January 30, 2023
Airlines take a lot of heat for poor customer experience (and often for good reason). Retail shareholders certainly took note of Southwest Airlines holiday travel debacle. And while every airline stumbles on occasion, some airlines handle customer experience better than others.
One airline regularly at the top of the list for customer experience is Delta Airlines (Tii:DAL). In the Department of Transportation’s latest Air Travel Consumer Report, which collects data on a host of airline industry performance data, Delta was the top-ranked airline among major U.S. carriers in flight cancellations and was also the top major U.S. carrier for having the fewest customer complaints.
The quality of Delta’s in-flight service, airport amenities and innovations also earned it the number one ranking on Conde Nast Traveler’s 2022 Reader’s Choice Awards for Best Airlines in the U.S.
Delta has spent the past decade investing more than $12 billion in airport hubs across the U.S., cementing its commitment to modernize and transform the travel experience. These facilities are designed for optimal efficiency and speed, allowing travelers to navigate quickly, easily and intuitively. And it is paying off for the airline.
Delta’s hub at Minneapolis-St. Paul International Airport (MSP) was ranked among the Best Airports in the U.S. "MSP has continued to score high with readers for its extensive food, dining, and entertainment options—so much so that it may make you forget you're here to, you know, leave," Conde Nast’s editors said.
Delta's Terminal C at LaGuardia Airport in New York is designed to deliver the efficiency and speed New York travelers often need, allowing them to navigate to and from their gates quickly and intuitively with the latest technologies such as hands-free bag drop, self-serve check-in and Digital ID screening capabilities. In addition to a remodeled concourse, LaGuardia is home to the largest Delta Sky Club in the system. The club features a gourmet kitchen, a premium bar, two food buffets and two hydration stations.
Passengers appreciate Delta’s in-flight amenities as well, such as free text messaging, and for those traveling in higher-level sections of the plane, cozy Delta One business class suites on its new Airbus A350 jetliners and other wide-body planes. Delta unveiled a refreshed Delta Premium Select cabin, featuring locally-inspired dining, premium hand-crafted amenities and more dedicated service touchpoints.
Delta cares for its employees as well. The company is often found on lists of top employers. For the seventh year in a row, Delta scored 100% on the Disability Equality Index, ranking it as one of the nation’s “Best Places to Work for Disability Inclusion.” Delta is one of Forbes’ Best Workplaces for Women in the U.S. for the second year in a row, with employees giving top marks to the airline’s working conditions, benefits and representation of women in leadership. And Delta has been named to the Forbes list of America’s Best Employers for Veterans 2022. Nearly 11% of Delta’s 80,000 employees are veterans, and the company has taken an active role in helping those serving understand how their skills will transfer to civilian careers with the airline.
Just like TiiCKER, Delta believes in rewarding loyalty. For the sixth time in a row, Delta’s SkyMiles program outperformed all global airlines and secured the No. 2 spot overall in U.S. News & World Report’s annual ranking of airline loyalty programs.
For the fifth year in a row, Delta swept Institutional Investor’s All-America Executive Team awards. Delta captured the top spot among airlines in all individual and company categories in the 2023 survey and was the highest-scoring airline, earning “Most Honored Company” status.
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