EDITOR'S NOTE: Delta CEO emailed the message below to customers Thursday.
DELTA NEWS ON THE GO. Subscribe and follow.

Our country is experiencing overlapping crises. While the coronavirus continues to disrupt our daily lives, longstanding issues of racism and inequality have come to a head through heartbreaking events across our communities. 

When you choose to fly with Delta, I want you to know you have my commitment and accountability as an ally that we will use whatever means we have to move the world toward a better, more just tomorrow. Travel is intended to bring the world closer together, and it’s my responsibility to ensure each of you and every employee are safe, cared for and respected. 

As you plan your future travels, we have a few updates that will help you fly with confidence and ease. This video gives you an idea of what to expect from the moment you check in to when you reach the baggage claim. 

The layers of protection in place for you and our people are making an impact – the infection rate among our customer-facing employees during the past six weeks has been minimal, nearly five times lower than the national average. And those of you traveling are recognizing our safety efforts on the ground and on board with higher-than-ever satisfaction scores. You can trust that we will continue to raise the bar for the industry and shape the future with our Delta standard of care via:

Added protection to keep you safe.

This standard of cleanliness and care is a result of our partnership with leading medical experts and focuses on keeping areas clean, giving you more space and offering safer service. At the same time, we’ve created a Delta Global Cleanliness organization to strengthen our evolution of policies, ensuring a consistently safe and sanitized experience for you and our employees.

Through Sept. 30, you can rest assured that you won’t board a full plane, as our seating capacity is capped at 60 percent and middle seats are blocked to allow space for safer travel. This ensures you will have an empty seat next to you on every Delta flight. Advance Medallion Complimentary Upgrades also resumed yesterday, subject to availability and as permitted by our seating capacity limitations. 

Flexibility as your travel plans change.

You want the peace of mind and flexibility to make changes as needed. That’s why new tickets booked through June 30, 2020, can be changed without a fee for a year from the date of purchase. Additionally, there are no change fees through Sept. 30, 2022, for customers who have travel booked through Sept. 30, 2020, as of April 17, 2020, or eCredits from flights through Sept. 30, 2020.

It’s easy to cancel, make changes or rebook online via My Trips any time before your travel date. If you contact us, we sincerely appreciate your patience as we handle a tremendous volume of calls and messages via phone, chat, Facebook and Twitter.

The return of major routes.

The summer schedule continues to expand based on demand, the latest CDC guidance and government travel regulations. In June, you will see the return of several major routes, both domestically and internationally. On routes with increasing demand, we are adding larger aircraft and more flights.

As we navigate through these dark days together, the light that you and our people shine provides tremendous hope to our world and to me, personally. Whenever you are ready to fly, we look forward to serving you with open hearts.


Ed Bastian, CEO