Ch. 12-Services and Nonprofit Organization Marketing

Delta Airlines continues to put their customers as a top priority. Because of the unpredictable nature of flying, in the case of an unsatisfactory experience Delta offers multiple complimentary services. Some of their services include online, on the go and at the airport. They send up to date email alerts of any changes to the costumer’s flight or cancellation. At the airport self service stations are also at your convenience, however if you are more inclined to speak to a person their employees are specially trained to give reliable information. Due to the stress that some travel experiences can cause, Delta knows that service quality is important. Reliability, responsiveness, assurance, empathy and tangibles are all ways Delta measures how their customers think about them.