Extra-leg seats, premium lounges and partnership with AMEX are driving Delta's customer satisfaction and profitability
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DeltaCNBC’s article dives into Delta’s path to become USA’s premium airline.
The article highlights that after Delta fixed “the basics” – eg on-time flights and reliable checked bag delivery, the airline now added more high-end seating with extra legroom in economy and better seats in business classes.
In July Delta took next step in the battle for high-spending flyers when it opened its newest, highest tier of airport lounge at New York’s John F. Kennedy International Airport for passengers in its Delta One cabin, its top cabin that features lie-flat beds for longer flights. This now is Delta’s largest lounge and has accented with pillows that have the iconic zigzag motif of Italian fashion house Missoni, its new amenity kit partner. It also features complimentary spa treatments, like ice globes and serum for jet-lagged eyes, along with showers, a full restaurant, and a deck overlooking the airfield, in a bet that travelers’ desire to treat themselves is here to stay. Later in 2024 Delta is planning to open Delta One lounges in Boston and Los Angeles.
Delta managed also to appease splurging travelers, many of them carrying American Express cards, Delta’s cash cow of a partner that generated almost $7 billion for the airline last year. Sales growth of Delta’s roomier and more expensive seats continues to outpace revenue from standard coach.
These steps have led to Delta becoming most profitable airline in the USA with 7.94% massiely ahead of United Airlines, Southwest and American.
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