Well let's see. A passenger sends an e-mail about how unhappy he is with this new standby charge. The e-mail will be routed to Online Support. Online Support will send out a canned reply outlining the new charges and why Delta feels it necessary to implement them. The passenger will get mad about the canned response and write back. Online Support will then try to send the e-mail to Corp. Customer Care who will send it right back to Online Support because they (Corp Customer Care) do not deal with such things as future date travel issues.
Is that about right?
It might be different if a passenger actually takes pen to paper and MAILS a letter to Customer Care. I honestly don't know what happens to those letters. But I can guess.
------------------
Off the beaten path I reign