Yes it has been a huge decline in service and friendliness. It is not just DL and the travel industry, but all companies. Employees are burned out and companies treat their employees poorly. I have had 1 excellent experience on DL this year, 2 good experiences, and the remaining three dozen experiences are probably an even split between unremarkable and bad. But its not like the other options I have are better. I have a quick trip just before Thanksgiving and I am bracing for a disaster of an experience. I am considering if I should reserve a one way rental car so I don't get stranded. All I can say is smile, be nice, say please and thank you, and you will get at least serviceable service most of the time, but many people are past the point of being able to positively respond to kindness.