Delta Air Lines has been named the best U.S. airline by The Points Guy for the fourth year running, with the online travel platform noting Delta’s excellence in on-time reliability from April 2021 to March 2022, a customer-centered experience and an extensive global network.
“Delta was by far the No. 1,” TPG founder and CEO Brian Kelly said Wednesday on “CBS Mornings.” Delta scored 70.43 out of 100, nearly 10 points ahead of No. 2 Southwest and No. 3 United.
The Points Guy's editorial team reviewed published airline policies and real-time reports between April 1, 2021, and March 31, 2022, in its data-focused analysis of reliability, experience, loyalty and costs and reach. This is the latest award for Delta, which also was recognized Tuesday for having one of the industry’s best travel reward programs by U.S. News & World Report. The airline also has been recognized by The Wall Street Journal, the U.S. Department of Transportation and Wallethub for its reliability and operational performance in 2021.
“While some airlines just compete on price, it was clear to the editors at TPG that Delta continues to invest in passengers from the curb, to the lounge, to the gate and all the way to baggage claim — and passengers were willing to even pay a premium for this service,” said Nick Ewen, TPG’s director of content. “Our staff flies thousands of flights a year and confirms what the data shows: Delta once again provided an experience above the rest of the U.S. airline industry.”
Delta has made many schedule and operational changes since the beginning of the summer to restore the world-class reliability that customers deserve and have come to expect. The airline’s mainline reliability in July was better than May and June, with less than one-third the number of cancellations.
The airline also has continued to invest in a best-in-class customer journey from the curb to baggage claim, with technology and innovation supporting an increasingly well-being-driven experience.
“The resilience of the Delta people and our spirit of innovation continue to lead the way,” said Allison Ausband, Delta E.V.P. and Chief Customer Experience Officer. “We are laser-focused on ensuring the travel journey is as stress-free, hands-free and seamless as possible for our customers.”
AIRPORTS OF THE FUTURE
Creating an ever more modern airport experience is one of ways Delta is making travel more personalized, seamless and premium for customers.
- Digital ID: In October, Delta launched a new facial recognition-enabled experience in Atlanta and Detroit, providing hands- and device-free convenience for travelers from curb to gate.
- PARALLEL REALITY™: In June, Delta unveiled groundbreaking PARALLEL REALITY™ technology that creates a more personalized, clutter-free experience navigating the airport. First debuted at CES in 2020, the experience allows up to 100 customers to each see personalized flight information tailored to their unique trip on a single, shared digital screen, simplifying their journey through the airport at a glance.
- LAX: The joint $2.3 billion investment at LAX modernizes and upgrades one of the airline’s key global hubs. The first phase this multi-year terminal transformation project opened in April, featuring a soaring new check-in facility, security checkpoint and baggage claim.
- LaGuardia: Delta has invested $4 billion to consolidate Terminals C and D into a brand-new, state-of-the-art terminal facility that opened to customers in June. The second of four new concourses opened at the same time. The terminal spans 1.3 million square feet and will feature 37 gates across four concourses in its end state.
DELTA SKY CLUB ENHANCEMENTS
- In addition to opening stunning new Delta Sky Clubs at LAX and LaGuardia to complement multi-billion-dollar terminal improvements unveiled at these hubs this year, Delta has also reimagined the Delta Sky Club at Nashville International Airport (BNA). In June, the airline put the finishing touches on an upgrade that reflects the city’s growing prominence as a tourist and conference destination, and one that will further cement Delta’s reputation as Nashville’s premium airline.
- In July, Delta celebrated the opening of a new Delta Sky Club at Toyko’s Haneda Airport, the only one operated by a U.S. airline, and a luxurious addition featuring regional specialties as Japan gradually eases pandemic-era restrictions and welcomes business and leisure travelers alike.
AN EARTH-FRIENDLY FOCUS
Delta began 2022 introducing more sustainable in-flight offerings, such as the premium amenity kits for Delta One customers produced in partnership with Someone Somewhere.
- Delta’s partnership with Someone Somewhere has already generated jobs for over 250 people in five of Mexico's most vulnerable states. Delta customers can meet the artisan who created their amenity kit and even send them a note by scanning a QR code on the kit’s label.
- Alongside the amenity kits, Delta introduced recycled bedding, reusable and biodegradable service ware and premium canned wine. Together, the products will reduce onboard single-use plastic consumption by approximately 4.9 million pounds per year – that’s roughly the weight of 1,500 standard-sized cars – and significantly increase Delta’s support of minority- and women-run businesses.
