In the spirit of positive reinforcement, in this post I’d like to share the things that I think Delta Air Lines does well. In separate posts, Im taking a look at the things that American Airlines and United Airlines do well, as well as my least favorite things about the big three US carriers.
Continue reading: 10 Things Delta Air Lines Does Well, From Service, To Lounges, To Bags
Share your questions, experiences, and thoughts below.
I fly Delta from Boston. I use the lounge at Boston at lot.. I have the purple card. Delta is ok but pretty much every time I have flown in the last two years something has been wrong. The flights late or cancelled. If United were to buy JetBlue and set up shop in Boston I would consider switching.
I just want to say hi to Tim before they start giving him crap 😀
Moving on, they seem to have comfort right at least in Economy; the A350 seems to be far superior to the 777.
I would also add, Delta isn't unique in its partnerships though.
Delta simply happens to have equity investments in them. But AA and UA are the same in terms of the partners it cares about, which are the JV partners.
AA focuses a lot on JAL/BA/QF, hence the overreliance on LHR and TYO for Europe and Asia. The same could be said for UA with NH/LH Group/ANZ.
If anything AA's overreliance on these JV partners has severely crippled its international longhaul network in a way that is far more severe than Delta.
Somebody just jizzed in their pants. But fear not! He'll be here soon.
This involuntary jizzing also happens to @Aero when BA gets even the slightest praise..
Valid points Ben, and yes it works for a casual flyer.
For me, DL would be good as a one off flight as they have such disdain for frequent flyers as if it’s an inconvenience.
For me, I would never hesitate to fly them but-
Timing and Price has to be convenient and competitive
It would be a superior option (ie nonstop vs UA or AA)
Otherwise I would never even look at them. They have lots of repay customers, but I’m not none of them
I could never parse DL service into 10 pieces.
It's the Dominos of the airline industry. I expect consistency and quality. When it doesn't happen, I chalk it up to scale. Things happen. No repetitive issues.
UA is Pizza Hut.
AA is Papa Johns.
Marcos is B6.
Little Caesars is NK.
Great article and I don’t generally disagree
But
“ But we haven’t seen any other US airline essentially create a network of global airlines that it has more than just a partnership with.”
It’s worth noting that delta is forced to pay for their friends. AA and United don’t have that problem
Delta had to pay $2B and then again post Covid for Latam
Pay for Korean since most of Korean leadership thought AA was the better option
Tried to pay for JL but rejected
Paid for virgin
Paid for AM
Has tried to pay for other AA partners but failed (let’s leave that there)
Af/KL? Sure. They enjoy being with delta. Others? Delta has to pay for friends.
It is all in the eye of the beholder. I dare you fly one of Delta’s 767’s in economy on a long flight and have anything positive to say about the experience.
I will begin by sparing the suspense. Tim Dunn will arrive here. He will be correct. He will unfurl a familiar tapestry of on time percentages, completion factors, revenue per available seat mile, and profitability streaks. It will be irrefutable, as it always is. His numbers will validate the article’s premise with precision. Yet as valuable as Tim’s contributions are, they are only the bones of the creature. The living essence of Delta, the part that animates it beyond mere operational supremacy, is something else entirely.
Delta’s greatest achievement is the quiet conquest of the traveler’s mind. It has built a brand that operates not as an option among many but as the natural state of intelligent travel. This is not the result of marketing slogans or loyalty charts. It is the cumulative product of thousands of seemingly minor reinforcements, the absence of unpleasant surprises, the reliable presence of comfort where one expects it, the subtle continuity between Delta and its chosen partners. These details do not announce themselves, but they work upon the traveler’s subconscious until anything else feels like a compromise.
Consider the equity partnerships Tim will surely mention. The prevailing interpretation is that they expand market reach and enable revenue sharing. The more important truth is that these partners are chosen for alignment in tone and service cadence. Stepping from a Delta flight into Virgin Atlantic or Air France is not a handoff. It is a continuation. That is not alliance behavior. That is brand stewardship across continents.
