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Employee Spotlights

"It's the first few seconds of interacting with the customer that sets the stage.  A greeting on the phone is portrayed in one's tone of voice and the words said. My stage is set with my voice to give a friendly smile while gaining their trust to take care of the reason they are contacting Delta Air Lines."

Learn more about Rebecca's story below. 

1. When did you begin your career with Delta and why did you choose Res & Care?

I began my airline career in 1987. I admired the airline industry and wanted to become a flight attendant. At that time, I was too young to qualify for the position, but that didn't stop me! Reservations was the perfect opportunity to start my career and gain knowledge about the industry and how to care for customers.

2. What have you gained from your experience at Delta Air Lines?

Although handling customers' transactions accurately and efficiently is important, how one handles the care of the customer is ultimately the biggest experience I gained.  It's a team effort! It's the first few seconds of interacting with the customer that sets the stage.  A greeting on the phone is portrayed in one's tone of voice and the words said. My stage is set with my voice to give a friendly smile while gaining their trust to take care of the reason they are contacting Delta Air Lines.

3. Where do you see yourself in the next coming years?

My interest to become a flight attendant has not dwindled, but I know my strength of knowledge and experience in Reservations continues to be a passion. I would like to join the Reservations leadership team and inspire my coworkers to pursue the numerous career opportunities you can do while staying with a company that takes care of its employees. This is exactly what I have had in my 35-year career and still have additional opportunities to pursue!

"Brand Advisors are there for our specialists in every way possible. I support them with their product knowledge, technical issues, and their career growth. However, I mostly try to support them as a friend to ensure they feel comfortable to come to me for any need they have. They know they can come to me with anything, and we will try to solve it together."

Learn more about Takeenya's story below.

1. Why did you become a Brand Advisor?

In short, I wanted to help others! When I came out of training, I was feeling so confused on many topics. How was I going to (learn all of this) and keep my numbers intact? I had a Brand Advisor who worked with me to build my self-confidence in my product knowledge. I wanted to help others as he did with me. I wanted to guide other Customer Experience Specialists find the information they need, make quick decisions, and help inspire them to take the next step in their career.

2. What does it mean to be a Brand Advisor? 

We are there for our specialists in every way possible. I support them with their product knowledge, technical issues, and their career growth. However, I mostly try to support them as a friend to ensure they feel comfortable to come to me for any need they have. They know they can come to me with anything, and we will try to solve it together.

3. What is the main skill you have gained as a Brand Advisor?

I have learned how to talk with my team as a team and engage them to want to be a part of the team. They love coming to huddles because I make them fun and treat them with respect. I truly care how my team is doing and they know I’m there to help when they need me. 

"My primary responsibility is engaging with a team of approximately 60 frontline employees. This engagement includes helping set and achieve career goals and progression, identifying opportunities to improve performance and improving quality of work-life by providing wellness resources."

Learn more about Ryan's story below. 

1. What are your main responsibilities as a Customer Engagement Manager (CEM)?

As a CEM, my primary responsibility is engaging with a team of approximately 60 frontline employees. This engagement includes helping set and achieve career goals and progression, identifying opportunities to improve performance and improving quality of work-life by providing wellness resources. I also drive performance by creating strategy plans based on employee feedback, implementing positive change and evaluating the success of these initiatives. Additionally, I partner with a team of 3-4 team leads, called Brand Advisors, to ensure our team is successful.  

2. What is the main skill you have gained as a CEM?

The CEM role has taught me confidence. I listen to my team and make decisions that improve wellbeing and performance. That freedom to experiment was a little overwhelming at first, but I have learned that innovation requires experimentation. Sometimes the things I try don’t work, but that’s okay! It’s about looking at the results, tweaking what isn’t working, and changing the approach to ensure we Keep Climbing. 

3. What advice would you give to a specialist wanting to grow in Res & Care? 

Be the best at what you’re doing today, stay curious, and don’t be afraid to get out of your comfort zone. By constantly seeking to improve your performance in your current role, you will be better prepared for opportunities that come along your path. Don’t be afraid to ask questions and explore new things. There are lots of opportunities to do temporary special assignments that give a taste of what’s out there. Try it! Especially if it’s going to be a challenge. That’s where we grow.

