Chaos of COVID-19 & Company Crisis Control: Delta Airlines

Wow! That's a lot of C's! "Chaos of COVID-19 & Company Crisis Control" is my newest blog series that will analyze and review how companies have been handling the Coronavirus outbreak, both internally with their employees and externally with their customers. The series will consist of one post describing my personal experience with the pandemic, and five posts including my research and commentary on, in my opinion, the top five companies who have been most effectively handling the chaos of COVID-19 with optimism and confidence.

It is very interesting to me that the Coronavirus outbreak is devastating and causes a major lack of demand to some companies, but to others, the virus does not phase their demand at all, or it might even increase their demand. I will be reviewing companies in both of these situations during my blog series.

Before I begin, I wanted to give an expression of gratitude to all of the doctors and nurses who are selflessly fighting on the front lines against this pandemic every day; the ill and healthy alike are forever indebted to you for your courageous service.

The first company I will be evaluating is....

DELTA AIRLINES!

Airlines are one of those companies that fall under the category of being negatively affected by the Coronavirus because not many people are interested in flying in close quarters with other passengers that could potentially be sick or carriers of the virus. Not many people are interested in traveling in general. So, what has Delta Airlines done in reaction to COVID-19?

In an effort to stay connected with their customers and reassure them that flying Delta is safe during this chaotic time, Delta has sent out many emails on "its dedication to cleaning aircraft and check-in kiosks, how it is reducing service on some routes, how customers can cancel or reschedule flights and more". Now, coming from a clean freak and renowned germaphobe, this announcement immediately eased my nerves that Delta is being intentional about cleanliness and understanding about cancellation of flights. Delta is making every effort possible to keep their company afloat during a time when airborne travel is not attractive.

I went to delta.com to check out more announcements and changes that they are implementing, and I liked what I saw. They are changing the small, simple things that would typically go unnoticed. Delta Airlines is going the extra mile to ensure quality and sanitation of their aircrafts. On their website announcement about experience changes, Delta explains they will be removing germ-carrying objects like seat-back magazines and glassware. They comfort their customers with, "Our experience may change, but our commitment to you remains." How does that make you feel? Reassured. Hopeful. Relieved. I like that little one-liner by Delta. It's a good way to describe companies' roles in our current predicament: most, if not all, companies will look different in this time, but their efforts to serve you as a customer will not change.

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