Delta, unlike the Stonehouse, is trying to keep me happy. I remember two years ago, when I was flying out of Helena for the holidays, they called me to let me know my flight had been delayed 90 minutes or so, and while I'm sure the operator didn't care, she at least apologized that I was already on my way to the airport, and the inconvenience it would cause me. (We'll ignore the fact that I only lived 10 or 15 minutes from the airport, so it wasn't a huge deal.)
After I got back from my trip, I also got an email from Delta, crediting me with 20,000 miles for the inconvenience. I didn't have to complain, they just wanted to show that they were apologetic. Granted, miles locks me into them, and keeps me as a customer, but if the Stonehouse had given a gift certificate to us last night for a future visit, I probably wouldn't be ranting about them.