Click here to preview the new Fast Company

Want to try out the new

If you’d like to return to the previous design, click the yellow button on the lower left corner.

Fly the Friendlier Skies

Celebrated restaurateur Danny Meyer’s firm, Hospitality Quotient, has Delta as a major client—but he isn’t improving the food. The business is teaching customer service. Can he have much success in the airline industry, where low fares dominate?

What travel execs think*

52% Proportion who believe customers are willing to pay more for a great "experience"

23% Estimated annual revenue lost because of poor customer service

15% Estimated amount by which customer-service-related spending will increase in the next two years

What travelers think**

49% Proportion who say that value for money is "very important" when choosing an airline

27% Proportion who say that airlines’ efforts to enhance the customer experience are "very important"

92% Proportion who are moderately to very satisfied with airlines’ efforts to enhance the customer experience

Delta is now data: Although there are plenty of anecdotes out there, "the definite link between hospitality and financial performance remains an unanswered research question," says Chekitan Dev, a services marketing professor at the Cornell Hotel School.

*Data from a 2013 Oracle study
**Data from a 2013 Deloitte study

[Illustration by David Schwen]

Add New Comment