It is really impressive to what extent Delta carefully invests in its embedded product, while the two biggest competitors hardly do anything. Delta has led the way among US airlines in terms of their international economy experience, and the airline has already made improvements to the product back in 2017.
The airline already offers good bedding, supplies and menus in economics. Delta continues to make even more positive changes.
Delta's latest financial improvements
Delta is starting to expand its services in the international economy in November including:
- "Welcome aboard" bellini cocktails to launch [1
- Meals for meals  Mixing options for appetizers and appetizers
- Desserts will be served separately after the meal
- Pre-emptive chocolate will be distributed
Delta has been testing this new concept for a while. In particular, they have been testing this for over a year on their Portland to Tokyo Narita aircraft, and have seen increased customer satisfaction points because of this.
These facilities will be available on international flights of over 6.5 hours, plus select shorter flights offered by Delta One and Delta Premium Select.
In addition to the above, Delta has also provided special training to their team of over 3000 pursers, which are their leading international airlines. With the new training, pursers will make pre-flight introductions in the port area and will be on the boarding door to greet each passenger.
As Allison Ausband describes Delta's SVP of Inflight Service these changes:
"This is about investing in every customer who chooses Delta, wherever they sit on the plane. The thoughtful touches we invest in through The new Main Cabin experience, designed by airfare with a goal in mind – delivers an exceptional experience that our customers will rave about, and one that our team, the best in business, prides itself on delivering. "
Most Interesting , check out the press release for a flying video that talks about what they think of the new service.
Here is a chart showing the new services:
] Delta gets it
As much as I give Delta a hard time over SkyMiles, they really get it in terms of their experience on board, and it is so refreshing to see.
Delta is willing to invest money in its product where it makes sense, and most importantly, they are able to do it in a way that engages their employees and makes them proud.
If American and American tried this, the airline companies would complain that they got more work. Delta employees are simply different and realize the connection between their efforts and their success.
It's the combination of both the Delta management and the Delta staff who care about the customer experience that makes them so different from American and American. At the Americans and in the UK, employees would mostly complain of having more work. At Delta, employees are most concerned when they can offer an improved experience.
Keep up the good work, Delta!