Special Report
‘Keep Climbing’
Joanne Smith, svp for inflight services for Delta Air Lines, met up with Jo Austin when she was passing through London to talk about the carrier’s newest developments
“One thing we learned when going through bankcruptcy was the importance of customer service. Following a US$3 billion investment started 20 months ago,
and to be completed by April 2013, we are ensuring all our BusinessElite customers in 767s have a fully-flat bed, new inflight menus, more choice from the wine list and personal Tvs on the back of every seat.”
“On the catering front we offer two meals on the transatlantic routes. A pre-order express meal option features fewer courses for those wanting to get some sleep or do some work. We work closely with Gate Gourmet out of London Heathrow and describe our exact requirements with their executive chef. We also work with celebrity chefs on some menus. “100% of our domestic fleet now has WiFi provided by GoGo and we are now working on our long haul international fleet with Pansonic. When the project is complete in 2015, we will be operating over 1,000 WiFi-equipped aircraft worldwide using touch-screen technology.”
Delta’s US hub
There is also plenty going on at Delta’s hub in Atlanta. The new Maynard H. Jackson international terminal opened with a fanfare in May this year when it welcomed Delta flight DL177 from Dublin, Ireland, the first plane to land at the new concourse.
“We are also building on the success of our Premium Economy seating, ‘Economy Comfort’, and are selling the same product within the US on all flights over 750 miles.” “We now have 20,000 flight attendants and have no immediate plans to change the classic Richard Tyler uniform brought on board in 2006. We are, however, looking at new
Delta operates more than 1,000 daily departures out of Atlanta to 208 destinations. Around two thirds of Delta’s international passengers arriving at the terminal are connecting passengers.
Delta’s contribution to the new terminal and concourse is part of a $3 billion investment in facilities, products and technology in the air and on the ground. In addition to Maynard H. Jackson International, renovation and expansion of Delta airport facilities are also underway in New York, Seattle, Los Angeles and Salt Lake City.
SkyClub
Over the past two years, Delta has opened or renovated 12 SkyClubs across the Delta system which have been visited by more than nine million passengers.
At the opening of the new international terminal in Atlanta, Delta unveiled its newest SkyClub, the latest addition to the airline’s
amenity kits and are testing a new range of blankets. It is ‘work in progress’. “Our aim is to offer a relaxing flying experience with quality of product and recognisable brands. We want our customers to remember Delta for its gracious service. Our new tagline is ‘Keep Climbing’ and we have a clear runway ahead of us to do just that.”
worldwide network of 53 SkyClubs. It is the first lounge in the system to feature a mezzanine level, offering views of the FAA control tower and Delta’s airside operations. Amenities include: eight shower suites; work areas and cyber bars; and a full-service bar offering a range of cocktails, beer sand wine. The F-Concourse SkyClub also features a Beats Lounge, a dedicated relaxation zone sponsored by Beats by Dre, with a specially created ambiance to help passengers relax before departure.
www.delta.com
www.onboardhospitality.com 41
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90 |
Page 91 |
Page 92