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What a bad Delta (connection) Shuttle America “experience” this week. Have you noticed any changes?

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Rene’s Points For Better Travel, a division of Chatterbox Entertainment, Inc. has partnered with CardRatings for our coverage of credit card products. Rene’s Points For Better Travel and CardRatings may receive a commission from card issuers. Opinions, reviews, analyses & recommendations are the author’s alone, and have not been reviewed, endorsed or approved by any of these entities. As an Amazon Associate I earn from qualifying purchases.


shuttle america flight dfw - msp dl4325 nov18-15 renespoints blog bad service

Let me begin by saying that over the past few days I have flown a bunch of Delta flights including mainline (real Delta jets) as well as regional connection partners (not real Delta jets). Each time the flight attendants have been outstanding. In fact one of them, from Atlanta to Dallas, had such a warm and friendly smile that it just exuded kindness and helpfulness. She was truly warm and genuine and this was in coach mind you!

So, when I tell you my next to last flight of many was bad, I mean it. Maybe the substandard service is due to Delta suing it’s partner Republic Airways (who runs Shuttle America) or maybe it is because of something else but neither of the two FAs on this flight impressed me in the least.

Take a look at the photo above and follow along with the arrows. Let’s see what was bad:

  • Closet door left open and light on (night flight).
  • Lead FA hid in galley most of first half of flight.
  • Trash bag left outside bathroom door.
  • Lead FA hid in back for second half of flight.

no dont do it do not press the flight attendant call button

Now I have to say I am not the type of person who likes to press the flight attendant call button. Honestly, Delta crews are so good that on over 80 segments this year I have not had a need to anyway. I almost did on this flight.

I really hate it when an FA goes up and “hides” and plays solitaire on their tablet and all but ignores the first class cabin and especially so on a long flight like this that is “just” short enough that there is never a meal service. This lead FA was even just starting his day so it was not like he was wiped out after days and many flights. He just seems disinterested in service.

I guess I would love to get some feedback and more data points from readers. Have you noticed any change in service levels on Shuttle America flights or was this just a unique experience I ran into this week! – René

Rene’s Points For Better Travel, a division of Chatterbox Entertainment, Inc. has partnered with CardRatings for our coverage of credit card products. Rene’s Points For Better Travel and CardRatings may receive a commission from card issuers. Opinions, reviews, analyses & recommendations are the author’s alone, and have not been reviewed, endorsed or approved by any of these entities. As an Amazon Associate I earn from qualifying purchases.


Responses are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser's responsibility to ensure all posts and/or questions are answered.

René de Lambert is a contributing writer and the founder of RenesPoints. He is an avid Delta and SkyTeam flyer who has held Delta’s top Diamond Medallion status for many years and flown millions of miles.

13 Comments

  1. I’ve rarely had an actively disappointing crew on Delta/Delta Connection. The majority of my travel (by segments) is between LAX and SFO. Once they started operating 717’s on that route, I realized how much better the mainline crews are. Again, not because the Connection ones aren’t good, it’s just…it feels as if they’re cut from a different cloth. Good news that they’re switching to all 717’s next year (which mean all mainline for the SFO shuttle, right?).

  2. John Riverwood Reply

    Rene – I like most of what you write but this feels like an whiny “tattle tale” post. How do you know they were hiding? How do you know they weren’t working? Most of your posts are very valuable but this one feels like it was a slow news day and a bit of a DYKWIA rant.

    • @John – Well since I was sitting in 1A, experienced the service first hand (or the lack of service), and when I got up to get rid of my drink glass (since he was not coming out to pick it up), I reached in and saw him playing solitaire on his tablet. You are right I have no idea what he was doing in the back for a long time and maybe he was helping in the back as I did not witness that and he did not seem to take his tablet back to coach. Sorry but Delta is “selling” the Delta experience and I was on a rather high fare class ticket for this trip (not paid 1st) and Delta partners need to deliver as well as mainline jet.

      Thanks for your 1st comment on the blog and any other questions?

  3. FNT Delta Diamond Reply

    I don’t think I’ve flown Shuttle America. I always get SkyWest, I think. SkyWest’s flight attendants are pretty poorly paid, if I recall correctly from the vacancy I saw once. I doubt it’s enough two versions of a good uniform as some of the flight attendants either have worn-out uniforms or seem like they’re missing half of it but I digress. Generally, I’ve found the service on SkyWest to be decent all things considered. That’s especially the case when it’s young-ish FAs who are probably trying to work their way up to mainline Delta. It’s the same with mainline Delta. The junior FAs are always way better than the old ladies who’ve made it a career. My biggest complaint with Delta — be it mainline or the connection flights — are filthy bathrooms barely cleaned between flights by ground staff.

  4. John Riverwood Reply

    @rene I can understand your point of view. You’re in first and want a first experience. At the same time, I think outing the attendant publicly (you posted the flight info) is unnecessarily heavy-handed for transgressions that seem very minor. And I’m sure if you would’ve asked the attendant to turn off the light, close the door, etc he would’ve done it.

    • @John – Yes I should have pressed the call button and asked. As well as pointing out the rest, I guess. 🙁

  5. Marilyn Bamford Reply

    I need to defend Rene here. I have never been a flight attendant, but I was a pretty decent country club waitress as a student about a thousand years ago. That FA was not doing the job for which he was trained. A good FA anticipates the needs of the passengers, and does not wait to be called. And I cannot imagine that FA training does not involve keeping the cabin shipshape…..if only to prepare for a possible evacuation. He was not doing his job.

  6. I fly Endeavor CRJ-900s a lot DCA-CVG. The crews are generally good, and have sometimes been better than the mainline crews I’ve seen DCA-ATL.

  7. Rene,
    I would give DL corporate a call and express your level with DL and your concern with the service in first class. It could at least be used as information to give to a supervisor who could help this FT.

    • @Steve A – I try not to complain to often to Delta (on Delta.com) as I do not want compensation for this. I wanted more reading input if others are seeing service issues on Shuttle American as of late or if it just me. Txs!

  8. As a regional FA, I will tell you we get this a lot. Service varies on every carrier. But what strikes me as concerning is your expectations. You even mentioned this was a less than 2.5 hour flight at night. We are trained to do the required service and on night flights try to allow people to sleep and relax unless they ask for something, then provide excellent service again. Service is not sucking up to people. It’s taking care of people’s need.

    As to the country club waitress, you don’t do the same job. You have no clue as stated by the fact that you said you have never been a flight attendant. You work for an hourly wage to serve food and drink. Flight attendants are not paid until the door is closed and the parking brake is released. Boarding? Not paid.

    @rene I think you need to write delta and let them know, but remember MSP-DFW isn’t exactly a trancon of overseas flight, and it was a night flight. Don’t expect Much.

    • @Evan – Thanks for your comment. As mentioned in the post, I have had TONS of regional flights on Delta (I live in SBN). Almost always they are outstanding (other than CRJ200 seats but that is not FAs fault). Notice the time of this flight. It was not red-eye but night ie the sun went down. Having the bright light on my face was not nice for entire flight (after takeoff). I could have said something but should not have to right? I was not expecting to be “sucked up to” but I do expect the same level of mainline service on regional jets. Again, often I get BETTER service on regionals. I don’t think it is too much to ask for an FA to come by ever 20 minutes or so in 1st class and check on folks. It is after all 1st class and even C+ is now a premium fare and product and I would expect 1st-lite treatment there as well.

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