Could Delta's 'Brand Perfect' Idea Change Regional Airlines for The Better? | TravelPulse

 

How in the heck does the second half of this article in any way stay relavent to the first half.
Regional airlines are struggling to hire but some how operational on time performance and customer satisfaction ("the delta blueprint") are going to help?
Ok
Don't waste your time.

 

Delta connection's new motto: Demand more, pay less

 

Who cares about on-time performance, anyway? No passenger thinks to themself, "Gee, United's D-0 is slightly better than American's, I'm booking on United!"

 

Delta could bring all the regional flying back in house.

Problem solved.

 

This. Most pax only see the price and that is where we are at. Brand perfect is just setting pax up for disappointment. Things happen...where we all fail is in the customer service portion when things do go to Hell.

 

It's Delta's trick basketball shot team.

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Actually, false. Delta currently charges a 10% premium over other airlines due to exceptional performance and customer service scores. Reliability is extremely important, especially to business customers and large business accounts, which have migrated to Delta over the years further strengthening the brand. You and Joe Blow on Expedia may not care about prices, but leisure customers are not the customers they're fighting for.

 

Passengers do care about on-time performance.

I started flying for fun...strictly a hobby before considering it a career when my instructor hinted about flying as a profession. I continued in my sales and marketing career, and flying for business ( a lot ) earning Platinum status etc on more than one airline. From a customer standpoint, I've flown them all and without a lengthy editorial on how they have evolved and changed, the point is as a business traveler, sure price is a factor, but reliability, service and the product make a difference. From my past "customer" experiences, and the insights gained from being an employee of more than one airline, the strides companies are taking to make the experience better have come a long way in the past decade. For some price may be king, but those other factors are why people will spend more for a better product, and reliable service.

 

I can't help but think that flying regional feed for Delta is the equivalent of "making a deal with the devil"