The copy and imagery is spectacular. The creative minds on Madison Avenue pushing the “Delta Difference” in sharp advertising. But that’s where the good news ends. Delta Airlines has a great strategy, effective advertising, but a terrible customer experience.
They re-routed my flight through Detroit without even informing me. That’s the Delta Difference.
There were nasty, gross, tissues jammed next to my business class seat that required me to move and find a different seat. That’s the Delta Difference.
The entertainment system did not work for over 2 hours. That’s the Delta Difference.
The plan might as well have been a relic. More than 30 years old. Yes, the Delta Difference.
I can never fathom why companies set themselves up to fail by promising roses and delivering coal. The unfortunate truth? Delta is just like the rest of them. No different.
Tone down the rhetoric and focus on the customer experience. That might make a world of difference.
About Hemant Rustogi