Got an email from a friend of mine a few weeks back. He had been with Direct/Air Atlanta. The story goes (short version) is he caused a delay due to improper cargo loading. AAI says we don't need you, here's your two weeks notice.
Direct's position? Sorry there is nothing we can do.
I also used them when I was with AAI. No help at all! Any complaints to them about AAI resulted in the usual line, "we'll talk to them about that". Result, "there is nothing we can do".
As much as I hate to say it, Direct was much better when Jerry O'Springer was there. Since his departure Direct has sunk to the level of IAC and Best USA.
My advice is to stay away from Direct. What ever they say, they can not and will not deliver.