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Thread: Empowered Employees vs. Quality vs. ???
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Old Sep 24, 2009 | 3:29 pm
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ContinentalFan
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Originally Posted by MikeMpls
I recently posted a summary of the July D.O.T. stats here. Delta and/or its regional airlines bottom out in all five categories. Delta needs to make a visible & successful effort to be the best; the biggest & worst just doesn't cut it.
Thanks for the information; the news really surprised me. This year, I found DL employees to be doing a great job--much better than Continental, which I always took as the Gold Standard for legacy airlines and customer service.

I like the empowerment idea; it will be interesting to see how such a concept is implemented.
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