Few things in travel are more maddening than those hefty fees to change nonrefundable tickets.
"When you think about our fee structure, I think there's fees in there, and change fees are part of that, that people feel are punitive.''
Bastian, careful not to run afoul of regulations forbidding discussion of future pricing, repeatedly emphasized that no decisions have been made on change policies or a broader look underway at how Delta displays its fares and fees to travelers to be as transparent as possible and earn more traveler trust.The airline's comments at investor day would suggest otherwise, at least on the change-policy front.
Eric Phillips, the airline's senior vice president of pricing and revenue management, said the airline has a group of customers and employees working together on a project to see how Delta can"change change.'' "We can be better about providing flexibility,'' he said. "Look, we recognize, life happens. Meetings get rescheduled. Dance recitals are important. And yes, sometimes T-ball practice is like a Game 7. So our goal is to make sure that we provide our employees with the tools and the policies that they need so they can respond to the customers with the fairness and empathy that customers want.
"Who knows what it, in practice, actually means?'' said Brett Snyder, a former airline employee who runs a travel service called
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