10 Things Delta Air Lines Does Well

10 Things Delta Air Lines Does Well

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In the spirit of positive reinforcement, in this post I wanted to share the things that I think Delta Air Lines does well. In separate posts I’ve written about the things that American Airlines and United Airlines do well, as well as my least favorite things about the “big three” US carriers.

Delta is often regarded as being the best of the “big three” US carriers. I think the airline has lost a bit of its edge during the pandemic, though the airline still has some significant competitive advantages.

In no particular order, below are 10 things I like about Delta Air Lines…

The people & service

The reality is that in this post I’m just listing a bunch of things I appreciate about Delta, and I’m not weighing the relative value of each. If I were to do that, this point would be by far the most significant.

The employees at Delta are simply on balance better than those at American and United. Period. Sure, there are of course some good employees at other airlines and some bad apples at Delta, but Delta employees are consistently the most professional and grateful for their customers. Delta employees view customers as the reason they have a paycheck, rather than as an inconvenience.

I’m not going to get too deep into that here, but I’ve written about that many times in the past. From check-in agents, to Sky Club agents, to flight attendants, Delta employees just seem to go the extra mile more consistently.

Delta Boeing 757-200

Seatback televisions on most planes

While American has removed TVs from most planes, and while United is slowly in the process of adding TVs to most planes, Delta has been consistently winning in this regard for years. The airline has seatback entertainment on a vast majority of its narrow body planes (the only exception is the Boeing 717), and that’s something passengers appreciate.

While Delta has a higher average narrow body fleet age than American and United, the airline does invest a huge amount in making its cabins feel fresh, and that’s great.

Most Delta planes have seatback entertainment

High speed Wi-Fi

Delta does a great job with inflight Wi-Fi. The airline has either Viasat or Gogo 2Ku on a vast majority of its fleet. This is an area where the airline is more or less on par with American, and way better than United.

Perhaps most exciting is that Delta is working toward introducing free inflight Wi-Fi. It’s likely that we’ll see this launch in early 2023. So the airline is already in a good spot with Wi-Fi, and it’s only getting better.

20-minute bag guarantee

For those of us who sometimes check bags, Delta’s 20-minute bag guarantee is awesome. Delta guarantees your bag will arrive at baggage claim within 20 minutes of your flight’s arrival, or you get 2,500 bonus SkyMiles.

I’ve found bags with Delta consistently arrive a lot faster than bags with American and United. If I had a dollar for every time I’ve waited for 45 minutes at American’s baggage claim in Miami…

Delta’s 20-minute bag guarantee is awesome

Rollover miles

It’s no secret that Delta SkyMiles is my least favorite of the “big three” frequent flyer programs. One thing that I do give Delta credit for with its frequent flyer program is the rollover miles concept.

If you over qualify for status in a calendar year, the extra Medallion Qualifying Miles (MQMs) that you earn are rolled over to the following year. To me, this is a customer-friendly benefit that gives members a real incentive to continue flying with the airline after having qualified. The catch is that other metrics of elite qualification, including Medallion Qualifying Dollars (MQDs), don’t have the same rollover benefit.

Delta offers rollover miles for SkyMiles members

Counting award tickets toward status

Delta is the only one of the “big three” US airlines that counts flying on award tickets toward status. Given the extent to which SkyMiles is a revenue based frequent flyer program, and SkyMiles are essentially a currency that can be used toward any Delta purchase, this makes sense.

Many frequent flyers on the status hamster wheel end up not redeeming miles because they feel they need to pay for flights to keep earning status, so this takes some of the sting out of redeeming.

Delta Sky Clubs (sort of)

When it comes to airport lounges, all three of the “big three” US carriers have their advantages. I’ve commented on how United Polaris Lounges are the best international lounges offered by a US airline, while American Flagship Lounges are the best when you combine the access requirements with quality.

Delta unfortunately doesn’t yet have special lounges for international passengers (that’s expected to change in 2023), which is a disadvantage. However, Delta’s Sky Clubs are significantly better than American Admirals Clubs and United Clubs in terms of food selection, service, etc.

