Any "Latest & Greatest" about Delta?
10-07-2010, 03:22 PM
seeing the large hubs...
Joined APC: Oct 2006
Position: 73N A
Posts: 3,728
In the rare event one of our agents actually cared enough to try this level of service, would our reservation/ticketing system let her do it? It seems that things which would should only take a couple clicks are completed with 50 keystrokes, 8 clicks, two fist pounds on the side of the screen and one swift kick to the cpu.
I've always thought of Southwest as a high efficiency carrier, not a low cost carrier.
10-07-2010, 03:36 PM
Happy to be here
Joined APC: Jun 2006
Position: A-320A
Posts: 18,563
I have had great experiences with many of our gate agents. Some not so much, but I realize that sometimes the service you get results in the way you ask.
It is easy to say they are over worked.
It is easy to say they are over worked.
10-07-2010, 03:50 PM
Gets Weekends Off
Joined APC: Jul 2010
Position: window seat
Posts: 12,544
It's partially a very intricate culture thing, at many levels. Everyone says it, but few do it and even fewer as well as SWA. The MBA crowd knows they have to say it, but not that many truly believe it and even if they do, most have no clue whatsoever how to make it happen, since most are little more than corporate mercenaries peddling their rote textbook formulaic managerial style from place to place chasing a bonus or quarterly metric. SWA focuses on the long term and puts employees ahead of revenue customers and shareholders. Some say they are run as well as they are because they are efficient, but they are efficient precisely because of their employee first foundation.
We do better than any legacy, and better than most others as well. But to be the long term best in the business that we strive to be, the emphasis on the Ultra HVC (the employee) has to come from the top down AND bottom up. And it can NOT be faked.
We do better than any legacy, and better than most others as well. But to be the long term best in the business that we strive to be, the emphasis on the Ultra HVC (the employee) has to come from the top down AND bottom up. And it can NOT be faked.
10-07-2010, 04:02 PM
Back on TDY
Joined APC: Apr 2008
Position: 747-400 Captain
Posts: 12,487
It's partially a very intricate culture thing, at many levels. Everyone says it, but few do it and even fewer as well as SWA. The MBA crowd knows they have to say it, but not that many truly believe it and even if they do, most have no clue whatsoever how to make it happen, since most are little more than corporate mercenaries peddling their rote textbook formulaic managerial style from place to place chasing a bonus or quarterly metric. SWA focuses on the long term and puts employees ahead of revenue customers and shareholders. Some say they are run as well as they are because they are efficient, but they are efficient precisely because of their employee first foundation.
We do better than any legacy, and better than most others as well. But to be the long term best in the business that we strive to be, the emphasis on the Ultra HVC (the employee) has to come from the top down AND bottom up. And it can NOT be faked.
We do better than any legacy, and better than most others as well. But to be the long term best in the business that we strive to be, the emphasis on the Ultra HVC (the employee) has to come from the top down AND bottom up. And it can NOT be faked.
Carl
10-07-2010, 04:05 PM
Gets Weekends Off
Joined APC: Dec 2007
Posts: 191
I always get treated great by other airlines. Ok by Delta. Some of my OAL friends say they get treated great by Delta. I wonder how much of it is going out of your way to be nice to "guests" versus your "family".
10-07-2010, 04:07 PM
Gets Weekends Off
Joined APC: Jul 2006
Position: Boeing Hearing and Ergonomics Lab Rat, Night Shift
Posts: 1,724
we'll I guess 3300ft is enough:
BA passengers tried to halt 777 take-off after taxiing error
Cheers
George
10-07-2010, 04:17 PM
Inventory survival kit ..
Joined APC: Jul 2008
Position: Seeking no jacket required rotations
Posts: 1,069
[Insert fNW IT/Worldflight comment here]
10-07-2010, 04:18 PM
Gets Weekends Off
Joined APC: Jul 2006
Position: Boeing Hearing and Ergonomics Lab Rat, Night Shift
Posts: 1,724
It's partially a very intricate culture thing, at many levels. Everyone says it, but few do it and even fewer as well as SWA. The MBA crowd knows they have to say it, but not that many truly believe it and even if they do, most have no clue whatsoever how to make it happen, since most are little more than corporate mercenaries peddling their rote textbook formulaic managerial style from place to place chasing a bonus or quarterly metric. SWA focuses on the long term and puts employees ahead of revenue customers and shareholders. Some say they are run as well as they are because they are efficient, but they are efficient precisely because of their employee first foundation.
We do better than any legacy, and better than most others as well. But to be the long term best in the business that we strive to be, the emphasis on the Ultra HVC (the employee) has to come from the top down AND bottom up. And it can NOT be faked.
We do better than any legacy, and better than most others as well. But to be the long term best in the business that we strive to be, the emphasis on the Ultra HVC (the employee) has to come from the top down AND bottom up. And it can NOT be faked.
Good point, but there's something fairly simple at play as well:
(this is just my observation, not trying to rag on SWA, they have always treated me with respect)
In a growing airline there is ample possibility for career advancement.
To some extent this has been the formula for success for SWA and many regionals. The "carrot" is the potential for a higher paying job.
This will become SWAs Achilles heel, as the airline matures the rapid growth previously enjoyed starts to moderate.
Once SWA has the majority of their gate agents on the job for over 30+years
I'm sure the customer experience won't be much different from other legacy airlines. Recent press about SWA has already shown how things aren't as loosey goosey as they once were...
They do have the employees brainwashed to some extent:
As she hands me a pack of peanuts, I had a SWA FA ask me if Delta handed out "free food and drinks" like SWA did; had to bite my tongue on that one...
Cheers
George
10-07-2010, 04:49 PM
Works Every Weekend
Joined APC: Dec 2007
Position: 737 ATL
Posts: 3,506
Anybody been watching the baseball playoffs today?
Local Atlanta cable feed has been running Machinists' commercials all day.
The commercials urge a yes vote for the union at Delta.
The IAM is spending a lot of money on this thing. I wonder if mgmt will respond?
Here's the commercials:
IAM | Delta Campaign
Local Atlanta cable feed has been running Machinists' commercials all day.
The commercials urge a yes vote for the union at Delta.
The IAM is spending a lot of money on this thing. I wonder if mgmt will respond?
Here's the commercials:
IAM | Delta Campaign
10-07-2010, 05:34 PM
veut gagner à la loterie
Joined APC: Apr 2008
Position: Light Chop
Posts: 23,286
i know this isn't the same thing per se but I once watched a BA 777 taxi to EWRs runway 11 and rotate a little past halfway down the runway. It was very cool. Everyone else was lined up for 22R.
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