Delta’s Impressive Investment In Economy Service

Filed Under: Delta

It really is impressive the extent to which Delta thoughtfully invests in their onboard product, while their two biggest competitors do almost nothing. Delta has been leading the way among US carriers when it comes to their international economy experience, and the airline already made improvements to the product back in 2017.

The airline already offers good bedding, amenity kits, and menus in economy. Now Delta is making even more positive changes.

Delta’s latest economy improvements

Starting in November, Delta is rolling out additional services in international economy, including:

  • “Welcome aboard” bellini cocktails to start
  • Hot towels
  • Placemats for meals
  • Mix-and-match options for appetizers and entrees
  • Desserts will be served separately after the meal
  • Pre-landing chocolates will be distributed

Delta has been testing this new concept for a while. Specifically, they’ve been testing this for over a year on their Portland to Tokyo Narita flight, and have seen increased customer satisfaction scores because of this.

These amenities will be available on international flights of over 6.5 hours, plus select shorter flights where Delta One and Delta Premium Select are offered.

In addition to the above, Delta has also provided specialized training to their team of over 3,000 pursers, who are their lead flight attendants on international flights. With the new training, pursers will be making pre-flight introductions in the gate area and will be at the boarding door to greet each passenger.

As Allison Ausband, Delta’s SVP of Inflight Service describes these changes:

“This is about investing in every single customer who chooses Delta, no matter where they sit on the plane. The thoughtful touches we’re investing in throughout the new Main Cabin experience were designed by flight attendants with one goal in mind — delivering an exceptional experience that our customers will rave about and one that our team, the best in the business, is proud to deliver.”

Most interestingly, check out the press release for a video featuring flight attendants talking about what they think of the new service.

Here’s a diagram showing the new service improvements:

Delta gets it

As much as I give Delta a hard time over SkyMiles, they really get it when it comes to their onboard experience, and that’s so refreshing to see.

Delta is willing to invest money in their product where it makes sense, and most importantly, they’re able to do so in a way that engages their employees and makes them proud.

If American and United tried this, flight attendants would be complaining that they’ve being given more work. Delta employees are simply different, and realize the connection between their efforts and their success.

It’s the combination of both Delta management and Delta employees caring about the customer experience that make them so much different than American and United. At American and United, employees would mostly complain about having more work. At Delta, employees are mostly excited when they can offer an improved experience.

Keep up the good work, Delta!

Comments
  1. I’m seeing 38,000 Skymile roundtrip prices to Europe in economy in early spring next year. Of course, cash prices are low, and cents per mile are about 1.3 to 1.5, but if the Economy experience is improved, these redemptions can make sense…

  2. They could teach not only their US competitors but also the likes of British Airways ALOT about treating the customers as customers, attractive products and actually delivering what’s promised.

  3. “Delta employees are simply different, and realize the connection between their efforts and their success.”

    are you still gonna be a neutral blogger or just be directly morphed into a spokesperson for Atlanta ?

    I’ve recently flown DL ATL-JFK on a 757-200, 7pm dept, and despite the 2 hour flying time and hardly any turbulence, the FAs were so slow the entire section of coach behind Door 3 (where I was seated) got ZERO service before Captain ordered closing down in-flight service to prepare for landing.

    Is this what you call “so refreshing to see”, and is this what the type of service attitude that “makes them proud” ?

  4. I live in the MSP market and I choose to fly with Delta. There are other airlines that serve this “Fortress” hub but it is decisions like these that will keep me flying with them. Most of my flights are domestic but this investment in their service is exactly what can differentiate them from AA, United and the LCC of the world. Yes, I can get cheaper flights through Sun Country (ugh…) or Southwest or others, but the investment in service will keep me happily flying with Delta.

    I really wish that United and AA would get a clue when it comes to this type of service as a differentiator vs the LCCs that are out there. Paying for excellent service that is on time and reliable is what I want, if I just want to be treated like cattle, I can fly with the LCCs of the world. I am glad to see this.

