This isn't a customer service issue. It's all about maximizing fleet usage and efficiency. Delta is extremely good at this. If planes can be used better elsewhere than thats what Delta is going to do. Delta just swept all 10 categories in the annual Business Travelers News rankings so I'd say Delta is doing just fine in taking care of their customers. Here is the header if you want to google the article, "Delta repeats as BTN survey champ, sweeps all 10 categories"