Ed Bastian is Delta’s new CEO. He is a long term Delta executive most recently its President. He is also a new age executive. For many a compliment or complaint or research request for profiling Delta in my blogs and books, I have emailed him for years now and he often responds within minutes.
I was pleased to see in his first letter in the airline’s Sky magazine, he focused on technology. As he says “As the next generation of travelers becomes a significant part of our customer base we want to meet their expectations that a top brand be a leader in technology regardless of their business. That’s why we look to companies such as Amazon, Facebook and Salesforce.com, among others, as examples of global leaders in technology that provide a great product and great customer service.”
He describes some of the innovations that Delta frequent fliers have enjoyed for years now
“..last month, we were among the earliest companies, along with Starbucks and Hyatt to use Twitter’s new direct message button within a tweet—something that’s essential for communication private customer information”
“..we have invested heavily in making the FlyDelta app an essential travel tool with the ability to book,change and monitor flights. track bags at all points of the journey and even watch the Earth scroll by via the unique ‘Glass Bottom Jet’ feature.”
“We have upgraded our flight attendants’ handheld devices with more information and functionality; we’re investing In radio-frequency identification, or ”RFID,’to improve maintenance and baggage handling and we’re deploying thousands of tablets to Delta pilots to serve as electronic flight bags.”
Look forward to more innovations from Delta under his new role.
Photo Credit – Delta of Guest Service Tool flight attendants use to personalize service in the air.