Now, there’s one absolutely massive catch — Sky Clubs have crowding issues like never before, and it’s not rare to see a line out the door in order to use a Sky Club. That’s a problem, and it does take away some of the advantages that Sky Clubs have.

Delta Sky Club Seattle Airport (SEA)

A sense of confidence & purpose

One of my biggest issues with American is how the airline seemingly lacks a purpose and vision, and kind of seems to be in a constant identity crisis. Not only does this directly have a negative impact on the carrier’s bottom line (in my opinion), but it also leaves employees in a situation where they’re not motivated and aligned with the mission of the airline.

For example, with American, you have Flagship First Dining on one end of the spectrum, and the least comfortable domestic aircraft on the other end of the spectrum.

This is an area where Delta does much better, in my opinion, and that’s why I think employees are also so well aligned with the goals of the company. Delta doesn’t try to be all things to all people. To me, Delta is remarkably consistent with delivering good customer service and a pleasant product, whether you’re a non-elite in economy, or a Diamond Medallion in first class.

The airline also innovates. Delta doesn’t just look to American and United when deciding what to do, but sets its own goals, regardless of what competitors are doing.

Pricing tickets well

In my experience Delta does a good job at pricing its various cabins and products. Delta generally has higher revenue per available seat mile than American and United. This can partly be attributed to the markets the airline serves, and partly to the airline just pricing tickets better than the competition.

This isn’t necessarily good news for upgrades, but Delta sells a high percentage of first class seats than American and United. So when I am looking at fares on Delta, I generally find the price difference between Basic, Main, Comfort+, and First, to be reasonable. Meanwhile sometimes at other airlines, that’s most definitely not the case.

Delta Airbus A350-900

A great mobile app

The Delta app is excellent, much better than American’s app, and probably on par with United’s app (or maybe even a bit better). From managing reservations, to upgrade and standby lists, it really is a very user-friendly app.

Bottom line

Delta Air Lines has a lot of things going for it, from great people and service (which is a huge point), to nicely equipped narrow body jets, to high speed Wi-Fi, to a good mobile app. If you’re a frequent domestic flyer and are just looking for the most consistently good airline, Delta is probably it.

Of course Delta isn’t perfect, and also has quite a few weaknesses. These include the overall value of the frequent flyer program, the most underwhelming long haul business class product of the “big three” carriers, and belonging to the weakest global airline alliance (SkyTeam), among other things.

I’m curious to hear what OMAAT readers think — what do you think Delta Air Lines does well?

Conversations (34)
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  1. Jeffery L Hess Guest

    I appreciate your reviews of best and least parts of the big three. As a Diamond level flyer with over 1.5M miles I have flown a lot over the past 30 years and seen the ups and downs of flying commercially. Your "best" of Delta was spot on. In all the phases of your review I had to agree with your assesment. One other thing that you need to review on the domestic side is...

    I appreciate your reviews of best and least parts of the big three. As a Diamond level flyer with over 1.5M miles I have flown a lot over the past 30 years and seen the ups and downs of flying commercially. Your "best" of Delta was spot on. In all the phases of your review I had to agree with your assesment. One other thing that you need to review on the domestic side is the locations and flyability of the hubs for each airline. For instance, I have been stuck at the United hub in Denver, CO way too many times. The weather, both summer (lumpy bumpy rides) to winter (snow storm, hours on tarmac for de-icing) is the worst...the weather in SLC for Delta seems no problem with very few issues like United. I agree that the premium Delta One leaves something to be desired...I suggest that this seating will go by the wayside except on very long flights but in the meantime I will not pay for the uncomforatble Delta One again. Thanks for your insight into the airlines.

  2. Azamaraal Diamond

    The fact that Delta credits reward flights towards status is very significant and something I was not aware of. Unfortunately "Sky Pesos" is a well earned term that prevents moving to a different plan.

    I wish Alaska did the same! I buy a huge number of miles from AS so that I can travel two or more long distance trips a year that would award serious status if credited. Since the miles were purchased there...

    The fact that Delta credits reward flights towards status is very significant and something I was not aware of. Unfortunately "Sky Pesos" is a well earned term that prevents moving to a different plan.