Res & Care in the News

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Delta Air Lines is an equal opportunity employer including disability/veteran.

Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please  click here .

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Transportation | Spirit Airlines shows improvements, but still…

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Transportation

Subscriber only, transportation | spirit airlines shows improvements, but still finishes last in travel industry customer satisfaction study.

Discount carriers Spirit Airlines and Frontier Airlines, once destined to be merger partners, both upped their games in terms of serving their customers, but remained on the bottom of an annual customer satisfaction survey for 2023-24, a national research firm has announced.

Although it registered more improvement points than any airline, South Florida-based Spirit finished last in the annual American Customer Satisfaction Index Travel Study conducted by CFI Group of Ann Arbor, Mich. The study, released Tuesday, assessed the performance of not only the nation’s bigger airlines, but also of hotels, car rental firms, rideshare operators and online travel services.

Overall, all of the industry segments serving travelers showed improvements in the eyes of customers, many of whom are still eager to hit the road despite rising prices and inflation.

For the survey, travelers graded the airlines on multiple service metrics, including baggage handling, boarding process, call centers, cleanliness of airplane cabins and lavatories, food quality (both paid and complimentary). loyalty programs, mobile apps, overhead storage, seat comfort and staff performances at airport gates and ticket counters.

The percentage of people surveyed who said they complained declined year-over-year, with 26% of the business travel respondents saying they filed a complaint in 2024 versus 48% in 2023. Of the leisure travelers surveyed, only 13% said they complained versus 17% last year.

“Airline customer satisfaction has climbed to new heights, reaching scores not seen even before the pandemic disrupted travel,”  Forrest Morgeson, associate professor of marketing at Michigan State University and director of research emeritus at the ACSI, said in a statement. “Carriers have bounced back strongly, showing that innovations and service improvements implemented during the last two years have resonated with customers.”

The index was founded at the University of Michigan’s Ross School of Business in partnership with other organizations including CFI, which now conducts the survey. It is no longer affiliated with the university.

Alaska Airlines, which had a door plug blow out of one its planes during a flight over the Pacific Northwest in January, topped the survey for the second straight year, followed by American Airlines.

Discounters register improvements

Among the discount airlines, Allegiant, Frontier and Spirit made the biggest gains in the survey “as they crank up their value propositions,” the organization said in its statement.

Asked for more detail, a CFI spokeswoman said the three airlines “showed improved scores this year on flight experience metrics such as check-in/boarding, in-flight service, travel planning, and staff.”

“Now that the legacy carriers have added so many fees related to seat selection and baggage, customers may perceive a greater value proposition from budget airlines,” she said.

Despite the improvements shown by the discounters, “only Allegiant avoids sitting at the low end of the industry, finishing in third place,” the statement said.

Allegiant, which is based in Las Vegas, was followed in descending order by Southwest Airlines, Delta Air Lines, JetBlue Airways, United Airlines, unidentified carriers in an “All Other” category, then Denver-based Frontier and South Florida-based Spirit.

Spirit, which is moving into a new headquarters complex in Dania Beach, did not immediately respond to an emailed request for comment.

The airline is emerging from a protracted turbulent period highlighted by two failed merger deals and a manufacturers’ engine recall that has left 20 of its 200-plus jetliners grounded.

At a formal opening of its headquarters last week, Ted Christie, the CEO and president, told the South Florida Sun Sentinel the company is eager to start communicating what it wants to do for its customers.

‘We’ve been listening to what our guests have been telling us over the years. We’ve been listening to what the markets have been saying,” he said. “And we haven’t had an opportunity yet to tell our story and to energize what’s going to happen next, and we’re going to take that opportunity.”

Christie didn’t elaborate. But before the breakout of the COVID-19 pandemic, the airline did undertake initiatives to show it wanted better relations with its customers. The airline upgraded its fleet, installed seating with more legroom, and upgraded technology to increase flight schedule reliability.

