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Robinson Alumnus
Helps Delta Rediscover
Customer Service and
Emerge from Bankruptcy
 Few companies strive to be forgettable. But
according to Delta Air Lines executive vice president
of sales and marketing, Lee Macenczack (BBA ’84),
that’s just what a flight on Delta should be. “We
don’t necessarily want to be the most memorable part of
your trip,” says Macenczack.
“At the end of the day, I tell
my employees that I’ve yet to
meet a customer who buys a
ticket because they like to fly. People buy a ticket because
they have a purpose – a meeting, a family event, or a vacation.
So, when I say that the travel experience should be
‘almost forgettable,’ what I really mean is that the booking
was no problem, the customer got to their destination on
time, and they got home safely – end of story.”
Traditionally, Delta has been an industry leader in customer
service. However, in recent years Delta’s financial troubles took
center stage and the airline became known for its concern for
the bottom line more so than its concern for the customer.
“We lost our way, that’s no secret,” says Macenczack. “But
hopefully, customers now see that we’re getting back on the
right track – focusing on service and running a good operation.”
That focus on improved customer service is a key feature of
Delta’s post-Chapter 11 marketing campaign. The campaign,
“Change,” is designed to reconnect with
consumers and showcase the company’s
commitment to reinvigorate the customer
experience.
As the person in charge of sales and marketing,
Macenczack is at the center of the charge. The
Robinson alumnus has been with Delta for more
than 20 years and has held numerous leadership
positions within the company, including vice
president of customer service, vice president
of reservation sales, and senior vice president
for sales and distribution, where he held global
responsibility for all of Delta’s sales channels.
Macenczack was on the floor of the New
York Stock Exchange the day Delta’s stock was
relisted and bought the company’s first shares of
new common stock for CEO Gerald Grinstein.
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