Forbes Travel Guide Verification Air Travel Awards: Delta sweeps 5 categories

Delta tops US airlines in Forbes Travel Guide’s (FTG) inaugural Verified Air Travel Awards, winning five categories. It has also been rated the best airline and airport experience globally. 

A “strong reputation for its consistency, loyalty programme and customer service” earned Delta the Best US Airline award.

“We continue to make significant investments throughout every point in our customers' travel journey to deliver the elevated experiences they want and deserve. 

“These recognitions are a testament to each of those efforts and to the Delta people who go above and beyond in bringing these experiences and innovations to life,” the Executive Vice-President and Chief Customer Experience Officer, Allison Ausband, said.

Award

After researching and selecting the nominees, FTG surveyed 5,000 of the most well-travelled people in the hospitality industry to determine the winners, with results validated and backed by its experts and 66-year-old Star rating system.

In addition to being adjudged the Best US Airline, Delta took the top spot for Best Domestic Business Class, Best US Airline Lounge: JFK Delta One Lounge, Best Loyalty Programme and Best Airline App.

For Ausband, flying Delta One “gives you access to the new Delta One lounges, Missoni amenity kits with Grown Alchemist products … and a 180-degree flatbed seat”.

He said Delta’s most premium travel experience started on the ground with access to the Delta One Lounge, Delta Sky Clubs and Sky Priority services. 

Mr Ausband said on board, the Delta One cabin’s luxurious details elevated the travel journey, from “plush bedding and Missoni-designed amenity kits, to more beverage options and a regularly refreshed and seasonally inspired onboard menu”.

“The first lounge dedicated to Delta One passengers debuted in June with an expansive 39,707-square-foot space that includes a year-round terrace, nine relaxation pods, eight shower suites and a full-service brasserie.

The first-of-its-kind Delta One Lounge at JFK offers an exclusive and elevated experience for Delta’s most premium customers. 

With fine dining, spa-like wellness treatments, valet services and more, Delta One ticketholders can curate their experience based on what their travel day is calling for. The airline opened its second Delta One Lounge at the Los Angeles International Airport on October 10, 2024.

“The complimentary SkyMiles programme gives members free Wi-Fi on most domestic flights (and soon international ones), miles without expiration dates and the ability to earn miles with more than 20 partners,” Mr Ausband explained.

He said Delta simplified its SkyMiles Programme this year, while also offering new and enhanced ways for customers to earn towards Status. 

EVP further explained that a SkyMiles membership also unlocked fast, free onboard Wi-Fi, available currently on most domestic flights and select long-haul international routes.

Best Airline App

Described as a user-friendly app, Mr Ausband said the App allowed passengers to upgrade their seats, receive the latest gate and flight changes, track bags, navigate airports and locate Sky Club lounges, among others.

A comprehensive update of the Fly Delta App in May this year introduced a slate of new and updated features, functionality and experiences, including an all-new Help Centre view, always-available access to boarding information and connectivity to the Virtual Assistant.

Delta’s Transportation Security Administration (TSA) has been recognised as its innovation of the year, for the rollout of its facial recognition technology, which it leverages through the Delta Digital ID. 

The technology, which is described as time-saving and industry-first, was introduced in 2021 at Delta’s Detroit and Atlanta hubs and is now available at six of its hubs.

The most recent hub has been launched in Salt Lake City. 

For Mr Ausband, the recognition added to the list of Delta’s many accolades as America’s most-awarded airline. 

“In 2024 alone, Delta has been recognised by J.D. Power as the Top-Ranked Airline for First/Business and Premium Economy Passenger Satisfaction; by Cirium as the Most On-Time Airline in North America; and by The Points Guy as the Best US Airline, among others,” he said.

Delta’s Transportation Security Administration (TSA) has been recognised as its innovation of the year, for the rollout of its facial recognition technology, which it leverages through the Delta Digital ID. 

The technology, which is described as time-saving and industry-first, was introduced in 2021 at Delta’s Detroit and Atlanta hubs and is now available at six of its hubs.