How Delta turned TSA chaos into a brand advantage

As brand obsessions go, our collective love/hate relationship with airlines may be one of the most passionate and unique. It’s a perfect storm of time pressure, cost, emotional stakes, and a complete lack of control as a customer. 

An airline’s product is the experience, and that experience has a laundry list of potential pain points—check-in, lost luggage, boarding, seat comfort—that can ruin the entire thing. Now, the U.S. government is throwing a shutdown-size wrench into the mix.