Delta’s Ausband: “Customer service is very important to the bottom line”
Here’s part two of my interview with Allison Ausband, Delta Air Lines’ vice president for reservations sales and customer care.
DELTA AIR LINES
Delta’s Ausband: When it comes to customer service, “we want to be even better”
Allison Ausband is Delta Air Lines’ vice president for reservation sales and customer care. I met with her last week to discuss the progress since our last interview in 2010. Here’s part one of our interview.
Hey Delta, how about a refund on those outrageous ticket change fees?
A few years ago, we were flying from London to Vienna with our then 13-month old son. Still exhausted from jetlag and maybe a little forgetful, we showed up for the flight 24 hours before our scheduled departure.
Who’s really to blame for these absurd luggage rules?
Just the mention of the words “baggage” and “rule” in the same sentence is enough to raise the blood pressure of the average air traveler.
Did Delta go the extra mile for me?
As an Amex-branded Platinum-level frequent flier for the better part of the last decade, Carolyn Stover Harvey counts herself among Delta Air Lines’ best customers. The kind of customer Delta would go the extra mile for.
Maybe Delta’s best fare guarantee just got a little better
The roundrip airfare between Minneapolis and Washington that Kevin McDonald found on Delta Air Lines’ website came to $386 — not bad. But when he checked Expedia.com, he found the same tickets for $62 less.
Bitten by bugs on my Delta Air Lines flight to New York
Patricia Sweeney says she suffered multiple bug bites on a recent Delta Air Lines flight from Atlanta to New York. “The bites were most likely bed bugs or fleas,” she says. “I had a severe reaction to them and developed an infection.”
Is this enough compensation? A $150 voucher for denied boarding in Bremen
Ted Oehlerking’s flight from Bremen, German, to Seattle, via Amsterdam was canceled all the way down the line. Although his airline, KLM, put him on the next available flight and upgraded him, it didn’t offer him any financial compensation for the delays.
What’s behind all those airline change fees?
Dotti Cahill thought she had a $150 ticket credit on Delta Air Lines. She thought wrong.