Delta customer satisfaction plunges

Delta customer satisfaction plunges

There are 24 comments on the Business Journal story from Jun 21, 2011, titled Delta customer satisfaction plunges. In it, Business Journal reports that:

Delta was ranked lowest among all of the carriers rated in The American Customer Satisfaction Index .

Join the discussion below, or Read more at Business Journal.

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not a fine wine

Bristol, VT

#1 Jun 22, 2011
Delta bought Northwest in 2008 and completed integration of the deal last year.

There in lies the problem. delta is now northwest. Only the name changed to protect the innocent. However, all the names who caused the problem, stayed the same.
Troy

AOL

#2 Jun 22, 2011
Thats why its now known as SCABAIR. There is nothing lower then a SCAB. And it shows.
ex-hp

Saint Paul, MN

#3 Jun 22, 2011
Troy wrote:
Thats why its now known as SCABAIR. There is nothing lower then a SCAB. And it shows.
get a life Sybil..
John

Cincinnati, OH

#4 Jun 23, 2011
That's what you get when you have so many code share/ and connection carriers that pay nothing
ramprat

Lodi, CA

#5 Jun 23, 2011
Thats just the way management wants it. We're not happy till your not happy'. If management cared about passenger service THEY would do something about it. THEY are the managers. Only THEY can hire enough employees to get the job done and have enough equipment to get the job done and have enough qualified mechanics to fix the equipment. Insted THEY opt for the least number of employees, broken, unrepaired equipment, generally poor customer service from employees that know that management can not be trusted to do anything they say they will. Middle level management are afraid of upper level management, the guys at the top could care less about the passengers or the employees and only want to fill they're pockets with the passengers money. WE got your money now fight us for any service. WE could care less. Your money is in OUR bank. Tough luck.
not a fine wine

Bristol, VT

#6 Jun 23, 2011
ramprat wrote:
Thats just the way management wants it. We're not happy till your not happy'. If management cared about passenger service THEY would do something about it. THEY are the managers. Only THEY can hire enough employees to get the job done and have enough equipment to get the job done and have enough qualified mechanics to fix the equipment. Insted THEY opt for the least number of employees, broken, unrepaired equipment, generally poor customer service from employees that know that management can not be trusted to do anything they say they will. Middle level management are afraid of upper level management, the guys at the top could care less about the passengers or the employees and only want to fill they're pockets with the passengers money. WE got your money now fight us for any service. WE could care less. Your money is in OUR bank. Tough luck.
Treat air fare as Cab fare. Pay when you get there. Instead of checking in at the departing gate... you check out at your arrival. Man wouldn't that put a knot in their panties?
hangar rat

Saint Petersburg, FL

#7 Jun 23, 2011
As a 30 plus year Delta employee, times have certainly changed. When I hired in Delta was the pinnacle of airline employment. Delta prided itself on 2 facts. They had the least consumer complaints for many years running and they NEVER laid off an employee in their history. Current management doesn't comprehend that loyalty is a two way street. If you are loyal to your employess, they will be loyal to the company. Employees are no longer assests, we are liabilities. The demise of Delta as I knew it happened when Delta bought out PanAm. PanAm was riddled with entitlement mentality employees. PanAm hadn't made money in years and sold assests just to keep afloat prior to the Delta buyout. After Delta bought PanAm for almost 1 Billion dollars, they laid off junior Delta employees and kept the lazy PanAm employees with more seniority. Management no longer is promoted from within by people who started at the bottom and worked their way up. They walked in my shoes in the old style of promotion. Current management are carpet baggers just looking for quick monetary gain, no allegiance to the airline. It is a sad state of affairs at Delta now. In the past when I siad I worked for Delta, I was told by everyone that Delta was their favorite airline. Now if I say I work for Delta I either hear of all the problems they had as passengers, or I get the look like they despise Delta, but are being kind for my sake, and not telling me of their problems with Delta. Sad state of affairs, but employees no longer care about the job they do. It's just a job, do the minimal to get by.
not a fine wine

Bristol, VT

#8 Jun 23, 2011
hangar rat wrote:
As a 30 plus year Delta employee, times have certainly changed. When I hired in Delta was the pinnacle of airline employment. Delta prided itself on 2 facts. They had the least consumer complaints for many years running and they NEVER laid off an employee in their history. Current management doesn't comprehend that loyalty is a two way street. If you are loyal to your employess, they will be loyal to the company. Employees are no longer assests, we are liabilities. The demise of Delta as I knew it happened when Delta bought out PanAm. PanAm was riddled with entitlement mentality employees. PanAm hadn't made money in years and sold assests just to keep afloat prior to the Delta buyout. After Delta bought PanAm for almost 1 Billion dollars, they laid off junior Delta employees and kept the lazy PanAm employees with more seniority. Management no longer is promoted from within by people who started at the bottom and worked their way up. They walked in my shoes in the old style of promotion. Current management are carpet baggers just looking for quick monetary gain, no allegiance to the airline. It is a sad state of affairs at Delta now. In the past when I siad I worked for Delta, I was told by everyone that Delta was their favorite airline. Now if I say I work for Delta I either hear of all the problems they had as passengers, or I get the look like they despise Delta, but are being kind for my sake, and not telling me of their problems with Delta. Sad state of affairs, but employees no longer care about the job they do. It's just a job, do the minimal to get by.
I think 'at one time' every airline employee argued that their airline was the best. Not anymore, now it's just a job. And the guys at the top are there just to take. Work hard for What? Lucky to have a job? U bet. Trying to stay unnoticed for as long as it last? U betah twice. This is what upper management greed has done. In today's world when the big-shots call for a company meeting, they have to make it mandatory for people To Show Up. That's Pretty good sign that no one cares.
ex-hp

