Delta Air Lines Tops Customer Satisfaction Rankings for Third Consecutive Year

Kimberly Redmond  |

Image source: Delta Air Lines

For the third year in a row, Delta Air Lines ranked number one in best overall experience for flyers, according to a newly-released analysis. 

For its list of the best airlines in the United States, travel website The Points Guy (TPG) reviewed data from flights operated from April 1, 2020, through March 31, 2021, analyzing the country’s 10 major airlines across a variety of factors, including reliability, experience, costs and loyalty rewards programs. 

While topping a handful of categories, Delta's consistency across all categories is what enabled it to keep the top spot, the report said.

The Atlanta-based carrier ranked number one in both reliability and travel experience and took second place overall for frequent flyer programs. 

Customer service was also included, where Delta was part of a four-way tie for runner-up, with fewer than 10 complaints per 100,000 passengers. Additionally, Delta tied for first place for lounge access with Alaska Airlines and tied with Allegiant and Hawaiian for zero involuntary bumps.

Nick Ewen, senior editor at The Points Guy, said the data showed Delta offers its customers “consistent, high-quality performance — from its reliability to the in-flight experience to its SkyMiles loyalty program.”

“As the travel industry continues to bounce back from the coronavirus pandemic, Delta is well-positioned to capitalize on the rebound,” Ewen added.

Earlier this year, Delta also earned the top rating in JD Power’s 2021 North American Airline Satisfaction Study for the first time in more than two decades. In that ranking, Delta scored the highest for its flight crew, aircraft, baggage handling and inflight service. 

In a statement, Allison Ausband, Delta’s executive vice president and chief customer experience officer, said, “This is another incredible acknowledgment of the professionalism, care and humanity Delta people continue to deliver as we recover from a tremendously challenging period for travel.”

Ausband added, “As the recovery gains momentum, we’re making investments to strengthen our competitive advantage, further differentiate our brand, and warmly welcome our customers as they return to the skies.” 

Here are the 10 best airlines, according to TPG’s report:

Delta Airlines
Top-performing areas: involuntary bumps from flights, lounges
Lowest-performing areas: affordability
2020’s ranking: 1

Southwest Airlines Co
Top-performing areas: customer satisfaction, bag/change fees, award availability
Lowest-performing areas: lounges
2020’s ranking: 5

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United Airlines Inc
Top-performing areas: path network, frequent flyer program
Lowest-performing areas: convenience
2020’s ranking: 6

Alaska Airlines
Top-performing areas: lounges
Lowest-performing areas: bag/change fees
2020’s ranking: 2

American Airlines Inc
Top-performing areas: family, route network
Lowest-performing areas: luggage
2020’s ranking: 4

JetBlue Airways
Top-performing areas: cabin features, award availability
Lowest-performing areas: bag/change fees
2020’s ranking: 3

Hawaiian Airlines
Top-performing areas: timeliness, involuntary bumps
Lowest-performing areas: customer satisfaction, route network
2020’s ranking: 7

Spirit Airlines Inc
Top-performing areas: cancellations, accessibility
Lowest-performing areas: wheelchairs/scooters, bag/change fees
2020’s ranking: 10

Frontier
Top-performing areas: cancellations, accessibility
Lowest-performing areas: involuntary bumps, bag/change fees, award availability
2020’s ranking: 9

Allegiant Air
Top-performing areas: involuntary bumps, luggage, wheelchairs/scooters
Lowest-performing areas: timeliness cancellations, family, frequent flyer program
2020’s ranking: 8

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Source: Equities News

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