An Email from Delta's CEO Shows How to Lead During a Crisis
Have been hit hard by the pandemic, Delta CEO Ed Bastian reveals how every business should think about serving customers
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May 11, 2020 - by JASON ATEN for inc.com
Air travel isn't going to be the same.
It just isn't. In a world where social distancing may be here to stay for the foreseeable future, and where many human interactions now take place via video screens, airlines provide a service that can't be done virtually. Air travel requires actual human contact and connection.
Even when we get past the pandemic, it's hard to imagine what it will look like to walk through an airport and board a plane. I've done just that many, many times as a fairly regular traveler, but I have no idea when I'll next get on a plane. There are just too many unknowns.
This week, though, I received an email from Delta's CEO, Ed Bastian. I mean, he didn't just send it to me. I suspect all of the members of the company's Skymiles program received the same message. It's not even the first email I've gotten from the company. As a fairly regular Delta traveler, I receive frequent updates, but this one stood out.
Actually, it was one line that especially struck me: "It is a privilege to serve you, which is why I want to...
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