As manager of the Customer Insights & Analytics group, I spend most of my time providing Delta with input from our customers and our potential customers so that we can better serve them.
One of the most direct ways we get customer input is through focus groups. Typically, we’ll call customers (and sometimes non-customers) to gather in a facility with a one-way mirror. A professional moderator on my team will lead the group of usually eight people through a conversation around the given topic, while other researchers and Delta management sit in the back room and take notes.
Sometimes, participants know that Delta is “behind the glass.” At other times, it is important for Delta to maintain anonymity, especially if we are testing ideas that are not yet public.
Usually, groups are held in hub cities or focus cities: Atlanta, Salt Lake City, Cincinnati, New York, and Los Angeles. But as a global airline, we’ve also conducted focus groups in London, Mumbai, Tel Aviv, Frankfurt, and Moscow, among others. Most international groups are led by a local moderator in the language of that country, with a simultaneous translation occurring in the backroom over headsets. It feels sort of like the United Nations!
My team also conducts many surveys. This is especially helpful when we need to quantify our results. Typically, when there are burning questions, we’ll go right to our frequent flyers, usually offering 250 SkyMiles to complete a short survey. And we get amazing response rates! Hours after sending out an email, we will have received hundreds of completed surveys. If you ever want to take part, make sure you are a SkyMiles member with an email address in your profile and that you have opted in to receive SkyMiles promotions.
Of course, we also are many other ways of getting customer input, including one-on-one conversations in airports, on-board surveys, telephone surveys, online panels, and online discussion boards—all used from time to time, depending on the situation and the scope of the project.
Frank Wrenn
General Manager
Customer Insights & Analytics
October 3rd, 2007 at 5:52 pm
Just wondering how Delta responds to third party input such as Forbes recent listing of the top 10 worst airlines in the US that featured one of your Delta Connection carriers as the worst Atlantic Southeast Airlines
On-time performance: 63.3% (worst)
Baggage mishandling: 16.9 per 1,000 passengers (worst)
Cancellations: 4.4% (second worst)
And Comair as the second worst
Comair (a division of Delta Air Lines)
On-time performance: 66.6% (second worst)
Baggage mishandling: 11.9 per 1,000 passengers (third)
Cancellations: 5.4% (worst)
How does your staff respond to this type of negative publicity? For the life of me I cannot understand why Delta maintains a contract with ASA. Don’t you feel that this type of performance only gives you guys a black eye? At what point do you say enough and cut them loose or in the case of Comair shake up their operations and bring in new management?
Sam
October 3rd, 2007 at 6:20 pm
To what degree does Delta utilize employee input, especially from front-line staffers like Res agents, gate/airport agents and flight attendants?
October 3rd, 2007 at 10:53 pm
Delta needs to get more in touch with their customers. Having been with Delta for many years, I am rarely asked for my opinion despite millions of miles flown and platinum medallion status. The main gripe for today is the awful marketing decision to play music on the airplane before takeoff and landing. It is absolutely obnoxious loud pop music that most people do not enjoy beyond their teenage years. Some flight attendants also like to play it very loudly. Most people I know are disturbed by it and prefer silence but again, no one asks our opinion and we can’t imagine what marketing guru thinks piping in satellite pop music would be enjoyable for people who long for peace and quiet out of these stress of traveling. We already have screaming infants who are out of control and the last thing we need is adding more noise. If you were smart and interested in appealing to the business travel, you would promote a peaceful and quiet flight…no music and placing small children in a compartmentalized soundproof area. Then, you’d see a noticeable change in service. Someone has done the wrong marketing. You need to ask your sky miles members what they prefer, not some out of touch marketing firm. PEACE AND QUIET is a reasonable request.
October 4th, 2007 at 1:09 am
I had trouble responding to an email from the company requesting that I
provide responses to a survey that Delta was seeking. I was not able to
respond nor did I get the reward points that were promised.
