Delta Air Lines Wins Customer Loyalty Award

ATLANTA, July 1, 2002—Delta Air Lines (NYSE:DAL) today received its second consecutive Brand Keys Customer Loyalty Award in the airline category for meeting or exceeding customer expectations in the past year. Brand Keys, the world leader in customer loyalty metrics, announced the winners of the 2002 Customer Loyalty Awards and cited Delta for performance in booking and boarding efficiency, in-flight comfort and customer experience.

For the fifth annual 2002 awards, Brand Keys polled nearly 17,000 adult Americans to discover which companies of 158 brands in 28 categories are most single-mindedly devoted to creating loyal customers.
“We are honored to once again receive such a prestigious award,” said Vicki Escarra, executive vice president and chief marketing officer for Delta. “We thank our loyal customers for their votes of confidence and for recognizing our efforts to present them with a differentiated travel experience.”

The Brand Keys Customer Loyalty Index® scores result from data generated by proprietary brand equity metrics, which reveals a detailed picture of the “drivers” that bond customers with the “ideal” brand. “The brand whose set of drivers comes closest to meeting (or exceeding) the category ideal is the one whose customers will demonstrate the greatest loyalty over the coming months,” said Dr. Robert Passikoff, president, Brand Keys, Inc.

In addition to providing safe and reliable transportation, Delta is focusing its attention on offering customers the most innovative array of technology products and services to give customers more control and to speed their movement throughout the airport. Initiatives such as self-service check-in kiosks, virtual check-in, personal flight notification systems and electronic gate information screens allow the carrier to better respond to the needs of its customers. 

Delta Air Lines, the world’s second largest carrier in terms of passengers carried and the leading U.S. airline across the Atlantic, offers 5,797 flights each day to 426 destinations in 77 countries on Delta, Delta Express, Delta Shuttle, Delta Connection and Delta’s worldwide partners. Delta is a founding member of SkyTeam, a global airline alliance that provides customers with extensive worldwide destinations, flights and services. For more information, please go to