  5. @ henry LAX — Right, let’s judge the entire airline by your one experience (which frankly I’m suspicious of)…

    We know, as far as you’re concerned no airline in the world could come close to offering the quality of United.

  6. Congratulations to Delta for putting higher standards in the skies – United and AA, get BUSY!

  7. Not to mention their 777’s are still 3-3-3 instead of the sardine can 3-4-3 that the other two/many other Int’l carriers now have. As you said, Delta GETS IT.

    I’m AA hub captive in Miami but find myself choosing Delta more and more, especially if I need to connect anyway. Can’t wait for my first Delta One experience next month (FCO-ATL-MIA). Will be interesting to see how it compares to my outbound award redemption in AA J (MIA-DFW-AMS).

  8. A predeparture drink in economy? Imagine getting AA FAs to do that!

    With all these improvements, there’s going to be no difference between Y and J 😉

  9. Great to see the investment in the back of the aircraft, but doesn’t this slow down the service by a lot, especially on overnight northeast-Europe flights? I assume they’re just going to have the desserts on the post-meal drink cart, but having to do a pass with the bellinis, and another pass with the towels (just my guess) probably delays the start of service by at least 20 minutes…

  10. I like Delta and all, but even you have written reviews about terrible / mediocre service on Delta (flights to London from LAX , specifically). Just as you cant us a broad brush to paint all UA or AA flight attendants as awful (many are great), you cant just use that same broad stroke to portray all DL flight attendants. While I usually have a good experience on them, more often than not it’s unmemorable, going through the motions, and lazy as well. To say nothing of the horrendous and indifferent ground staff I more often than not encounter during ATL layovers. No doubt, this is a welcome service enhancement, but it’s still worthwhile to maintain some objectivity on this form.

  11. @henry LAX – Ben is right:

    “It’s the combination of both Delta management and Delta employees caring about the customer experience that make them so much different than American and United. At American and United, employees would mostly complain about having more work. At Delta, employees are mostly excited when they can offer an improved experience.”

    Well said and summarized, Ben!

  12. @ JourneyingJohn

    You seem to slag off BA with such passion, even, as here, when the post is all about, er, Delta.

    What’s it like, working for VS?

  13. This is refreshing to read. It’s brilliant to see an airline like Delta making an effort to improve service in economy which is still the cabin the biggest part of the population flies. Delta could increase prices by even €50 and people would book them over their competitors on the same route knowing that they’ll get better service.

    Emirates & QR have long been offering a much superior service in economy class and EK has of late been hyping how much value you get from flying economy with them. So i guess Delta is on to sth here.
    Well done.

  14. “A predeparture drink in economy? Imagine getting AA FAs to do that!” Shortly after departure (see graphic—it’s just an add-on to their regular drink service) is not pre-departure.

  15. This “bistro-style” meal looks painfully similar to Etihad’s “enhanced” economy meal. Which is atrocious, by the way.
    I really hope Delta will not cut any corners in the process.

  16. One of the best flights I had was with Delta in Economy from ZRH-JFK. Fantastic crew, plenty of good food and drinks. And this is before the enhancement.

    Honestly, with all the recent cutbacks in Economy from Asian carriers (Asiana and Cathay comes to mind), Delta may be ahead from some of them (although like I said in another site, the likes of Singapore can’t be beat) but they’re definitely leaps ahead of UA, AA and most if not all European carriers.

    I’ve had fantastic crew on AA and UA, and when they are they are absolutely a delight. But very rarely. I find Delta service to be rarely extraordinary but they just provide consistently good service throughout and a bad day at Delta is still better than your average day at AA or UA.

  17. I want more entertainment with my DELTA USA domestic flights. Every landing should be conducted with Autobrake set to Maximum. Lots of smoke and noise. High G forces. Carry On Luggage and Hold Baggage jostled to the maximum. DELTA won’t provide real food on domestic flights, so at least they can entertain me.

