Delta has responded to customer feedback by unveiling an expansion to its industry-first operational performance commitment (OPC) with the introduction of a new customer tool, the operational excellence calculator, the company said.
This expansion brings more operational components into view, measuring operational reliability. The OPC was introduced in 2015, providing Delta´s corporate customers with a pledge to deliver superior operations and putting money behind the airline´s performance.
Delta´s OPC compensates corporate accounts if the airline´s operational reliability falls below its global US competitors. For 2015, Delta achieved its OPC goals with a domestic mainline controllable on-time performance of 85.9 percent and completion factor of 99.6 percent. Delta logged 214 days with no cancelled domestic mainline flights.
Delta´s updated OPC has been expanded to include international and regional operational performance in the metrics. Because delays and cancellations outside of the airline´s control still impact Delta´s corporate customers, the airline has expanded the program to include both controllable and uncontrollable delays and cancellations. Delta has also added DOT mishandled baggage complaints to the OPC.
The airline´s on-demand operational excellence calculator provides company-specific data on how Delta´s operational performance saves money as compared to competitors. The calculator will be updated monthly with the most current operational performance data, allowing corporate accounts to quantify the savings they would experience by shifting share to Delta from other US global competitors.