Delta Air Lines is leaning into training to deliver results to customers who put their trust in the 100-year-old commercial carrier. The company is listening to customers, putting safety at the forefront of operations and investing in technology as they continue to evolve to meet traveler and employee needs.
“Our commitment to our customers is to deliver a safe, reliable and consistent experience and to take care of them throughout their journey. Customers place their trust in Delta every time they fly, and we work to earn that trust by the way we operate, communicate and respond if things don’t go as planned,” a Delta spokesperson told Newsweek.
“That’s only made possible by our people. Delta believes that supporting employees with the right tools and training, our team can deliver their best for our customers every day. Our focus on people and performance has guided how we operate for more than 100 years and continues to shape how we show up for our customers,” they said.
Delta Air Lines and its SkyMiles frequent flyer program are the winners of four awards in Newsweek’s 2026 Most Trusted Brands U.S., in collaboration with data partner BrandSpark. The annual ranking, now in its 13th year, is based on a consumer survey of 35,215 U.S. shoppers and published exclusively by Newsweek.
In the best airline for customer service, airline for domestic travel and airline for international travel categories, Delta outscored all other U.S.-based carriers. Delta’s SkyMiles program was No. 1 in the airline loyalty program category.
Customers Are Demanding More from Delta
Customers today have high expectations, the company told Newsweek, saying, “Domestic travel today comes with higher expectations around reliability, comfort, and ease throughout the airport experience.” To meet those expectations, Delta has worked to ease the customer journey through key touch points like bag drop and security lines, both of which allow customers to use facial recognition instead of handing over forms of identification, saving precious seconds.
The company has also invested in additional premium seating, fleet modernization, connected seatback entertainment, free Wi-Fi and new customer perks in recent years. It’s all in an effort to, “deliver a more seamless and dependable domestic journey,” the airline said.
International traveler expectations have risen in recent years as well. “International travel has become more experience-driven, with customers placing greater value on premium comfort, seamless journeys, and access to high-growth global markets. Building on our strong domestic foundation and loyalty base, Delta is expanding our international footprint by deepening investment in Europe, growing in high-growth Asia and Middle East markets, and renewing our widebody fleet with larger, more capable, and more efficient aircraft,” the company spokesperson explained.
This is coupled with the expansion of premium Delta One Lounges at Delta’s hub airports in Seattle, Los Angeles, New York and Boston. Exclusive, high-end Delta One customer check-in locations are available at select airports as well.
Feedback Matters and Delta Is Listening
Delta uses a number of devices to ensure that the company is hearing feedback from its customers and then adjusts accordingly to that feedback. “Delta ensures customer voices are heard through a robust, always-on approach to listening that captures what customers tell us and quickly gets those insights into the hands of the teams who can act on them. We continually monitor customer feedback through post-flight surveys and other listening channels, which provide real-time insight into how customers experience our service,” the spokesperson commented.
A large part of that is Delta’s Operations & Customer Center (OCC), which monitors operations 24/7 using a combination of advanced technology, real-time data systems and coordinated team processes as the airline flies more than 4,000 flights daily. Specifically, the OCC team uses technology to keep eyes on aircraft performance, crew scheduling, weather patterns and customer needs in real time.
The combination of investments has Delta experiencing “unprecedented engagement” from the brand’s frequent flyers. “Our SkyMiles program [has] Member satisfaction higher than ever before. We’re continuously investing into the program based on Member feedback on what matters most to them–and we’re gathering that feedback daily,” Delta said.
It’s a relationship the company takes seriously as it sees it as a building block for success in the future, the spokesperson explained, saying, “Loyalty is more than a points program–it’s a relationship built on trust, hospitality and shared experiences. Delta’s approach is rooted in creating emotional connections and brand trust through elevated experiences and hospitality, not just transactional rewards. Emotional touch points–feeling seen, valued and rewarded–are what drive repeat engagement and deepen brand love.”
Shifts in SkyMiles program benefits aren’t just reactionary or well-researched trial balloons. “Adjustments to the SkyMiles program are about redistributing value to meet evolving customer expectations and ensure inclusivity and sustainability for all tiers of Membership. Our strategy anticipates generational shifts, building relationships early with younger travelers while maintaining strong benefits for long-time Members–keeping SkyMiles valuable and relevant for decades to come,” they said.