More recently, the airline has landed in the upper quadrant of the U.S. Department of Transportation’s monthly on-time performance scorecards. For example, the company ranked fourth at 72.5% in January of this year in overall percentage of reported flights arriving on time, according to department data.

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Southwest Airlines Is in Trouble

Major U.S. carrier Southwest Airlines is facing a huge shake up after posting poor first-quarter financial results this week.

On Thursday, April 25, the airline announced it would cease operations at four airports and cut 2,000 jobs after it reported a net loss of $231 million—$0.39 loss per diluted share—in the first quarter of 2024, despite record first-quarter revenue of $6.3 billion, up 11 percent from the same period last year. The changes have been put down to financial issues caused by the ongoing problems at aircraft manufacturer Boeing, leading to a hiring freeze and major operational changes.

Despite highlighting some successes during the first quarter of the year , chief executive Bob Jordan admitted the company requires serious changes to push it through the difficult period.

Read more: Compare the Best Credit Cards for Travel

"While it is disappointing to incur a first quarter loss, we exited the quarter with healthy profits and margins in the month of March," Jordan said in a statement on Thursday. "We are focused on controlling what we can control and have already taken swift action to address our financial underperformance and adjust for revised aircraft delivery expectations."

The Boeing Issue

The blame has been largely laid on Boeing , with problems highlighted following a midair door blowout on an Alaska Airlines flight in early January .

Since then, the manufacturer has been placed under intense scrutiny over the safety record of its 737 MAX 9 planes, including an federally mandated grounding of all MAX 9 aircraft for several weeks, delay to the certification of two new models of the plane, and an audit by the Federal Aviation Administration (FAA), which found the plane's production process was plagued with issues . Newsweek has contacted Boeing via email for comment outside of normal working hours.

Boeing's safety record has also directly affected Southwest. Earlier this month, an engine cowling on a Southwest operated Boeing 737-800 fell off during take off from Denver airport. Flight 3695 reported the engine cowling "fell off during takeoff and struck the wing flap" an FAA spokesperson previously told Newsweek .

In 2018, an engine on a Boeing 737—not the MAX variety—traveling from New York to Dallas failed in midair. Most of the engine inlet and parts of the cowling broke off, shattering a window and resulting in the death of passenger Jennifer Riordan, who was one of 149 people aboard.

As a result of Boeing's troubles, Southwest, the world's largest operator of the 737, is expecting growth to be thwarted. The company is now only expected to receive 20 new Boeing aircraft this year—down from 46.

"I won't downplay the challenges from the Boeing issues—they're a big deal," Jordan told investors this week, according to a report by the Wall Street Journal .

"Every aircraft brought to market has had its own share of teething issues, and the Max and 777X are no different," Chad D. Cummings, an attorney who has previously worked for American Airlines , told Newsweek . "To be clear, there is no suggestion that Max is inherently unsafe, and this is demonstrated by the number of successful and uneventful flights since the first Max flight in 2016. It is not difficult to imagine that Boeing will continue working behind-the-scenes to resolve these issues and regain the public trust.

"The difficulties that Boeing is experiencing are not unique to a single product line, and there are obviously negative synergies spilling across product lines."

Cummings explained that unless Boeing's problems are rectified, the issue could spread to other airlines, having a knock-on effect on other aircraft manufacturers too.

"Unless and until that course correction can take place, the capacity cuts announced by Southwest will continue to be replicated at other carriers, even those airlines that are not Boeing customers," he said.

"This is because Boeing customers are turning to the only other game in town, Airbus, to backfill and compensate for Boeing's inability to deliver aircraft on time, thereby adding to Airbus' already substantial order backlog."

When asked for comment, a Boeing representative referred Newsweek to chief financial officer Brian West's comments at the Bank of America Industrials Conference on March 20, which do not directly address the recent announcement made by Southwest.

"We put the customers in [a] tight spot, the most important thing we do is communicate with them," he said. "And they have been supportive of everything we're trying to do to enhance safety and quality for the industry. We are in regular, very transparent communications [with Southwest] and they know precisely where we stand and the progress that we're making and we, at the same time, have to understand what their needs are as they think about their flight schedules and their passengers."

