A lot of people sat in a lot of meetings, with a lot of vendors to talk about a lot of things and then finally they made this and not one person thought THIS IS A VERY VERY RUDE WAY TO TREAT ANY HUMAN, LET ALONE A CUSTOMER. We spend $500m on Advertising each year, we hope to slowly build awareness, then painstakingly build preference and simply die in search of the holly grain of loyalty. Then the moment a customer wants to ask something, they decide it's not worth their staff's time to serve us. That's a cost, a bot should do. Screw you Delta, screw the calculations, screw the Consultants who make stuff like this because they hold a love of spreadsheets, live to cut costs and are profoundly clueless about the value of service. ( P.s Wasn't my experience, but it bothers me anyone thinks it's OK & I think "screw you" is acceptable emphasis, not offensive?" This isn't a personal first world problem moan, it's a comment on a loss of empathy and thinking in business ) …see more