Delta is getting creative when it comes to ensuring a safe working environment for its call center representatives. As the airline grapples with high call volumes, the Delta Flight Museum is starting to come in handy for the carrier.
Using the hangar as a Delta Call Center
The following was posted on Twitter:
— Albert C. Lee (@albertclee) March 18, 2020
Simple Flying reached out to Delta who confirmed that this was indeed the situation. Delta is housing some representatives’ workstations in the hangar at the Delta Flight Museum where they can support a safe working environment. In this hangar, the representatives are able to maintain a six-foot separation on all sides in line with guidance for reducing the spread of communicable diseases.
Calling a Delta representative
Due to the fluid nature of events, operations are all over the place. As a result, airlines are receiving a higher than normal wait time for phone calls. So, airlines are starting to ask customers to wait and call only if they are flying in the next 72 hours. If a passenger is unable to get through to a representative, Delta is still indicating that it will work with its customers to issue credits and changes even if a passenger does not take their flight.
In a way, this is a fit place for the representatives to work in. The hangar itself houses the Spirit of Delta Boeing 767. This was the first 767 to fly in Delta’s fleet. And, even more important, Delta’s employees at the time pitched in to buy the aircraft for the airline.
These customer care representatives are some of the frontline employees working to help Delta manage this crisis. Now, the airline is working on maintaining a safe environment for its employees who are seeing call volumes skyrocket and changing situations each day. Recently, Delta even painted the names of every employee on an Airbus A321 as a way of saying thank you.
The human factor
As this crisis takes its toll, it can be easy to get lost up in the number of cancellations, the number of aircraft grounded, and the amount of money that airlines need to pass through this crisis. However, at the root of this, there are people who are passionately working for airlines. And, these are trying times for those employees.
What do you think of Delta using space at the Flight Museum for a call center? Do you work in this space? What is it like? Let us know in the comments!