Delta consolidates position in business travel with customer recognition systems
Monday, March 18, 2013
In today's fiercely competitive commercial aviation industry, even the smallest gesture can have a profound impact on how an airline is perceived by corporate travelers. With so many carriers to choose from, executives can afford to pick and choose when it comes to business-class flights, and airlines are becoming increasingly cognizant of this fact. To capitalize on its current position as a market-leading business airline, Delta plans to introduce customer recognition systems to provide its clients with a more personalized travel experience, reports Business Travel News.
Delta recently launched a pilot program designed to recognize frequent fliers on its business-class service. The carrier's check-in client recognition system aims to identify customers belonging to one of 31 large corporate organizations that regularly use Delta for business travel trips, so the airline can provide them with a superior customer service experience. The news source reports that the pilot launched Feb. 14, and is part of wider efforts by Delta to consolidate its position as the premier business airline in the U.S.
Clients participating in the initiative included executives from organizations such as General Electric and IBM. Although the gesture may seem insignificant, especially in light of continually rising corporate airfares, some experts believe the system could further distinguish Delta in an increasingly competitive market. If Delta deploys the service in the near future, the move could be timed especially well in light of the anticipated problems that many believe will arise from the upcoming merger of US Airways and American Airlines.
Despite early indications that the system could be rolled out on a larger scale in the future, officials at Delta said no concrete plans to introduce the initiative across the fleet had been agreed upon as of yet. In addition, some clients participating in the pilot program confirmed that full-scale integration has not yet been arranged.
"None of these things have been agreed to, but they are the kind of things we're discussing as far as what corporate recognition means and how that looks and feels from a traveler perspective," said one Delta corporate client, as quoted by the news source.
Going from strength to strength
Delta is in an enviable position in the commercial aviation industry. Earlier this year, the carrier was named the best business airline in the world, according to Business Travel News' annual Airline Survey, winning every category and securing the top spot for the second year running.
Many respondents participating in the survey cited Delta's commitment to superior customer service as a primary factor behind the airline's continued success in the business travel market.
"With all the challenges faced by United and American this year, Delta appears to be the leader of the pack for positive service improvements," Steve Glenn, chairman and chief executive officer of Executive Travel, told the news source. He added that Delta seems "really focused on improving the customer experience," a position evidenced by its continued dedication to utilizing technology to provide customers with a superior travel experience.
Whether executives choose to fly with Delta or a rival carrier, there can be little doubt that customer service is one benchmark that sets companies apart from the competition. Business travelers who want to experience the same level of care and attention that Delta seems to be offering its clients may also want to explore alternatives to typical corporate suites at chain hotels by reserving serviced apartments or rooms in corporate housing during their next trip. This type of accommodation offers executives the quality they expect at a price point that is sure to please even the most demanding travel professional.