Customers Rank Delta in Top Three for Customer Satisfaction

Airline receives high marks for reservation and check-in processes by J.D. Power and Associates

ATLANTA, March 16 /PRNewswire-FirstCall/ — Thanks to Delta Air Lines’ (NYSE:DAL) customers and employees, the Atlanta-based airline was ranked one of the top three major U.S. airlines for overall customer satisfaction in the J.D. Power and Associates 2005 Airline Satisfaction Index Study(SM). In a study that looked exclusively at domestic flights, Delta had the highest index score among global carriers.

“We are excited our customers recognize the efforts we’re making to improve our customer service and provide a consistent, simplified and enjoyable travel experience,” said Paul Matsen, Delta’s chief marketing officer. “We have more to accomplish, but this honor is a direct result of the hard work, energy and commitment our employees demonstrate every day as we continue to transform our airline.”

Delta’s ongoing transformation is based on its commitment to customer satisfaction. Earlier this year, Delta introduced a new, customer-friendly fare structure called SimpliFares(TM), which offer low domestic fares with no Saturday night stay requirement and reduced most special service fees to $50. The airline also restructured its flight schedule in Atlanta to ensure more on-time arrivals and departures and simplified its SkyMiles(R) program, making it easier for members to qualify for Medallion(R) status.

The results of the J.D. Power and Associates study are based on responses from more than 2,600 passengers who flew on a major U.S. airline between May and October 2004. Overall customer satisfaction is measured based on performance in five factors (in order of importance): check-in/boarding/deplaning process; flight reservation/scheduling process; aircraft interior; in-flight amenities; and flight crew.

Delta received an overall satisfaction index score of 692 out of a possible 1,000 points – 28 points above the industry average. It received particularly high ratings for ease of making a reservation, courtesy/friendliness of reservation staff and speed of check-in process.

The 2005 Airline Satisfaction Index Study has expanded to measure customer satisfaction of both business and leisure travelers with major U.S. carriers that earn at least $1 billion a year in passenger revenue. This is the first airline study conducted by J.D. Power and Associates since 2000.

Delta Air Lines is the world’s second-largest airline in terms of passengers carried and the leading U.S. carrier across the Atlantic, offering daily flights to 497 destinations in 88 countries on Delta, Song, Delta Shuttle, the Delta Connection carriers and its worldwide partners. Delta’s marketing alliances allow customers to earn and redeem frequent flier miles on more than 14,000 flights offered by SkyTeam and other partners. Delta is a founding member of SkyTeam, a global airline alliance that provides customers with extensive worldwide destinations, flights and services. Customers can book SimpliFares(TM), check in for flights, print boarding passes and check their flight status at delta.com.

Related Articles