If I go into McDonalds and the toilets are a disgrace, I complain to the manager. I could care less that McDonalds has "outsourced" it's toilet cleaning to an outside company. It is that simple. The customer needs to hold the service provider that they pay accountable.
Delta doesn't get to get off the hook by outsourcing. I could care less who provides wheelchair services, inflight meals, curbside check-in, cleans the toilets, etc. When I buy a ticket from Delta, I will hold Delta accountable for the services they need to provide to facilitate me using that service.
Gromit, you don't get it. If Delta get enough complaints about the curbside service, they will either change the provider or take action to make the provider perform. If I complain the provider, you think they will tell Delta we have had loads of complaints? You are stupid if you can't understand why Delta need to know.
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