Originally Posted by Timbo

I remember many years ago, we would always hold the last flight of the night out of ATL, for late connections. We left late, of course, but we got all the connections on and they were very happy they didn't have to spend a night in the ATL.

In those days, Delta led the industry, in CUSTOMER SATISFACTION, not On Time Pushbacks leaving late connections.

Which is more important for Delta's long term survival?

The bean counters have been running the show for too long, looking for any Metric (their favorite word) which will generate a bonus for themselves, when the only Metric they should be concerned with is; CUSTOMER SATISFACTION.

It's still a customer service industry, is it not?

Or are we now Greyhound?