Originally Posted by
WillBarrett_68
I hear this a lot (not just directed at DL, you hear the same thing in complaints about UA and AA (and others)) and I honestly have no idea what it means. Like, I can imagine a scenario where an FA would go "above and beyond" but it would require some extraordinary circumstances to be present first. On an ordinary flight with no noteworthy happenings, I basically want the FAs to leave me alone.
But I get it, some people want constant fawning attention from the servants, ok. Even in that case, I still don't know what "above and beyond" would look like beyond the already present complaints about service (e.g. "they let my glass get somewhat below 3/4 full before refilling it all the way to the brim" or "they plopped my dinner down").
I think this is a “you know it when you see it” factor that comes down to staff dedication and morale. And it’s not something I personally value that much. But it’s also a huge differentiator for many people when choosing between PY and J, and something that I’d argue is absent from D1 with surprising frequency given what they charge. But to your point, if it’s a perennial complaint across US carriers, then maybe it’s not a true driver of customer cabin selection.