    After 2020 I may very well support the elimination of the cabotage laws and regulations for airline travel in the USA. The time for some real competition in domestic USA airline travel may be close at hand. The CRAF(Civil Reserve Aircraft Fleet) capabilities we get for supporting cabotage? Phooey. The next international war of significance will be over in 7 days. That was from the USN Pacific Fleet Admiral. Bing, bang, boom. Once the missiles start flying it will be over in less than two weeks. What the heck is a CRAF going to do for us then?

  18. My fear is that DL is forecasting a significant rise in transatlantic fares in the medium term, and needing to justify fare increases through enhanced product. Especially if Norwegian drops out of the TATL market, fares will rise until B6 enters.

  19. “If American and United tried this, flight attendants would be complaining that they’ve being given more work. Delta employees are simply different, and realize the connection between their efforts and their success.”

    This is also highly correlated with the fact that due to the nature of the FAs contract of employment with Delta (aka non-unionized), they can actually offer performance incentives (both positive and negative) that AA and UA simply can’t.

  20. “If American and United tried this, flight attendants would be complaining that they’ve being given more work. Delta employees are simply different, and realize the connection between their efforts and their success.“
    Props to Delta for doing this enhanced service but your “paint everyone the same” comments above are a bit silly. Delta’s flight attendants have no mouth piece to voice that kind of displeasure. As you know, they’re non-union. You honestly have no idea what their flight attendants think about this enhancement nor would you with the way the Delta PR machine quickly shuts anyone up from within the Company.
    If their flight attendants did speak up about their displeasure, Delta has the ability to fire them, at will.

  21. Delta has been top-notch almost every time I’ve flown them. I’d rather take Delta economy FAs over the AA business FAs I had recently. While SkyMipes might not be the best program, the service culture of Delta makes them solidly the best U.S airline.

  22. lipstick on a pig. I’d rather have a flatbed and have to BYO* than be stuck in Y even with 3* michelin meal and unlimited champagne

  23. Well this is a Delta move that United for sure won’t copy. They only copy the ones where they can add revenue and give the passenger less value for their money. United is the worst. Anybody who thinks United’s experience is remotely in the same ballpark as Delta is high af.

  24. This is a great move both AA & United should emulate. It’s too bad Delta doesn’t fly to HKG anymore.

  25. I’m happy for Delta. These are all good changes, but seriously, what the Hell is a “Bistro Style” meal?

  26. I like Delta and all, but even you have written reviews about terrible / mediocre service on Delta (flights to London from LAX , specifically). Just as you cant us a broad brush to paint all UA or AA flight attendants as awful (many are great), you cant just use that same broad stroke to portray all DL flight attendants. While I usually have a good experience on them, more often than not it’s unmemorable, going through the motions, and lazy as well. To say nothing of the horrendous and indifferent ground staff I more often than not encounter during ATL layovers. No doubt, this is a welcome service enhancement, but it’s still worthwhile to maintain some objectivity on this form.

  27. Just to give UA some credit, United has been serving dessert separate from the main course for several years. As for the rest of Delta’s changes, I am extremely impressed at the pre-flight drinks and enhanced meal service – it’s almost as if Delta is trying to match Qatar and Singapore in their onboard products – something that UA and AA wouldn’t do as they don’t even strive to be premium airlines.

  28. Delta only gets away with this sort of thing because bloggers like yourself let them and don’t compare the true offsets of what Delta does holistically.

    Let’s look at what Delta has done:
    1. Densest planes in the in the industry (most seats per plane vs AA and UA).
    2. Worst First class pitch across the narrow body fleet in the industry. As low as 35” on their a319. Why does this never get brought up!?
    3. 30” Y pitch across most of their narrow body fleet per their website
    4. Tiny lavs on their reconfigured airbus
    5. “New international J Seat” that’s actually a really old J seat design with a new plastic door on it but marketed as something close to heaven
    6. Continue to devalue their mileage redemption ability (worth huge money) via variable pricing and any number of other devaluations since merger

    Then this is offset with minor service improvements like a Bellini and “bistro dining” that’s is a definite improvement in service, to be sure, but a minor cost relative to their other service reductions

    Is anyone ever going to actually look at all the things Delta has led the industry taking away from the consumer offset by these minor service improvements?

