Earlier today, I wrote about United Airlines’ Coronavirus Response. The e-mail sent to frequent flyers did not appeal to me. I felt it missed the mark in delivery and execution. It could be said that the message was a bit tone deaf. The airline did not give me any extra information, it served as promotion for the one year change fee waiver.
As I scrolled through my inbox, I found the following from Delta Airlines:
As a valued member of the Delta family, I appreciate the trust you place in us and our people worldwide when you travel.
In the current environment, it’s important for all of us to travel smarter and more consciously. That’s why I want to personally update you on the situation with COVID-19 (the coronavirus) and the steps we are taking to ensure your health and safety in your travels.
For more than a decade, Delta has been preparing for such a scenario. As a global airline, we have strong relationships in place with health experts including the Centers for Disease Control (CDC), the World Health Organization (WHO), the Federal Aviation Administration (FAA) and local health authorities worldwide. We are in constant contact with them to make sure our policies and procedures meet or exceed their guidelines.
Operations are our lifeblood. We’ve learned from past experience with outbreaks like H1N1 and Ebola, and have continually refined and improved our ability to protect our customers. That includes the way we circulate clean and fresh air in our aircraft with highly advanced HEPA filters, the new fogging procedures in our cleaning process, how we sanitize aircraft between flights and how we respond if a customer is displaying symptoms.
A full report on the measures Delta is taking to help you have a healthy flying experience is available. It outlines our expanded cleaning and disinfecting at our airports and on board our aircraft; distribution of hand sanitizer and amenity kits to help customers stay clean; and the technology on our aircraft to filter and replace cabin air.
A command center in Atlanta has been stood up to guide our response, leading our global team of thousands of Delta professionals dedicated to this effort. That includes our reservations specialists handling thousands of incoming calls, our flight crews and Airport Customer Service (ACS) agents taking extra care of our customers, and our TechOps and operations coordination teams keeping the airline moving. This world-class group of airline employees has your back, and I have never been prouder of the women and men of Delta.
To ensure you always have access to the latest information and guidance, we have a website on the COVID-19 situation that is continually being updated with cleaning policies and actions we’re implementing to keep you safe, ways you can stay healthy while flying, and changes to our flight schedules and waiver information. Transparency is one of our core values, and we are committed to keeping you fully informed as the situation evolves.
While we’re committed to providing you with information you need to make informed decisions around your travel, we also understand the need for flexibility based on your individual circumstances. To make sure you can travel with confidence, we’re offering flexible waivers, and we’ve also adjusted our network in response to guidance from the State Department.
We understand that in today’s world, travel is fundamental to our business and our lives, which is why it can’t – and shouldn’t – simply stop. I believe Delta’s mission of connecting the world and creating opportunities is never more important than at times like this.
Thank you for your continued trust in Delta, and I look forward to seeing you in my own travels throughout the year.
It seems as if Delta and United Airlines went to same public relations firm to craft this message. Both e-mails missed the mark. I mean, was there anything relevant in the words sent? No. This message contained generalities throughout. I found it a bit disheartening that, much like United’s message, mention of waivers were in this piece. I understand there has to be some damage control or customer reassurance, but these messages only disappointed me.