Allison Ausband is Executive Vice President and Chief Customer Experience Officer for Delta Air Lines. In this role, Allison oversees the end-to-end customer experience that includes the Innovation and Customer Experience teams and the 56,000 team members in Delta’s Airport Customer Service, In-Flight Service and Reservations and Customer Care divisions who deliver those experiences.
In an extraordinary two years for commercial airlines, Allison and her team have continued to innovate to meet evolving customer expectations while providing peace of mind during times of rapid change. As a result, Delta’s customer satisfaction scores at the height of the pandemic consistently outpaced those achieved in the years prior by 30 points or more, and Delta people catapulted the airline to the No. 1 spot in the J.D. Power 2021 North America Airline Satisfaction Study.
Allison previously led Delta’s 20,000+ flight attendants as Senior Vice President of In-Flight Service, overseeing the team as they achieved all-time high customer satisfaction scores. She has also served as Vice President — Reservation Sales and Customer Care, where she was responsible for more than 37 million customer contacts each year across 10 engagement centers in four countries. During her tenure, Delta’s engagement centers achieved J.D. Power certification – a first for a U.S. airline.
Allison began her career at Delta in May 1985 as a flight attendant after graduating with a degree in journalism from the University of Georgia. She is currently Delta’s executive sponsor for human trafficking and Executive Vice Chair of the University of Georgia Board of Trustees. Allison also serves on the Board of Directors for Delta Community Credit Union and the Board of Trustees for the William R. and Sara Babb Smith Foundation.