i believe that to make it happy would be the fact that you shouldn't have to go upto the high up people to get a matter like this solved, and that the "customer (dis)service" should be able to comprehend a straight-forward complaint....as it is shown that he wanted to point something out and Delta kept overlooking it and misinturpreting everything......also it shouldn't take so many responses and times to get to the understanding......granted it was the same outcome but its the principle of them not being able to read thouroughly and indicate what is being said
if your going to deny something than at least acknowledge what the person is talking about and understand where they are coming from
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