ATLANTA, June 19, 2007 – Continuing a trend of customer service improvement, Delta Air Lines (NYSE: DAL) ranked the second highest in customer satisfaction among traditional network carriers in North America in the J.D. Power and Associates 2007 Airline Satisfaction Index Study. The 9,653 customers who flew on a major North American airline between January and May 2007 also voted Delta “Among the Best” in cost and fees, in-flight service, flight crew and boarding/deplaning/baggage. The airline was rated “better than most” in the check-in and aircraft and flight reservation categories.
“A large part of our transformation focused on improving the customer experience, which has clearly paid off,” said Jim Whitehurst, chief operating officer. “Being ranked among the best network carriers in customer satisfaction two years in a row by J.D. Power is a testament to the dedication and spirit of Delta people who continued to focus on delivering superior customer service even in the face of our extensive restructuring and a hostile takeover attempt.”
During its 19-month restructuring, Delta made significant strides in making its customers’ travel time more enjoyable and convenient on board and on the ground. Improvements include:
- Upgraded Business Elite and international coach products;
- Lie-flat seating on its Boeing 777 fleet beginning in 2008;
- In-flight entertainment on transcontinental flights, with movies on demand;
- Refurbished aircraft interiors with all leather seats on all aircraft;
- Signature cocktails and enhanced snack service on every flight;
- Facility improvements at its two East Coast hubs, including a lobby re-design in Atlanta and a face-lift at New York-JFK;
- Enhancements to delta.com and more self-service options across the system; and
- A renewed focus on the operation to deliver improved ontime service.
The J.D. Power and Associates study evaluated the airlines in seven areas including (in order of importance): cost and fees; flight crew; in-flight service; check-in; boarding/deplaning/baggage; aircraft and flight reservation.
“We will continue to make investments in our people and the product as we work to become the airline of choice for customers,” concluded Whitehurst.
Over the last year, Delta received several awards for its products and services including: Best Frequent Flier Program, Best Airline Website and Best Airport Lounge from Business Traveler; Best Airline for Airport Lounges from Reader’s Executive Travel Magazine; and the Lifetime Achievement Award for Frequent Flier program from the Freddie Awards. Delta also ranked number two in ontime performance among its competitive set for the first quarter 2007.
Delta Air Lines offers customers service to more destinations than any global airline with Delta and Delta Connection carrier service to 332 destinations in 57 countries. With more than 60 new international routes introduced in the last year, Delta has added more international capacity than all other U.S. airlines combined and is the leader across the Atlantic with flights to 36 trans-Atlantic destinations. To Latin America and the Caribbean, Delta offers nearly 700 weekly flights to 63 destinations. Delta's marketing alliances also allow customers to earn and redeem SkyMiles on nearly 15,000 flights offered by SkyTeam and other partners. Delta is a founding member of SkyTeam, a global airline alliance that provides customers with extensive worldwide destinations, flights and services. Including its SkyTeam and worldwide codeshare partners, Delta offers flights to 479 worldwide destinations in 105 countries. Customers can check in for flights, print boarding passes and check flight status at delta.com.