<prompt> Human: I dont think Ive seen a positive post about airlines, so I thought Id share my experience with Delta yesterday. My mom and her friend were driving up from Mexico to a major US city for a flight. A wrong turn created a 3-hour detour that caused them to be too late to make their flight. They had purchased their tickets directly from Delta. An hour before the flight left, I called Delta on their behalf, explained the situation briefly, and asked for the available options. The customer service representative read all the ticket fine print, which was non-refundable, non-exchangable, etc. I asked her if there were any options available at all, seeing how restricted the tickets were. Long story short, she spoke with her supervisor about making an exception, and changed the ticket to the first flight out in the morning, totally free of charge! I was completely shocked, having experienced really terrible customer service inflexibility from airlines. And all I did was ask and then thank them profusely!  <response>: It is usually because of how aircrafts are operated. The capacity is there and you have to sell those seats, variable cost is miniscule, while fuel costs etc that they have to use anyways is the largest. So usually except on very busy lines, a lot of the airlines do this. That said, it is def nice and nothing to take as granted. I had a sudden back pain two days before my flight and even without documentation delta gave me delta credits. 