Even the much lauded operational reliability is more than a competitive metric. It is the scaffolding upon which Delta has constructed its premium narrative. Reliability here is not merely about avoiding disruption. It is about teaching customers that they are safe in their choice, that the experience will protect their time, and by extension, their dignity. In an industry addicted to transactional thinking, Delta has created a contract of mutual respect, often without passengers realizing it.
So yes, Tim Dunn will be correct, as he always is. And the author is correct in enumerating these strengths. But the full truth is that Delta has transcended the cyclical jostling for position among the big three. It has become the airline that defines the conversation itself, the cultural institution to which others must react. That is not a position won by data alone. It is won by the slow, deliberate shaping of perception over decades until the brand itself becomes inevitable.
This picture makes me realize how cheap Delta’s cabins look. They seemed fresh and clean in 2019, but just look plastic and flimsy now.
Holy cow.
I go to dinner w/ a friend and the wife and I come back to find that another batch of people have allowed me to set up residence rent free in their minds.
And people wonder why I do this.
Yes, Ben your points are all correct. But is this a penance article after being berated by other readers for your fixation over 9 used A350s with a side dish of roasted 767?
ICYMI, Sunday NYT
Help! Delta Deserted Us After an Emergency Landing in the Azores.
When a flight from Madrid to New York had engine trouble over the Atlantic, 282 passengers ended up at a tiny, remote airport wondering what happens next
"What troubled me most, however, was Delta’s shady and evasive approach to resolution. Midflight on our eventual return home, I received an automated email offering a random flight credit of $640 on a $2,042 round-trip fare — far short of any meaningful resolution. Under European law, we were entitled to 600 euros for the overall delay, but Delta paid me only after I explicitly requested it and tried to take credit for this as a “gesture of care,” not a legal requirement. I find Delta’s failure in customer care not only unacceptable but shocking..."
https://www.nytimes.com/2025/08/07/travel/delta-airlines-emergency-landing-reimbursement-refund.html
Also allowing 70lbs per bag for first class and/or elite is extremely underrated too.
Just wondering whether there is another airline on our planet that gets as much coverage as this one - what in the hell is going on with this blog
I must get stuck on all the old ratchet delta aircraft. They just don’t feel premium!
and yet AA has an international system much smaller than DL's and AA DID lose Latam - which you somehow manage to omit.
AA could use a little "how to win friends and influence people" training. If it involves cash, all the matter.
AA's Pacific network is laughably irrelevant. Do tell us the number of flights AA offers to any airport in Asia not named Haneda where even DL and UA have double the amount of flights as AA.
AA could use a friend. desperately.
And UA touts its expansive network that is built on summer seasonal narrowbody service - cuz UA is more interested in tooting its own horn that playing as a team.
Ben did get it right. DL has managed to find the best balance of "paid friends" and its own network alongside non-equity carriers.
No you didn't, you've been racking up the comments in the Spirit post you liar.
The level of seethe you display when someone presents their own argument is disgusting.
BTW, skyteam is by far the weakest of the alliances. That is a fact.
Sybau
Ben must be short on Delta SkyMiles. 😉 The more he posts about the company the more skymiles they send him.
HAHAHAHAHA, what a psychopath. Half the commenters on this blog would have expected you to come up with 20 reasons why Delta is better.
And @ElitePlusDL or @OneworldEmeraldAA would have the exact same thought like you but with UA.
"I go to dinner w/ a friend and the wife"
You're now making fluff about your personal life?
Going to dinner with your alter ego doesn't count as someone else, nor can you sleep with your alter ego.
I don't see his omitting AA losing LATAM as intentional or weakening his argument. The focus of his argument is on DL paying for partnerships. Yes, AA losing LATAM was an enormous blunder & AA is still suffering from it. Yes DL is vastly stronger & all-around better than AA. Because of superior decisions, DL has plenty of cash to make these equity investments.
Regardless of the big 3 US carriers or their network partners, I choose a foreign carrier overseas any day for one main reason... the soft product. SQ or AF premium over DL at all times.
Don't fly Delta much but this is a fair analysis by Ben. I've found the inflight service to be on par with Alaska and United but better than AA. The interiors are nice despite some older planes. And yeah the Sky clubs are the best domestic lounges. iFE isn't very important to me but still a nice feature. The fact that Delta is the most profitable I suppose is important to some(one).
