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Continued: Business class, coach are worlds apart in the air

  • Article by: KELLY YAMANOUCHI , Atlanta Journal-Constitution
  • Last update: April 3, 2013 - 6:46 AM

During the company’s investor day in December, Delta President Ed Bastian said the airline wants to be the “airline of choice” for corporate customers.

Part of the pressure to offer higher-end service is globalization of the airline industry.

With a route network that now stretches around the globe, Delta competes for customers with foreign carriers such as Singapore Airlines and Emirates known for especially high levels of service.

Strategic moves like Delta’s proposed joint venture with British carrier Virgin Atlantic are aimed squarely at corporate travelers who need to travel globally. “Airlines know that if you’re flying business class across the Atlantic — then that’s where the big bucks are made,” said Atlanta-based customer experience expert Colin Shaw, who heads consulting firm Beyond Philosophy.




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