    It’s just rather amazing to me the positive vibes Delta gets when they’ve taken away so much from the traveling public since their merger.

    Led the industry:
    Tiny lavs? Delta
    Worst Seat pitch in domestic F? delta
    30” Y pitch? Delta
    Lower Mileage redemption ability? Delta

    Delta does so many things well but it would be nice if the glowing reviews of the things they do well was countered by the truth of how much they’ve taken away

  29. I love that Delta is innovating, but I’m afraid this just wont pan out. In the end, my bet is that the “Bellini” service just further delays an actual drink service. Then, the gap between a meal and a dessert will take forever as they clear the meal then prep dessert.

    Credit due all the same, and I do hope they pull this one off. Just not yet convinced that they reliably can pull it off.

  30. Here’s where this really starts to count (I’m a marketing guy, so I’m putting on my marketing hat here). Some major mainstream travel website, I can’t remember which but it’s not really relevant, shared this story on Facebook today. There were literally hundreds of comments, from people who are clearly casual frequent flyers, saying not only how much they loved flying Delta, but how they had such a good experience that they encourage their friends and family members to fly Delta over the competition.

    THIS is a huge differentiator. And it further reinforces that AA and UA’s management team’s false notion that “price and schedule” are the only two important factors, is dead wrong. And yes, I say all of this as an AA Executive Platinum.

  31. I tell everyone within earshot to fly Delta whenever possible. I can’t even remember when, if ever, they let me down in the last five years since I switched.

    I made the mistake of giving AA a try again recently since I still have hundreds of thousands of miles. After a few canceled flights (even after driving for hours to AND from alternate airports), I eventually arrived 30 hours late and about $100 poorer. The frontline staff though were very kind though.

  32. AMPfromBNA they been trialling it for months. Service on US carriers is generally abysmal and this is light years ahead of any offering
    It will be better than your average first class service, let alone economy

  33. Jeff- Might wanna correct those points:

    Led the industry:
    Tiny lavs? AMERICAN (and United) on the MAX
    Worst Seat pitch in domestic F? AMERICAN (on all Oasis retrofits/MAX)
    30” Y pitch? AMERICAN has the same (and low-cost carriers go even smaller)
    Lower Mileage redemption ability? Delta (only factually correct point you made)

  34. —305
    1. The delta a319 and a320 reconfigurations were the first among the big 3 to use those to tiny lavs. Long before American (was even merged if memory serves; could be wrong about that timing)
    2. Check aa.com and delta.com and learn something: The AA oasis First pitch is 37” per aa.com. Check delta.com on nearly any domestic plane: a319 – 35-37”. A320 – 36”. B738 – 36-38” B739 – 35-37” b737-700 – 35-37”. b752 – 35-37”. You’ll be hard-pressed to find a domestic Delta F seat with more legroom than even an Oasis AA aircraft. If delta.com is wrong, they have a serious problem with their Web admin
    3. I agree low cost carriers go further. My point was that Delta led the big 3 in the reduction to 30” pitch in Y and were the first to do it among Delta, American, and United.

  35. Can you wait until you try it out first before celebrating and hailing the move? I wonder what the same exact announcement would generate had Delta been swapped out with AA or UA. A darling is a darling I guess.

  36. @Jeff

    Why do you fly an AA or updated UA 777 in Y, then complain about who has the densest planes in the industry.

  37. —TM, did you bother to look at the number of seats on each before you posted that?
    All Delta 777-200 variants: 288 in the new configuration with the new suite
    All AA 777-200: 273
    United international variants (non-Hawaii): 269, 267, 276. I totally agree that their Hawaii birds are a fate worse than death in Y.
    All carriers have 31” pitch at a minimum in Y
    Even with 3-3-3 in Y, Delta still has the densest 777-200s.

    With the exception of the a332, delta has more seats on every wide body type they have vs American and United.

