Delta Airlines works on “Listen-Act-Listen” to elevate partnership in aviation industry, Sara Reid

Friday, September 13, 2024

Delta Airlines is one of the leading global airlines, known for its extensive network, excellent customer service, and commitment to innovation. Based in Atlanta, Delta connects the U.S. with numerous destinations worldwide, making it a key player in both domestic and international travel markets. With hubs in major U.S. cities such as Atlanta, New York-JFK, Los Angeles, and Detroit, Delta operates over 5,000 flights daily, serving more than 300 destinations across six continents.

Delta is renowned for its business traveler services, offering premium cabin options like Delta One with lie-flat seats, gourmet dining, and in-flight entertainment. The airline has invested heavily in improving customer experiences, including upgrading technology for smoother bookings, faster check-ins, and enhanced in-flight connectivity. Delta’s SkyMiles loyalty program rewards frequent travelers with points, which can be redeemed for free flights, seat upgrades, and access to Sky Clubs.

The airline also focuses on sustainability by implementing carbon-offset programs, increasing fuel efficiency, and committing to reducing its carbon footprint. With partnerships and alliances like SkyTeam, Delta offers seamless connections to destinations worldwide, providing convenient options for both leisure and business travelers.

Delta’s comprehensive network and strategic partnerships with airlines around the globe allow travelers to explore almost any corner of the world with ease.

Delta Airlines: U.S. to Global Connections

Delta’s robust international connections provide seamless travel options for business and leisure travelers alike.

At the GBTA 2024 convention in Atlanta, we had the pleasure of speaking with Sara Reid, Managing Director of Sales Innovation and Global Sales Support at Delta Airline. As a global leader in aviation, Delta Airlines plays a critical role in the corporate travel industry. Sarah provided insights into Delta’s focus on innovation, customer-centric approach, and how the airline continues to improve its services for business travelers and corporate clients. With Delta’s primary hub located in Atlanta, the airline has been instrumental in connecting business travelers worldwide. During our conversation, Sarah emphasized Delta’s commitment to listening to customer feedback and implementing new technologies to improve the overall travel experience.

Delta’s Presence at GBTA 2024

Sara Reid, Managing Director of Sales Innovation and Global Sales Support at Delta Airline began by expressing her excitement about GBTA 2024, which was hosted in Delta’s hometown of Atlanta. “It is an honor to have people come to our hometown of Atlanta. GBTA is the best industry convention to bring and connect people from all over the world,” Sarah said, emphasizing the importance of this event for Delta and the travel industry. Delta Airlines was an official sponsor of GBTA 2024, reflecting its leadership role in shaping the future of business travel.

The convention provided an opportunity for Delta to showcase its innovations and connect with travel professionals from around the globe. Sarah noted that GBTA 2024 allowed Delta to engage with its corporate clients, travel agency partners, and industry experts, reinforcing the airline’s focus on collaboration and innovation.

Delta’s Customer-Centric Approach: Listen, Act, Listen

Delta Airlines has long been recognized for its customer-centric approach, and Sara Reid, Managing Director of Sales Innovation and Global Sales Support at Delta Airline highlighted how integral this philosophy is to the company’s operations. “Our Delta business team, which is our sales team that works with our customers, travel agency partners, and corporate travel buyers, spends a lot of time listening to our customers,” Sarah explained. The airline’s mantra—Listen, Act, Listen—is a reflection of its dedication to understanding and addressing customer needs.

This approach is simple but effective: Delta first listens to its customers to gather feedback and understand their requirements. Then, the airline acts on that feedback by implementing solutions, and finally, Delta listens again to see if those solutions have had the desired effect. “We base our business on feedback,” Sara Reid, Managing Director of Sales Innovation and Global Sales Support at Delta Airline noted. “We build our business with our customers’ needs in mind, whether it comes to building technology solutions for our partners or providing best-in-class service to our customers.”

At GBTA 2024, Delta’s representatives had the opportunity to meet with clients face-to-face and receive direct feedback, which is essential for developing innovative travel solutions. This customer-first mindset is a key driver of Delta’s success in the highly competitive aviation industry.

New Value-Added Services for Business Travelers

One of the major themes of our conversation with Sarah was Delta’s focus on creating new value-added services for business travelers. As the demand for corporate travel continues to grow, Delta has made significant investments in technology and customer service to ensure it remains at the forefront of the industry.

“We spend a lot of time building value for our customers,” Sarah said, explaining that one of the airline’s main focuses is on developing NDC (New Distribution Capability) technology. NDC is a travel industry initiative designed to enhance the way air products are distributed to consumers and businesses, providing richer content, better merchandising, and improved services for corporate travelers.

According to Sara Reid, Managing Director of Sales Innovation and Global Sales Support at Delta Airline, Delta is laser-focused on ensuring that its NDC journey creates meaningful value for business travelers, travel agency partners, and corporate buyers. “We’re not just creating new technology and APIs. We’re creating value for our customers,” she explained. Whether it’s through new products, improved merchandising, or enhanced service offerings, Delta is committed to elevating the business travel experience.

