"But Delta pilot Keith Rosenkranz hoped loyal customers would appreciate the extra efforts by employees and keep doing business with the airline"
This guy needs to put down the crackpipe. Customers don't give a $hit about airline employees efforts or anything else for that matter. All they want is the cheapest fare and to be treated like a sheik for $20. If they gave a crap they wouldn't be such a pain in the a$$ to deal with and would not throw crap on the floor of the airplane like it's a garbage bin. F the passengers.....I am so happy I fly cargo!