Saint Paul, MN

#9 Jun 23, 2011
The people who run Delta now only care about lining their pockets..they have done it to every company they "ran". They will continue to hire a "ready reserve workforce" i.e work when they need you..no benefits,no seniority..and when the bad service starts cutting into profits, they will file bankruptcy,get their golden parachutes, and leave the airline and utter mess, with nothing for all the people who worked so hard to make it go. Just like they did to every other company they touched. Why God doesn't bring His judgement on these greedy F&*(ing pigs is something I will NEVER understand..good luck Delta workers..I am not a union person, but if I were you guys I would fight like hell to make sure there is a union presence always lurking to keep Dick and his greedy pigs honest.
ramprat

Lodi, CA

#10 Jun 23, 2011
Troy wrote:
Thats why its now known as SCABAIR. There is nothing lower then a SCAB. And it shows.
Troy
The only thing lower than a scab is the mother that brought he/she into the world.
Old NWA Guy

New Philadelphia, OH

#11 Jun 23, 2011
ramprat wrote:
<quoted text>Troy
The only thing lower than a scab is the mother that brought he/she into the world.
Is that Sybil or Spade trying to talk grown-up talk?
ramprat

Lodi, CA

#12 Jun 23, 2011
hangar rat wrote:
As a 30 plus year Delta employee, times have certainly changed. When I hired in Delta was the pinnacle of airline employment. Delta prided itself on 2 facts. They had the least consumer complaints for many years running and they NEVER laid off an employee in their history. Current management doesn't comprehend that loyalty is a two way street. If you are loyal to your employess, they will be loyal to the company. Employees are no longer assests, we are liabilities. The demise of Delta as I knew it happened when Delta bought out PanAm. PanAm was riddled with entitlement mentality employees. PanAm hadn't made money in years and sold assests just to keep afloat prior to the Delta buyout. After Delta bought PanAm for almost 1 Billion dollars, they laid off junior Delta employees and kept the lazy PanAm employees with more seniority. Management no longer is promoted from within by people who started at the bottom and worked their way up. They walked in my shoes in the old style of promotion. Current management are carpet baggers just looking for quick monetary gain, no allegiance to the airline. It is a sad state of affairs at Delta now. In the past when I siad I worked for Delta, I was told by everyone that Delta was their favorite airline. Now if I say I work for Delta I either hear of all the problems they had as passengers, or I get the look like they despise Delta, but are being kind for my sake, and not telling me of their problems with Delta. Sad state of affairs, but employees no longer care about the job they do. It's just a job, do the minimal to get by.
Hanger rat. Your just now starting to figure out why NWA employees NEEDED a UNION???? Just give it a few more months and watch what happens. Little by little THEY will change things. Full time employees will be part time. Mandatory overtime will come in. YOU go home when WE SAY you can go home'. Wages will stagnate. YOU will pay all your medical and YOU will pay more into the pension plan. Flight Attendants will slowely be replaced by Aisen girls that will work for half the wages and won't ever talk back. The only people on the field that have a Union will be the Pilots because THEY are smart enough to know without a UNION they'd really be screwed over..
This is June 23-2011. By June 23-2012 things will be very diferent at NWA/Delta. Passenger service will still be at the bottom and the employees that really cared will be falling by the wayside. Employees ARE a liability at NWA/DELTA and management wouldn't give you the time of day if they had too. Have you ever seen the CEO and his 'BOYS' ever come down and mingle with the employees and get to know them and pat the people on the back that really are working hard and do a good job day after day. Maybe a mandatory meeting were THEY tell YOU whats happening but ask for no input from any of the employees. Better watch what you say they will single you out as a troublemaker.
40 years at NWA and it never got better. Management wants it that way and could care less about passenger service and employee loyality. They give it a lot of 'lipservice' but most of THEM are to afraid to make any moves that might cost the company money.
ex-hp

Saint Paul, MN

#13 Jun 24, 2011
And as long as Delta insists on having everything revolve around that shit hole Atlanta, they are setting themselves up for complete and utter failure. Of course not for Richard and the boys..and I'd sure like to see what kinda of payout they all got for becoming codeshare partners with anit-Semite Saudia Arabia airlines? What a bunch of greedy pigs.
not a fine wine

