Delta Air Lines is the longest-serving U.S. airline to Africa and will celebrate its 15th anniversary of flying to Accra this December. Heading-up the airline’s sales team in Ghana is Eloina Baddoo, who joined the company in 2017 as an intern.
She is one quarter of an all-female sales leadership team on the continent, joining her counterparts in Nigeria, Senegal and South Africa – making up the four countries from which Delta flies nonstop to the United States. As Delta approaches its African milestone, we spoke to Eloina about how she rose through the ranks of the airline in Ghana and where she’ll be traveling to on her next flight.
What attracted you to working at Delta?
During my first year in college, the Managing Director for Ghana gave a presentation at one of our student forums. Hearing about Delta being the first U.S. airline to operate nonstop flights from Accra to New York captivated me and got me dreaming of working for the airline.
How long have you been at Delta and how did you become the sales manager?
I have been at Delta for four years. The General Manager at the time nominated me for this role after working with me for about two years.
Tell me more about your job.
I like to say I am the face of Delta in Ghana. Together with my team, I manage Delta’s commercial operations in Ghana, Liberia, and Cote D’Ivoire. We maintain good relationships with our existing customers, establish new ones, provide support for our trade and corporate partners and market the company across the countries. Everything we do is focused on serving our customers and building our business in Africa.
What is your favorite part of your job?
Traveling, attending and organizing events, meeting new people, providing solutions to complex customer requests, and keeping our customers happy.
Have you experienced any obstacles in your career and how have you overcome these?
I started my career at Delta as a business intern and transitioning from a junior staff to a managerial role challenged me. Fortunately, I had some great mentors who guided me through that phase and encouraged me to reach my full potential. My international colleagues also offered their support and even today they are always on standby to help when I call on them.
What changes have you seen in aviation / travel since you started your career?
Speaking for the Ghanaian market, passengers are no longer driven only by price, they are concerned about the travel experience, quality of the service and health and safety. They have also developed an interest in digital tools to book their own travel rather than preferring face-to-face support. Within airlines, I have noticed an increase in IT and digital investments despite the current financial straits. I’m proud that Delta is always leading the industry in digital innovations.
What one thing have you learned in your current job above everything else?
Customer service should not be underrated because people never forget how you make them feel.
Why should people choose Delta?
We have the best customer service in the industry. The sincerity of our concern for customers has been proven during and after the pandemic through the innovative policies we introduced and always putting their health and safety first.
Where is your favorite place to travel?
Atlanta – the weather is great, and the people are very sociable and friendly.
What are your hobbies? How do you unwind after a busy day?
My afterwork routine is to hit the couch to watch a telenovela with sugared popcorn and ice cream. I enjoy traveling, teaching Sunday School, making desserts, and doing small home DIY projects.