Big, Fat, Stinky Leroy. Well, I took some of the color out of my blog post and submitted an official complaint with Delta. This is what they had to say:
Polite and to the point, but it really doesn't mean anything to me. In fact, they did a nice job of making this response all about themselves - our industry is competitive, you make us successful, feedback is important to us because we can use it later. By the time I finished reading it I didn't feel like they cared about my experience as much as they appreciated that I told them about it. Of course, by the time I read this my opinion of Delta was already pretty low, so it would have taken something exceptionally generous and personal to make an impact. This didn't quite cut it.
Still, I had high hopes, but not anymore. My flights were okay. Nothing spectacular. I had to pay for everything: luggage, food, headphones (I refused to pay for those, and am glad - people kept complaining that they could hear the video anyway). Sure, Delta's rates were originally the cheapest, but by the time I tacked on everything else, I barely saved anything. I'm not sure I want to save $50 to be treated as if I'm as important as a piece of luggage.
It may not be a lot of money to Delta, but flying 2-4 times a year adds up for me. Even when I use points programs for free tickets, someone is getting that money, and I refuse to continue to pay people to treat me like crap - as if I owe them something for flying with them. I'm sorry, but my $500 should be enough for them. It obviously isn't enough for Delta.
That's why my next trip is booked with Southwest. My sister has never had a problem with them, and they actually compensate travelers if they change/cancel flights (unlike Delta, who told me to make the change of cancel my ticket). Yes, I have to drive four hours (instead of 40 minutes) to get to the airport, but it'll be worth it to be treated like a human passenger and not just a revenue-earning piece of cargo.
Okay, Southwest - show me whatcha got.