Delta takes action in light of labor woes

ATLANTA, GA: Facing continuing PR problems and labor headaches, Delta Airlines has taken positive action and launched a targeted effort to communicate with passengers.

ATLANTA, GA: Facing continuing PR problems and labor headaches, Delta Airlines has taken positive action and launched a targeted effort to communicate with passengers.

ATLANTA, GA: Facing continuing PR problems and labor headaches, Delta Airlines has taken positive action and launched a targeted effort to communicate with passengers.

Last weekend, the airline was forced to cancel over 300 flights as pilots refused to fly overtime while their employment contracts are still being negotiated. Delta subsequently asked a federal court to issue a restraining order to force the pilots to do so.

The company and the pilots' union have been embroiled in contract wrangling since September 1999. Delta has been contacting passengers by telephone whenever possible to re-accommodate anyone on a cancelled flight.

Delta's Web site (www.delta. com), which was just redesigned earlier this year to make it easier for people to check on flight status, has again been changed to deal with the problem. A hotlink on the front page brings the user to a statement from chairman Leo Mullin, and information about checking flights.

In addition, a memo was sent to all employees, tailored to each work group. 'They are given knowledge and communication pieces related to their function,' Delta spokesperson Russ Williams said. He explained that employees who deal directly with customers have been trained to answer specific passenger questions about the problem.

The pilots also operate a Web site of their own at www.dalpa.com, with a password protected area.

It is run by the Delta Air Line Pilots Association, a division of the international organization. The site includes a chronology of the contract negotiations and a question and answer section.

Delta is just one of several airlines, including Northwest and United, that have had labor problems over the past few months.



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