Delta Air Lines has earned the top spot in the J.D. Power 2024 North America Airline Satisfaction Study for both First/Business Class and Premium Economy segments. This marks the second consecutive year that Delta has led in the Premium Economy category. The recognition highlights Delta’s commitment to providing exceptional customer service and premium travel experiences.
Delta’s CEO, Ed Bastian, expressed pride in the airline’s achievements, attributing the success to the dedication of Delta’s 100,000 employees worldwide. He stated, “This is a wonderful reflection of our elevated customer experience, fueled by the unparalleled service of our 100,000 Delta people worldwide.”
The airline’s consistent performance across six of the seven dimensions evaluated by J.D. Power has propelled Delta to the top. These dimensions include the day of travel pre- and post-flight experience, onboard experience, ease of travel, digital tools, airline staff, and the level of trust with the airline.
Delta’s staff have been recognized for their extraordinary efforts in customer service. In one instance, Delta employees helped a newlywed who had forgotten her passport at home, ensuring she received it in time for her honeymoon cruise. The grateful bride described this act as a “renewed faith in humanity.”
In San Juan, Delta employees are inspiring the next generation of aviators by sharing their passion for aviation with young people. In-flight, attendants like Alex Maysonet go above and beyond to comfort customers in times of loss and grief.
Innovations and Investments
Delta continues to invest heavily in enhancing the travel experience. The Fly Delta app, used by 85% of Delta SkyMiles Members, recorded over 1 billion unique engagements in 2023. Recent updates to the app include features that save time, explore new destinations, and manage travel efficiently, even when unexpected events occur.
Over the past decade, Delta has invested more than $12 billion to build modern, comfortable, and easily navigable airports. The airline plans to open five new lounges in 2024 and introduce the Delta One Lounge experience in JFK, LAX, and BOS, providing a new level of service and hospitality.
Delta has also expanded its premium seat offerings, introducing new First Class seats on select Boeing 737-800s and expanding the Delta One cabin on Airbus A350-900s. With more than 670 aircraft equipped with fast, free Delta Sync Wi-Fi, Delta is fulfilling its commitment to providing free, streaming-quality connectivity across its global fleet. Since its launch in February 2023, Delta Sync Wi-Fi has seen 39 million customers log more than 45 million streaming-quality sessions onboard.
The new Delta Sync seatback screen platform, available on Airbus A321ceo and Boeing 757-200 aircraft, is designed to enhance the in-flight experience by offering smart TV-like features and day-of-travel tools for SkyMiles Members. This new platform is rolling out to additional fleet types by the end of the summer.
Delta’s recognition by J.D. Power is not a first. Last year, the airline received top honors in the J.D. Power 2023 North America Airline Satisfaction Study for Premium Economy Class. Delta is America’s most-awarded airline, recognized for operational excellence by Cirium for three consecutive years, named the top U.S. airline by the Wall Street Journal, and listed among Fortune’s 100 Best Companies to Work For.
First love never dies. I fell in love with airplanes and aviation when I was a kid. My dream was to become a pilot, but destiny led me to another path: to be an aviation digital media content creator and a small business owner. My passion for aviation inspires me to bring you quality content through my website and social accounts. Aviation is indeed in my blood and blog!
