Thanks to Delta Air Lines’
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