By focusing on the needs of corporate clients and continuously improving its offerings, Delta aims to make business travel more seamless, efficient, and enjoyable for travelers. Sarah emphasized that Delta’s commitment to innovation and customer service is what sets the airline apart in the business travel space.

Delta’s Role in the Global Travel Industry

As a global airline with a major presence in business travel, Delta plays a pivotal role in connecting travelers to destinations around the world. With its primary hub located in Atlanta, Delta offers a vast network of routes that cater to the needs of corporate travelers. The airline’s presence at GBTA 2024 highlighted its commitment to providing world-class service to business travelers from all corners of the globe.

Sarah explained that Delta’s business travel services are designed to accommodate the unique needs of corporate clients. From priority boarding and premium seating to seamless check-in experiences and corporate travel management solutions, Delta ensures that business travelers have access to the best possible services while traveling. “We want to provide the best-in-class service to our customers, and everything we do is with them in mind,” Sarah noted.

Moreover, Delta has invested heavily in enhancing the in-flight experience for business travelers, offering amenities such as Wi-Fi connectivity, Delta One suites, and premium dining options. These value-added services make Delta a preferred choice for corporate travelers who prioritize comfort, convenience, and efficiency during their journeys.

The Importance of Technology in Business Travel

Technology is a driving force behind Delta’s innovations in business travel. Sara Reid, Managing Director of Sales Innovation and Global Sales Support at Delta Airline spoke at length about how the airline is leveraging technology to enhance the customer experience. One of Delta’s key initiatives in this area is the development of NDC technology, which enables travel agencies and corporate buyers to access more comprehensive content, such as detailed flight options, pricing, and ancillary services, through a single platform.

“We’re laser-focused on making sure that the technology we create adds real value to our customers,” Sara Reid, Managing Director of Sales Innovation and Global Sales Support at Delta Airline emphasized. By developing innovative technology solutions, Delta aims to improve the overall travel experience for business travelers, from booking to post-trip management. This includes better merchandising, seamless payment processes, and easier access to travel-related services.

Sarah also highlighted Delta’s focus on improving its API (Application Programming Interface) offerings to enable more efficient interactions with travel agencies and corporate clients. By investing in technology, Delta ensures that it remains a leader in the business travel space, providing its customers with the tools they need to manage travel efficiently.

Future Plans and Collaborations

Looking to the future, Sara Reid, Managing Director of Sales Innovation and Global Sales Support at Delta Airline expressed Delta’s excitement about continuing its partnerships with the global travel industry. “We really appreciate the partnership we have with our customers and travel advisors, and we’re going to continue focusing on that,” she said. Delta’s commitment to collaboration is evident in its efforts to work closely with corporate clients, travel agencies, and industry leaders to create tailored solutions that meet the evolving needs of the business travel market.

Delta’s future plans include further expanding its network, improving its technological capabilities, and maintaining its leadership position in the business travel industry. As the global travel landscape continues to evolve, Delta remains committed to driving innovation and providing exceptional service to business travelers.

Conclusion

The GBTA 2024 convention in Atlanta provided an ideal platform for Delta Airlines to showcase its commitment to business travel and customer satisfaction. During our conversation with Sara Reid, Managing Director of Sales Innovation and Global Sales Support at Delta Airline, it was clear that Delta’s focus on listening to customer feedback, acting on those insights, and delivering value through innovative technology and service enhancements is what sets the airline apart.

Through its investment in NDC technology, customer-centric solutions, and ongoing partnerships with corporate clients, Delta continues to play a leading role in the global business travel industry. As Delta looks toward the future, its commitment to providing best-in-class service, leveraging cutting-edge technology, and maintaining strong relationships with its customers will ensure its continued success.

Delta’s presence at GBTA 2024 highlights its position as a key player in the corporate travel space, dedicated to improving the travel experience for business travelers around the world.

The Global Business Travel Association (GBTA) is the world’s largest association dedicated to advancing the interests of the business travel industry. With members from over 100 countries, GBTA provides resources, advocacy, and education to support professionals in the corporate travel sector, including travel managers, suppliers, and service providers. Its annual convention, the GBTA Convention, is one of the most influential events in the business travel industry, bringing together thousands of industry experts, decision-makers, and service providers.

At the GBTA Convention 2024, held in Atlanta, the event focused on key trends shaping the future of business travel, such as sustainability, digital transformation, and the recovery of the travel industry post-pandemic. With over 30% new attendees this year, the convention provided opportunities for networking, learning, and showcasing the latest innovations in corporate travel services. Attendees were able to participate in educational sessions, keynote speeches, and workshops, with topics ranging from sustainable travel practices to advancements in travel technology.

GBTA plays a crucial role in advocating for the business travel industry, particularly in areas like government policies, sustainability initiatives, and traveler safety. The association offers a variety of tools and resources, including industry research, certification programs, and networking opportunities. These resources help professionals stay ahead of industry changes and make informed decisions.

In a post-pandemic world where the business travel industry is evolving rapidly, GBTA is at the forefront of driving recovery and innovation. The association continues to provide valuable insights and support for corporate travel professionals, helping them navigate challenges and seize opportunities in the global travel market. Whether through its advocacy efforts or educational programs, GBTA remains a key player in shaping the future of business travel.

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