Thanks
October 4th, 2007 at 8:50 am
Regardless of age, playing music onboard the plane is exactly what is needed. Restaurants play music, shopping malls play music, even some doctor’s office plays music in their waiting rooms. And, I think most travelers are in the mode of “don’t look at me nor do I want other people to even strike up any converstation with me — whatsoever. We’re all humans and desire interaction with other people. Therefore, music helps brings this out into casual conversation. This is a NEW Delta.
October 4th, 2007 at 9:48 am
royal-jet-service –
We do use employee feedback as well! In addition to a quarterly survey adressing workplace issues, we often hold focus groups with employees just as we do with customers. We recently conducted flight attendant focus groups in Boston, Los Angeles, and New York. But we’ve also conducted focus groups on issues with other work groups, such as Reservations and Technical Operations.
Frank
October 4th, 2007 at 9:58 am
Mr. Hartman,
Invitations to participate in surveys from Delta include an email address to let us know if you have difficulty accessing the survey.
Surveys are usually open for no more than a week, so sometimes they are no longer available when people attempt to access them.
Send an email to us at delta_custinsight@delta.com regarding what study you were invited to and when, include your SkyMiles number, and we can have the points awarded to your account.
Thanks!
Frank
October 4th, 2007 at 10:15 am
samftla —
We definitely pay lots of attention to D.O.T. data in addition to our own customer satisfaction data. We now have a daily memo including the prior day’s system performance.
Given that, we are well aware of performance short comings of some of the Delta Connection carriers. Improving their performance is definitely a corporate goal.
Frank
October 4th, 2007 at 11:24 am
I disagree with gmwade. I prefer hearing music when I board a plane. It seems like it’s more of a welcome environment that way. I think most customers would agree.
Perhaps gmwade is tired of hearing the music because he hears the same songs all the time as a crew member?
My vote is with TriStar_Fan. Let the music play!
October 4th, 2007 at 4:18 pm
I like that you guys do spend some time on listening to the customer, and its funny- last night, on the Lua (hawaiian word for _ _ _ _ _ _ _ _ ) I was thinking that maybe Delta should try to ask direct questions more often by sending an email to SkyMiles members right after they completed travel a small survey about their experience THAT DAY, from and to THOSE TWO AIRPORTS, THAT PLANE, and THE STAFF on that plane THAT DAY. Very specific flights. This would help identify airports that may be falling on hard times with customer service, planes that people seriously dont like, crews that have lost that Delta friendliness… Also require that for each flight segment that the survey is done must be done within 3 days, and if completed will credit the SkyMiles member 100 Miles & maybe, just maybe 50 extra MQM. The survey should require no more than 5 minutes to be completed. I like the survey system on the Song aircraft idea, but I dont feel like my opinion counts at all (because I can fill out the same survey 100 times)…
I agree that music is nice to have while boarding- silence can drive me crazy sometimes! It should be played somewhat soft and maybe instead of one mix every month change it up every two weeks and/or purchase some normal 4GB iPods and fill them every month so that songs are random and more likely you wont hear the same music on every flight if you fly Delta a lot. It shouldnt just be of the Billboard Top 40- usually songs from those lists end up being over-played and become annoying. Maybe songs submitted by Delta employees?
Frank, I did notice that you didnt mention this blog as a source of customer input… is that true?
i hope not…
Aloha
Paparazzi
October 5th, 2007 at 10:32 am
Paparazzi–
We actually do survey customers requesting specific flight information within days of their flight. Because of the large volume of surveys, thousands a month across our system, we can get very specific data regarding specific airports, aircraft type, etc.
And this blog and others out there are definitely sources of customer insight. While opinion on blogs cannot be quantified, it is a good source of qualitative data.
