Delta Customer Service Improvements

Tue Jun 13, 2000 4:55 am

As a Delta employee, I would like to see if anyone out there has any suggestions on how we can improve on our customer service.

Also I would like to know how many of you are in the airline industry and who you work for and what do you do.

I work for Delta Air Lines in ATL. I am a ticket agent. 4 years in the airline industry.

Posts: 58
Joined: Wed May 03, 2000 11:13 am

RE: Delta Customer Service Improvements

Tue Jun 13, 2000 5:31 am

I like Delta's service. But, as I have posted before, please fix ASA. They have a major reliability issue, IMO.

RE: Delta Customer Service Improvements

Tue Jun 13, 2000 5:46 am

I think that it has to do with the aircraft...I think that if you keep it smaller but not too small you can keep good service...I like it when flight attendents come up to me and ask if I would like any more soft drink or food or any thing of that sort...I think that the 717 or MD-90 serries would be perfect...I think that if you aimed more at the costomer as being the number one you would have great success...You could also not try to feed us bs like many airlines do saying o we have taken out a ""whole row of seats to give you more leg room"" You could actually do somthing like that but better...Like take out 3-5 rows of seating or make the config on say your md-90 aircraft 2 and 2 instead of 3 and 3....Space on the aircraft is a big consern amont travelers....

Posts: 175
Joined: Tue Jul 04, 2000 10:17 am

RE: Delta Customer Service Improvements

Tue Jun 13, 2000 7:21 am

I've always gotten better service on larger aircraft. I think Delta's Customer Service is excellent!!!
AF Cabin Crew
Posts: 930
Joined: Sun Sep 19, 1999 11:45 pm

RE: Delta Customer Service Improvements

Wed Jun 14, 2000 1:04 am

Hi The Spinmaster !

I work for Air France as a cabin attendant, I am on the long-haul routes out of CDG and I fly mainly on the 747's, 777's and A340: My main routes are to the Americas, North, Central and South.

I would like to say that I, like many of my colleagues, am very proud to be working with Delta. Our 2 airlines have a formidable relationship that is well built. I believe that we will go far together in establishing a full cooperation and greater service.

I have always enjoyed my flights on Delta, whether in Business Elite or in Economy.
Yet, like many other people I feel that Delta should change its domestic service totally and add another flight attendant to each flight that serve the domestic and regional routes. At Air France we have for example 5 flight attendants on an A320 on normal routes and 6 on the CDG-LHR/BRU and AMS. Those routes are short but we still provide the same service hence the extra cabin attendant. On a CDG-LHR which is a 40 minute flight, you get a drink and a sandwich (choice of two): You can get as many drinks as you wish. It is not a lot but for a flight where you taxy more than you fly there is no need for more food. In Business Class you get a full cold tray with a salad or cold cuts, cheese, and dessert and the usual drinks, cold or hot.
A more personal approach to the customer service is better than the "grap your snack at the entrance". all airlines in Europe hand-out the snack on the plane after take off.

I will be coming to ATL on a check flight on AF316 on the 20th of July. We could meet if you wish to.

Send me an email at

By the way, I love your new uniforms ! Congratulations !

Happy Flying,

AF Cabin Crew.

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Posts: 3619
Joined: Wed May 24, 2000 2:50 am

RE: Delta Customer Service Improvements

Wed Jun 14, 2000 1:17 am

Delta has a long tradition of better than average customer service. The
airline is making great strides to maintain standardized customer care,
and is working toward achieving a leadership position in the industry. I
think Delta needs to do the following though:

1). Accelerate the disposal of older aircraft, like the L1011's, B727's
and 737's.

2). Develop and maintain a uniform signage/logo system to maintain
and promote brand recognition.

3). Consider utilizing larger aircraft on key transatlantic routes. The
767-300ER is falling out of favor with frequent flyers. It is too
small. Customers want wider jets.

4). Revamp international economy. Install PTV's, spend money on
the back of the plane.

5). Actively promote the Delta/United frequent flyer agreement, if
it will remain intact.

Posts: 2953
Joined: Tue May 18, 1999 7:45 am

RE: Delta Customer Service Improvements

Wed Jun 14, 2000 6:27 am

Please improve reservations system. I wanted to book a flight to FLL to ride the L1011 but the response was this: can't handel reservations for your country. If you are a resident of the US, Canada, Sweden... (most EU countries), press the back button on your browser and fill the correct info. Im not using the exact words cause I don't care going back to their website but you got the idea. So I should go to a ticket office and pay a higher price??? No way. I mean what's the problem with an e-ticket (shouldn't LGA-ATL-FLL qualify for that???) even if you live in the Sahara desert?? If Delta doesn't want the residents of my country as their customers, I'll stick with other US carriers, namely US Airways, United and Northwest. US even delivers tickets with Fedex to Finland for no extra fee. No thanks, Delta.

Air Asia Super Elite, Cebu Pacific Titanium
Posts: 175
Joined: Tue Jul 04, 2000 10:17 am

RE: Delta Customer Service Improvements

Wed Jun 14, 2000 7:05 am

ContinentalEWR. You stole the words right out of my mouth. I couldnt agree with you more, I especially like the part about the Boeing 767-300ER. I personally dont like the aircraft.

More 777's!!!!!!!!!!!!!!!!