Originally Posted by ancman

Why are we the ones trying to fix a cultural problem that Delta management created? That’s on management to fix.

About 3 years ago, United got rid of delay coding entirely — along with the “blame game” that goes with it. The end result for them was a net improvement in customer service without any measurable decline in performance.

While I’m sympathetic toward our agents’ plight, management is solely responsible for the hostile environment they’ve created. Taking a page from United’s book would likely improve our NPS as well.