Chief Customer Experience Officer
Delta Air Lines
Bill Lentsch is Chief Customer Experience Officer for Delta Air Lines. In this role, Bill has oversight of In-Flight Service, Airport Customer Service, Reservations and Customer Care, Global Cleanliness, Product and Consumer Insight.
Bill and his team are responsible for Delta’s industry-leading customer experience and the teams that make it happen. This includes everything from how gate areas, lounges and seats are designed to onboard food, drinks, amenity kits, entertainment and more. Underpinning all of this is Delta’s Global Cleanliness division. His teams provide the necessary training, planning, scheduling, technical support, quality assurance and regulatory oversight to ensure Delta’s flying operations teams are prepared to deliver a safe, reliable and exceptional on-board experience, while continuously connecting with customers so Delta can deliver the most meaningful experiences.
Prior to his current role, Bill held the title of Executive Vice President – Flying/Air Operations and Senior Vice President – Delta Connection and Delta Global Services. In this role, Bill oversaw Flight Ops and In-Flight Service, coordinating all flying functions for 24,000+ flight attendants, 13,000+ pilots and hundreds of support staff, as well as all aspects of the more than 2,300 daily departures for Delta’s six regional partner airlines.
Bill has also previously held the title of CEO – Endeavor Air for Delta Air Lines, leading Delta’s wholly owned regional carrier, which operates more than 700 daily departures under the Delta Connection brand.
Bill served Northwest Airlines customers for 20 years across various operations roles with increasing areas of responsibility including Flight Operations, Operations Control, Engineering, Airport Customer Service as well as Aircraft Engine and Component Maintenance.
Bill received a bachelor’s degree in Aerospace Engineering and Mechanics from the University of Minnesota’s Institute of Technology and an MBA from the University of St. Thomas.