    I wish Alaska did the same! I buy a huge number of miles from AS so that I can travel two or more long distance trips a year that would award serious status if credited. Since the miles were purchased there is logic for considering the flights as paid fares. I could see logic in a reduced award since I get a deal from them but they are still $$ in AS pockets. Wish they would consider this feature.

  3. Robert Guest

    Ben, while some of your 10 positive points about Delta, are valid, there is one, that does leave a bad taste in employees mouths, that being Delta award certificates. As an employee, post pandemic, is is impossible to be able to get a standby seat on ANY flights to Europe. Add to that, all these high status customers who only purchase a lesser fare ticket, and continually post for upgrades. These folks can afford to...

    Ben, while some of your 10 positive points about Delta, are valid, there is one, that does leave a bad taste in employees mouths, that being Delta award certificates. As an employee, post pandemic, is is impossible to be able to get a standby seat on ANY flights to Europe. Add to that, all these high status customers who only purchase a lesser fare ticket, and continually post for upgrades. These folks can afford to buy the seats, but feel they are entitled. The employees, who get paid less, because of having free flight benefits, end up getting shoved to the side. We work hard to get flights out on time, work in excessive heat and cold, and the free flights are supposed to be our reward for that. Our status is so low, that we are bumped the majority of the time, and can't make any ironclad plans. It would be nice if Delta lead the way, and took care of it's employees better, gor all we do. We are appreciative for the benefits, but only if we can use them; and not on just shoulder season or other non prime times.

    1. Jeff Hess Guest

      Interesting comment given emplyees have been ranked as top service providers...I think your comment that I feel entitled is a little out of place. I too fly hours and hours as part of my job and I do earn those miles. I too find it frustrating if there are no set aside seats to use my benefits on. Perhaps that is a corporate employee relation issue and not my fault for wanting the seat. Lets...

      Interesting comment given emplyees have been ranked as top service providers...I think your comment that I feel entitled is a little out of place. I too fly hours and hours as part of my job and I do earn those miles. I too find it frustrating if there are no set aside seats to use my benefits on. Perhaps that is a corporate employee relation issue and not my fault for wanting the seat. Lets not pit one another against a company policy if setting enough seats aside for us both.

  4. BradStPete Member

    I was CO Elite, US Elite and it broke my heart when they went away. That said.. I fly out of TPA to SLC, SAN, CDG, and NCE. I will always go out of my way to fly DL. I have flown several times this year ( I am no longer frequent ) in a mix of Premium Y, J and domestic F. Thru ATL, MPS, DTW. EVERY person at DL was kind, engaged and...

    I was CO Elite, US Elite and it broke my heart when they went away. That said.. I fly out of TPA to SLC, SAN, CDG, and NCE. I will always go out of my way to fly DL. I have flown several times this year ( I am no longer frequent ) in a mix of Premium Y, J and domestic F. Thru ATL, MPS, DTW. EVERY person at DL was kind, engaged and really made these trips pleasant. Unlike many readers, I dont care about miles, I DO care about consistent customer service and DL delivers.

  5. Jiang Guest

    Does anyone else also constantly get bugs in the Delta app, that it always crashes and doesn't seem to work offline, although it is supposedly to at least display some same day travel boarding passes etc. I've uninstalled and reinstalled the Delta app countless times.

    1. Stephen Guest

      Have you deleted the app cache and from the device prior to or instead of deleting the app. That seems to work well for me on a few apps.

  6. Tim Dunn Diamond

    The DOT just released its Oct 2022 air travel consumer report which includes on-time and cancellations for August.
    Delta was at the #1 position for on-time not just in August but year to date. They also some of their best performance ever in baggage handling
    August cancellations were still elevated based on their own historic standards but they did far better there as well as on other metrics than AA, UA and WN...

    The DOT just released its Oct 2022 air travel consumer report which includes on-time and cancellations for August.
    Delta was at the #1 position for on-time not just in August but year to date. They also some of their best performance ever in baggage handling
    August cancellations were still elevated based on their own historic standards but they did far better there as well as on other metrics than AA, UA and WN which are DL's most direct competitors.

