Delta Airlines was founded in 1928 and has grown to become one of the largest airlines in the world, carrying over 180 million passengers annually. However, a customer complained about a recent experience with multiple flight delays and cancellations while traveling from Orlando to New York that resulted in over 8 hours of waiting without being provided food, drink, or clear communication from the airline. While Delta apologized and provided $150 in flight credit vouchers, the summary suggests Delta could improve its customer service by responding more quickly during disruptions, providing clearer information to passengers, and offering more substantial compensation for significant inconveniences.

1. CUSTOMER SERVICE
Members: Nguyen Thi Thanh Tai
Nguyen Thi Mai
Ho Thi Xuan
Group 4

2. CONTENT
1 2 3 4
Background Problems Solutions Evaluation Q&A
5

3. BACKGROUND
1928 in Monroe,
Louisiana, USA
Richard Anderson
C.E. Woolman > 180 million
Founder Annual Passengers
Founded CEO
Brand name

4. Awards
 No. 1 ranking in the Holistic World Safety Awards 2013 - Air
Transport Rating Agency
 2014 Airline of the Year - Air Transport World Magazine
 Top 50 Most Admired Companies – Fortune 2015
 Number 1 Business Travel News’ Annual Airline Survey 2015
(for 5th consecutive year)
 Best Foreign Airline 2015 in Korea
 Best-performing CEO in the world (The only Airline Chief of
the list) 2015

5. Missions
We—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.

7. 7
CUSTOMERS’ COMPLAINT

8. Orlando MCO
New York JFK
January
1st 2016
January 2nd
at 4 p.m
the next day
at 12 midday
1.5 hours
7.45 pm 1.5 hour wait 15 minutes January 3rd
at 1 a.m

9. 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

10. 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

12. Solutions
Recognize and apologize
for their inconvenience
Refuse rightful
customer's
requirement about
compensation
issue 4 Electronic
Transportation Credit
Vouchers

13. STRENGTHS
 Made a compensation by 4 Electronic Transportation
Credit Vouchers for $ 150.00
EVALUATION
 Realized their commitment

14. WEAKNESSES
 Do not respond quickly
 Do not provide clear information about 4 vouchers
 Put forward paltry compensation ( $150 airline credit)

15. 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

16. 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

17. Thank you for your attention
!!!