Escarra reflects on three prime issues

ATLANTA, May 25, 2004 – Delta Air Lines (NYSE:DAL) Executive Vice President and Chief Customer Service Officer Vicki Escarra spoke at the Atlanta Kiwanis Club today about three issues imperative to Delta’s successful future – reigning in costs, successfully competing in the marketplace and placing a singular emphasis on customer service.

In Escarra’s first public appearance as Chief Customer Service Officer, she said early in her speech, “Delta will be a global airline of the future by hearkening back to the past.  A good example is our newly-announced leadership team, made up almost entirely of seasoned Delta veterans, who will mix the best of the old Delta and the new.”

Escarra added when speaking about competition, “Some critics try to set up a wide division between low cost and network carriers’ models.  In truth, the low cost model has been around for some time, and as the industry continues to evolve, network and low cost models are beginning to blur.”

Escarra addressed costs, but she spoke most adamantly about customer service:  “The industry will continue to cut costs.  You’ve seen it before.  But what’s unique this time is that airlines have learned to protect customer relationships.” 

Escarra noted four areas that define customer service:

• Operational excellence, including efficiencies in security screening

• Ease of use, e.g., Delta’s industry-leading airport kiosks and DeltaDirect phone banks

• Helpful, caring employees

• Differentiation from competitors

“We must breathe life into our business and our people,” said Escarra.  “Each employee is an ambassador of Delta’s customer service.”

Escarra closed by noting, “Delta is determined to keep pace in the race.  At the finish line, we may look a bit different than we do today, but we’ll be there.”

As Chief Customer Service Officer, Escarra leads Delta’s In-Flight Service, Airport Customer Service, Delta Air Logistics and Reservation Sales and Customer Care.

Delta Air Lines is proud to celebrate its 75th anniversary in 2004. Delta is the world’s second largest airline in terms of passengers carried and the leading U.S. carrier across the Atlantic, offering daily flights to 497 destinations in 86 countries on Delta, Song, Delta Shuttle, the Delta Connection carriers and its worldwide partners. Delta's marketing alliances allow customers to earn and redeem frequent flier miles on more than 14,000 flights offered by SkyTeam, Northwest Airlines, Continental Airlines and other partners. Delta is a founding member of SkyTeam, a global airline alliance that provides customers with extensive worldwide destinations, flights and services. For more information, please visit delta.com.