Frank
October 5th, 2007 at 11:05 am
Have to disagree w/ gmwade on the boarding music concept. For the most part, I like the idea. By the way, I am WELL beyond my teenage years, and I still enjoy “pop” music. :-p
October 5th, 2007 at 11:11 am
Today, I am sitting at one of the Recharge booths, at Gate A21, that Delta has provided for the business traveler to be able to plug in and retrieve emails, internet and any other business applications needed to perform their work on the road. I want to say this is greatly appreciated and I believe more should be set up throughout the airport. I want to thank Delta very much for setting up these stations. However, I do have an issue with the TV monitors blasting very loud around these workstation areas. The purpose of these stations is to conduct business either on laptops or even over the phones and the blasting TVs in the background are very distracting when working or when speaking on the phone. I would like to suggest that wherever these stations are set up in the airports, that the TV sound either be turned off or lowered to a very low decibel. Another solution is to perhaps place these stations in areas where TVs and Loudspeakers are either very few or don’t exist. One more solution may be to place a type of sound proof plexiglass around the stations to, at least, muffle the sounds around the gate areas.
I am a loyal Delta customer and I thank you for your consideration in improving the conditions for the business traveler.
October 7th, 2007 at 11:09 pm
I have been a platinum flyer for the past two years with several trips to Asia. This year, my business interests have shifted so that I am primarily a domestic flyer. I will average about a trip every two weeks and with a Delta Amex card may make it to gold status this year. The irony is that I will spend far more on business travel this year than in past years. Yet, I will not have the platinum status for the coming year.
There seems something wrong with this picture to me.
October 8th, 2007 at 11:56 pm
You guys really need to beef up your “customer feedback” efforts. I’ve taken the time to write you guys a letter each week for the past 2 months. It takes you 6 weeks to respond - that’s really poor. And (responding to some other comments) no, NOT everyone wants to hear cheezy music while we board and de-plane. Lastly, I need to 2nd the comment about how unbelievably poor the performance of your connection carriers is. It contributes to one of your overall huge problems at Delta - a lack of consistency. Mainline flights are improving, connection flights are getting worse. The variance in seating, plane size/type, on-time performance etc. across Delta and its connection carriers is so dramatic, you never know what to expect. Southwest has capitalized on this in a new ad campaign trying to lure business customers. They won’t get me, but some people are going to say yeah, I like knowing that I’ll be flying on an on-time 737 every time I fly Southwest.
October 10th, 2007 at 2:23 pm
Referring to Samftla’s comments regarding ASA (A Sorry Airline as it is known) and Comair’s performance, I am not surprised with the ASA results. However, I am fairly happy with the Comair service thru CVG. Flights are much more on time than when flying ASA. When I have a choice of returning home from a trip thru CVG or ATL, I always choose CVG even if the flight is scheduled to be home as much as an hour later thru CVG. Usually, the later scheduled CVG flight still beats the ASA flight to my destination. ASA has some very bad and deep problems that need to be fixed. The don’t give a crap attitude of the ATL based ASA employees is the worst I have ever seen. Does anyone on concourse C or D ever care about their customers? Not that I have seen.
October 10th, 2007 at 3:58 pm
My last two trips started with Delta and were completed by American and USAir respectively. The outbound legs were uneventful - even though departure times were “guess-stimates” at best. Apparently, an “on time departure” encompasses up to an extra 30 minutes for taxiing and waiting in line to get off the ground at ATL.
My recent flight from Omaha (OMA) to Huntsville (HSV) was so badly delayed out of Omaha that I would have missed connecting flights and been stranded - so I asked to be re-assigned to American flights via DFW - they got me home on time.
My second flight after that with Delta was a 6am flight from Huntsville (HSV) to Fayetteville (FAY) which was delayed due to a tire not being at it’s optimum pressure. There was no mechanic on duty to inspect it, and no replacement tire available at HSV if it needed to be changed. I got re-assigned to USAir and made it to FAY 20 minutes earlier than the Delta flight was scheduled in!!
DELTA - LOSE THE CHEAP CARRIERS AND STANDARDIZE YOUR FLEET. NOTHING SMALLER THAN AN MD80!!