    As for the comment below about the convenience of Delta hubs, I'm not sure what anyone thinks is better for the size of operations that airlines operate at their megahubs.
    DTW is by far the nicest looking hub for any airline but there are precisely ZERO customers that choose their airline based on the appearance of the connecting hubs the airline uses.

    1. Leo Guam Guest

      So you’re saying Delta has all these things going for them and more, but still fell behind United in Q3 net income for all regions other than domestic? Even in overall net income? Why?

  7. LK Guest

    I love Delta because the staff are always nice and friendly. They go out of their way to make a traveler feel secure. I also like the condition of their planes--they are cleaner and seem to be safely maintained.

  8. shoeguy Guest

    On balance, yes, Delta has a culture of customer service that exceeds that of AA and UA. The company is the leader on a lot of measures that AA and UA have had no choice but to follow. But there are some things DL does not do well. Its loyalty program works for Delta, not for its customers. That makes sense from a balance sheet perspective, but it does not operate as an incentive to...

    On balance, yes, Delta has a culture of customer service that exceeds that of AA and UA. The company is the leader on a lot of measures that AA and UA have had no choice but to follow. But there are some things DL does not do well. Its loyalty program works for Delta, not for its customers. That makes sense from a balance sheet perspective, but it does not operate as an incentive to fly DL with any loyalty. Delta's hubs allow for it to exercise significant pricing power, but they are all, on balance, substandard for connections (from the passenger experience perspective) except for maybe DTW. Delta does have a lot going for it, but UA and AA are closing the gap on differentiation. Profits, that's another matter.

    1. Zach B Guest

      Pretty much, I started banking my miles into Flying Blue. Which while has some similar issues loyalty program wise still comes out one of the better values within SkyTeam

  9. Anthony Diamond

    Very good post. I would also say the Amex relationship is also something that it does well. The cards offer a lot, ranging from free bags to ways to spend for status, big bonuses, along with good perks like companion passes, pay with Miles, SkyClub access. I find the other cobrand cards from don't offer the same suite of benefits.

  10. Eric Guest

    The ticket pricing is a big advantage for Delta, and consumers. I've been able to purchase first class tickets on Delta much cheaper than on American, and it all comes down to upgrades. American upgrades more to First Class, thus having to charge more for the first class tickets available to sell. Some will say that it upsets frequent fliers, but Delta's financial results and customer satisfaction say otherwise.

  11. Mantis Guest

    They may price tickets well for cash tickets...but for award tickets, not so much.

  12. Santos Guest

    Their IT (app and website) function really well and along with the elimination of change fees, I love the confidence I now have to be able to change up my flights whenever I need to in about 90 seconds. That's radically improved my flexibility when it comes to work (NYC) and life (DCA/RDU).

    New SkyClub (and overall Terminal C) at LGA is WOW. Felt like I was dreaming. Is it The Pier? No... but...

    Their IT (app and website) function really well and along with the elimination of change fees, I love the confidence I now have to be able to change up my flights whenever I need to in about 90 seconds. That's radically improved my flexibility when it comes to work (NYC) and life (DCA/RDU).

    New SkyClub (and overall Terminal C) at LGA is WOW. Felt like I was dreaming. Is it The Pier? No... but what an improvement.

    Employees and FAs have always been super-friendly compared to those I encountered when I was an AA loyalist. I will say the worst interactions I've had with customer service over the phone have been with DL but that was years ago and the app/website negate the need for me to ever call in anymore.

    I'm solidly team DL and I've even started booking Delta One overseas, despite previous vows to never fly a US carrier internationally.

  13. DLPTATL Guest

    I agree with Delta's greatest strength is in their team members. A small part is southern hospitality, but the bigger thing is positive labor relations. Something that UA and AA have long struggled with.

    Senior management does a great job of showing that they value the team (including industry leading profit share) and this results in more favorable labor relations between management and rank and file employees. FAs have resisted unionization efforts and until...

    I agree with Delta's greatest strength is in their team members. A small part is southern hospitality, but the bigger thing is positive labor relations. Something that UA and AA have long struggled with.

    Senior management does a great job of showing that they value the team (including industry leading profit share) and this results in more favorable labor relations between management and rank and file employees. FAs have resisted unionization efforts and until recently the relations between pilots and management has been great. I urge Delta to get the pilot contract renewal done before it results in lasting harm.

