Delta Airways, founded in 1924 and headquartered in Atlanta, operates over 6,795 daily flights to 461 destinations worldwide but faces challenges such as rising operational costs, declining profits, and customer service performance gaps. Key issues include inadequate food quality, lengthy flight delays, and inconsistent service that do not align with its premium brand image. The airline has historically partnered with others in alliances, such as SkyTeam, but struggles with maintaining customer expectations amid operational challenges.

1. QUALITY GAP ANALYSIS
DELTA AIRWAYS

2. Background Information
 Founded May 30, 1924
 Headquarters: Atlanta, Georgia
 CEO: Bill Ayer
 Employees: 75,000+
 Daily Flights + Partners: 6,795
 Destinations: 461cities in 96 countries
 First passenger flight in 1929 Dallas, Texas to
Jackson, Mississippi. (scribd.com)

3. Continue…
In 2000 Delta partnered with Aero Mexico, Air
France, and Korean Air to form Sky Team, a global
alliance.
Three years later, Delta began the largest domestic
code share alliance with Continental Airlines and
Northwest Airlines.
Today SkyTeam is the second largest airline
alliance in the world (after Star Alliance)

4. Main Issues and Problems
•Rising Operational Costs
•Labor Cost
•Taxes and security fees
•Rising prices of fuel
•Large Executive Perks
•Declining Profits and Market Share

5. •Resulting from 9/11, war in Iraq, and SARS.
•Customer Service

6. Performance gap
•Multiple options of food with fresh quality and
adequate quantity lacking in some flights.
•Lengthy flight delays which leads to dissatisfied
customers.
•Lack of maintenance with ripped and dirty seats.
•Flight venue changes at the end time during
departure which requires to travel from one
terminal to another difficult.(Airlinequality.com)

7. Expectation gap
•Even though the bookings are made in advance
there are less possibility of getting preferred
seats.
•Stewards and airhostesses are unable to give
standardized services and aren’t friendly.
•No proper lounge facility available at the
airports travellers waiting for their flights.
•Delta is a premium brand but services are not
consistent with the brand image.
(Qualityairlines.com)

8. REFRENCES
Works Cited
(nd). Retrieved Aug 26, 2013, from qualityairlines.com.
(nd). Retrieved aug 26, 2013, from airlinequality.com.

9. Thank you