In 2013, Delta‘s cancellations dropped to 0.3% of it’s flights.
That’s more than five times better than their competitors – a great achievement for an airline that at one time ranked near rock bottom for cancellations. What drove Delta to make these changes? Unsurprisingly, a passenger survey showed that travellers would take a delay over a cancellation. So Delta’s Dave Holtz set the bar; “If that’s what customer hate most, let’s not cancel any more flights.”
A big ask. How do they do it? Here are four ways Delta cancellations dropped:
- Spent $2m supplying Boeing engine starters to every airport supporting the plane
- Invented vibration monitors that tell mechanics to replace cooling equipment before they break
- Reroute flights to prevent cancellations e.g. making pit stops to swap pilots who have hit their 28 hour day limit
- Maintenance managers and customer departments were moved together to improve cooperation
For 72 days of 2013 Delta did not cancel one of it’s 2,500 flights. The company posted more zero cancellation days than any other airline this year than the same period in 2013.
The four changes made have showed positive results for Delta. Although the practices seem fairly logical and despite some being costly, the last point took very little effort comparatively.
These logical yet effective practices have put Delta ahead and revived their reputation. What do you think?