    1. Tim Dunn Diamond

      Delta's pilots are no different than any other labor group that is in negotiation and looking for more money.
      They know they won't get a better deal elsewhere or they would leave.
      Delta pays its employees a premium compared to the industry - in line with how it generates revenue - and pilots are included.
      There are alot of moving parts w/ pilot negotiations but the interesting part is that all current...

      Delta's pilots are no different than any other labor group that is in negotiation and looking for more money.
      They know they won't get a better deal elsewhere or they would leave.
      Delta pays its employees a premium compared to the industry - in line with how it generates revenue - and pilots are included.
      There are alot of moving parts w/ pilot negotiations but the interesting part is that all current or proposed contracts include "me too" clauses that mean that the entire industry's pilots will benefit from better subsequent contracts.
      Delta pilots will get an industry-leading contract in time and based on what AA and UA have offered, those two will be more negatively impacted by the high bar that other carriers such as DL and WN are likely to negotiate. Both AA and UA have released proposed contracts that are well below DL pilot expectations and also what DL pilots are likely to get. DL's strong earnings - like WN - enables strong employee compensation.

      And DL was just rated the 6th best employer in the world behind Samsung and a few big tech companies which benefits all DL employees - including pilots

  14. Willem Guest

    Can you please do one of these about Alaska Airlines?

  15. Harry Guest

    People period. Easy Delta's roots are in the South and AA & United in the North. I recognized that when transferring to the DFW area from the ATL area back in the 80s and I started flying AA. Never flown AA prior to that. Boy was there a difference. Granted over time some has been watered down, but still the biggest difference.

    Lounges, AA should close and regroup. DL is like a 5 star compared...

    People period. Easy Delta's roots are in the South and AA & United in the North. I recognized that when transferring to the DFW area from the ATL area back in the 80s and I started flying AA. Never flown AA prior to that. Boy was there a difference. Granted over time some has been watered down, but still the biggest difference.

    Lounges, AA should close and regroup. DL is like a 5 star compared to AA. Exception AA in LGA recently and was impressed. DFW AA lounges are sub 1 star.

  16. Roberto Guest

    Tim Dunn - “Because Delta has fewer letters than United & American”

  17. NSS Guest

    Can I ask a question about the age of Delta's fleet? You and a lot of other travel bloggers write about how old the fleet is. And yes, I know DL has a lot of old 767, 757, 717, and 737s. But they also have a ton of new planes: 350, 330neo, 321, 739s, 220s.And they retired the MDs, the 777s, the 747s, the 737-700s. Is fleet age really still a thing at Delta or is it just fun to keep writing about it?

    1. Tim Dunn Diamond

      Delta's fleet age is younger than United's in total. I have not done the calculations to know whether Ben's statement about the age of the narrowbody fleet age is even accurate but the comparison, even if it is true, is even accurate.
      Delta got rid of hundreds of 50 passenger regional jets and replaced them with the 717s so Delta operates many more mainline aircraft to do the same mission than American or United.

      Delta's fleet age is younger than United's in total. I have not done the calculations to know whether Ben's statement about the age of the narrowbody fleet age is even accurate but the comparison, even if it is true, is even accurate.
      Delta got rid of hundreds of 50 passenger regional jets and replaced them with the 717s so Delta operates many more mainline aircraft to do the same mission than American or United.
      And fleet age really doesn't matter. the vast majority of customers don't even know fleet age. What matters is cost, reliability, and customer amenities.
      Delta's narrowbody fleet costs less per seat mile to operate; they know well how to keep their airplanes updated and reliable.
      There is only about a 10% improvement in fuel efficient between current generation (737MAX and A320NEO families) and their previous models. There is a much bigger difference in fuel economy between subsequent generations of widebody aircraft which is why Delta is investing so heavily in widebody fleet replacement. Their fleet in total (including regional jets) was 7.5% more fuel efficient than AA or UA's in 2021.
      AA's fleet - despite being the youngest of the big 4 - is not more cost efficient and their cabins look older than DL's.
      DL's oldest fleets are the A320s which will be replaced with the 737 MAX10s and the 757s which are still cost effective because DL knows how and where to use them relative to other newer aircraft including the A321NEO.
      UA will overtake all of the big 4 in fleet age but will spend tens of billions more which will harm their balance sheet.
      Delta has by far the most rational and economically justifiable fleet strategy of any large carrier in the world.