Operational Changes

As part of its cost-cutting plans, Southwest announced on Thursday that it would end all services at Bellingham International Airport, Cozumel International Airport, Houston's George Bush Intercontinental Airport, and Syracuse Hancock International Airport. Capacity reductions will also be implemented in Hartsfield-Jackson Atlanta International Airport and Chicago O'Hare International Airport.

The last time Southwest dropped operations at an airport was in 2019, when it ceased all operations out of New Jersey's Newark Liberty International Airport.

Read more: 7 Ways to Avoid Airline Baggage Fees

Some of the service cancellations are at airports that Southwest only recently began servicing. Southwest has operated flights out of Syracuse and Bellingham since November 2021, but will now end operations from both in August this year.

The airline also announced it is reviewing its one-class, open-seating policies which are uncommon among major airlines. To shore up its financial position, Jordan said in an interview with CNBC that the airline is "looking into new initiatives, things like the way we seat and board our aircraft," most likely in the form of additional paid for perks.

Employment Changes

In its statement on Thursday, the company said it was "implementing cost control initiatives, including limiting hiring and offering voluntary time off programs," confirming that it expects to "end 2024 with approximately 2,000 fewer employees as compared with the end of 2023."

A spokesperson for Southwest told Newsweek that the employee reduction is being completed through "attrition and other voluntary programs," and that the company is "not laying off or furloughing employees."

Pay has been bumped up for tens of thousands of Southwest's staff recently. Just this week, flight attendants employed by the airline voted in favor of an immediate 22 percent pay raise and 3 percent per year raises until May 2028.

Earlier this year, Southwest agreed an immediate 29 percent salary increase with its 11,000 pilots, ending nearly three years of negotiations between airline management and Southwest Airlines Pilots Association (SWAPA).

Do you work for Southwest Airlines and have something to say about the changes being made? Email [email protected].

Correction, 4/29/24, 4:15 a.m. ET: An image caption was amended to say Ontario International Airport in California, not Canada.

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'Roughest landing': Watch video of plane bouncing off runway as it attempts to land at LAX

A Boeing 747 operated by Lufthansa Airlines ran into a couple of bumps as it landed at LAX Airport in Los Angeles.

Video footage of the landing, captured by Airlines Videos Live , shows the aircraft skidding on the runway and then bouncing off the ground as it attempts to land. The plane then takes off again, flying for a few minutes before successfully landing.

"What? Whoa, whoa, whoa," the commentator of the livestream could be heard saying. "We're getting that go around. Holy moly. Wow. That is the roughest landing I think we've ever caught on our broadcast."

A Boeing 747-8 Lufthansa flight was scheduled to land around 1 p.m. ET at LAX after a more than 11-hour flight from Frankfurt, Germany, LAX's website shows.

Columnist: Another Boeing plane issue? Don't fall for the headlines.

No injuries reported

Lufthansa Airlines, in an email statement to USA TODAY, said that Flight LH 456 from Frankfurt to Los Angeles had a "rough landing" Tuesday. 326 passengers and 19 crew members were on board the flight and no injuries were reported.

The airline said the plane later flew back to Frankfurt following "an assessment by the cockpit crew, a consultation with the technical department on site and in Frankfurt and an initial visual inspection," where it will undergo further inspection. Lufthansa did not specify if the plane flew back empty or had passengers on board.

Airline Videos Live captures planes as they take off and land at LAX Airport. The livestream was created in 2019 by Los Angeles TV News photojournalist Kevin Ray, according to the YouTube channel account description .

While Boeing incidents have been in the news in recent months after a series of high-profile incidents , aviation experts maintain you shouldn't worry about flying .

“We don’t have to worry that there’s something systemically wrong with aviation,” Clint Balog, an associate professor at Embry-Riddle Aeronautical University, previously told USA TODAY.

Contributing: Staff, USA TODAY

Saman Shafiq is a trending news reporter for USA TODAY. Reach her at [email protected] and follow her on X, the platform formerly known as Twitter @saman_shafiq7.

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