The little regional jets don’t work on busy routes - and YES! Huntsville, Alabama, is a busy airport. The little planes are always packed - AND THE SEATS ARE TOO SMALL FOR NORMAL SIZED PEOPLE - and if one breaks - the passengers are stranded as there’s no room on the next several flights. As happened to me in Atlanta on a return leg from San Diego in September causing me to have to overnight at a local Holiday Inn - in an area of town near the Atlanta airport I would normally avoid like the plague!! Thanks!!
The Delta Connection Carriers are abysmal at best - and will drag the “new” Delta down as passengers desert due to continuing “service failures”
Cancel the MUZAC on the plane too - or at least turn it down to just background - nice and quiet. It’s usually so loud you can’t hear yourself think. I have to wear ear plugs before the plane even gets started!!
Last but not least - what’s the use of having call centers in India?? If it’s just to save cost - then think again!! I can’t understand half of what they say - and they have no idea if the weather delay in Atlanta will be over in a reasonable amount of time so that I can continue travel. Inevitably, without wishing to offend the “representative”, I ask to be transferred to a U.S. based call center.
October 12th, 2007 at 10:20 pm
Third times a charm - NOT!! See above #16.
I’ll be actively avoiding booking flights with the “new” Delta.
At the moment I’m sitting in the Cincinnati airport waiting on a “DELAYED” COMAIR flight DL4857 (A Delta Connection Partner) to deliver the services I’ve already been charged for!!
My flight from Philly to Cincinnati this afternoon was uneventful (surprise) but the connecting leg from Cincinnati has already been delayed for two hours - and we’ve just been told that it “MAY” take off around 11:45pm - four hours late. Ths time I have to wait and see.
Unlike before - when I had options of transferring to a different carrier - this is now 10:00pm at night in Cincinnati - and there are no other carriers available.
Three strikes and you’re out. I’m a Platinum/ElitePlus/CrownClub member - and I already got past Gold for this year - but I’m about done with tolerating the “non-service” and “tough luck we already have your money” attitude of the “new” Delta.
The service seemed to be better with the “old” Delta!!
I have one more itinerary already booked - once I’ve completed that, or been stranded again
I could even get used to flying with SouthWest, with their funky seating system, just to get where I’m supposed to be on time!!
Think long and hard Delta management - your company has let me, and my fellow travellers, down too many times recently.
I’m outta here!!
October 14th, 2007 at 8:25 pm
Dear Mr. Wrenn,
One of the most innovative things that I think the company has done is to have a forum like this where we can actuially (hopefully) get input right to the place where it needs to be. Instead of, in teh “old days” sending a letter to “Delta Air Lines, Atlanta, GA” One I may have sent 5 years ago might still be sitting in some mail bin.
The reason for my reply, and this is a first for me to do it online is to echo my fellow passengers thoughts. As a Plantinum Medallion flyer (earned it “twice” last year by hitting 165,000 MQM) is my general feeling of discontent with a company that I have not only spent tens of thousands of dollars, but one where I dont want to abandon. However, I am getting to the breaking point.
Durign the re-organization, Delta began my removing all but one inbound and outbound flights with MD-80 service into my home airport, Providence, RI (PVD) They were all replaced (to CVG, ATL and JFK) with Regional jets. While I thought to myself, times are tough, they have to cut back and save money and I stuck it out. I would always arrange my flights on the one outbound Md-80 and the return on the same equipment. However, that all changeed early September. Delta now only flies variations of regional jets into Providence. Flying just about every week if not several times a week, I am about at my breaking point for supporting a company that has taken what little comfort was left away from us in RI. I have been anazlying Northwest, and Continental to see how their routes / hubs and cities pair with my business travel requirements. While Continental flies regional jets into Providence as well, at least it is only 2 times a day in and out. Northwest doesnt use them in this market at all.
