Delta Sets Its Own Course
In a feature article that I wrote in the May/June issue of 1to1 Magazine, I quoted a Delta Air Lines financial report as reading, “Unless we change our direction, we’re likely to end up where we’re headed.”
Seems like Delta is sticking to that proverb. Delta yesterday announced that it rejected U.S. Airways $8.3 billion hostile takeover bid. Instead Delta outlined a five-year reorganization plan. In the plan, the airline lists US Airways as being a “poor strategic fit” and because of its negative synergies, the acquisition would have created an impact of “reduced customer service.”
In that same five-year plan, Delta promised to continue to invest in its product and people to drive superior customer satisfaction. Noted enhancements such as kiosk upgrades, interactive shopping on Delta.com, and the continuance of its Velvet Rope Tour (its customer service training for all flight attendants), offer proof of Delta’s commitment to improvement.
Delta Air Lines’ CEO Gerald Grinstein said earlier this year that the company's transformation would be sweeping. It had to, he said, "if we are to survive and thrive as a stand-alone company in control of our own destiny.” We at 1to1 Magazine salute Delta’s commitment to excellence and its resolution to staying on course for the customer. We wish the airline the best in rebuilding its future.
