It wasn't long ago that I actually liked Delta Airlines. They offer more flights than any other airline at my local airport. They play a significant role in my local economy. And my brother works for them (in Atlanta). I have flown Delta almost exclusively for the past 15 years. But I do not believe that this company, so bad at customer service, will last much longer against friendlier airlines like Jet Blue. And I won't be crying when they are gone.
I wrote about my most recent experience with Delta here.
Now, after checking back to make sure the changes to my itinerary were made as promised, I find that we still do not have seat assignments—even though we have now made those assignments twice! Does Delta really think their business travelers will want to sit next to my five year old? Is it a good idea to separate four children from their parents? Why is it so hard to simply do what you've promised you will do? Does anyone at Delta even care about the company vision to: "always to meet our customers' expectations while taking service to even higher levels of excellence?"
Note to Delta Airlines: You have now failed to meet my expectations three times. And I haven't even left for the airport yet. Until you are serious about your vision statement which reads in part, "We are dedicated to being the best airline in the eyes of our customers," I will be flying with someone else.