Delta outlines top initiatives for balance of 2018

Officials at Delta Air Lines recently summarized some of the airline’s top initiatives aimed at improving the customer experience. One of Delta’s highest priorities is to provide “seamless connectivity across Delta’s global partnership network.” Delta is actively working on its joint venture partnerships to make sure that product offerings are better aligned to provide a more consistent experience. Delta is enhancing its system for directing calls from travelers flying on partner carriers to its various help centers. Delta is also working to enable check-in and seat selection across network carriers through any portal.

Another initiative includes a plan to make passenger data more accessible to its employees so that they can better understand customer needs. For example, “if a flight attendant could know that a passenger just faced two delays in a row, he or she could soften the frustration by offering that passenger a drink voucher.”

On the operations end, Delta recognizes that onboard Wi-Fi reliability has been a problem recently. Officials note, “Many of the failures this winter stemmed from moving the satellite antennas to the top of the aircraft to provide better service, but during de-icing water intrusion make the antennas stop moving, which disables Wi-Fi access.” Delta expects the problem to clear up soon but is also working with Wi-Fi provider Gogo to make sure it does not happen again next winter. Finally, while Delta continues to top its competitors in on-time performance and cancellation rates, the airline remains committed to finding additional ways to improve operations. This year Delta said it will focus on recovery from irregular operations. For example, “How do we get back to 100 percent in 24 hours instead of 48 hours,” one airline official notes.