Delta Air Lines is expanding the performance metrics that it
promises to meet or otherwise will compensate corporate customers.
Last year, the carrier guaranteed
corporate customers compensation should Delta's controllable on-time and
cancellation performance for mainline domestic flights, on an annual basis,
fall below that of both American Airlines and United Airlines. Beginning June
10, Delta will add international and regional flight performance. That aligns the
scope of Delta's Operational Performance Commitment with promises made by United
Airlines, which in December launched its
own operational commitment that includes its full network.
Delta also will include uncontrollable delays and
cancellations, as well as U.S. Department of Transportation mishandled baggage
complaints, in the commitment, according to the carrier.
In addition, it has developed a calculator for
corporate customers to quantify the savings of using Delta versus other
carriers based on operational performance. Delta will update the tool monthly
with performance metrics and provide client-specific data. "You can now
model and quantify the cost savings for your company by estimating meal expenses,
hotel stays and other service charges, based on the number of average delays
and cancellations experienced on other airlines," according to Delta
senior vice president of global sales Bob Somers.