How Delta turned TSA chaos into a brand advantage

Suspending VIP services for members of Congress is a good first step to separate Delta from its customers’ airport nightmares.

[Photos: Delta, Mark Felix/Bloomberg/Getty Images]

As brand obsessions go, our collective love/hate relationship with airlines may be one of the most passionate and unique. It’s a perfect storm of time pressure, cost, emotional stakes, and a complete lack of control as a customer. 

An airline’s product is the experience, and that experience has a laundry list of potential pain points—check-in, lost luggage, boarding, seat comfort—that can........

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