Perry Cantarutti is the vice president for sales and customer care at Delta Air Lines, the airline’s top customer-service position. I wanted to find out his tips for getting better customer service from an airline — particularly his. So I asked.
Delta used to have a sterling reputation for customer service among legacy carriers. In recent years, you’ve tried to recapture that with internal programs like “First Point of Contact”. How is the customer experience now, in your opinion?
Delta employees are extremely proud of the fact that for a generation we were known as the industry leader in customer service. That’s why our focus today is on delivering a high level of service for customers, but one that is adapted to 21st century expectations.
Deregulation and technology completely changed our industry. Fares are at all-time lows, fuller planes have been required to achieve profitability and customers expect speed and quality that far exceeds what the industry delivered in its early years.
“Delta’s Cantarutti: “We don’t have to choose to be profitable versus having happy customers … we can do both””