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J.D. Power: Delta best for First/Business, Premium Economy Passenger Satisfaction; No. 1 in airline staff

Delta is the top-ranked airline for First/Business and Premium Economy Passenger Satisfaction in the J.D. Power 2024 North America Airline Satisfaction Study.

One of the world’s most respected consumer intelligence organizations is recognizing the extraordinary care and skill of Delta people, the airline’s premium experiences and operational excellence that earns the trust of customers every day. Delta is the top-ranked airline in the J.D. Power 2024 North America Airline Satisfaction Study for both First/Business Class and Premium Economy segments –marking the second year in a row for the premium economy segment. 

“This is a wonderful reflection of our elevated customer experience, fueled by the unparalleled service of our 100,000 Delta people worldwide,” said Ed Bastian, CEO of Delta Air Lines. “I’m incredibly proud of our team for continuously raising the bar for our customers.” 

Delta’s placement at the top of those segments was propelled by the airline’s consistent, industry-leading performance – powered Delta people -- across six of seven dimensions that J.D. Power evaluates, including: 

  • Day of travel pre-/post-flight experience 

  • On-board experience 

  • Ease of Travel with airline 

  • Digital tools 

  • Airline staff 

  • Level of trust with airline 

The J.D. Power Customer Satisfaction awards for 2024 are shown.

Delta has been frequently recognized for its operational excellence and reliability, innovation and as one of the best companies to work for. The factor that regularly drives that recognition is Delta’s people.1 

While Delta’s people guide customers through their journey, the airline is continuing to invest in the places, equipment and innovations that make flying more seamless, connected and intuitive. 

  • From home to destination, on average 85% of Delta SkyMiles Members rely on the industry-leading Fly Delta app when traveling. With more than 1 billion unique app engagements recorded in 2023, the Fly Delta app ensures the power of Delta is never more than a tap away. Recent updates to the app added new features and functionality to save customers time, explore new destinations and manage their travel even when the unexpected occurs. 

  • Delta has invested more than $12 billion coast to coast in the last 10 years to build airports of the future that are comfortable, easy to navigate and part of an effortlessly connected journey. 

  • Delta will open five new lounges in 2024, and its long-awaited Delta One Lounge experience will bring a new, heightened level of service and hospitality to customers in JFK, LAX and BOS. 

  • Delta expanded its premium seat offering by implementing the newest First Class seat on select refreshed Boeing 737-800s and expanding the Delta One cabin on its fleet of Airbus A350-900s. 

  • More than 670 aircraft are in service today with fast, free Delta Sync Wi-Fi as Delta continues to carry out its industry-leading commitment to bringing free, streaming-quality connectivity to its entire global fleet. Since launching Delta Sync Wi-Fi in February 2023, 39 million customers have logged more than 45 million streaming-quality sessions onboard. Connectivity at this scale remains unmatched in the industry.    

  • Delta Sync seatback is a milestone update to the airline’s industry-leading seatback screens that make them feel more like smart TVs while offering a host of day-of-travel tools for SkyMiles Members designed to streamline their travel journey2. The new seatback screen platform, available today on all Airbus A321ceo and Boeing 757-200 (75D) aircraft and rolling out to additional fleet types by the end of the summer, aims to change how customer loyalty and in-flight experience work together to the benefit of the customer.  

This isn’t the first time Delta has been recognized by J.D. Power. Last year, Delta received top honors in the J.D. Power 2023 North America Airline Satisfaction Study for Premium Economy Class. 

Delta is America's most-awarded airline thanks to the dedication, passion and professionalism of its people. It has been recognized three years in a row by Cirium for operational excellence; as the top U.S. airline by the Wall Street Journal and one of Fortune’s 100 Best Companies to Work For

1Customer testimonials were sourced by Delta and are not in conjunction with the J.D. Power 2024 North America Airline Satisfaction Study. 

2Customers who choose not to pair their SkyMiles account to the seatback screen will still be able to enjoy the hours of hit movies, TV series and audio content but will not have access to the personalization features associated with the new logged-in experience.  

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