2. Consumer Complaints:2009 U.S. Airline Rankings 1,117 more complaints “Complaints are handled…on a case-by-case basis in the order they are received.” - Delta 33.5 million fewer passengers “Smiles don’t cost airlines a penny.” - Southwest Source: U.S. Department of Transportation Source: Yahoo! Travel
3. Communication Strategy Communication should be consistent regardless of channel, audience, or purpose Audit revealed little connectivity Target Objective: To promote one message
5. Social Networks Wide range of audience 61% in U.S. have active profiles 400 million users on Facebook 75 million users on Twitter 100 million users on YouTube Build brand image for free
6. Social Networks:YouTube Safety video features “Deltalina” and her famous finger wag Over 1.7 million views Katherine Lee has appeared on CNN, Fox News, and Ellen
17. Websites:Delta Blog – “Under the Wing” Gives company a human element Written by employees Tone: Conversational Topics: Interesting Integrates other channels
19. Delta has a relaxed dress code, but that doesn’t mean a sloppy appearance is acceptable. Appropriate business casual dress is encouraged for employee travelers. (Include pictures of inappropriate dress) Agents can’t [sell to revenue passengers] if they are checking availability on a dozen different flights for you. We encourage you to use self-service tools. If you need to call, please keep it brief so that we can continue to offer excellent service to our customers. Publications:Jetiquette
