WorldTraveler
Corn Field
- Dec 5, 2003
- 21,709
- 10,662
- Banned
- #16
does the fact that you just took a pay cut color your outlook at all? Maybe your morale is at an all-time low but I can tell that many DL employees are coping with the changes and adapting to the new environment. If other carriers are any indication, it will take another year or so assuming no further cuts which I predict are unlikely unless there is a global or industry wide shock to the airlines.
actually, DL's customer service using the common metrics is mid-tier. airline service is not well-regarded, particulary at the hub and spoke airlines. I was at LAX recently in the terminal of the large legacy carrier that has operations in 3 terminals. There was a line of customers that were sent to a counter that had yet to be staffed - all of them complaining about one thing or the other and saying they would not fly U* again. Now, I've been around enough to know those kind of scenes happen elsewhere but I also mention to you that you rarely see the long lines of customers in DL concourses waiting to be rebooked you once saw now that they have their not lines to res and automated gate reader/screen project. That system is best in class. Other airlines do a better job, in-flight in my opinion but DL provides better customer service on the ground - in no small part because of all the automation they have put into the airport.
actually, DL's customer service using the common metrics is mid-tier. airline service is not well-regarded, particulary at the hub and spoke airlines. I was at LAX recently in the terminal of the large legacy carrier that has operations in 3 terminals. There was a line of customers that were sent to a counter that had yet to be staffed - all of them complaining about one thing or the other and saying they would not fly U* again. Now, I've been around enough to know those kind of scenes happen elsewhere but I also mention to you that you rarely see the long lines of customers in DL concourses waiting to be rebooked you once saw now that they have their not lines to res and automated gate reader/screen project. That system is best in class. Other airlines do a better job, in-flight in my opinion but DL provides better customer service on the ground - in no small part because of all the automation they have put into the airport.