beachmouse

I live in the small market US Southeast, so it's easy to default to Delta down here. They have their share of problems like any other airline, but do tend to be the more reliable/predictable option, seem to care more about passenger comfort in cattle class than American does, and when IRROPS happen, they're generally good at offering you rebooking solutions on your phone or empowering front line employees to fix your problems, even if you don't have status, that can't get handled by IT alone. (And the majority of employees do seem to buy into the idea of 'find a way you can say 'yes' to a passenger' even though there are a few duds like you get at any big company)

Because I do seem to have a disproportionate share of IRROPS issues given my flying patterns, the ME3's handling of those seems to discourage me from using them. Even if the soft product is really really good when nothing is going wrong.