I would hope that there is some “bigger driving force” that forced your company to squeeze us all into flying cigar tubes known as regional jets. But, over the last 45 days, I have been taking …ugh… Southwest and Northwest due to the fact that I cannot tolerate squeezing into another regional jet for the 2:25 minute trip to ATL. Of course, there is always JFK and a :45 minute sardine pack, but the connections times are terrible; forcing a 2 - 4 hour wait. Thanks, but… no thanks.
In summary, here you have someone who has been loyal to the Brand for years and years and is being pushed away by what I believe is nothing more than squeezing every penny of profit out of every seat-mile dollar. There is a limit to what you can take for profit, without biting the hand that feeds. In this case, I have been bitten one too many times. I do hope I hear good news in teh VERY near future that full size jet service will return to this market. If not, thanks Mr. Wrenn, but the past was a good ride, but the future will be with someone else.
A “cant take it anymore” PLantinum Medallion member
October 15th, 2007 at 8:44 pm
I’ve been a loyal Delta flyer since in my teens, but this year, like last, will be my 2nd time to reach Platinum status and I’ve sincerely enjoyed it since about 90%+ of the time, when available, I’ve been automatically bumped up to first class. I’m one of those, even at 44 with a hectic flying schedule, who thinks of flying as an adventure, even when there are the occasional delays, cancellations, etc. A couple of perspectives:
1. I appreciate the music on the planes… as long as it’s kept at an enjoyable-and-not-too-loud level.
2. I agree with most of the posts that the feeder connections aren’t nearly at the same level of service, attitude, timeliness, and overall appearance that the “new” Delta is at… I trust that there are other partners that would be more than willing to take up the slack and provide better service and connections under the Delta banner… isn’t that what free trade and competion’s all about?
3. I recently made my first international trip to Frankfurt & back… my company, through Travelocity Business, makes the reservation. Unfortunately, through extensive efforts on my part through customer service reps at Hartsfield and on the 800 #, could not upgrade my ticket. Apparently, Travelocity purchased me a “non-upgradeable” ticket and no amount of SkyMiles could get me a BusinessElite upgrade no matter what my status. I’d have been willing to pay major SkyMiles to get the upgrade but I was told that wasn’t an option by many sources… why not??
4. I really like the new Delta, the old Delta, no matter what… I’m a Southerner and will support the South… to me, Delta is my flag carrier for the South.
5. Left a note under a different category that Delta missed a chance for major visibility by not painting “DELTA” from the top to bottom on their white fuselages… the new Delta script is woefully small and hard to see unless you’re up close to the plane… why not have it “full-sized” like the old Pan Am’s before their bankruptcy??
6. I love surveys and would welcome ANY opportunity to fill one out and give my opinions… SkyMiles (especially MQM’s) are an awesome incentive!
Thanks for the opportunity to share my thoughts… really like the blog idea. Thanks, David
October 16th, 2007 at 11:17 am
Dear Mr. Wrenn - First of all, this blog is a great idea and I appreciate being given the opportunity to provide public feedback directly (instead of using FlyerTalk).
That said, the “Change is…” marketing plan is a mystery to me. I happen to do a fair amount of travel as PM, and few things are more aggravating than driving to ATL while passing numerous Delta billboards telling me that “Change is…’un-airline’ food, clean planes, pleasant gate agents, on-time departures, reasonably priced fares, etc.” when the food is still absolutely TERRIBLE and the planes seem to get more filthy every day (read - crumbs in seats, trash in magazine holders, etc). Ok, I made up the last three “changes”, but as long as we’re daydreaming…
So, my question is: “Is Delta trying to “will” these changes into being?” The billboards have been up since the emergence from bankruptcy (~6 months ago), but it seems like the key changes are only enticing to people who don’t fly Delta and are unable to realize the fallacy of this marketing campaign.
Mr. Wrenn - your thoughts on this? Thanks in advance.
