Delta Air Lines is sending 11,000 front line employees to charm school in an effort to reduce passenger complaints.
That may fix some of the symptoms, but I don't think charm school will transform Delta into the happiest place on earth for either staff or complaining customers.
Delta used to be one of the world's mot respected airlines. What has changed? And how can the airline change course?
Charm school may teach people how to behave, but it's unlikely to change how employees feel about themselves and their jobs.