Delta is making some significant changes to its hospitality services for its international Main Cabin flights that are designed to enhance the customer experience.
The new service features several quality-of-life hospitality improvements for long-haul flight passengers, including welcome cocktails, hot towel service, bistro-style dining, and more.
“How we make every customer feel across their travel journey is extremely important to us,” said Allison Ausband, Delta’s senior vice president of in-flight service. “That’s why our team designed this new service through the eyes of our customers – putting their ideas into action and giving them a delightful experience that exceeds their expectations. We want every customer, no matter where they sit on the flight, to know how much they’re appreciated.”
Passengers can enjoy enhanced meal services, like upgraded appetizers and larger entrée sizes. And the standard meal trays will be replaced with custom serviceware made from sustainable material. In addition to offering welcome cocktails, on-demand snacks will also be available, allowing customers to select from the anytime snack basket, after meals.
The new service is part of the airline’s multibillion-dollar investment in the overall customer experience. Delta had initially tested this service on more than 1,200 flights with the help of more than 20 flight attendants, making it the longest-tested service in the airline’s history.
“This is about rethinking the entire Main Cabin experience to wow our customers,” said Ron Walk, a Portland-based flight attendant and design team member who has been involved in the service since the very beginning. “The thoughtful touches we’ve incorporated throughout are aimed at making connections with customers to show them how much they’re valued.”