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#103

In this episode, Delta Air Lines CEO Ed Bastian breaks down what truly differentiates a great airline: people and culture. Ed shares why “take care of your people first” isn’t a slogan (it’s Delta’s operating system!) and how that shows up in reliability, premium customer experience, and everyday leadership. We get a candid look at running a 100,000-person, 5,000-flights-a-day operation; the metrics he checks first (on-time arrivals and cash); and why accessibility and listening are his non-negotiables as a leader. We also dive into Delta’s broader vision: a connected, premium travel ecosystem that spans free fast Wi-Fi and new entertainment partnerships to deeper integrations with Uber, Wheels Up and, soon, eVTOL links with Joby. Ed frames AI as “augmented intelligence” that empowers frontline teams, outlines how Delta thinks about fortress balance sheets and long-cycle bets, and makes the case that air travel isn’t a commodity but an experience people will choose and pay for. Founders will appreciate his clear wishlist of problems to solve in ops efficiency, maintenance, and crew utilization, and his invitation to bring real solutions, not just ideas. 06:41 Delta's Premium Focus 10:00 An Immersive, Connected Experience 11:02 "Take Good Care of Your People, And They'll Take Good Care Of Your Customers" 16:03 Navigating Challenges and Future Vision 19:49 AI - "Enabling To Do Your Job Even Better" 20:52 Ed's Most Important Metrics 22:32 Persona of Accessibility 27:43 A Bigger Ecosystem 29:37 Joby's First Flights and Delta's Vision - An Extension Of The Ecosystem 30:41 The Cost Of Running Perfectly Every Single Day Is Enormous 33:42 Top Unsolved Pain Points 34:53 Delta Reported 60% Of The Overall Industry Profits 35:48 A Fortress Balance Sheet 38:59 International Expansion and Vision 43:30 Aspiration: Delta As The National And Global Champion 46:18 I Need Great Solutions, Not Ideas 47:25 Raising The Ceiling Of Possibility 49:32 Leadership and Mentorship Insights