  38. Good to see delta doing something nice. It doesn’t cost much more but keeps people happy

  39. United outsourced contractor Henry LAX is INCENSED this gets more coverage than stroopwafels all day

  40. Qantas ditched traditional tray service years ago and this sounds like a carbon copy (minus the place mat) of their service. Welcome drink and all, so its not innovative in my opinion. You get a bigger entree but loose the salad- cheese and crackers etc… It’s not more work for the cabin crew. It’s faster to deliver and easier to pick up… I prefer to fly DL but don’t always feel that way. My last trip on a 739 felt like a sardine can. The TV was inop and the window seat I paid more to select in advance was only on the seat map and not on the plane? (A trip to Seat Guru next time.) At that point it just felt like a normal crappy AA flight!

  41. I pretty much always fly internationally to Asia when I travel, and out of SFO at that (which is UA’s west coast gateway), so I don’t fly DL internationally at all (they don’t go to my destinations in Asia, anyway). However, I gotta say that the few times when I’ve flown DL domestically, their flight attendants struck me as being the most polite of all domestic airlines that I’ve flown! I was totally impressed with their constant gratitude to passengers for choosing DL, as well as their unwavering attention to passenger service while onboard!

  42. I think Ben is spot on with this discussion. I am Executive Platinum on American (due to my dumping all by BA flight miles into the AA account) and Platinum on Air France. I fly mostly long-haul international flights to the ME and North Africa. That being said, I do NOT fly American in the US domestically any more. I choose Delta as I too have noticed the customer service and amenities are much better if I fly coach (which I do on most domestic flights).

    I have mentioned my views on American before on this site. I don’t know what has happened to American post US Air acquisition and re-branding of this carrier. If there ever was an argument against airline mergers.. the US Air and American is a shining example. I empathize with those who are stuck in “Captive” AA markets.

    Ben, thanks for articulating the improvements about Delta. I too noticed it during my last several flights.

    W

  43. Feels like this blog has become decidedly anti-union. Which is one of the reasons why I left View From The Wing.

  44. Meanwhile, AA reinforced recent changes to economy service today. FAs are instructed not to make eye contact with passengers (unless reprimanding them), respond to call buttons only after 5 attempts, sigh heavily when requested to do anything, make only one trip through the cabin per flight, and avoid refilling beverages at all costs.

    Plus, when they serve you a meal, they are instructed to offer at least two options in the PA announcement but then say “we only have the chicken left” as they reach each passenger.

  45. Haven’t flown Delta for quite awhile since they are no longer an Alaska partner. However, we did use miles (37K each) for economy, DUB to BOS last week and both my wife and I were very impressed. Service and FA’s were great. Catering out of Dublin was tasty and ‘thank you’ chocolates were passed out before landing. I was pleased to be flying the 767 with two seats on each side instead of three across seating!!! That was one reason I decided to use Delta for this flight. Our FA had recently been to Alaska, a place where we lived for 14 years; so, we had a great conversation about her trip. Bottom line is that we would love to fly Delta more, but are constrained because we primarily fly Alaska.

  46. PDBs in coach and dessert served separately from the overcrowded meal tray sounds too good to be true. Did n’t delta downgraded premium economy service shortly after introducing it?

  47. Slightly off topic, as my wife and I never fly economy. Last week, we flew from Singapore to Tokyo-Narita on Delta in the Delta One class. The flight attendants serving us were the most energetic and helpful flight attendants that I can ever remember. I thanked them and told them that they did an excellent job. On our next segment, NRT to Detroit, the flight attendants did a good job but they were not near as energetic and bubbly as the ones serving on the first segment. If I am choosing between AA, UA, and Delta, I will always choose Delta. So we are flying first class to MSP next week.

  48. “Delta has been testing this new concept for a while. Specifically, they’ve been testing this for over a year on their Portland to Tokyo Narita flight, and have seen increased customer satisfaction scores because of this.”

    Having taken this flight(on the way to Guam), I was very happy with it. Best economy experience I’ve ever had. Too bad domestic economy can’t be this good.

