watching basketball and doing forums does that, Kev...
no, it means that you can do a few things and do them very well or you can offer a broad palette of services and not do them all quite as well based on statistics.
the low fare carriers have long won customer service awards and part of the reason is that they have offered a much more simple product but delivered it well.
the legacy carriers have typically not done well.
since you mentioned DL, DL has recognized that they can run an operation as good as if not better than any other airline - which is exactly what they did with on-time in the latest DOT report by having the best on-time performance of any reporting US airline which includes WN and a bunch of otherwise highly rated carriers.
guess what is also narrowing between DL and WN? the customer complaint statistic - which is heavily influenced by carrier operations. If you run an on-time airline with very few cancellations, a lot of complaints don't ever have a chance to come to life.
so, WN gets points for running a simple operation and executing on it well but other airlines - and not just DL - are learning how to do what the LCCs do - but do them better.
when legacy carriers start chipping away at the things that low cost carriers have exceeded at, then the