Delta has deteriorated dramatically over the years, but this was compounded by the government allowing them to emerge from bankruptcy as the largest airline in the world. This rewarded the airline after it had provided such poor service it went bankrupt. Delta learned a valuable lesson. They are too big to fail, it doesn't matter what service they provide. They can rip off their suppliers, customers and staff and the government will protect them and allow them to become even bigger and more dominant. As a result, they are worse than ever. One look at these boards and you will see this is not an isolated case.. this is cultural. These is an anti-customer, arrogant culture within the airline. They are bottom or close to bottom in DOT and consumer rankings and probably have more complaints that the other airlines put together on this board. Until their monopoly of specific markets are broken up and they are allowed to fail, nothing will change the behaviour of these mammorth airlines.
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