APEX reports: Delta divides COO duties following resignation
Dr. Joe Leader, APEX Group CEO (left) and Allison Ausband, Chief Experience Officer, Delta (Photo Credit: APEX)
Delta Air Lines has announced the resignation of Chief Operating Officer (COO) Mike Spanos after 15 months in the role. The unexpected departure has led to a significant reshuffle in the carrier’s leadership team, with APEX (Airline Passenger Experience Association) reporting that Delta is dividing the COO responsibilities to better focus on operations and passenger experience.
Two leaders with strong APEX connections, Delta EVP and Chief of Operations John Laughter alongside Delta EVP and Chief Experience Officer (CXO) Allison Ausband, are both taking on more prominent roles, reporting to Delta CEO, Ed Bastian.
Mike Spanos joined Delta in October 2022 from Six Flags Entertainment, where he served as CEO. His resignation this month came unexpectedly, APEX reported, as Spanos had been appointed to drive Delta’s post-pandemic recovery and streamline its operational efficiencies.
“Mike Spanos played a vital role in guiding Delta’s operations through a challenging period,” Delta CEO Ed Bastian said. “We appreciate his contributions and wish him well in his future endeavours. At the same time, we are confident that our leadership team is more than capable of driving Delta forward during this pivotal time.”
John Laughter, EVP and Chief of Operations, Delta Air Lines (Photo Credit: APEX)
Following Spanos’ resignation, Delta reaffirmed Laughter’s role as Executive Vice President and Chief of Operations. Laughter has been with Delta for almost three decades, with a wealth of operational experience and a proven track record of success.
Laughter has held several key positions at Delta, including Senior Vice President of Corporate Safety, Security, and Compliance and most recently, Executive Vice President and Chief of Operations. He is widely recognized for playing a pivotal role in guiding Delta through the pandemic.
“John Laughter’s leadership has been pivotal in ensuring that Delta maintains its operational excellence, even in the most trying times,” Bastian said. “His deep understanding of our operations and unwavering commitment to our people make him the right choice to lead our teams forward.”
Allison Ausband, CXO, Delta Air Lines (Photo Credit: APEX)
Delta’s leadership realignment is also expanding the role of Ausband, who continues to serve as the airline’s Chief Experience Officer (CXO). Ausband, who has been with Delta for more than 35 years, has been instrumental in the airline’s customer experience initiatives.
Ausband’s role as CXO will now encompass broader responsibilities, including an increased focus on integrating customer experience across all aspects of Delta’s operations. This strategic move aligns with Delta’s vision of putting the customer at the center of every decision, ensuring that the airline continues to set the standard for service excellence.
“Allison Ausband’s passion for our customers and her ability to inspire our teams to deliver exceptional experiences are unmatched,” Bastian said. “Her expanded role will allow us to further elevate the Delta experience, ensuring that every interaction our customers have with us is a positive one.”
APEX Group CEO Dr. Joe Leader has praised the promotions at Delta amid Spanos’ sudden departure, noting his long-standing relationships with both Laughter and Ausband.
“John and Allison have consistently demonstrated exceptional leadership and a deep commitment advancing airline passenger experience,” Dr. Leader stated. “I’ve had the privilege of connecting with Allison since 2017 and John since he spoke at APEX EXPO in 2018. Their elevation is not just well-deserved but a testament to Delta’s dedication to maintaining the highest standards in both operations and customer experience.”
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