I find the (initial) topic of this thread to be believable - this is the new Delta - unfortunate as it may be. What happened to that whole "fare guaranteed when ticketed" catchphase. I would be fuming if this happened to me. What are they going to do next?

Russ, please don't take these posts the wrong way, DL has many fine people such as yourself. However, it's the red tape and rule books that management is imposing on them that prevents them from doing the most logical common-sense steps to please the customer. I remember reading Gordon Bethune's book on CO about turning CO from worst to top. They threw away the rule book and gave employees the right to do the most logical thing - and give them the authority to come to a balanced solution in a difficult situation that would be good to the customer and the airline. DL is doing the polar opposite and it will back-fire. Start annoying people like Bruce - one of their most frequent flyers - about something as trivial as taking the Shuttle instead of a delayed DL flight - and they're going to run their business into the ground.

My two cents ...

[This message has been edited by leroy11 (edited 11-20-2000).]