Originally Posted by
cerealmarketer
Well to answer OP (fellow Cardinal?) -- Delta management was explicit in their investor day presentation that they need to be more like VA in terms of service perception and quality. Whether they continue to execute on that front...they've been going in the right direction the last two years.
Delta management is delusional. The money guys may have these aspirations, but can the operations folks implement them?
Wasn't it about two years ago, that DL had set it sights on being a "premium carrier" in Asia? How'd that work out?
It's easier to change the hardware than it is to inculcate a service mentality that matches that of SQ, TG, CX, or others. Maybe if they replace their FAs with employees from the Ritz-Carlton.