© Dave Weinberg
Kudos to Delta Airlines for taking ownership of an unavoidable, but extended service delay. The ground team took proactive ownership of the situation and did at least three things right:
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1. Provided frequent status communications regarding delay along with drinks and snacks
2. Provided airport meal vouchers and future flight coupons to affected customers
3. Demonstrated a really good attitude that helped keep frustrations to a minimum
Somewhere in the hierarchy of Delta the ground team was empowered to make some decisions based on the circumstances and turned the lemon into lemonade (or in my case, malbec and a really excellent burger…)