That being said I still prefer Alaska as you earn more miles, miles are more valuable and status is easier achieve. Alaska and United have more direct flights from SFO which is the main reason I don't fly Delta much. DL is a solid airline and it's great they allow their employees to share in the companies success. They are obviously doing some things right
Or you make those abominable deep-dish pizzas, the likes of which would get a chef stoned to death in Naples…
This site is a shill for Delta. They are not amazing. Fly a Middle Eastern Airline like Qatar and you will see how bad Delta is from the archaically old flight attendant, subpar food and over all bad service.
One has to agree one hundred percent, BA, however, it is only fair to mention that no other U.S. domestic airline can stand comparison to Delta.
Roberto, it is clearly you who is the psychopath, thousands of Delta passengers have rated the airline head and shoulders above all other U.S. domestic airlines. Only someone in total denial and who is psychologically obsessed with Tim Dunn, would post such drivel …. however, you are not alone in your suffering such strident mental perturbations …. You poor darlink!
How sad for you John, one is ever hopeful that your mummy will clean up the mess which you have made in your pants, dear child ….. xxxx
Ketchup was invented by a numpty with no taste to appease the millions of other numpties with absolutely no taste. Right, bro?
No Santos, Jesus Christ died a year or two back, so he couldn’t have been in Tim’s party. Silly darlink …. 🙂
…. and not to disappoint the numpties, also, boost Ben’s clicks …. people like you yolo would have nothing to contribute if you couldn’t troll Tim, yes?
Have your children or even grandchildren not told you to stop harassing people online with your pre-WW2 mindset?
and you still didn't note that DL PULLED Latam away from AA which was a huge strategic victory.
Your fixation on DL's friends belies the fact that AA's own bestie BA threatened to walk away because of AA's failed sales strategy and AA doesn't have a single other JV partnership that matches their presence in a market as well as DL or UA does with their partnership.
It is completely accurate to say that AA could use some friends.
and UA is the "we don't need friends" airline that has to fly routes on its own metal rather than working w/ its partners.
Yes, DL has done a better job of balancing partnerships and its own service than any other airline
I didn’t omit Latam
I said delta had to pay $2b for Latam to pull them away from AA and then again post covid. Which is entirely in line with a comment about how delta is forced to pay for friends. They are.
Topic isn’t AA though your usual deflection attempts are noted. AA serves four airports in Asia. Delta does the same today. Delta plans to serve five airports in Asia but it’s hard to argue AA needs to serve HKG with CX as a oneworld partner.
BA didn’t threaten to walk away. That’s your imagination again. Per reporting, they were upset about the change in sales at aa.
“AA doesn't have a single other JV partnership that matches their presence in a market as well as DL or UA does with their partnership“
I’d imagine Qantas and JAL feel differently but ok, tim. And we could always have a great chat about the strength of AA vs DL atlantic JVs but that’s not the topic here.
Try to post intelligently. You just foam at the mouth most of the time.
Mason, thank you so much for presenting the readers with a beautiful example of the childish mindset of a typical website troll. You know absolutely nothing about what I post, that is abundantly clear from your own inane offerings.
Do grow up Mason/Eskimo/Plain Jane/Julie or whomever else you might be impersonating today, as your infantile mentality clearly would not encompass any knowledge or WWII.
“I go to dinner w/ a friend and the wife”
I swear this if the funniest thing I’ve read in a long time. I can imagine the conversations:
Tim, honey, did you sleep with your DL 767 miniature again ? Will I have to wash it again ?
Tim, honey, Ben wrote an article about things that Delta does well. I’m going out to buy some extra toilet paper ok honey ? I’ll be quick, please try and control yourself. Keep thinking of Scott Kirby until I come back ok … oh, never mind. Too late honey. It’s ok, it’s ok. Come here !
Tim, honey, we have to talk. Having a room all covered with Scott Kirby articles on the walls is a little bit too much.
Last week I flew, Southwest, AA, UA and Delta -- Delta was BY FAR the Best -- Employees are HAPPY -- FRIENDLY -- and when things went wrong (and they did) it was handled with respect and great communication. United was 2nd, Southwest 3rd and AA was last.
