PREVIEW“At that moment in time it was really more about how we stopped certain projects and stopped spending,” Ms. Walter said. “Then we came back and talked more about the changes we needed to make.”Executives in charge of airlines’ customer experience and service have seen their job descriptions rewritten since coronavirus slashed world-wide airline capacity by 73% in early April. Illustration: Alex KuzoianDelta is relying on internal survey and data collection to figure out what kind of air travel experience customers now want and expect. But despite glimmers of camaraderie, the job of managing an airline’s customer experience in 2020 is uncertain at best and stressful at worst, according to United’s Ms. Walter. The airline said last week it plans to cut 16,370 staff as part of efforts to trim its domestic workforce, and the job cuts will affect all areas of the business including the customer experience team, Ms. Walter said.

Source: Wall Street Journal September 08, 2020 10:03 UTC