Alaska reported its biggest quarterly profit ever of $234 million though shares dropped on a unit revenue decline. Facing competition from Delta, the carrier is putting all cabin and gate staff through customer-service training.
Facing an intense competitive threat from Delta Air Lines, Seattle-based Alaska Airlines is putting its 8,000 employees that work directly with passengers through a series of customer-service workshops.
The airline’s chief operating officer, Ben Minicucci, speaking on a conference call with analysts Thursday, said the workshops would “review real-life examples on how to deliver exemplary service in various and sometimes challenging scenarios.”
The workshops also aim to empower employees by letting them know when it’s appropriate “to make exceptions to policies,” he said.