Delta Airline: Local damage to a Global brand on a Global scale

Here is another example of the idea of “Local damage to a Global brand on a Global scale“. The following is a video entitled “Delta Flight 6499, SEVEN HOURS on the tarmac” added by a Delta passenger on June 27, 2007 (just 2 days ago). [Thanks Austin for the link.] And the video clip currently has 64,412 views already which shows the early stage of its viral power.

IMHO, in this new age, the voice of the people has finally gained the power of equalizing the PR power of a national airline. Welcome to our new age where Local Damage is no longer Local. Where unacceptable services, behaviour, or activities by large national or multinational corporations no longer have any place to hide.

Attention Global brands and Global Corporations: Welcome to a new world where you better treat everyone of your customers as CBS 60 Minutes Correspondents because they can be. And they can get viewerships more than 60 minutes! And remember, these videos *never* go away unless the poster remove them. It is time to improve your overall service level (not your average level, improve your overall service level, including your worst service level).

There are so many things that Delta could have done but didn’t. I will leave it as a fun exercise for the readers to identify them. I will start by saying, in hindsight, I am sure Delta wished they had got some food for the passengers. May be it is time to get that passenger bill of rights legislated with some teeth and enacted into laws that are binding for Delta and other idiotic airlines.