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March 24, 2013

Delta Airlines turns a bad situation into a customer service opportunity with a slice of hospitality

by Austintatiously

Delta Airlines turns a bad situation into a customer service opportunity with a slice of hospitality

When we as consumers think of the industries that are truly inept in the customer service game, the airlines industry has to be at the top of the list. Constant nickle and dime-ing, frequent delays, expensive rebooking, lost luggage, ticket agents from hell, ornery stewardesses– I don’t need to go down the list to drive my point home. They are quite simply, the worst.  

But it is in that same breath that I will give credit to when credit is due. As the hyperlink to this article points out, on March 18, passengers aboard a Delta Airlines flight from Boston to Atlanta found themselves stuck on the tarmac for 3 hours!!!! due to inclement weather. Instead of telling passengers to smile and bear the customer beat down (per usual), the pilot called in 60 pizzas for the passengers to make the wait more bearable.

For customers trained to expect airlines to top on fees and delays, the sight of pizzas topped with delicious pepperonis and mushrooms must have been a welcome departure. A gesture like buying pizzas for your airplane during a long delay is admittedly a small and relatively inexpensive gesture, but if these practices become an industry standard, the airline industry, and particularly Delta Airlines, may be on their way toward redirecting the embarrassing record of customer experience to a more desirable destination. 

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