It's an investment that goes against the grain of what the American airline industry has been doing for more than a decade. The airline Delta Air Lines is investing in its economy class service, modestly named "main cabin". Better still, the carrier, partner of Air France-KLM in a joint venture on transatlantic routes and member of SkyTeamwants this service to become a reference for the entire industry. As Allison Ausband, Delta's Vice President of Flight Services, explains, "the aim is to invest in every passenger who chooses Delta, whatever seat they occupy on the aircraft. The little touches that distinguish this new main cabin experience have been designed by our flight crews with one goal in mind: to deliver an exceptional experience that will delight our passengers and honour the reputation of our crews."
Proposed on theinternational flights lasting 6.5 hours from next November, this new service has been tested over the last year on almost 700 flights on the Portland- Paris route.Tokyowhich has met with the approval of travellers. The rigorous evaluation of the offer was carried out on the basis of information gathered from more than 1,800 customer surveys and crew feedback. Input from the 24-strong design team has resulted in a number of changes to improve service on Delta's international flights.
What will be the little touches What will the Atlanta-based airline be doing? For the passenger, it will be a little 'Back to the futureIn the 1980s, the airline offered a welcome drink, a hot towel and a half-decent meal in economy class. Back then, economy class passengers were offered a welcome drink, a hot towel and a fairly decent meal. Delta is bringing all this back up to date with welcome cocktailsThese include Bellini, but also hot towels and quality appetisers and hors d'oeuvres. As for the meal, it will be served individually, with the option of choosing a starter. The main course will once again live up to its name thanks to larger portions, while the dessert will be served separately... In addition to the menu, a new comfort kit will be offered.
The company has also set up specialised training for more than 3,000 international cabin crew. The role of Delta cabin crew, responsible for the end-to-end passenger experience, now extends to pre-flight announcements in the boarding area. There will also be a personalised welcome at the aircraft door.
This new service on international flights is part of a multi-billion dollar investment in the global customer experience. Delta is not the only US airline to rework its product. It seems that the growing infidelity of economy class passengers - generally motivated by price - is a concern for carriers wishing to consolidate their passenger base. Better service is becoming a criterion of choice. United Airlines has been offering free snacks - with a choice of three options - all day long on its domestic routes since 1 July. The airline also offers a free in-flight live television service. As for Jetblue in New York, it is currently reviewing the configuration of its Airbus A320s, notably with a wider seat equipped with a socket for charging phones and computers...
