Delta's superior customer experience has been recognized once again, highlighted recently by a five-star rating from APEX Official Airline Ratings. The honor is based on customer feedback.
The survey found Delta to be only one of 14 global airlines awarded a five-star rating out of the 470 passenger airlines surveyed – and the only North American-based global airline receiving the honor. This customer experience award is on the heels of Delta receiving the prestigious Crystal Cabin award for its Delta One suite in April.
"We’re honored to be recognized for the hard work and commitment to our customers by all 80,000 of us," said Andrew Wingrove, Delta's Managing Director – Product & Customer Experience. "This award just goes to show that what we're doing in terms of customer experience is really making a strong impression on the people we're looking to impress – our customers."
APEX partnered with an industry-neutral technology partner to collect verified itineraries that were validated by geo-location from more than 50 million verified airline generated itineraries. Using a five-star scale, more than 500,000 flights by customers from around the world were rated throughout the year. Customers rated their overall flight experience, as well as seat comfort, cabin service, food and beverage, entertainment and Wi-Fi.
About Delta's customer experience investment
Delta's multi-billion dollar investment in the customer experience includes a cabin modernization program featuring new seats, seatback entertainment systems with free entertainment, high-capacity overhead bins, access to Wi-Fi on nearly all flights, free Main Cabin meals on select flights, upgraded Main Cabin snacks, an Alessi-designed collection of serviceware, Westin Heavenly In-Flight Bedding, TUMI amenity kits featuring Kiehl's since 1851 premium skincare, chef-curated meals paired with wines hand-selected by Master Sommelier Andrea Robinson, noise-canceling LSTN headphones and more.
Additionally, Delta has made significant investments in the customer experience on the ground, in addition to plans to add nearly 250 new aircraft to its fleet in coming years. These include new Delta Sky Club locations in Denver, Atlanta, and Seattle, and Club renovations in Nashville, Dallas, Newark, and Minneapolis-St. Paul, airport enhancement programs in Atlanta, Los Angeles, New York and Salt Lake City, and the testing and implementation of an enhanced boarding process in Atlanta.