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  • Joe Breitfeller

Delta Air Lines Ranks #1 in Customer Satisfaction Among North American Airlines by J.D. Power

Delta Air Lines has taken the number one spot in the J.D. Power 2021 North America Airline Satisfaction Study. The prestigious award is based on feedback from customers who flew between July 2020 and March 2021.


Delta Earns J.D. Power Number One Airline Ranking - Courtesy Delta Air Lines

On Wednesday (May 12, 2021), Delta Air Lines announced that they have ranked first in the J.D. Power 2021 North America Airline Satisfaction Study. The prestigious J.D. Power Award is one of the few accolades earned by receiving high scores from a random sample representing the airline industry’s customer base. With an overall score of 860 out of 1,000, Delta ranked first overall among carriers in North America, based on feedback from customers who flew between July 2020 and March 2021. The carrier topped four of seven categories including Flight Crew, Aircraft, In-flight Service and Baggage Claim. Delta also received high marks in the other categories including the Reservation Process, Check-in, Boarding and On-Time Performance.

In Wednesday’s announcement, Delta Air Lines’ CEO, Ed Bastian, said,


“We are honored and humbled to be recognized by travelers as J.D. Power’s No. 1 airline for 2021. It’s particularly meaningful that this recognition came during the most challenging year in our history, when the warm hospitality provided by our people every day made the difference for our customers. As we move into the recovery, our people-first actions will continue to drive our decisions and build on the trust earned during the pandemic.”


Also commenting on the award, J.D. Power’s Practice Lead – Travel and Global Business Intelligence, Michael Taylor, added,


“Delta’s ‘people’ scores are a key factor in its success. Delta’s In-Flight Crew performed exceptionally well with its passengers in 2020 and 2021, getting significantly high scores in friendliness, courtesy and attentiveness to passenger needs. In a particularly difficult year, Delta’s people adapted to the challenges of new procedures and passenger concerns and did so with high marks from its customers. Our J. D. Power data shows that Delta has been on a steady upward trend for several years, and its ‘people’ scores in the air and on the ground are setting the bar higher for the airline industry.”


Delta's People Celebrate Ranking First in the J.D. Power 2021 North America Airline Satisfaction Survey - Courtesy Delta Air Lines

Delta Air Lines (NYSE:DAL) is the global U.S. airline leader in safety, innovation, reliability and customer experience. For the last decade, the carrier has led the industry in operational excellence, while maintaining their reputation for award-winning customer service.



Source: Delta Air Lines