Originally Posted by
darthlemsip
After so many years of having BA always say no (and I’m fine with that given the terms of the cheapest tickets), it was genuinely refreshing for an airline to show some flexibility - and it makes me look towards them for more of my US travel
My take on Delta is that they have their share of problems and issues like any other airline, but they actually try hard and do give a good amount of power to their front line people to fix those compared to their peers. There are some dud employees like you get in any big company, but as a whole there's a culture that encourages them to find a way the rules let them say 'yes' and get you a solution, status or not, rather than the default 'No' I've typically gotten from American during service recovery attempts.