Originally Posted by
DCFlyer0306
I'm disappointed to hear these reports. Ridiculous over aggression on gate checking bags is one of the reasons I moved away from American. Someone internally must be pushing D0 metric without understanding the negative impact this has on customer experience
This commonly happens in big bureaucratic corporations when performance reviews of employees and teams / departments are based on KPI's that had been implemented without helicopter view of all the side effects. Gate agents make mortgage payments like everyone else, and their priority is a positive review by their managers.
Customer experience is one of Delta's priorities which might get lost in the bureaucratic process and usual corporate rules of the game