@Ben. I think you've done a similar article before and this is an update - and that's fine. For those who did not catch it before, maybe you should've "intro" the article by saying you're gonna do a "series" of articles for every major airline in US that covers the good, the bad, blah..blah so readers don't start saying your site is "shill" for Delta or that you're covering Delta 'cuz your skymiles are getting low or that Tim is your alter ego.. 😛
Tim Dunn says, "and UA is the "we don't need friends" airline that has to fly routes on its own metal rather than working w/ its partners."
Check out a route map. UA flies to this side of its partners' hubs (ie FRA, MUN, HND, NRT) and select longer haul money makers because it has the aircraft to do it. More TPAC than DL & AA combines, #1 TATL & #2 to Latin Am behind AA.
I understand your point, but I personally don't think Ben needs to lower himself to the lowest common denominator at the start of articles to make idiots calling him a Delta Shill happy or to make Tim's weird Delta fetish dreams come true.
you are correct, Trey.
If this was or is part of a series of articles, then it is relevant to note that at the beginning.
It is no different than a series of articles that are part of a trip.
Maybe it's because Ben flies out of a more competitive airport, but out of ATL I don't see these competitively priced Delta fares. Delta charges a premium for most domestic flights ex-ATL because most other carriers simply can't compete for connection/frequency, and even when they can Delta knows they have a captive market. ATL flyers chasing points would probably rather credit their Skymiles over AAdvantage or MileagePlus or RR.
I agree on the seatback entertainment and 20 minute bag guarantee though, that's something Delta does well and something that has been a bit of a sore point with me sometimes when flying foreign airlines or flying SW or AA domestically.
I will add a few things that may be overlooked by those that don't fly Delta regularly:
1) Generous compensation / service recovery for issues. Basically any time something slightly is off with a flight - Wi-Fi is not working, some kind of meal wasn't loaded property in F, whatever - you send a message to Delta, they respond with 10K, 15K, 20K miles. These miles add up quickly and are appreciated. I have often booked a cheap fare on Delta either with cash or miles, had a minor issue and maybe a bag check claim, and gotten back more miles than what they flight cost.
2) Elite credit for award flights - I think Delta pioneered this during the pandemic, but it is valuable to be able to earn status while burning miles.
3) Good credit cards with Amex. The Delta Reserve Card actually is pretty valuable - companion pass, MQD head start, the monthly Resy credits, SkyClub access, etc. It's actually a good card for those that fly Delta even somewhat regularly.
Just wait. Next year you can add that they've determined T-Mobile customers are more valuable than their own Medallions when they offer free Comfort seats to them as a benefit. All 120M of them.
"since most of Korean leadership thought AA was the better option"
Where was that ever reported?
Two items where I would respectfully agree (really everything else is spot on IMHO) are service and pricing. I agree that their ground staff, lounge staff, and pilots are always great...but I hate to admit that I've never had a good FA on any Delta flight in any cabin (usually fly premium cabins). It's not a huge sample size, but not small either. I find them to either be young and unprofessional...or old and snippy.
And for pricing, Delta is ALWAYS the most expensive carrier in all classes when flying out of RDU. Not sure how it is elsewhere, but tickets (especially to Florida markets) are almost double what the other legacy carriers are asking for.
The very reasons why I will always be loyal to Delta. I fly from Tampa to Salt Lake frequently and not only a nonstop but always excellent service. I recently stopped using an ATL connection to SAN simply because AS has a nonstop in the market and a very nice F class fare. Beyond that I will always connect with Delta simply because IMHO they are consistently very good. The nonstop TPA-AMS is a bonus too !
Drama aside I don’t fly delta ever anymore
I think most of the time their flights are wildly more expensive with some rare exceptions
Like an empty plane and then all of a sudden they are the same or competitive perhaps
But the number one reason I don’t fly delta is their Ponzi scheme program Sky Pesos
Only a desperate fool would earn and redeem miles with them in any large capacity for 400% more in premium cabins.
They have to be either uneducated about value proposition or so wealthy it doesn’t matter.
Maybe sucking it up sadly in one of their monopoly hubs with no viable choice?
