Video: Delta’s Mr. Clean at Skift Aviation Forum

Delta Air Lines Chief Customer Experience Officer Bill Lentsch offered a behind-the-scenes look at how an airline is dealing with balancing customer concerns with business realities during a talk with Skift Editor-at-Large Brian Sumers at Skift Aviation Forum in November.

Lentsch was emphatic that Delta’s early mandatory mask policy was the right decision. “It’s for everyone’s safety,” he said, adding that more than 600 violators have been banned from future flights on the airline.

He also talked about the decision to block the middle seat through next March. “We will put people before profits,” he added.

For more on related health and safety issues at airlines, read this story.

Skift Pro members can watch the video of Skift Forum Aviation discussion with Delta’s Lentsch in its entirety, below.