    2. Anthony Diamond

      One reason i think bloggers talk about this is the large amount of planes like 767-300 and even A330s on higher profile, international routes. Those planes all aren't that new, and I do think United and other having planes like 787 is a differentiator (I like the 787 a lot).

      On the domestic front, I agree Delta's fleet seems as new as anyone; 330neo, 321, 220, etc are all very nice.

    3. Tim Dunn Diamond

      Delta's combined A330 fleet (NEOs and CEOs) are half the age of AA and UA's 767; even the DL A330CEO fleet is younger than AA or UA's 777 fleets.
      DL's A330 CEO fleet - which is comparably sized to the 777-200ER - burns 15% less fuel.
      DL's A330 NEO fleet is comparable to the AA and UA 787-9 fleet and DL's A330NEO fleet has more space in coach per passenger and doors -...

      Delta's combined A330 fleet (NEOs and CEOs) are half the age of AA and UA's 767; even the DL A330CEO fleet is younger than AA or UA's 777 fleets.
      DL's A330 CEO fleet - which is comparably sized to the 777-200ER - burns 15% less fuel.
      DL's A330 NEO fleet is comparable to the AA and UA 787-9 fleet and DL's A330NEO fleet has more space in coach per passenger and doors - which neither AA or UA have on any business class seat.
      DL and UA have both retained and are refurbishing their combined 767-300ER and -400 fleets because there is no economic replacement; the 787-8 costs the same per seat to operate including ownership costs. It makes no sense to replace the 767s with 787s which could be economically obsolete in 10-15 years or less if Boeing launches a new widebody as DL wants.
      Replacing the 767 to get a wider business class seat simply does not make economic or competitive sense. DL can and does use both the -300ER and -400 where it is justified competitively to do so. And, as with the A330, the 767 has a wider coach seat than the 787 in 9 abreast.
      There is simply no justification for replacing an aircraft that gives only part of the passenger load a benefit at the cost of many more passengers and at no overall economic gain right now.

  18. Markj Guest

    Delta has spent a lot of time breaking down each element of a flight. Some years ago the Wall Street Journal ran an article about how an on time departure began about 90 minutes before the plane landed and all the planning that went into that.

    In most Delta stations you have Clear available. In Delta hubs they pretty much ll have the automated bin system int he TSA checkpoint. Delta makes an effort to...

    Delta has spent a lot of time breaking down each element of a flight. Some years ago the Wall Street Journal ran an article about how an on time departure began about 90 minutes before the plane landed and all the planning that went into that.

    In most Delta stations you have Clear available. In Delta hubs they pretty much ll have the automated bin system int he TSA checkpoint. Delta makes an effort to get people through security.

    They have a lot more detail in their approach all the way to the 20 minute bag guarantee.

    Moving to Miami and having to primarily fly American felt like I was going back in time

    1. Tucsonbabe Guest

      People,people,people…the employees make Delta what it is.
      Their policy of immediately upgrading Economy tickets to Comfort for elites does not hurt either.

  19. Tim Dunn Diamond

    The most significant assessment is that Delta has a sense of confidence and purpose because they do know what they are trying to be - a profitable, high quality (relative to the largest global carriers), customer focused airline. They had a hard reset post 9/11 and have executed nearly flawlessly relative to their peers since.
    No other global airline has generated as much profits and no other US legacy airline has opened and sustained...