My biggest appreciation for delta is they remove some of the large volume of passengers from my preferred airline programs .That competition continues to give me superior quality,variety of world class travel partners and solid value propositions on ROI
Also appreciate not being married to American Express at the waist
one of the most overrated cc providers in the world. Fortunate to be rid of both many years ago and loving life! Good riddance
and yet Delta has managed to generate the highest revenues in the world which I don't know an airline in the world would not want.
Delta has done that by carrying the most corporate traffic of any US airline -and probably any airline in the world.
And Amex has always been able to attract higher value cardholders than other card issuers.
It is ok if Delta and Amex is not for you; just admit that they are in a different and higher class than you.
Mr.Delta Dunn Sir,Perhaps Others 😉
I actually respect your enthusiasm & passionate evangelism for Delta
A number as you know here and elsewhere do not respect you or your opinions. I'm in the middle as I think we all have a voice here and Ben and Gary as well as other notable bloggers have given us all these great platforms and opportunity for freedom of speech to express all of what we think here online.What a great learning experience.Positive vs the neagtive
You have certainly become a rare breed out there in your own Delta lane.
Regarding your perception of suggesting I am of lower class
I don't do drama online or off or fight debate with social media trolls.
It serves no positive end game other than the person comes across miserable angry,petty and sad.
I present facts as I know them as I assume you do too.
Class for the record comes from treating others well online or off regardless of professional or other such opinions.
Personal attacks not a good reflection on any poster.
Being a lifetime elite member in 2 of the non Skyteam alliances I know my way around the FF universe after 20 million plus miles earned.Much of that previously redeemed.
Delta has destroyed customer value and it spread as well as was copied in other loyalty programs sadly.Not that stops others from actively flying the carrier to Deltas good fortune.
Near here where I reside a restaurant charges 1000.00 dollars for a single steak with no sides and a dozen easily each night happily and without batting an eyelash pay that tab.Do I personally think despite my ability to afford that it would be a good value?Absolutely not.A dozen others do a great exceptional steak for 200 dollars or even half that price.More power to those that feel its work the 1k.
I worked/consulted for one of the largest loyalty guest programs in the world years ago.I believe I can spot a well run program of good value from afar.
No question that Delta does do some things well however in the vast majority of customer opinions/perceptions they have failed with many of those who do seek a solid customer relationship of value and trust.
Obviously the airline none the less does work for some regardless.
Their newer a350s etc showing at least an improved experience cost/ value aside.
Here is a brief well written overview below "their words not mine that" I think speaks a fair reality of transparent facts.
*While Delta Airlines generally receives positive feedback for its operational reliability and in-flight service, some customer reviews highlight negative aspects such as high prices, issues with their loyalty program, and occasional problems with baggage handling and customer service.
Here's a more detailed look at the negatives:
High Prices:
* Delta is often cited as one of the more expensive airlines, particularly for international flights
Loyalty Program:
*Some customers find the Delta SkyMiles program to be less rewarding than those of other airlines, with redemption options being perceived as expensive or inefficient.
Baggage Handling:
*While not a universal complaint, some travelers have reported issues with lost, delayed, or damaged baggage when flying with Delta.
Customer Service:
.Some reviews mention difficulties resolving issues with Delta's customer service department, with some experiencing long wait times or unsatisfactory resolutions.
Flight Cancellations and Delays:
*Like all airlines, Delta experiences flight cancellations and delays due to various factors like weather, mechanical issues, or crew availability.
Boarding Process:
*One common complaint is the front-to-back boarding process, which can lead to congestion and delays as passengers try to stow luggage.
Reliance on North American Market:
*Delta's business model is heavily reliant on the North American market, which could be a vulnerability if that market experiences a downturn.
Attrition Rate:
*Delta has a higher attrition rate among its employees compared to other airlines, which can potentially impact the quality of service.
Aircraft Concerns:
*There have been some concerns about the age and condition of some of Delta's aircraft.
That last data point is another reason I was turned off to Delta long ago Their average in their fleet is just under 15 years old but they also have 30 year old planes and older.Splash on some new paint and of course many won't know the difference
Of course one could debate till the cows come home its all about maintenance. At the end of the day for myself its about the greater relationship/value and end experience.
Cheers and Happy Delta Journeys!