  49. Thanks for the update Ben. I am a dedicated Alaska airlines member and do the the Australia-USA Qantas flights monthly. QF is pretty brutal in economy on this long haul but I love the miles. However, If I can find a great SkyTeam programme to credit Delta flights on a “miles flown” basis which are also redeemable for a good price (Alaska miles on CX / QF / FJ to Australia in business class are a great deal) then DL would get my business on the AUS-USA route.

  50. What a brilliant move by delta. Not only does it improve the economy experience but it’s also fiscally smart.

    A bellini maker is easy to install and serve up like water. They can serve it from the same cart.

    Towels? Nothing new there and having a cleaner plane benefits everyone.

    Placemats make it easier and faster to clean and turn around a plane.

    Mix and match appies and mains are not difficult, many airlines already offer them.

    Investing in customer experience? Yes please! Happy travelers = happy crew. They get that doing it not only improves the experience for the traveler but also for the crew who deal with (generally) happier crowds. Happier workforce makes for less missed time and the number one cost for airlines is staff…

    Will they execute on it? I have no idea, but surely they deserve a fair chance at trying before people trash it?

    My personal experience with transatlantic flights with delta ( in j) has always been positive overall, though the hard product is always underwhelming, the crew is always great.

    That included a time when an engine caught on fire in AMS while the plane was already loaded and ready to taxi…the pilot just remained calm, got on the speaker and said ‘we may be delayed by a few minutes’ which got a chuckle from everyone. The fire was put out right away and no one panicked. We all (those in y also) got hotels and money for the night and got on a new plane next day.

  51. The service flow seems devoid of a second meal. Does that mean that the chocolate when leaving the plane is the second meal?
    Even Portland to Tokyo would be too long for a one meal service.

  52. Wright: “I don’t know what has happened to American post US Air acquisition and re-branding of this carrier.”

    When Doug Parker, whose previous jobs were all in finance and cost cutting, and America West bought US Air he turned it into a low cost airline. A look at who’s president of American after the merger might give you an answer to your question.

  53. @Lucky +1 good comment with HenryLAX and @RF I am also sad that they dropped Hong Kong using their own metal. Although, it is nice to fly on Korean Air from HK.

  54. Credit to management for taking care of their employees and being innovative in enhancing the economy passenger experience

  55. Delta is totally copying Saudia Bistro dining experience ! and that tableware is so similar to Etihad’s !

    It’s funny how Delta claims to be the first to offer such service !
    Qantas started in 2014
    Saudia started in 2017
    Etihad started early 2019

  56. The #DeltaDifference, is an actual motto, (looking at you American #GoingForGreat and United #FlyTheFriendlySkies) American flight attendants leave much to be desired (not always) and United is hit or miss.

  57. @Arie
    “We all (those in y also) got hotels and money for the night and got on a new plane next day.”

    That’s because you were leaving an EU airport, and the airline is legally required to give you money and a hotel room, and to rearrange your travel.

    “The burden of regulation”, you see, is often A Good Thing.

    It would be more interesting to learn what they did in the same circumstances but leaving a non-EU airport.

  58. @ the nice Paul. In fact delta is pretty good at offering compensation and assistance in case of mechanical issues irrespective of where the flight operates.

    Anyhow, a majority of people will appreciate this upgrade of the economy offering. It’s just a percentage of miserable frequent fliers who always have to turn a positive into a negative and are never happy with anything

    Another example – when are the facilities at the airport going to be improved ?
    There is then construction work to upgrade the terminal with renderings everywhere.
    They then complain about all the construction work

    You can never win with these people

  59. @The nice Paul, around Christmas 2016, my wife and I were flying Delta to Fairbanks in economy. Our flight from Seattle to Fairbanks got delayed and then cancelled due to weather. It was a late night flight, so not only did they offered us a room but within 1.5 hrs of cancellation, I received $100 credit and an apology for the delay.

  60. @Jeffrey.

    You’re right about DL’s new dining service mirroring Qantas. I’m a regular flier, but had not flown QF for decades years until recently. I still had good memories of the tray service, so you can imagine my shock when served hot meals in cardboard boxes (domestic and short haul international) and those ‘bistro’ style dishes on long haul. Quality was ok. But presentation suffered. And yes, we lost the salad, cheese and crackers, chocolate bar and dessert. Basically half the meal you would get from a tray service.