    The most significant assessment is that Delta has a sense of confidence and purpose because they do know what they are trying to be - a profitable, high quality (relative to the largest global carriers), customer focused airline. They had a hard reset post 9/11 and have executed nearly flawlessly relative to their peers since.
    No other global airline has generated as much profits and no other US legacy airline has opened and sustained two hubs in low cost carrier hubs/strength markets all while dominating their interior US hubs and growing into the top positions in 3 of the 4 coastal hubs they have largely built since 9/11.
    They take good care of their people - were just rated the sixth best employer in the world - beat only by a few of the big techs and Samsung - and their people take care of their customers.
    They know what customers will pay for their service and invest where customers are willing to pay. The argument you previously made about 767 Delta One seats is because nicer seats don't pay for themselves on the routes they operate. In contrast, Delta is still the only US carrier that has suites with doors.
    I'm not sure your statement is accurate about Delta having the oldest narrowbody fleet - but fleet age doesn't really matter. Customers consistently think Delta's fleet is much newer because they continually update them including with seat back video and the older planes are still efficient and have been used to get rid of hundreds of regional jets which AA and UA still operate.
    Delta's competitive shine was very strong for the first part of the pandemic when they blocked seats but they lost part of it in the first half of 2022 with the aggressive recovery. All data says they are back on track now and are simply regrowing with an even newer fleet, larger network and alot of newer employees.

  20. Never In Doubt Guest

    In before Tim Dunn gives us the 11-100 things that Delta does well.

    1. Never In Doubt Guest

      Just before, as it turns out.

  21. Juan Guest

    The only thing I will disagree on is the app. When it works, it's great, and it does look great. However, too often it crashes on me and fails to load (often signing me out) at the worst times.

    I had a trip a few months ago where I was downgraded just before check in, and as a result I could not check in on the app and get my boarding pass. Was able...

    The only thing I will disagree on is the app. When it works, it's great, and it does look great. However, too often it crashes on me and fails to load (often signing me out) at the worst times.

    I had a trip a few months ago where I was downgraded just before check in, and as a result I could not check in on the app and get my boarding pass. Was able to get it online (but no printer) and the agent saw I was checked in but couldn't get the pass issued on the app. I fly Delta quite a bit (Platinum Medallion) but it's frustrating how bad the app can be with the slightest hiccup. Honestly, if they could just let us add our boarding passes to Google Wallet (because not all of us are in the Cult of Apple) it would be fine.

    1. Brian Guest

      Fully agree. Followed article with agreed interest...until the comparison with the United app. United's leads by far in both innovation, ease of use and reliability. I have no experience with American's to judge.

    2. Geoff Guest

      Just take a screenshot and and keep it in your pics.

    3. Charles Guest

      +1.

      The Delta app is fine. But United's is significantly more powerful ime.

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Mantis Guest

They may price tickets well for cash tickets...but for award tickets, not so much.

2
Tim Dunn Diamond

The most significant assessment is that Delta has a sense of confidence and purpose because they do know what they are trying to be - a profitable, high quality (relative to the largest global carriers), customer focused airline. They had a hard reset post 9/11 and have executed nearly flawlessly relative to their peers since. No other global airline has generated as much profits and no other US legacy airline has opened and sustained two hubs in low cost carrier hubs/strength markets all while dominating their interior US hubs and growing into the top positions in 3 of the 4 coastal hubs they have largely built since 9/11. They take good care of their people - were just rated the sixth best employer in the world - beat only by a few of the big techs and Samsung - and their people take care of their customers. They know what customers will pay for their service and invest where customers are willing to pay. The argument you previously made about 767 Delta One seats is because nicer seats don't pay for themselves on the routes they operate. In contrast, Delta is still the only US carrier that has suites with doors. I'm not sure your statement is accurate about Delta having the oldest narrowbody fleet - but fleet age doesn't really matter. Customers consistently think Delta's fleet is much newer because they continually update them including with seat back video and the older planes are still efficient and have been used to get rid of hundreds of regional jets which AA and UA still operate. Delta's competitive shine was very strong for the first part of the pandemic when they blocked seats but they lost part of it in the first half of 2022 with the aggressive recovery. All data says they are back on track now and are simply regrowing with an even newer fleet, larger network and alot of newer employees.

2
Jeff Hess Guest

Interesting comment given emplyees have been ranked as top service providers...I think your comment that I feel entitled is a little out of place. I too fly hours and hours as part of my job and I do earn those miles. I too find it frustrating if there are no set aside seats to use my benefits on. Perhaps that is a corporate employee relation issue and not my fault for wanting the seat. Lets not pit one another against a company policy if setting enough seats aside for us both.

1
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