I recently flew to Atlanta on Delta Airlines to attend orientation for my new role as Managing Consultant with Capgemini Consulting. I must admit that I was not looking forward to flying Delta. Given the choice, I typically fly JetBlue or, when the occasion presents itself, Virgin America – the Apple of air travel.
The last time I flew Delta was coming back from Florida. The trip was uneventful but somehow stressful. I had flown JetBlue there and even though they lost my luggage for a day, they handled it so nicely, I went away with a really good feeling – a good customer experience.
The time before last I flew Delta to Las Vegas, and I recall spotting a mouse in the waiting area. So, my expectations were not high.
When I arrived at the Delta terminal, however, I was blown away by the technology. In the waiting area of the gate was a high white table with what looked like iPads, available for passengers to use, as well as plugs for charging their own devices. It looked like something you might find at a trade show or conference. Very slick and modern.
When we boarded the plane, we were informed that there would be in flight wifi available. But not just available. Free. What? You’re giving me something free on a domestic flight? I promptly booted up my new iPad to check it out. Aha. The free wifi was sponsored. Brilliant. A much better business model than asking passengers to pay $15 or $20 for access. And a much better consumer experience. After all, I’m telling all of you about it.
And as for the advertiser, well the advertiser got a captive audience that visited a sponsored web page to activate the coverage. Moreover, the page had an opt out lead generation component so that users would be added to the company’s mailing list unless they unchecked the box.
In addition to this on screen and direct marketing component, the advertiser had a short promotional video incorporated into the in flight television entertainment.
All in all, I thought it was an excellent program. A win win for all involved, And a reason to give Delta a second look.