Hinesburg, VT

#14 Jun 24, 2011
ex-hp wrote:
And as long as Delta insists on having everything revolve around that shit hole Atlanta, they are setting themselves up for complete and utter failure. Of course not for Richard and the boys..and I'd sure like to see what kinda of payout they all got for becoming codeshare partners with anit-Semite Saudia Arabia airlines? What a bunch of greedy pigs.
I am thinking this saudia code-share is going to give dal fits. Not sure, but I don't think the banks are going to like the anti semitic attitude of saudia.dicky's debt building powers might take a hit on this one. Here is a country thought to be one of the biggest supporter of terrorist, and now they can code-share on delta. Now that the United add in front of the World Trade site has been removed maybe dicky can lease the space for delta's new add.
Moana Alot Moore

Round Rock, TX

#15 Jun 24, 2011
not a fine wine wrote:
<quoted text>I think 'at one time' every airline employee argued that their airline was the best. Not anymore, now it's just a job. And the guys at the top are there just to take. Work hard for What? Lucky to have a job? U bet. Trying to stay unnoticed for as long as it last? U betah twice. This is what upper management greed has done. In today's world when the big-shots call for a company meeting, they have to make it mandatory for people To Show Up. That's Pretty good sign that no one cares.
I think it is that way everywhere and in every industry in America these days. Just paint by the numbers, connect the dots and out of sight out of mind, cause you know the gig is not going to last like it did for Daddy & Granpa.
not a fine wine

Hinesburg, VT

#16 Jun 24, 2011
Moana Alot Moore wrote:
<quoted text>
I think it is that way everywhere and in every industry in America these days. Just paint by the numbers, connect the dots and out of sight out of mind, cause you know the gig is not going to last like it did for Daddy & Granpa.
I agree.

So now that the biggest buyers of their wares no longer have jobs, where do you sell? How many rural huts in China need a big screen TV?
Old NWA Guy

New Philadelphia, OH

#17 Jun 27, 2011
not a fine wine wrote:
<quoted text>I agree.
So now that the biggest buyers of their wares no longer have jobs, where do you sell? How many rural huts in China need a big screen TV?
What percentage of the Chinese population lives in rural huts? Have you been to Beijing, Shanghai or Canton recently?
not a fine wine

Hinesburg, VT

#18 Jun 27, 2011
Old NWA Guy wrote:
<quoted text>
What percentage of the Chinese population lives in rural huts? Have you been to Beijing, Shanghai or Canton recently?
No but I have friends who live over there. They tell me about all the back alley shanty towns the people live in during their work week. Some travel by bike over 150 miles, and camp in town. Clean up before work in company bathrooms. Even though... when they're at work... they're spotless. The Chinese work hard, but they will never be what America once was. They will never have a real middle class. Sometimes to understand America... you need to see it through a foreigners eyes. My wife grew up in Japan. As hard as it was for her to come here, she will never go back. Yes, America is a great country, but will never again be the country it once was. Not without the middle class. Not everyone can be rich, but they have to believe they can be. Knowing your place, and excepting it, stops all progress.
Old NWA Guy

New Philadelphia, OH

#19 Jun 27, 2011
not a fine wine wrote:
<quoted text>No but I have friends who live over there. They tell me about all the back alley shanty towns the people live in during their work week. Some travel by bike over 150 miles, and camp in town. Clean up before work in company bathrooms. Even though... when they're at work... they're spotless. The Chinese work hard, but they will never be what America once was. They will never have a real middle class. Sometimes to understand America... you need to see it through a foreigners eyes. My wife grew up in Japan. As hard as it was for her to come here, she will never go back. Yes, America is a great country, but will never again be the country it once was. Not without the middle class. Not everyone can be rich, but they have to believe they can be. Knowing your place, and excepting it, stops all progress.
Do you agree that most Chinese don't live in rural huts. Your statement rings of jingoism, or believing in the yellow menace.
I agree the US was and still is a great country, but that has nothing to do with Chinese living in rural huts. You might want to suggest to your friends over there , that they might want to broaden their horizons.
Spade a Spade

Saint Paul, MN

#20 Jun 27, 2011
Old NWA Guy wrote:
<quoted text>
Do you agree that most Chinese don't live in rural huts. Your statement rings of jingoism, or believing in the yellow menace.
I agree the US was and still is a great country, but that has nothing to do with Chinese living in rural huts. You might want to suggest to your friends over there , that they might want to broaden their horizons.
What is great is perception..I think the USA is a great country but not as great as 10, 20, 30, 100,200 years ago. This generation will probably not have it as good as their parents.The ironic thing is I don't think they care, as long as they have their electronic gadgets. We, as an industrial power, build little to nothing and Mc Donalds is a highly sought after job, because you can get health care. The Corporate take is the unions are to blame or that taxes are too high, so outsourcing is justified to the American public. The American public buys this sales job for one simple reason, they have no choice. Who can they turn to? We live in a convenient global economy that corporations use to drive down wages. The politicians claim that lowering taxes on the rich will create jobs but the truth is it will not bring back one job that has been outsourced to the Chinese and there is no guarantee the jobs it creates will be in the USA. You ong are against unions when they thrived the middle class thrived. Today it is lower middle class and going backwards.

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