This, in my opinion, is the problem with Delta's "brand." 701EV is not the problem. His airline's code was acquired, but he was not merged. Delta then reallocated his airline's code to it's competitors. Some of those competitors negotiated concessions to take more of "his" flying and now management seeks concessions from him to buy back what his employer once owned. He's not gotten stock, or any other compensation for the transactions. Meanwhile, many of his managers have gotten million dollar bonuses for their very short term and mostly failed efforts ... such is not an environment which motivates people to go the extra mile, although if 701EV is who I think he is, his character and good upbringing result in his service being well above what is expected.

Observations, while not scientific, can be pretty accurate. Surprisingly the Mesaba / Pinnacle / Endeavor folks seem to be as happy as I've ever seen them. Their express counterparts at other carriers are not. Last week I saw Delta's premium passengers in the Sky Priority line pushed aside by a group of ASA/Expressjet crewmembers who, after the Gate Agent asked them to board by zone, insisted on pre-boarding and who then filled the First Class and forward cabin with their 4 and 5 carry on bags. One Expressjet FA had her bag stuffed to overflowing with Delta paraphernalia from FC blankets to food. A man standing beside me was proud of having reached his elite status on Delta and was showing me luggage Delta had sent him ... he asked "what's the deal with those pilots?"

I made some excuse about them probably being scheduled tight to operate a flight, although I knew these were Atlanta folks headed home (or to Dallas via ATL). Our proud newly minted million miler was disappointed that his perk of pre-boarding and bag storage was pirated away by a pack of inconsiderate offline deadhead folks.

As long as we draw lines which separate and marginalize employees in Delta service our brand is going to suffer. Delta can do a GREAT job, but if the connecting flight shows a lack of consideration then the whole operation has failed to impress.