Originally Posted by
acl65pilot
+1
Customer service on the most basic level is needed. Like they say a customer will forgive you for a bad flight, but they will not forgive you for bad service.
We have gone the opposite direction of this for many many years. Now that the industry is in effect leveled, and now it is down to service and how your debt is structured, you need to be doing it better than the next guy.
They say that 2010 is the year of customer service. Lets hope so. DAL needs it to compete on the world scale. We all want to be proud of our company and what it has to offer. That is lacking today.
ACL,
I know what you are saying, but I am highly skeptical. First off, "Customer Service" is a corporate philosophy which must resonate throughout the company from the top down. This takes more than just words, it takes money and a committment. Secondly, you can't just have a "Year of customer service," what happens in 2011, we go back to business as usual?
Thirdly, if a large percentage of our business is being outsourced, based on lowest cost criteria - how do we expect to improve customer service? 
Scoop