Delta Airlines Customer Service

Delta Airlines, is by far my favorite airline. I rarely deal with delays, their customer service is always top notch and the planes are very clean. Sometimes the airfare is a bit pricey compared to other airlines traveling to the same destination; but I do not mind paying for quality (when I can). For me, Delta Airlines covers all five variables (discussed in chapter 12) of service quality: tangibles, reliability, responsiveness, assurances, and empathy. In order for any company to market themselves effectively, they need to show consumers that they fulfill all variables of service quality and that they do it better than their competition. Spirit Air, has some of the dirtiest planes I have ever stepped foot on. Coincidentally

A significant example of what not to do in the airline business is United Airlines’ recent debacles with passengers. Faced with uncooperative customers, United simply used armed men to drag a passenger off a flight he paid for. He had no recourse, was given no options. Managing the fallout would have been simple; a swift apology and a promise of restitution. Although every airline does not have such extreme cases of poor customer service, a passenger having any unpleasant experiences can be just as damning to an airlines reputation. Showing that our airline has empathy, cares about and understands the consumer’s needs, and will fulfill them, is extremely important. One way to market ourselves as an airline that cares, is to have a slogan geared toward the customers. JetBlue has an amazing slogan, “You Above All; Inspiring Humanity”. The slogan is something that a customer remembers whenever they see your airline’s name or

Segmentation by benefits sought “focuses on attributes people seek and benefits they expect to receive fro a good or service”. If a passenger seeks the benefits of first class while flying, send them exclusive emails of: deals on first class flights, any upgrades made to first class (i.e. more leg room added, luxury seating, better food/ drink selections). If a passenger seeks the benefits of low air fare, email them often about sales on tickets and the benefits of the frequent flyer