Company Background
This airline company is headquartered in Atlanta, Georgia.
What is Delta Air Lines?
The primary service Delta provides to customers.
What is air transportation?
According to Delta, the customer journey ends only after customers complete this task.
What is leaving the airport with their luggage?
Delta gathers information about recent travel experiences using this method.
What are customer surveys?
When flights don’t board on time, this negative outcome often occurs.
What are flight delays?
Delta was founded in 1925 and originally operated as this type of business
What is a crop‑dusting company?
Delta operates both domestic and this type of flight service.
What are international flights?
Delta views every part of the journey as important, from booking considerations to this final step.
Delta views every part of the journey as important, from booking considerations to this final step.
This remains the fastest and most serious pain point for travelers.
What is timeliness of flights?
Delays can frustrate passengers and lead to this business consequence.
what is a loss of revenue?
This U.S. airline is known for operating one of the largest global route networks.
What is Delta Air Lines?
Customers identified this as a key factor in making gate areas more comfortable.
What is convenience?
Delta strives to make every segment of the customer journey feel this way.
What is enjoyable, painless, and stress-free?
Survey results revealed this specific airport area as an ongoing concern for customers.
What is the gate experience?
These are problems or challenges experienced by customers
What are pain points?
Delta invests this amount in its people
What are billions?
Some passengers said they would prefer to do this instead of standing in line.
What is sit and get work done?
Delta believes improving this experience can help reduce frustration for passengers.
What is the customer journey?
Delta uses survey data to identify these issues in the customer experience.
What are pain points?
The act of Delta creating new services , goods or processes
What is innovation?
Delta Airlines serves nearly how many people per year?
What is nearly 200 million?
Gate areas can vary greatly, with some located far from stores and restaurants and some located here.
What is near shops and restaurants?
Gate seating can range from small areas with 20–30 seats to areas that can handle this many passengers.
What is up to 300 passengers?
Delta uses this from surveys to to determine customers' pain points
What is data?
Problems during boarding at one gate can create this throughout the system.
What is a ripple effect?