Delta CEO Ed Bastian Defies Conventional Wisdom in Running $38 Billion Airline

As Ed Bastian, CEO of Delta Air Lines, settles into his seat on a packed flight, he's not just preparing for takeoff – he's also diving headfirst into the unending stream of customer feedback that floods his inbox every day. With thousands of emails pouring in, Bastian has developed a unique approach to staying connected with his passengers, one that's earned him a reputation as a leader who truly listens. But it wasn't always this way. In fact, Bastian has revealed that he once rejected a mentor's advice on how to run the $38 billion airline, a decision that would ultimately shape his leadership style and set him apart from his peers. Bastian's journey to the top of the aviation industry began in 1998, when he joined Delta as a young executive. Over the next two decades, he rose through six leadership roles, earning a reputation as a shrewd strategist and a passionate advocate for customer satisfaction. But it was during a particularly tumultuous period in the airline's history – the COVID-19 pandemic – that Bastian's approach to leadership was put to the test. In an off-stage interview at the Fortune Global Forum in Riyadh, Saudi Arabia, Bastian shared a revealing anecdote about a mentor who had once advised him to adopt a more autocratic leadership style. "He told me, 'You'll never have a moment of peace if you're constantly reading emails and responding to customer feedback,'" Bastian recalled. "But I disagreed. I believed that listening to our customers was essential to understanding their needs and building trust." Bastian's decision to reject his mentor's advice was not taken lightly. In fact, it required a significant shift in his own leadership approach. "I used to be a very hands-off leader," he admitted. "I'd leave the day-to-day operations to my team and focus on high-level strategy. But as I rose through the ranks, I realized that I needed to be more connected to the people who were actually delivering our services." So, Bastian made a conscious effort to change his behavior. He began reading through customer feedback on flights, responding to emails, and engaging with passengers on social media. The results were nothing short of remarkable. Delta's customer satisfaction ratings soared, and the airline's reputation as a leader in customer service was cemented. But Bastian's approach to leadership is not just about listening to customers – it's also about using data and analytics to drive decision-making. In an era where AI is increasingly being used to optimize airline operations, Bastian is at the forefront of this trend. "We're using machine learning algorithms to predict passenger behavior, optimize flight schedules, and even personalize the travel experience," he explained. As the aviation industry continues to evolve, Bastian's approach to leadership is more relevant than ever. "The key to success in this industry is not just about technology – it's about people," he said. "It's about building trust with our customers, listening to their needs, and using data to drive decision-making. That's the future of leadership, and that's what we're striving for at Delta." In an era where AI is increasingly being used to optimize airline operations, Bastian's approach to leadership is a powerful reminder of the importance of human connection in the digital age. As he settles into his seat on that packed flight, Bastian is not just preparing for takeoff – he's also preparing for the next chapter in the evolution of leadership.