How to... Create Delta sommeliers
Delta Air Lines’ Sky Sommelier programme has now been building crew wine knowledge for over six years. Julie Baxter discovers more
ENLIST EXPERT HELP
Master Sommelier Andrea Robinson, one of only 30 women worldwide to hold this title, has been the brains behind Delta's wine selections since 2007. Her wine selection includes both in-air and on-the-ground tastings to make sure the wines lose none of their flavour at altitude. Her selection includes recognisable brands for the occasional drinker plus surprises for the discerning enthusiast. The choice rotates seasonally to pair with latest additions to the inflight menu.
DEFINE THE GOALS
Delta partnered with Robinson to launch the airline’s Sky Sommelier training programme in 2017 with the goal of enhancing the onboard customer experience. By increasing flight attendants’ knowledge of wine, through a series of online courses, its goal is to ensure customers get the most from the wine selection.
MOTIVATE INVOLVEMENT
Reception to the Sky Sommelier programme has been very positive. Flight attendants love the opportunity to hone their skills and learn more about wine. More than 1,000 have graduated from the course, which is now open to all of the airline's 24,000 flight attendants.
BUILD THE KNOWLEDGE
The Sky Sommelier programme has played an important role in enhancing the onboard experience for Delta’s customers. Flight attendants who complete the programme are noticeably more knowledgeable about the onboard wine offerings and better equipped to serve customers. Kim Pearce, programme leader, explains: “As a result of initiatives like this, we’ve seen customer satisfaction scores for food and beverage go up across the board."
tap into curiosity
She adds: “We know customers are curious about our wine offerings and want to learn more about them. We’ve been thoughtful in our approach to our wine programme, which we know resonates with our customers. The Sky Sommelier programme is all about elevating the onboard experience and connecting with our customers. Those are themes we carry through all of our training programmes.” •