As airline crews increasingly are facing tension-filled interactions with passengers, Delta is working to ensure they don’t damage its reputation.
On Tuesday, Delta announced that it would put its 23,000 flight attendants through diversity training in 2017’s second quarter. The training was made mandatory for the airline’s executives last year.
Delta’s classes will use “real and relevant scenarios” and discuss unconscious bias and so-called microaggressions, said Keyra Lynn Johnson, managing director for diversity and inclusion. “This goes well beyond the typical cross-cultural training.” Delta already requires such cross-cultural training.
The move comes after the airline faced PR headaches after two incidents in which passengers said they were discriminated against.