I have not always been the biggest fan of the airlines, especially as it relates to aviation security policy. Nevertheless, when something positive is accomplished, it needs to be recognized.

To better manage customer expectations, Delta Airlines has developed and distributed a series of YOU TUBE videos that sets the stage for passengers. Managing customer expectations is vital in every industry. It is even more crucial for air travel, where the gap between expectations and reality can lead to serious situations such as air rage incidents.

Click here to read more detail about what Delta is doing.