Delta Steps Up

August 10th, 2006This morning I awoke to news of a security alert and arrests in London. The alleged plot involved terrorists bringing on various liquids, combining them and detonating them in the air over the Atlantic Ocean. The reaction over here was to ban all liquids from carry on bags and to increase inspections and passenger scrutiny. I saw a story of how people at the airports are either throwing out these liquids or repacking their checked bags. CNN then showed a woman that had repacked her checked bag and then was charged $25 by her airline because her checked bag was now over the weight limit.
Delta Airlines however is waiving these over weight fees. A great and positive example of a large company reacting quickly in times of crisis and being sensitive to their customers. I am hoping this is a sign of things to come as Delta struggles to reserect its image.
Great customer service is a combination of many small victories just like this.