October 17th, 2007 at 3:37 am
Times have changed and yet the grass is always greener on the other side. There are times that Delta has let me down and yet here I am still trying to book my flights on Delta - because I still have those amazing moments where I know that Delta is my carrier of choice.
My first flight with the Delta family was on Western Airlines as a young child - The Douglas DC-10 from Los Angeles to Honolulu. I can still remember the awful red seats with orange floral patterns. What a nice change the Blue leather is from back then.
I also appreciate the numerous delays that Delta imposes on its passengers, because I know that all of them are either out of your control, or the ones that are in your control are ensuring that the aircraft is safe for me and my loved ones to travel on. I had to chuckle that Mr DearHowSad was upset that the pilot noticed that the air pressure was unsafe in the tire. I am certain that he would have been more upset if the aircraft crashed because the tire blew out upon the pressure applied touching down, although he likely wouldn’t have had the chance to write about that.
I also find it interesting that Mr DearHowSad mentions that regional jets don’t work on routes, then continues to say that they are always packed. This indicates that the RJs are in fact working. I also believe that the seat width is pretty much the same as coach seating on the “big planes.” I do agree that the cabin height is a little low, but I’m alright with that. I oftentimes prefer the RJs on shorter flights, because they are quieter, faster and more environmentally friendly than many of the larger jets. The CRJ 900 even features two class seating and is only 30 or so seats shy of an MD-90. I realize that many Medallion level flyers are disappointed because there aren’t upgrades available, however, the seats purchased are coach class seats. Bottom line is that regional jets allow for the flexible flight schedules so many airports have. My guess is that these same travellers would be griping if there were only one or two flights a day out of the airports they travel. Delta is a business and in order to stay out of bankruptcy the cost/benefit analysis of having regionals handle the ferrying to major airports simply make sense.
Ironically, out of my home airport - Salt Lake City, I have seen a dramatic improvement of the service from Delta agents and flight attendants. The improvements made to the station are welcome, but the improvement of service is what will keep me singing Delta’s praise.
Please keep on doing what you’re doing. I can only hope that this great service starts spreading East, so that the jaded PMs can again enjoy their Delta experiences.
October 22nd, 2007 at 3:27 pm
Now I’m getting nervous. I NEVER fly…anywhere…ever. But over Christmas my son and I are taking the adventure of a lifetime with a trip from Ohio to Tokyo, Japan. I’ve tried and tried to get a response from someone at Delta to find out if there is a plug in port for laptop computers on the plane we’ll be taking and have received 3 different answers. So do I take my laptop and lug it around needlessly or do I leave it at home only to find out we could have used it for entertainment on the loooooong flight.
I personally don’t like the idea of music blaring when I board the plane. Not everyone is into music and those that enjoy it can bring their own MP3s.
This upcoming trip is starting to make me nervous. I hope it’s not going to be as miserable as some of these comments make it sound. Is the food really that bad? Is there anything special I should be requesting but I’m not aware of? Any tips would be greatly appreciated.
October 22nd, 2007 at 4:36 pm
Hi, I just wanted to give some additional input to this string. It appears that there are mixed opinions as to the “New Delta” and the supposed changes. I for one, and I travel 2-4 flights each week on Delta, haven’t seen many changes at all. The music upon boarding and departure is the lone exception, and I don’t mind it as long as the sound is kept at a reasonable level.
However, even though I travel 50+ flights a year, living it is still very hard to reach Gold or Platinum levels. The seats are narrower and closer together, which is tough for a 6′+ individuals. In flight entertainment (if flying up and down the east coast) is all but gone (it helped break the monotony of flying). So as I see it, Delta isn’t really looking out for its “bread & butter” customers (the business traveler). If you haven’t already seen it, you will soon, you are losing a lot of your “Brand” loyalty customers and will continue to do so (especially those that are regionally based in Atlanta).
