General Representative of Delta Air Lines in Ukraine Dan Feneck
– What role does Ukraine play in Delta Air Lines' strategy?
– Our company has unique opportunities compared to other U.S. carriers. We can significantly expand internationally. Other carriers do not have a sufficient fleet of aircraft to do this. We had many aircraft used for domestic flights in the U.S. But since the forecasted profitability of these flights did not satisfy us, we switched part of the fleet to international routes. As a result, we reduced the number of domestic flights by 15-20% and increased international flights by a quarter. We were able to direct our aircraft to existing international routes and make money. The number of departures to Paris, Frankfurt and other cities increased. But we wanted to work for the future, because we prefer to think about long-term contracts. And we took advantage of the fact that the U.S. had too few developed routes to Eastern Europe. Perhaps in the past, the markets in this region did not look so attractive, but today they are considered very promising. Therefore, Kyiv became part of this strategy.
Delta Air Lines' first direct flight on the route New York – Kyiv was operated on June 2, 2006. When our airliner first landed at Boryspil airport, the American flag was raised, and I still remember that thrilling feeling because I personally took part in that historic moment. We were the first to offer a direct flight to New York, which was in demand, especially among business circles. And now Ukrainian citizens have the opportunity to use a convenient non-stop flight.
– The Ukrainian airline AeroSvit also offers a flight to the U.S. Do you work with them on a parity basis?
– Previously, before the direct flight was launched, there was some cooperation with our Ukrainian colleagues, which allowed us to provide maximum convenience for air passengers traveling to the U.S. But after the direct flight was launched, there is no longer a need for that.
– What is the current passenger traffic on your flight? Is there confidence that it will remain in the schedule in the future?
– This flight is operating excellently; we are very satisfied with the results. Our passengers are also satisfied, as they are pleased with both the quality of the flight and the onboard service. We see that our flight is in great demand, so we continue to work on further improving the quality of service. Speaking of statistics, over the past year (from June 2006 to June 2007), 77,000 passengers used our flight. That is, the load factor is about 80%, which in the aviation business indicates good demand for the route.
– And who are more among your passengers – Ukrainians or Americans?
– Of course, it all depends on the direction. If the plane departs from New York, there are more Americans on board. But the percentage of Ukrainian passengers turned out to be significantly higher than we expected. In fact, there are quite a number of citizens interested in direct flights to the U.S. Especially when it comes to New York, because this city is home to many emigrants from Ukraine. In addition, New York is a global business center that attracts a lot of people.
– How are tickets for your flights sold?
– Customers can visit our central office in Kyiv. We also sell tickets through travel agencies – both those that cooperate with Boryspil airport and have their ticket offices there, and agencies operating throughout Ukraine. And recently, tickets for our flights can also be purchased via the Internet. Our website has now been supplemented with a service that allows Russian-speaking clients to use the airline's services. Moreover, Internet users can not only reserve and pay without going to a ticket office, but also print the e-ticket themselves.
– How much time do passengers on the Kyiv – New York flight spend in the aircraft cabin?
– In terms of time, our flight takes ten and a half hours, of which 9:30 is directly in the air.
– In this regard, the service provided on board plays an important role…
– For passengers on our direct flight, all service is included in the ticket price. We have a very good onboard menu. During the flight, passengers are served meals twice. For business elite class customers, an extensive menu is offered, which includes cold and hot dishes, salads, meat and fish dishes, fruits, desserts, which also include ice cream. And of course, a full selection of drinks, including all types of alcohol. For economy class passengers, the choice of dishes, although not as diverse, is also impressive. At least, they also get ice cream.
– Given this level of service, does the airline bring onboard meals from America?
– No, catering services in Kyiv are provided to us by a Ukrainian company. The only point is that we ourselves order the menu, set the standards, and ensure that the quality meets a high level. This cooperation suits us because the company has shown that it can and is ready to meet our high requirements.
– Lately, aviation authorities in various countries have been introducing various measures to improve the safety of air travel. What is your airline doing in this regard?
– Ensuring passenger safety today requires much more precautions than before. For us, nothing is more important than the safety of passengers and our employees. In this regard, we work very closely with government agencies and security services at airports. Recommendations for security screening depend on the route, because government agencies in the countries we fly to have different requirements. But at our offices, you will definitely be informed about detailed instructions for all possible routes and told where to find them.
– Several years ago, the US Department of Homeland Security tried to introduce a rule requiring all air passengers arriving from abroad to the United States to fill out certain information questionnaires with many, sometimes completely absurd, questions. This was all explained by the need to combat terrorism. Do you have similar requirements?
– The fact is that for a trip to the United States, Ukrainian citizens obtain a visa. Therefore, all the necessary information about a citizen for government agencies can be obtained when visiting the embassy. From our passengers, we only require an airline ticket, a passport with a visa, and that's it - no additional documents.
– Does the plane arrive at your hub airport in New York?
– Yes, our plane arrives at New York's John F. Kennedy International Airport. Moreover, there is a terminal that is used only by our airline. Customs and immigration services are also located there, allowing air passengers to complete all necessary procedures and continue their journey through the United States without hindrance. Of course, this saves a lot of time for our customers, since all transfers take place in one terminal.
– And where else, besides New York itself, do passengers from Ukraine fly on your airline?
– Mostly Los Angeles, San Francisco, Chicago, Atlanta. In general, we offer more than 50 destinations from our terminal in New York.
– Today, low-cost airlines are developing very actively in Europe. Does Delta plan to compete for the attention of the market segment that corresponds to low-cost carriers?
– This process has also started in America. And our airline has historically participated in it. But it should be noted that passengers are not interested in how much the airline invests in a given flight. For them, the cost of the ticket itself is important. And we must be confident that the prices we offer remain competitive. Therefore, we approach pricing policy very carefully. We are confident that the service offered by Delta Airlines fully corresponds to the price of our ticket. And proof of this is the willingness of passengers to pay such money. At least, the large volume of passenger traffic on our Kyiv flight is direct evidence of this.
– What bonus programs does Delta Air Lines have for frequent customers?
– Delta has a loyalty program called SkyMiles, which has already been used by 40 million people. For frequent flyers, we offer not only special fares from the airline itself, but also additional services from our partners. These can be discounts on hotel accommodations, car rentals, and other various bonuses. It is difficult to describe in a few words how many privileges participation in the SkyMiles program provides. For the convenience of passengers, a special section has been created on our website to help you familiarize yourself with both the SkyMiles program itself and the advantages it offers.
– To fly often and accumulate miles for participation in your airline's bonus program, it would be good to know about Delta Air Lines' plans in Ukraine.
– We hope that Ukrainians and Americans will develop cooperation between our countries even more actively. And the direct flight from Kyiv to New York will become even more popular. Currently, we operate five flights per week in the summer and four in the winter. And since statistics show that demand on this route is growing, future plans include making the flight daily.
* Delta Air Lines is one of the largest international carriers. It is a member and one of the founders of the international SkyTeam alliance. It operates flights to 332 destinations in 57 countries around the world. Having added more than 50 new international air routes over the past year, Delta has become the fastest-growing American international airline and the leading global carrier across the Atlantic, operating 31 transatlantic routes. Delta Air Lines passengers can check in for flights, book tickets, order boarding passes, and check flight status on the airline's website www.delta.com