case study delta airline poor customer service

CUSTOMER SERVICE

Members: Nguyen Thi Thanh Tai Nguyen Thi Mai Ho Thi Xuan

Group 4

CONTENT

1 2 3 4

Background Problems Solutions Evaluation Q&A

5

BACKGROUND

1928 in Monroe,

Louisiana, USARichard Anderson

C.E. Woolman > 180 million

Founder Annual Passengers

Founded CEO

Brand name

AwardsNo. 1 ranking in the Holistic World Safety Awards 2013

- Air Transport Rating Agency2014 Airline of the Year - Air Transport World MagazineTop 50 Most Admired Companies – Fortune 2015Number 1 Business Travel News’ Annual Airline Survey

2015 (for 5th consecutive year)Best Foreign Airline 2015 in KoreaBest-performing CEO in the world (The only Airline

Chief of the list) 2015

MissionsWe—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.

PROBLEMS

7

CUSTOMERS’ COMPLAINT

Orlando MCO

New York JFK

January

1st 2016January 2nd

at 4 p.m

the next day

at 12 midday1.5 hours

7.45 pm 1.5 hour wait 15 minutes January 3rd

at 1 a.m

FLIGHT DELAY

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

ORLANDO MCO

IN NEW YORK JFK

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

SOLUTIONS

Solutions

Recognize and apologize for their

inconvenience

Refuse rightful

customer's

requirement about

compensation

issue 4 Electronic

Transportation Credit

Vouchers

STRENGTHS

Made a compensation by 4 Electronic Transportation

Credit Vouchers for $ 150.00

EVALUATION

Realized their commitment

WEAKNESSES

Do not respond quickly

Do not provide clear information about 4 vouchers

Put forward paltry compensation ( $150 airline credit)

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

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

Thank you for your attention

!!!