Talking Travel with Charisse Evans, Delta Air Lines’ Vice President of Customer Experience Integration

Writing this LinkedIn column over the years, I have had the opportunity to add my own insights and opinions as CEO of Ovation Travel Group to travel topics ranging from best practices in corporate travel management to practical travel tips and reflections on industry news. I am also incredibly lucky to be able to connect with travel leaders and innovators from a huge number of companies and organizations that are also on the leading edge of travel technology, service innovations, hospitality trends and more. The conversations I have with these industry leaders are always enlightening, personally and professionally, and I realized I had an opportunity to share something special here.

With that said, I’d like to introduce a series of interviews with travel industry leaders, “Talking Travel,” where industry professionals and thought leaders answer questions on all things travel and hospitality-related.

?Today I’m talking with Charisse Evans, Delta Air Lines’ Vice President of Customer Experience Integration.

Charisse took to the skies for the first time when she was 12 years old. Little did she know that the excitement and “magic” she felt that day would be the same experience she would work to create for Delta’s 200 million annual customers around the globe.

Charisse is ultimately tasked with training pilots, flight attendants, airport customer service agents, maintenance technicians, cargo employees, reservations specialists and more on how to deliver unmatched service. She is responsible for leading Delta’s efforts to build a consistently great experience, and create lasting memories, for all Delta customers.

Charisse’s passion for Delta’s culture, people and customer service is unmatched. She joined Delta in 1985 as a temporary, part-time Reservation Sales agent before going on to serve in numerous leadership roles across Airport Customer Service, In-Flight Service and Reservations and Customer Care. Previously, she served as Vice President – Reservation Sales and Customer Care, where she oversaw Delta’s customer engagement centers around the world. Within those centers, more than 5,000 employees field an average of 32 million calls and 3 million social media contacts per year.

In other words, there’s likely no one who knows Delta’s customers better than Charisse and her team. It’s a pleasure to have an opportunity to get to know her a little better here.

Let’s start from the beginning. Where did you travel on your first flight and what do you remember about that experience?

My first flight was to see my family in Houston. It wasn’t a long trip, but it was very exciting. I was 12 years old and I flew by myself. Looking out the window, seeing the world from above for the first time – it was magical. I often think back on that experience and the opportunity an airline has to play in creating moments that matter, moments that stay with you. Whether pinning wings on a child as they await their first flight or pouring two glasses of champagne for a happy couple celebrating their honeymoon, we have a powerful opportunity to spread happiness.

What made you get into the airline industry? 

Growing up, my passion was radio/television and film. I wanted to tell stories. It wasn’t until I started working at Delta that I realized my passion didn’t stop with the telling of great stories--I wanted to help create them. This airline and its incredibly unique culture became my passion. What’s more, my colleagues became family members, and the ability to hop on a plane and travel any place in the world was – and remains – truly fascinating.

What do you like the most about this business? 

This industry is always transforming to improve the experience for our customers, and those innovations are what keep it so exciting. Just last year, for example, we introduced biometric boarding, our flagship A350 aircraft and fresh new uniforms to help our team stand out from the crowd. And we aren’t just innovating for innovation’s sake – we’re listening to our customers and employees to build the airline they want to fly and the company they are proud to work for.

I also admire the raw grit of the people that make the airline business churn. And I like the sense of immediate gratification when you help someone or turn their day from not so good to great. Every day poses a new opportunity to flip the trip for our customers.

What makes Delta different than other carriers? What are you most proud of?

Other airlines can buy the same planes, source similar food options or have a similar route map, but they don’t have our team. Our employees are known for excellence in both service and operational performance. And my job lets me help them take that exceptional service to the next level.

I’m most proud when the Delta team is recognized for their outstanding performance. For the second year in a row, The Wall Street Journal named Delta the top U.S. airline in their annual “Middle Seat” scorecard ranking. That recognition came just weeks after FlightGlobal named us the most on-time airline. Awards like those speak to the impressive work of 80,000 Delta team members each and every day.

What is the one thing you wish travelers knew about airlines in general? 

The people behind the counter, on the ramp or phone, or working your flight are people, too, and they do their best to take care of each customer. They know traveling can be stressful, and they understand that a missed connection or a forgotten passport can throw a wrench in your plans. But airline employees work hard to have the customers’ backs.

What do travelers need to know when a flight is delayed, thereby offsetting their entire itinerary and related reservations?

We are as concerned as they are and want to do whatever we can to take care of them and get them to their final destination. In fact, there’s an entire team of individuals hard at work behind the scenes making sure that happens.

Decisions to delay or cancel are thoughtfully considered. We constantly monitor weather, issue travel waivers, proactively position aircraft to quickly resume operations, and find ways to de-stress the travel experience for as many customers as possible.

What is your favorite food/snack while traveling? 

Fruit is my go-to snack. When you’re away from home and out of your normal routine, fresh, healthy food can give you the energy you need to take on the world. Delta aspires to set the standard for onboard healthful eating. If you haven’t opted for a Luvo wrap at 35,000 feet, you’ve gotta give those chef-created, nutritionist-approved fresh options a try.

But I don’t always stick with the healthy option. I also can’t pass up the Michel et Augustin cookie squares we serve on the plane. Something about four cookie squares filled and covered with chocolate just makes me smile.

What was your most memorable trip and why? And what’s next on your bucket list

One of my most memorable trips was to Egypt. I have always been fascinated by Egyptian culture and history. To be able to visit the pyramids, the Nile, the places where Cleopatra once lived - it was amazing. Each new stop was steeped in religious history. It was such a cultural and spiritual event for me. As for my bucket list, my next adventure will be a safari in Africa.

In our society of inter-connectedness, what do you do to unplug and de-stress while traveling?

I like to read – an iPad will do if it’s all I have available, but I like pulling out a good, old-fashioned book with actual pages. Turning each page gives me a sense of accomplishment and peace. If you want a great travel read, I would recommend Pillars of the Earth by Ken Follett, it’s one of my favorites! It might be 900 pages long but it’s extremely interesting, especially if you like fictional stories based on historical facts. 

Finally, if you have minimal time on a business trip, what do you do to experience the local culture?

?When I have minimal time, I try to eat at a local restaurant. You can feel the energy, hear the language, glimpse the lifestyle and taste the cuisine all in one place. Connection is what drives us at Delta, and by exploring new cities, countries and cultures, we’re working to make the world a smaller place.

Photo Courtesy of Delta