case study delta airline poor customer service
TRANSCRIPT
CUSTOMER SERVICE
Members: Nguyen Thi Thanh Tai Nguyen Thi Mai Ho Thi Xuan
Group 4
CONTENT
1 2 3 4
Background Problems Solutions Evaluation Q&A
5
BACKGROUND
1928 in Monroe,
Louisiana, USARichard Anderson
C.E. Woolman > 180 million
Founder Annual Passengers
Founded CEO
Brand name
AwardsNo. 1 ranking in the Holistic World Safety Awards 2013
- Air Transport Rating Agency2014 Airline of the Year - Air Transport World MagazineTop 50 Most Admired Companies – Fortune 2015Number 1 Business Travel News’ Annual Airline Survey
2015 (for 5th consecutive year)Best Foreign Airline 2015 in KoreaBest-performing CEO in the world (The only Airline
Chief of the list) 2015
MissionsWe—Delta's employees, customers, and community
partners together form a force for positive local and
global change, dedicated to bettering standards of
living and the environment where we and our
customers live and work.
PROBLEMS
7
CUSTOMERS’ COMPLAINT
Orlando MCO
New York JFK
January
1st 2016January 2nd
at 4 p.m
the next day
at 12 midday1.5 hours
7.45 pm 1.5 hour wait 15 minutes January 3rd
at 1 a.m
FLIGHT DELAY
9
Not offering food or drink during 8 hours waiting in Orlando airport
Flight delay => cancelling connecting flight with Virgin Atlantic
leaving New York JFK
Not informing the later leaving flight
ORLANDO MCO
IN NEW YORK JFK
The hotel assigned at JFK
Not store customers’ luggage
No communication
between agents or hubsbeing given vouchers for
meals that could only be used in
the airport
SOLUTIONS
Solutions
Recognize and apologize for their
inconvenience
Refuse rightful
customer's
requirement about
compensation
issue 4 Electronic
Transportation Credit
Vouchers
STRENGTHS
Made a compensation by 4 Electronic Transportation
Credit Vouchers for $ 150.00
EVALUATION
Realized their commitment
WEAKNESSES
Do not respond quickly
Do not provide clear information about 4 vouchers
Put forward paltry compensation ( $150 airline credit)
OTHER SOLUTIONS
1. Train course for staff
=> raising moral and manner
2. Another compensation
=> $250.00 voucher being valid for 1 year
3. Showing the recognition of the disappointment
and inconvenience
=> symbolizing Delta’s commitment to a
continued partnership
1. http://news.delta.com/corporate-stats-and-facts
2. http://news.delta.com/awards-recognition
3. http://www.makingafortune.biz/list-of-companies-d/delta-air-lines.htm
4. http://www.bbb.org/atlanta
/business-reviews/airlines/delta-air-lines-in-atlanta-ga
-3049/complaints
Reference
Thank you for your attention
!!!