• Joe Breitfeller

Delta Air Lines Lands Top Spot in Business Travel News 2020 Annual Airline Survey

The airline was named No. 1 by corporate travel professionals for the tenth year in a row in the Business Travel News Annual Survey. The survey rates airlines on numerous attributes from customer service to distribution and this year included COVID-19 response.


Delta Air Lines Named No. 1 Airline Business Travel News 2020 Annual Airline Survey - Courtesy Delta Air Lines

Today (November 16, 2020), Delta Air Lines announced that they have once again been named the number one airline by corporate travel professionals in the Business Travel News 2020 Annual Airline Survey for the 10th year in a row. Each year, travel professionals are asked to rate airlines on numerous attributes from customer service to distribution. This year the survey also included overall response to COVID-19, effective communication and flexibility. Delta Air Lines received the highest marks in categories such as pandemic response, customer service and communication and improved their scores in all other categories. For 2020, Delta led in all categories and is the only carrier to sweep all categories for seven consecutive years. In Monday’s announcement, Delta Air Lines’ CEO, Ed Bastian, said,


“It’s always an honor to earn our customers’ trust and respect, but to receive this award in 2020 – when the stakes have never been higher – is incredibly gratifying. In the face of historic challenges, we’ve stayed true to Delta values and have put our employees and our customers first. This recognition tells us we’re on the right path, and I could not be more thankful or more proud of the Delta team.”


Also commenting on the airline receiving top honors, Delta’s President – International and EVP Global Sales, Steve Sear, added,



“Each year, we look for ways to bring our “keep climbing” spirit to life by going further for our customers. We kicked off 2020 by unveiling a host of new innovations at the Consumer Electronics Show, followed by an industry leading commitment to sustainability. Even though COVID-19 threw the industry and the world a heart-wrenching curveball, we responded by doubling down on the things our customers tell us are most important: their health and safety, continuous communication, and flexibility. The Delta team has banded together like never before this year, with each member working harder than ever for our customers, and for each other. I have never been prouder to be a part of this team. Once again, under incredible circumstances, they’ve proven they’re the best.”


According to survey feedback, some of Delta’s actions that survey respondents appreciated the most included the blocking of middle seats (Through Jan. 6, 2021), unparalleled service across the organization, constant communication to corporate customers, rigorous mask compliance, and the implementation of over 100 layers of safety via the Delta CareStandard program. Additionally, customers appreciated Delta’s flexibility in rebooking, the elimination of change fees as well as the extension of Medallion status and Delta Sky Club Memberships.


Business Travel News is a global leader in business travel information and intelligence. The organization reaches over 44,000 corporate executives who are responsible for travel policy as well as purchasing and managing business travel for their respective companies.



Source: Delta Air Lines