Delta Air Lines aims to climb customer satisfaction table

Airline Industry Information, Oct 6, 2004

AIRLINE INDUSTRY INFORMATION-(C)1997-2004 M2 COMMUNICATIONS LTD

Delta Air Lines' chief customer service officer Lee Macenzcak has said that the airline is looking to become one of the top three ranked airlines for customer service, on-time performance, baggage handling and cancelled flights as part of its turnaround plan.

The struggling airline is USD20bn in debt and is reshaping to try to attract customers away from low-cost domestic airlines. Macenzcak, speaking to Delta Air Lines' retirees, said that the airline will introduce a staff bonus scheme if necessary to boost its ranking.

The retirees were also told that they would have to sacrifice to help the airline avoid bankruptcy, with increased monthly healthcare costs. Delta Air Lines' CEO Gerald Grinstein and chief financial officer Mike Palumbo also spoke at the meeting and reassured the retirees that they were doing all they could to avoid filing for bankruptcy, reports the Salt Lake Tribune.

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