Some personal observations: Russ has always seemed to acknowledge that we customers are ultimately his friends, because we make it possible for him to have a job that he obviously enjoys. This is in marked contrast to 10kster (who hasn't been around for a while, as far as I can tell). He obviously regards customers as the enemy -- consistent with Delta's corporate attitude. If Delta had more Russ's and fewer 10kster's, they would be doing better.

Just my two cents.

Bruce