People Priority
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PEOPLE ARE OUR PRIORITY 2017 CORPORATE RESPONSIBILITY REPORT Delta is in the business of bringing people together. It’s what we do when we fly customers to friends, family and colleagues half a world away When we keep our employees safe and recognize them for jobs well done When we support charitable organizations in our communities with our time, talent and resources And when we operate sustainably, helping to ensure an enduring planet for all For more than 90 years, every decision we’ve made has put people first Because at Delta, air travel is our business But PEOPLE ARE OUR PRIORITY TABLE OF CONTENTS CEO Message .................................................................................................................................................3 Delta by the Numbers .................................................................................................................................4 Goals and Progress ......................................................................................................................................5 United Nations Sustainable Development Goals .............................................................................9 Talent & Culture ..........................................................................................................................................10 Safety .............................................................................................................................................................21 Customer Satisfaction .............................................................................................................................31 Environmental Stewardship ..................................................................................................................41 Community ...................................................................................................................................................61 Appendix ...................................................................................................................................................... 70 GRI Index ...................................................................................................................................................... 82 CEO MESSAGE CEO A Message From Ed Taking care of people is the most important job we do at Delta. Whether it’s our employees, the 180 million customers who trust us with their travel each year, or the millions who make up the communities where we live, work and serve – making people our priority has always been the backdrop for all our efforts. At no other time has this been more apparent than in 2017 – one of the that helps pilots avoid turbulence, biometric boarding passes, free best years in Delta's 90+ year history – when we continued investing in-flight mobile messaging, RFID bag tracking through the Fly Delta billions of dollars not just in our employees through innovative tools app, auto check-in and post-purchase upgrades and $1.1 billion in profit sharing, but in the products and services our » Launching Delta’s flagship onboard experience with the A350 and customers have come to know and expect from Delta online, in our announcing the addition of the Airbus A220-100 – both aircraft that airports and on our aircraft. will continue Delta’s environmental sustainability efforts to replace As we charged through 2017, our operational reliability reached new 20 percent of our mainline fleet by 2020 heights with an unprecedented 242 days without a cancelling a mainline » Fuel-saving efforts that contributed to a 13.3 percent reduction in flight. This, combined with harnessing customer insights to deliver absolute emissions since 2005, putting us on track toward the goal of more personalized service has meant our customer satisfaction scores reducing emissions by 50 percent over 2005 levels by 2050 continued climbing and employee satisfaction remained high as our people continued differentiating Delta on the global stage. » Voluntarily purchasing and retiring in total nearly 2.5 million offsets in 2017 as part of our effort to voluntarily reduce our total emissions Throughout the pages of this report you’ll find example after example to 2012 levels of ways Delta is charting our own course forward to have a meaningful impact on the people we encounter, while mitigating the impact our » “Up-cycling” thousands of wear-testing uniform samples as part of business has on our environment for future generations. Some highlights developing Delta’s new uniforms for 60,000 front-line employees from 2017 included: » Implementing industry-leading operational recovery processes » Reducing our global employee injury rate thanks to our LIVESAFE to lessen the impact of major weather events on customers and program that targets improvements in personal safety leadership, employees training and proactive intervention » Earning top employment awards from Fortune, Great Place to Work » Driving diversity and inclusion across Delta by providing front-line and Glassdoor and executive training and signing on to the CEO Action for Diversity At the core of every decision we make as a company is a strong set of & Inclusion program to cultivate a workplace in which different points core values set forth by our founder nearly 90 years ago. To care for of view are welcome and employees feel encouraged to discuss our customers, our community and each other is defined as servant diversity and inclusion topics leadership, and is reflected in our commitment to being a good steward » Providing more than $4 million in Red Cross relief efforts in the of the environment, a positive force in the communities we serve and aftermath of hurricanes Harvey, Irma and Maria, and multiple a great place to work and fly. This concept will continue driving us earthquakes in Mexico in addition to Delta’s commitment to giving forward in our mission to taking care of people while being sustainable back 1 percent of our net income from the previous year to key in all aspects of our business for decades to come. charitable organizations through cash contributions and grants from The Delta Air Lines Foundation that exceeded $45 million in 2017 Ed Bastian » Developing meaningful technology through employee teams and Chief Executive Officer our Global Innovation Center, The Hangar, to enhance the customer experience with features like the proprietary flight weather viewer DELTA AIR LINES, INC. 3 2017 CORPORATE RESPONSIBILITY REPORT DELTA BY THE NUMBERS BY DELTA Delta-By-The-Numbers As a worldwide leader in the aviation industry, we provide scheduled air transportation for passengers and cargo throughout the United States and around the world. Delta is a founding member of the SkyTeam global alliance, and we participate in the industry’s leading trans-Atlantic joint venture with Air France-KLM and Alitalia, as well as joint ventures with Virgin Atlantic, Virgin Australia and Aeromexico and entered into a joint venture with Korean Air that is subject to regulatory approval in Korea. Subsidiaries include Monroe Energy, LLC and Delta Global Services, LLC. A listing of Delta subsidiaries can be found in the Appendix. HEADQUARTERS 180+ M Atlanta, GA 80,000+ Customers Employees 52 6 Countries Continents 800+ 15,000+ Aircraft Daily Flights (Mainline fleet) (Including worldwide alliance partners) 306 Destinations » Atlanta » New York–John F. Kennedy » London–Heathrow » Boston » New York–LaGuardia » Paris–Charles de Gaulle KEY HUBS » Detroit » Salt Lake City » Tokyo–Narita & MARKETS » Los Angeles » Seattle » Minneapolis–St. Paul » Amsterdam Additional information is available at: delta.com Twitter.com/delta Delta News Hub: news.delta.com Instagram.com/delta Facebook.com/delta DELTA AIR LINES, INC. 4 2017 CORPORATE RESPONSIBILITY REPORT GOALS & PROGRESS GOALS Goals & Progress In 2017 we aligned our Key Performance Indicators (KPIs) with the environmental, social and governance issues that are most relevant to our business and set goals for each. The following are the results of our progress toward these 2017 goals. More in-depth information on individual material issues and KPIs can be found throughout the report. Talent & Culture EmployeeEmployee Satisfaction Satisfaction GOAL: Achieve 85 percent employee satisfaction. 89% 84% 86% 88% 87% With 87 percent of Delta 2017 Employee people from all over the world Satisfaction Survey participating in our evaluation, we surpassed our annual goal. 2% Above Response Rate Goal 2013 2014 2015 2016 2017 Safety Customer Safety Employee Safety GOAL: Proactively reduce risks by identifying, GOAL: Achieve word class personal safety performance assessing, mitigating and/or eliminating with the goal of sending all Delta employees and hazards that may cause incidents, accidents or businessEmployee partners Safety home safely. injuries to customers. Global Injury Rate We achieved a slight reduction in global injury 3.87 4.03 3.91 rate due to initiatives that 3.54 targeted improvements in Zero safety leadership, proactive intervention and training, Serious Customer standardized rules and Injuries processes and proactive 2014 2015 2016 2017 injury management. DELTA AIR LINES, INC. 5 2017 CORPORATE RESPONSIBILITY REPORT GOALS & PROGRESS GOALS Customer Satisfaction Net Promotor Score (NPS) CustomerCustomer Service Service GOAL: Short-Term: Consistent year-over-year GOAL: Earn JD Power Award for Customer Service. growth from the 2016 baseline. Long-Term: Achieve a NPS of 50 percent. 758 Domestic Net