Sounds like this type of failure arises out of wrong motivation ... if Delta's core motivation was to keep people safe, then they would act differently. But it sounds like their core motivation is to leverage a pandemic to garner goodwill, which has resulted in the illusion of safety instead of true safety. Check your heart, Delta :(
Professor Allon, I too recently flew Delta and I have to say my expectations of service flying in the US are quite low. I personally was in fact quite impressed with Delta.
I agree with you that when it comes to flying airlines need to look at the life cycle of a passenger from airport arrival to airport departure. There are numerous touch points along the way and any single one can have a very negative impact.
My experience was super at check in, yes I had to do a check in at airport due to covid requirements. My onboard experience was great too. The only part I felt there was a bit of a drop was boarding when the communication was bad. Btw I was also delayed for two hours while sitting on the plane and YET I was satisfied because there was constant communication and the captain seemed quite apologetic.
Granted I didn't notice what you noticed. I agree that the middle seat being empty was honestly such a comforting "feature" of my flight.
What was inconsistent was departing the plane clearly had issues if one was considering distancing. It's a bit difficult though with that many people and such few flight attendants who can't even move down a single aisle plane easily when it is packed.
Overall I thought good job by Delta given the circumstances and I've already booked two future trips on the airline.
One last thing...I think flyer attitudes, behavior, and patience has improved in covid times. Don't you think?
I agree with everything you said. But it's about 90%. 90% of people have improved. 90% of the experience was good. But in a service setting, it's not about the average. It's about the tail. And the tail was not much better than usual. In fact, I usually don't care how other passengers behave. In this case, I do, since they impact me. Maybe the difference is just a difference of expectations. I was expecting more from Delta given the heavy cost implication of the middle seat, and the fact that the things I point out are costless (but require attention to details).
I'm curious if we noticed them surely the Delta management knows and if they are costless too then why are they not being resolved? What is it that gets in the way?
I'm not sure if it was in your class or in someone else's class but I recall trying to make the argument that airlines should perhaps try and think of themselves as a hospitality industry and not just a transportation industry.
We discussed it in my class (at least some of it). I think these changes are costless but do require airlines to change their processes and communicate them, as well as change the way they think about the value they provide. Given the fact that they were financially hit (and will be for a while), I don't think they had the capacity and willingness to do either.
There would be a cost in terms of the additional training it would require to improve what Prof. Allon mentioned and then possibly to monitor that it was being done. Maybe small but it would require effort and time at least.
This sounds like a situation in which the leaders who want to appear like they care (at a higher level than the competition) about safety, care more about appearing as if they do. What would be interesting would be to gather data to determine if Prof. Allon’s experience was unique or common. If common, then Delta has an opportunity w/ their marketing to say, “Everyone masked, always.” And, “No food on the plane.” If the data shows 90% are following that already then it should be good for business, right?
Sounds like this type of failure arises out of wrong motivation ... if Delta's core motivation was to keep people safe, then they would act differently. But it sounds like their core motivation is to leverage a pandemic to garner goodwill, which has resulted in the illusion of safety instead of true safety. Check your heart, Delta :(
Professor Allon, I too recently flew Delta and I have to say my expectations of service flying in the US are quite low. I personally was in fact quite impressed with Delta.
I agree with you that when it comes to flying airlines need to look at the life cycle of a passenger from airport arrival to airport departure. There are numerous touch points along the way and any single one can have a very negative impact.
My experience was super at check in, yes I had to do a check in at airport due to covid requirements. My onboard experience was great too. The only part I felt there was a bit of a drop was boarding when the communication was bad. Btw I was also delayed for two hours while sitting on the plane and YET I was satisfied because there was constant communication and the captain seemed quite apologetic.
Granted I didn't notice what you noticed. I agree that the middle seat being empty was honestly such a comforting "feature" of my flight.
What was inconsistent was departing the plane clearly had issues if one was considering distancing. It's a bit difficult though with that many people and such few flight attendants who can't even move down a single aisle plane easily when it is packed.
Overall I thought good job by Delta given the circumstances and I've already booked two future trips on the airline.
One last thing...I think flyer attitudes, behavior, and patience has improved in covid times. Don't you think?
I agree with everything you said. But it's about 90%. 90% of people have improved. 90% of the experience was good. But in a service setting, it's not about the average. It's about the tail. And the tail was not much better than usual. In fact, I usually don't care how other passengers behave. In this case, I do, since they impact me. Maybe the difference is just a difference of expectations. I was expecting more from Delta given the heavy cost implication of the middle seat, and the fact that the things I point out are costless (but require attention to details).
I'm curious if we noticed them surely the Delta management knows and if they are costless too then why are they not being resolved? What is it that gets in the way?
I'm not sure if it was in your class or in someone else's class but I recall trying to make the argument that airlines should perhaps try and think of themselves as a hospitality industry and not just a transportation industry.
We discussed it in my class (at least some of it). I think these changes are costless but do require airlines to change their processes and communicate them, as well as change the way they think about the value they provide. Given the fact that they were financially hit (and will be for a while), I don't think they had the capacity and willingness to do either.
There would be a cost in terms of the additional training it would require to improve what Prof. Allon mentioned and then possibly to monitor that it was being done. Maybe small but it would require effort and time at least.
This sounds like a situation in which the leaders who want to appear like they care (at a higher level than the competition) about safety, care more about appearing as if they do. What would be interesting would be to gather data to determine if Prof. Allon’s experience was unique or common. If common, then Delta has an opportunity w/ their marketing to say, “Everyone masked, always.” And, “No food on the plane.” If the data shows 90% are following that already then it should be good for business, right?