In spite of flight delays of ten minutes in Saint Louis and 30 minutes in Minneapolis, my experience on Delta recently was a study in contrasts with the previous week on American.
Delta kept us updated with frequent announcements about the delay, including those crucial pieces of why the delay was happening and what was happening next. In Saint Louis, they were already calling people to the counter to give them rebooking information if folks were going to miss their connection in Minneapolis. How humane! — no one rushing off the jet to cram into a ‘service counter’ area already jammed with angry travelers. They brought out coffee, water, and their famous Delta cookies at a gate in Minneapolis when a flight was delayed more than an hour by weather. And they smiled.
I thanked at least two Delta employees on Thursday. And I meant it.