0.58 and 1.29. Those are the percentages of total flights canceled out of Delta domestic flights scheduled during 2021 and the rate of consumer complaints per 100,000 passengers boarded during the same timeframe.
In the U.S. Department of Transportation's latest Air Travel Consumer Report, which outlines a host of U.S. 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 customer complaints — having the fewest.
“Our ranking in customer complaints and canceled flights among the largest airlines — especially during one of the most challenging years in our history — is a testament to the dedication and perseverance of the entire Delta family,” said Delta Chief Customer Experience Officer Allison Ausband. “From our colleagues on the phones and in the airports, to our onboard crews, maintenance support and thousands of others who work tirelessly behind the scenes every day, these results speak to who we are at Delta and the enduring focus we have on our customers.”
The DOT rankings come on the heels of Delta being ranked as the No. 1 U.S. airline by Wall Street Journal, No. 1 in the Business Travel News survey and No. 1 in customer satisfaction in the J.D. Power 2021 North America Airline Satisfaction Study.
Delta’s rate of 1.29 complaints in the DOT’s report reflects just 1,329 out of more than 103 million customers who boarded a Delta flight during 2021, first among major U.S. carriers.
The canceled flights percentage of 0.58 reflects just 7,866 cancels out of 1,357,322 flights scheduled by Delta and Delta Connection regional partners during the year.
*Major US Carriers include Delta, American, United, Southwest, JetBlue, and Alaska.