If you've ever walked around a Delta terminal (Hartsfield, Laguardia, Cincinatti, etc.), you'll notice Delta has completely abandoned the notion of hiring human beings (a great economic stimulator). Instead, Delta has installed telephones, which connect you directly to their 1-800 service (1-800-221-1212 -- I know have it programmed into my phone as "F-me Delta"). Also, they have embraced technology by having ticket scanners, which are supposed to let you know that you're flight has been re-booked.
So my flight was recently cancelled due to mechanical failure. Unfortunately, there were several other flights cancelled that day due to weather, which meant nearly 3,000 passengers were being affected simultaneously in one airport. The customer service counter (an oxymoron in itself) had 4 agents to accommodate these passengers, but they were encouraging people to call F-me Delta for faster service.
What a joke. The 1-800 service could not do anything for me that day, and they are anything but apologetic. Delta has completely abandoned the notion of customer service and empowering their agents to make it right. In fact, while I stood in a 3-hour line to have my tickets reprinted and my luggage re-routed (F-me Delta cannot do this over the phone), I witnessed the 4 service agents calling F-me Delta to authorize re-booking.
An absolute waste. Delta has worse customer service than the bathroom attendant at Guantanamo.