Delta names new chief customer experience officer

Credit: JOHN SPINK / AJC

Credit: JOHN SPINK / AJC

Allison Ausband replaces Bill Lentsch, who retires after three decades

Delta Air Lines on Thursday announced the retirement of an executive who led the carrier’s response to the COVID-19 pandemic for customers with new policies and procedures.

The company’s chief customer experience officer, Bill Lentsch, who worked for the airline for more than 30 years, will retire to spend more time with his family, according to Delta.

Credit: Source: Delta

Credit: Source: Delta

He will be replaced by Allison Ausband, who will step into the position from her role as Delta’s senior vice president of in-flight service. Ausband started at Delta as a flight attendant in 1985 and moved up to management, leading reservations before taking over the in-flight service division.

Credit: Source: Delta

Credit: Source: Delta

Lentsch oversaw in-flight service, customer service, reservations, products and consumer insight and the company’s new “Global Cleanliness” division.

Succeeding Ausband as senior vice president of in-fight service overseeing flight attendants will be Kristen Manion Taylor.

Delta CEO Ed Bastian said Lentsch had “a major impact across the company” and that his “greatest legacy at Delta is the deep bench of talent and leadership he fostered and developed over the years.”

Delta also announced the promotion of John Laughter, the airline’s chief of operations, from senior vice president to executive vice president. He and Ausband will join the company’s leadership committee of top executives who work with Bastian.

Ausband and Laughter will “help shape the future of the airline as it rebuilds and recovers from the COVID-19 pandemic,” Delta said.