Delta CEO Ed Bastian stated that the airline deliberately distances itself from the industry’s common practice of referring to passengers as “guests,” emphasizing that within Delta’s corporate culture, the term “customer” is consciously preferred.
Bastian highlighted that a customer purchases a service in exchange for a specific price, and that the service provided must be of a quality that justifies that price. He noted that this approach is important for clearly defining service standards and properly managing expectations.
➡️ The statement also underlined that employee satisfaction directly reflects on the customer experience. Valuing employees was described as one of the key factors in improving service quality. In line with this approach, Delta Air Lines distributes over $1.2 billion in profit sharing to its employees annually, viewing this practice as an integral part of a sustainable corporate culture.
