EDITOR'S NOTE: CEO Ed Bastian shared the message below with customers via email on Tuesday.
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Your safety remains paramount, and your feedback helps guide the actions that support wellness and distancing when you choose to travel with Delta. That’s why layers of protection are now in place at every touchpoint of your journey, from beginning to end.

Here’s what you can expect:

Confidence in your safety.

Safer travel starts as you check in, where you will be required to wear a mask until you reach your destination. Our employees will be wearing them as well - just ask for one if you don’t have your own. Surfaces you encounter are wiped down throughout the day, starting with kiosks and baggage stations. Plexiglass shields will be in place at Delta check-in and gate counters by the end of May, and you will be encouraged to maintain a safe distance with decals at check-in, at the gate and on all Delta-owned jet bridges. 

At the gate, you’ll find gate areas and jet bridges disinfected with electrostatic spraying. Before you board, our teams follow an extensive cleaning checklist with authority to hold the flight for additional cleaning if they aren’t satisfied. This includes safely sanitizing each aircraft with electrostatic spraying before every flight and wiping down tray tables and seatback screens. Boarding will occur from back to front and be limited to 10 customers at a time to minimize your contact with others. You will receive snack bags with a sanitizing wipe on select flights to reduce onboard service touchpoints.

Every flight is capped at 60 percent capacity and middle seats are blocked for your protection. The air on all aircraft is completely recirculated 10 to 30 times per hour with fresh, outside air or through industrial-grade HEPA filters with similar performance to those used in hospital operating rooms and other highly sensitive environments. Announcements will also encourage you to take time when deplaning to create distance for those ahead to exit. 

We are exceeding all travel guidelines set by the U.S. Travel Association, and you have my commitment that we will consistently deliver. If you have questions during your trip, our team will be available to answer them. 

Flexibility and understanding as travel plans change. 

In a recent survey, one of you shared, “I was anticipating a hassle from previous customer support experiences with other companies, but my concern was addressed in a way that felt very good as a consumer. This was my best support experience ever.”

Our Reservations and Customer Care team has processed more than $1.5 billion in cash refunds since January, including $182 million so far this month. Your patience is appreciated as they continue to handle an enormous volume of calls each day. You can also easily cancel, make changes or rebook online via My Trips any time before your travel date.

If you have travel booked through Sept. 30, 2020, or existing eCredits from flights March 1st through Sept. 30, 2020, there are no change fees to reschedule your trip through Sept. 30, 2022. In addition, tickets purchased between March 1 and May 31, 2020, can be changed without a change fee for a year from your date of purchase. 

While this crisis has made us distance ourselves, the isolation has brought a sense of togetherness as we check in on one another. I will continue to communicate with you and ask that you share any feedback you have. You can rest assured that we are taking every step to keep you safe throughout your journey when you are ready to fly with us again.  


Ed Bastian



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