I was at the Delta customer service counter at LAX a couple years ago, dealing with yet another air travel fiasco from my life on the road. As my elbows rested on the countertop waiting for the customer service agent, I looked to my right to see a brochure caddy containing a stack of attractive, laminated bookmarks. “Please accept our sincere apologies” was printed across the top in attractive Delta motif and colors.
I picked up one of these collector items and gazed at it. Thoughts started racing through my mind: How did Delta know that I was coming? What premonition did they have that they wanted to make sure there were enough of these for me and my fellow passengers, how sincere are they really, and finally who at Delta thought this was a good idea?