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Finally, he said that in order for Delta to
complete the circle on improving customer
service, the airline must work with its
Delta connection partner airlines to ensure
that they are providing the same level of
service that Delta is striving to maintain.
“We need to shore up all of the loose ends,
including our partner carriers. Whether it’s
on-time performance, service on-board or
in the airports, we need to know that our
customers can expect the same quality
customer service, because in the end it will
reflect back on us,” said Macenczack.
A lot has been written about Delta and the story about
how the company emerged from a dire situation to what
Macenczack categorizes as a “stronger carrier, with a much
better balance sheet.” Many will study just how they were
able to accomplish what they did in a relatively short
amount of time. But if there is one lesson to be learned
from the Delta story, it’s that in the service industry the
customer is still king.
Delta’s New CEO
Committed to Service
On August 21, 2007, the board
of directors of Delta Air Lines
announced that Richard H.
Anderson would succeed
Gerald Grinstein as the
company’s new CEO.
In a statement to the press,
Anderson said:
“With a solid strategy
in place that provides a
dynamic platform for the
future growth and success,
I look forward to working
side by side with Delta
professionals to make Delta an
undisputed leader in customer
service, operational performance,
and financial strength and stability.”
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