Posted by Sade Williams
Customers can expect to be impressed on board Delta’s international routes* starting this November when the airline debuts its industry-leading Main Cabin experience. Free “Welcome Aboard” cocktails featuring Bellinis to start, hot towel service and mix-and-match options for premium appetizers and larger entrees are just a few of the ways Delta is differentiating its international Main Cabin service.
“This is about investing in every single customer who chooses Delta, no matter where they sit on the plane,” said Allison Ausband, Delta’s S.V.P. — In-Flight Service. “The thoughtful touches we’re investing in throughout the new Main Cabin experience were designed by flight attendants with one goal in mind: delivering an exceptional experience that our customers will rave about and one that our team, the best in the business, is proud to deliver.”
Designed to delight and create “wow” moments that feel like dining in your favorite splurge restaurant, Delta’s reinvented Main Cabin experience has been met with high marks – with increased customer satisfaction scores on the more than 700 flights it’s been tested on between Portland and Tokyo (NRT) over the past year.
The experience launching in November isn’t the same service Delta started testing more than a year ago. Rigorous reviews of the service through nearly 14,000 hours of flight time, information from over 1,800 customer surveys, robust crew feedback and input from a design team made up of 24 flight attendants resulted in a number of changes to perfect the innovative service for Delta’s international flights.
“With this service, at the end of the flight I know I’ve made a difference in the customer’s journey,” said Michael Miller, a New York-based flight attendant and member of the design team behind the new experience. “I know I’ve had the opportunity to not only offer an exceptional onboard experience, but also to engage with customers and create special moments for them.”
Creating magical moments in-flight
In addition to these enhancements, over the past several months, Delta has provided specialized training to its team of more than 3,000 Pursers – the lead flight attendants on international flights. Responsible for the customer experience from nose to tail, the Purser role at Delta has been elevated to include pre-flight introductions in the gate house and personal greetings at the boarding door – just a few examples of the important connections between crew and customers that lead to memorable moments and a delightful experience all around.
Also, in addition to recently upgraded amenity kits, more international onboard enhancements are coming soon — like refreshed ear buds and headsets — to further demonstrate the airline’s commitment to creating a best-in-class experience all customers can look forward to.
Delta’s new international Main Cabin service is part of the airline’s multi-billion dollar investment in the overall customer experience. In the past several years, the airline has made significant enhancements to the Main Cabin experience including free Main Cabin meals on select domestic coast-to-coast routes, free mobile messaging, free in-flight entertainment, upgraded Main Cabin snacks, the addition of sparkling wine, access to Wi-Fi on nearly all flights and refreshed Flight Fuel food-for-purchase options. Recent upgrades to the Delta One in-flight experience include the introduction of seasonally rotating, chef-designed Delta One menus with the option to pre-select first choice of entree, an Alessi-designed collection of serviceware and more.