Delta Air Lines is known the world over.  After all, the air carrier flies in and out of 95 cities in 57 countries.  But here in Atlanta, Delta will always be our hometown airline, and according to Gregory Kennedy, Delta’s senior vice president-Worldport Operations, the Atlanta hub is the “Crown Jewel of Delta’s entire system.”

Kennedy spoke earlier this week to members of the Sandy Springs Perimeter Chamber, elected officials, business leaders and guests at the Chamber’s monthly networking luncheon.  Kennedy, a 32-year veteran with the airline, is responsible for Delta’s Atlanta hub -- the largest single airline hub operation in the world, including all of Airport Customer Service and Cargo Handling.  Kennedy began his aviation career as a part-time ramp agent while still in school.  Thirty-two years later, he says he still “works the ramp” for a flight every morning when he’s in town, a remarkable habit that keeps him in touch with his customers and employees.

“I can’t stress enough how important the Atlanta hub is for Delta,” said Kennedy.  “It’s the location of our corporate headquarters.  Approximately 80 percent of the U.S. population can be reached within a two-hour flight from the city.  We’re continuing to expand our operations at Hartsfield-Jackson Airport, and we are currently upgrading existing facilities plus adding a new concourse and runway.”

“In the competitive airline industry, ‘The Delta Difference’ is our employees, said Kennedy.  “We invest time, energy and money in our employees.  We celebrate them through social events and reward them with profit-sharing.  We give them the opportunity to participate in our numerous charitable and community service programs, because we know that great leaders fuel Delta’s culture.”

Kennedy showed the audience a copy of the book, “The Rules of the Road” and explained that every Delta employee receives a copy of the publication, originally drafted by Delta’s founder, C.E. Woolman.  In the forward by former Delta CEO Richard Anderson, the book states “Each of us has the opportunity every day to be a leader in how we represent Delta, how we handle difficult and unpredictable situations, how we use Delta’s resources and how we take care of our customers, our shareholders and each other.”  The book clearly outlines the company’s core values and expected behaviors, which serve as the strong foundation of the global brand.

Kennedy explained that Delta’s culture values constant improvement internally and externally, and uses surveys to gather feedback.  Through this effort, Delta leadership learned passengers were unhappy with the current boarding process.  As a result, the airline is now testing a new process, which, so far, has generated a positive reaction.  The company is also focusing on “service recovery”, which targets passengers who have been impacted by delays, cancellations, mishandled baggage, mechanical issues, etc.  The employee-driven program includes free snacks, games for kids and complimentary beverages for waiting passengers, along with frequent updates to keep the passengers informed on how the issue is being resolved.  Kennedy told the Chamber audience that Atlanta leads all of the other Delta hubs in service recovery.

Kennedy concluded by noting that Delta not only invests in its employees and customers, but it invests in the community it serves.  Its charitable support is given to a wide range of organizations supporting education, global health and wellness, arts and culture, the environment, Armed Service members and veterans and diversity.

Delta has flown far and wide since its early years in Atlanta.  But even though the carrier is now a well-known and respected global brand, in this city, Delta will always be our hometown airline.