  61. @OleGunner
    Yay! A US airline that sort of behaves to the minimum standards required in the EU, even though it doesn’t have to. Good. And good for them.

    Though it’s kind of tragic that we’re celebrating this sort of minimal standard, and demonstrates how poor most other airlines are. At the risk of reinforcing Icarus’s contempt for frequent fliers like me, this post — and the earlier one, celebrating United’s offer of a choice of tiny processed food snacks as some sort of customer service breakthrough — just shows how dismal standards generally are.

  62. Having flown the Portland to Tokyo flight it was a great experience. Definitely saw other delighted passengers.

    Peach bellinis at the beginning just sets the tone for a great flight.

  63. @the nice Paul…that was before the EU enacted the current regulations. But I do get your point.

  64. Thanks to Delta for being the industry leader. As a frequent flyer on Delta, I welcomed the proposed change of cabin service with enthusiasm. Keep up the good work. “Delta leads and other airlines follow”.

  65. well…it is Delta. Who, in their right mind, would choose to fly internationally on Delta (or any of the US airlines, for that matter)?

  66. Fantastic to see Delta differentiating their economy service while many other lauded carriers are increasingly cutting back frills to make it a generic product however I am curious to see if this will sustain.
    The ability to customise appetisers and main meals is great but how will this pan out on an NYC LHR red eye particularly given that they intend serving desert separately?
    I hope Delta has worked out the service flow given the trial but I somehow can’t help thinking that this maybe better suited to transpacific routes versus east bound transatlantic flights. Kudos to them for trying though!
    I do wish however that airlines would innovate the pre-arrival breakfast service with a to-go option on short red eye flights. A pastry or fruit with a secured cup of coffee to have while landing is so much better then the pulverised eggs that are served!

  67. You need to quit the snarky comments about workers, it’s unbecoming. Have some respect for the crew who work hard for poor pay to get you to your destination.

  68. I just came back on a round trip to Hawaii on Delta’s 1st class and it wasn’t as nice as this economy class. Delta needs to work on domestic 1st class!

  69. FYI, in the video found in the press release that Ben has shared the link to, you can see in the menu a section titled “Pre Arrival meal.” You can also see an FA serving to a passenger a lighter meal (only entree, no appetizer). So yes, even on PDX-NRT there are two meal services.

  70. You must be after freebies from Delta!
    This airline is degrading at an alarming pace. My dad retired from them, he is rolling over in his grave.
    Two days ago returned from AMS to PDX, Delta Comfort, what a waste those extra dollars were. The hot towel you highlight, lets get it right, its a warm paper napkin. Btw, on the trip to Europe my bags showed up two days later. The last 4 trips on Delta have been disasters, missed connections, lost bags, 1st class service no better than coach and Delta Comfort, a joke. KLM, at least they seem to be happy they are employed.

  71. I think the service and food on transatlantic economy flights are better on Delta than AA and UA. However, what matters most to be is the seat recline which is minimal—I flew their partner Alitalia yesterday and the seat reclined so much further—and the mileage redemption which is absolutely ridiculous. Often 3-4 times that of the other carriers.

  72. Gotta love that good ol’ Delta PR team:

    Instead of giving you a choice for your first beverage, here is only one.

    While our portions are a bit bigger, no more salad or cheese and crackers for you.

    Wait for your dessert.

    But don’t worry, here is some hot towels and chocolate lol.

    Sometimes I can swear these bloggers work for them since they can seem to do no wrong in their eyes. Delta could literally say “on the way out, you’ll get a slap” and y’all will be like “Delta improves the experience even further with a facial massage upon arrival to wake you up and get the blood flow going” lmao!

  73. Ben, thanks for this. Would these nice touches apply to BASIC ECONOMY fares? I am thinking about purchasing a Boston to London flight on Delta basic economy (duration is 6 hr 39 min outbound).

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