A friend of mine was sub-contracted by some small middle-eastern airline several years back. I wish I could remember the name but I can't. Anyway, they had like a 6kg limit on carryons. One woman had more than the limit. She couldn't/wouldn't remove items so the actual employee who was along side my friend grabbed her bag and removed items until it was 6kg and gave it back to her. My friend was flabbergasted. The employee told him, "They don't expect customer service and we dont give it" This should be Delta's motto.
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