Case study Delta airline poor customer service
Transcript of Case study Delta airline poor customer service
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CUSTOMER SERVICE
Members: Nguyen Thi Thanh Tai Nguyen Thi Mai Ho Thi Xuan
Group 4
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CONTENT
1 2 3 4
Background Problems Solutions Evaluation Q&A
5
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BACKGROUND
1928 in Monroe,
Louisiana, USARichard Anderson
C.E. Woolman > 180 million
Founder Annual Passengers
Founded CEO
Brand name
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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
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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.
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PROBLEMS
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7
CUSTOMERS’ COMPLAINT
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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
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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
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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
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SOLUTIONS
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Solutions
Recognize and apologize for their
inconvenience
Refuse rightful
customer's
requirement about
compensation
issue 4 Electronic
Transportation Credit
Vouchers
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STRENGTHS
Made a compensation by 4 Electronic Transportation
Credit Vouchers for $ 150.00
EVALUATION
Realized their commitment
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WEAKNESSES
Do not respond quickly
Do not provide clear information about 4 vouchers
Put forward paltry compensation ( $150 airline credit)
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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
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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
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Thank you for your attention
!!!
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