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Winning in Africa Working Together to Stay Ahead of the Competition

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Winning in Africa Working Together to Stay Ahead of the Competition winning in africa Working together to stay ahead of the competition. NEW YORK ATLANTA DAKAR winning in africa LAGOS MONROVIA ACCRA Delta launched its first services to Africa in December 2006 and today we fly to: • Accra, Ghana (ACC) • Lagos, Nigeria (LOS) • Johannesburg, South Africa (JNB) • Dakar, Senegal (DKR) • Monrovia, Liberia (ROB) JOHANNESBURG The African market is getting tougher and customer service is how we can set ourselves apart from other airlines. We need your help to keep us ahead of our competitors by delivering the very best that Delta has to offer to our African customers. what are the challenges? strong competition We have a ‘first to market’ advantage but we’re not Delta offers more services than any other airline between Africa and the U.S. We’ve the only airline to serve Africa. We are facing tough transported almost 3 million customers on our Africa routes since they began. competition from: • United in Nigeria flying between Houston and Lagos. • South African Airways flying between Johannesburg and the U.S. • Nigerian carrier, Arik, flying between Lagos and New York. • Carriers such as Emirates with connections via hubs in the Middle East. operational costs Combined with fluctuations in demand and volatile fuel prices, we must closely monitor capacity in Africa to stay profitable. • We’re consolidating our network in Africa, focusing on markets with higher demand, particularly from premium business customers. • When it comes to our Africa routes, set up costs are much higher and infrastructure can pose a real challenge, impacting the profitability of these flights. • Africa is a price sensitive market. Our load factors may average 80% but prevailing fare levels don’t allow consistent profitability. • Delta has no immediate plans for further expansion into Africa, but we continue to evaluate opportunities where we can make a profitable return on investment. what are Delta’s aDvantages in the african countries we serve? nigeria south africa • Full flat-bed seats in BusinessElite onboard • Daily nonstop between Atlanta and Johannesburg Delta’s daily nonstop between Lagos and Atlanta. with more than 630 flat-bed seats each week • Since 5 September, Delta offers more than 500 between South Africa and the U.S. of these seats each week between the U.S. and Nigeria. • Excellent connectivity across North America via Atlanta. ghana liberia • The only nonstop from the United States to Accra • The only direct service between Liberia and the and three weekly flights between Accra and Monrovia. United States - three flights weekly. • We’ve launched the Delta Energy Desk – a dedicated reservations service for customers working in Ghana’s senegal mining and energy industries. • Nonstop to the United States with connections to top O&Ds via JFK. Delta partners in africa JV partners Air France and KLM and several SkyTeam partners operate comprehensive networks to Africa, meaning Delta customers benefit from the alliance’s global network when including Africa as part of a Round the World itinerary. special fares Delta customers flying to Africa can take advantage of SkyTeam’s Go Africa pass offering cost effective, completely flexible travel within the continent. coming soon From 2013, the introduction of international Wi-Fi on Delta flights between Africa and the U.S. will enable customers to access the Internet throughout their journey. global airline local service in africa We’re all proud of Delta’s commitment to customer service. However, we need to adapt our offering to better suit the African market and meet our customers’ expectations. onboarD • Around 90% of customers are of African origin and we’re working hard to accommodate their service preferences by adapting our onboard product. • We’ve created meals using local ingredients to appeal to customers’ tastes - like serving a greater selection of fruit juices instead of soda and replacing pasta with rice. on the grounD • BusinessElite customers originating their travels at Lagos and Accra qualify for Delta’s Protocol service which offers a personalized escort through every step of the airport experience - from checking in, security clearance and lounge pick-up, to arrival and baggage collection. • Delta’s Protocol service is offered in addition to SkyPriority services. Delta cargo – enabling traDe between africa anD the uniteD states With services to Atlanta and New York JFK, Delta offers more same-day, wide-body shipments to more destinations than any other airline between Africa and the United States. We’ve steadily grown our business on the continent. Cargo exit-Africa now accounts for 4% of Delta’s total shipments from Europe, the Middle East, Africa and India. what are the challenges? what Do we ship? • Types of cargo might differ, but the biggest challenge remains • Types of cargo vary by market, but much of it is perishable the same whatever the market: payload restrictions. such as live fish, reptiles and fresh fruit and vegetables shipped from West Africa. • Weather conditions combined with high passenger load factors and a large volume of checked bags can cause payload • Larger exports include car parts, oil and gas machinery and issues on departure. metal piping. • In addition, IATA rules mean it takes longer to clear shipments • We’re also a leading transporter of civil mail from Nigeria from Africa, making transporting perishable goods harder to and Ghana. manage. • We’ve also got to be sure that any shipment adheres to Don’t forget: Delta’s and the TSA’s rigorous security policies. Africa is a competitive market for cargo as well as passenger traffic. We’ve got to ensure that whatever the shipment and • And finally many of the age-old African infrastructure wherever the destination, it’s delivered with the operational challenges remain with IT connectivity issues and warehouse excellence that Delta Cargo is famous for throughout the rest facilities in need of updating. of the world. investing in africa We continue to invest in Africa to offer a quality service to Delta customers. investing in airports investing in people • We’ve worked with airport authorities and partner • Delta is firmly committed to social responsibility airlines to improve airport facilities for customers to make a difference to the communities we serve departing Ghana and Liberia, such as air conditioning throughout the world and Africa is no exception. and better seating. • Now entering its second successful year, our Business • In 2011, Delta opened two dedicated departure gates Internship program has been rolled out across five at Accra’s Kotoka Airport in partnership with KLM. countries in East and West Africa: Nigeria, Ghana, • In Liberia, we opened a dedicated terminal at Roberts Senegal, Kenya and Liberia. International Airport in partnership with Air France. • Our African interns work alongside the Delta sales teams Terminal B is fully air-conditioned and offers upgraded in each country, learning about business within a large airport amenities for departing customers, including global organization, before visiting the G.O. in Atlanta. a Business Class lounge, dedicated check-in area • We are really proud of this program which demonstrates and information screens. our commitment to the African nations we serve by mentoring the African business leaders of tomorrow. safer skies • We’re developing GPS Approach technology to improve the safety and reliability of aircraft operations at Roberts International Airport. Delta’s GPS Approach system has been developed specifically for Liberia. • Once it’s up and running, the GPS system can be used by all aircraft – not just those operated by Delta. anD finally…what can i Do? Africa remains a region with great potential for Delta, despite global economic uncertainty. Competition is getting tougher and we must deliver a customer experience that exceeds our customers’ expectations in Africa. By working together to better understand our customers in this important region, we will set Delta apart from other airlines in the market. Remember, for the majority of our African customers, air travel is extremely expensive and in return our customers are seeking a high quality product and service. We are proud of Delta’s commitment to all its customers, but we need to go one step further for our African passengers to deliver a superior service that will keep Delta as their #1 choice. Let’s show our African customers that they will get real value for their money in terms of onboard service and amenities by showing them the best that Delta has to offer. www.delta.com All information correct at time of publishing. ©2012 Delta Air Lines, Inc..
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