Delta Airlines has exceedingly continued to prosper over the last year despite the pandemic obstructing domestic and international travel. Delta Airlines ended the 2020 June quarter with $15.7 billion in liquidity and for the tenth year in a row, travel buyers rated Delta Airlines as the top carrier in the Business Travel News survey.
How has Delta managed to outperform its competitors despite a global pandemic? For the tenth year in a row, Delta Airlines was voted the top carrier by travel buyers despite a global pandemic. Buyers had acknowledged their increased satisfaction with the airline even amid many airlines facing closure and complete evaporation of corporate travel amid the pandemic.
Delta had earned a high-ranking score of 4.59 out of 5 which was notably better than their competitors. The score detailed criteria of which airlines had to maintain during the pandemic and their response to the unprecedented change. Some of the criteria that airlines were ranked against were inclusive of services and amenities, meeting travel pricing, and transient pricing.
Due to the pandemic, three more criteria were added to the ones pre-existing. Delta was not the only airline to see improvements in their score since the pandemic, however, more than half of travel buyers indicated that Delta’s customer service had seen significant improvements in comparison to last year; a third of those who were surveyed said they had not seen a change in Delta’s customer service and a small percentage had said that they thought their customer service had gotten worse during the pandemic.
Delta ranked number one in transient pricing by customising discounts; number one in services and amenities by customising traveller focused offerings and VIP treatment; number one in their communication section; number one in covid-19 communication; number one in response to covid.
In recent months, airlines have reported that non-domestic travel freezes have ended for the majority of their corporate clients; the majority of them have been able to travel even if it has been minimal. The communication strategies which has been adopted by some airlines has meant that buyers have had some assistance regarding how they are going to begin to commence with travelling at a larger scale in the future.
Additionally, Delta also ranked high in the aspect of flexibility. Since travel came to a halt in the first quarter of last year, flexibility has notably been a substantial factor concerning travel buyers both in the field of contractual obligations and travel booking.
At the beginning of the pandemic, airlines waived the change fee which then later became permanent for some as the pandemic did not look to be easing any time soon. Delta worked towards a ‘Universal Travel Plan’ which would enable customers to be able to manage their unused aeroplane tickets.
Ultimately, the success behind Delta Airlines during a worldwide pandemic is down to how they have prioritised their customers and clients. However, it is worth acknowledging that the projection on worldwide travel is still largely dependent on vaccine distribution and when worldwide travel will be permitted. Industry analysts project that a complete recovery incorporates air travel is not likely to happen for at least another year as a result of the aforementioned factor.
Additionally, Delta has continued with the investments of which they had in place before the pandemic which has largely benefited them in the plight of a pandemic.
Definitively, Delta’s success during the pandemic is largely down to how they have prioritised their clientele and customers. They have taken measures that alleviated worries that their customers may have had regarding travel and have implemented alternatives to ensure there is not a total loss.
Delta being placed as a top scorer amongst other competing airlines for the tenth year in a row comes down to how they have kept open lines of communication and maintained a good response rate, especially since covid.
To keep up with the latest commercial news, click on commercial to get your daily dose.
Donate & Support