[Butch Cassidy Slept Here]

Jimworcs wrote…

Who exactly is in charge of this at Delta, and how the hell did they get into that position?

In the context of Jim’s statement the background of Delta’s CEO, Richard H. Anderson, is interesting. Whether Mr. Anderson has a customer-oriented focus might be open to question. His experience suggests he is adept at defending the palace against the angry mob. At one point Anderson was an assistant district attorney in HarrisCounty (Houston), Texas. He went-on to become deputy counsel at Continental Airlines. And, for two years, he was an executive vice-president at a company which has become the poster child of what is wrong with health care in America—United Health Care. To his credit Anderson earns a “mere” 600K a year, with the rest of his compensation tied to Delta stock.

PHXFlyer wrote...

It wouldn't be too difficult to track down those who spoke with you and give additional training and/or disciplinary action if deemed appropriate.

Perhaps there MAY be some occasions when call center staff actually get disciplined. First, if some of Delta's call centers are in Jamaica and South Africa that suggests the staff at those locations work for a contractor, not for Delta. Thus you have the same problem one would encounter with a rude counter agent for, say, SkyWest Air---Delta has limited control, at best. As to the staff that are directly employed by Delta: Until such time as the employment picture improves discipline may be a realistic option. Once jobs become more available discipline will probably be used sparingly. After all, who wants McDonald's wages and benefits when there are better paying jobs elsewhere?