October 22nd, 2007 at 4:38 pm
Follow up - I meant to say “living in Atlanta”, 2nd paragraph, 1st sentence.
October 22nd, 2007 at 10:43 pm
In case you missed this article seems Delta is getting another black eye in the press for the ill advised changes to the FF program. If you haven’t read this I would suggest you do so,
http://www.usatoday.com/travel/columnist/brancatelli/2007-10-22-frequent-flier-programs_N.htm
Might change your attitude towards the “new” Delta. Will be interesting to see if Mr Wrenn responds.
SAM
October 23rd, 2007 at 8:59 am
Why would you limit Delta FF mile seats as reported in the USA today?
http://www.usatoday.com/travel/columnist/brancatelli/2007-10-22-frequent-flier-programs_N.htm
October 24th, 2007 at 6:54 pm
ATLflyer–
(See post #21, readers…)
The point of the “Change Is” campaign is that Delta is changing. There is a new attitude. No doubt, it’s a work in progress. With hundreds of aircraft, it takes a while to retrofit them. You’ll also see eventual roll-outs of certain programs, like the Todd English food selections for sale. It’s a huge operation, and we want to make sure we get it right.
Change is… here and still coming!
October 25th, 2007 at 2:43 pm
Who knew that posting a blog would result in lots of snail mail?
Since first writing this column, my snail mail box (and my telephone voicemail box) has been overflowing, both with good comments from customers happy with their experiences as well as letters describing travel horror stories.
While I appreciate the direct feedback, I am not in a position to resolve specific customer issues. My team and I gather insights on the macro level–surveys, focus groups, and large data sets for the purpose of directing corporate strategy and improving overall customer satisfaction.
We have a dedicated, trained Customer Care staff to answer your inquiries. You can express your travel comments by:
–Emailing us through delta.com: http://www.delta.com/emailus/servlet/EmailUs?cmd=go
–Calling us at 800-221-1212 or your usual SkyMiles Member Services number.
–Mailing comments to Delta Air Lines, P.O. Box 20980, Atlanta, GA 30320-2980.
November 4th, 2007 at 5:09 pm
Hmm - it seems we are all still waiting an answer on 99.9% of the difficult quiestions.
November 15th, 2007 at 12:40 pm
Dear Mr Wrenn
The Blog is a probably the best customer service idea DL has come up with in a while! It allows us, your most loyal customers, to put a face and a name with a DL Department. I for one am tired of the “Thank you for your suggestion” impersonal email reply.
a suggestion: Have DL add more blog catagories with more department managers. For example: On Board Expreience, under Airport: Check in, Security, Gate area, etc.
Nick
November 24th, 2007 at 9:12 am
[...] When you click through on the ad, it takes you to «www.delta.com». (Blogging is an amazing tactic for engaging in conversation with your customers. I even hear from my good friend Joe that «www.jaffejuice.com».) So, what happens on the blog? One might expect to learn more about the airlines changes. Instead, I was presented with a rather drab (like the old Delta), but clean, design and a post called «blog.delta.com» [...]
January 11th, 2008 at 10:17 am
There is yet another story today about Delta involved in a possible merger with United or Northwest. As a loyal Delta customer, I am against any possible merger with these two airlines. I have never been a fan of United. I only do so if my business forces me to. I would avoid them like the plague, even if strategically they would open up Delta more to western domestic operations and Asia.
Northwest’s labor issues might be a lot to swallow as well, not to mention a lack of commonality in the fleets. That could really muck up maintinence.
It just seems risky after coming out of bankruptcy to merge. You had to fight off US Scareways, uh I mean Airways. That was a real victory. I prefer that Delta fly on her own. I hope that Delta can somehow keep us informed of what is going on via this resource. Thanks.
January 15th, 2008 at 10:50 am
I agree with DeltaMD-90Flyer and am also against any merger with United or Northwest.
And yes, maybe you Delta folks can provide us with some information and their position on these rumours.
Go Delta!