Delta Air Lines has seen strong performance lately, with its September earnings report (the most recent available) revealing “positive momentum through the quarter.”
In the earnings release, CEO Ed Bastian commented that it was the service provided to customers that was responsible for the company’s success, stating, “Delta’s competitive advantages and differentiation have never been more evident, and thanks to the hard work of our people, we continue to elevate the customer experience and extend our industry leadership.”
Unfortunately, some surprising news about Delta Air Lines flight cancellations has come to light recently, revealing a worrying trend that is bad news for both customers and the airline. The news could negatively impact on customers going forward.
Customers may be left stranded at airports after Delta flight cancellations.
Image source: Shutterstock
Surprising news on Delta Air Lines flight cancellations
One Mile at a Time reported recently on the troubling news about Delta Air Lines’ flight cancellations. According to the report:
- Delta had a 1.22% cancellation rate year to date, including mainline and regional flights, with mainline flights weighted more heavily
- United Airlines had a 1.15% cancellation rate during the same time period
- Delta canceled 5.08% of seats in December at New York City area airports
- United cancelled 1.55% of seats in December at NYC area airports
- JetBlue cancelled 4.10% of seats in December at NYC area airports
One Mile at a Time pointed out the problem the airline faces.
Is Delta Air Lines losing its longtime reputation for reliability?
This troubling news on Delta flight cancellations could be an especially big challenge for the airline because Delta’s reliability was once a differentiating factor that set it apart from competitors.
In fact, some industry experts previously gave the airline the title of “on-time machine.”
As Aviation A2Z wrote on the gap between United Airlines and Delta’s cancellation rates, “Such a gap represents a notable reversal from historical norms, when Delta consistently led peers in completion factor and on-time performance.”
Related: American Airlines cancels multiple daily flights starting in May
United Airlines has made significant investments in closing that gap, with A2Z Airlines indicating that United had focused on improving its:
- Operational technology
- Scheduling systems for crew members
- Network reliance
This has paid off, especially as United Airlines has managed to recover faster from weather events and has canceled fewer flights at the last minute.
Delta Air Lines’ flight cancellation news is bad for customers
The news that Delta Air Lines may be losing its rock-solid reputation for reliability is not ideal for customers, especially at a time when many are already losing confidence in the U.S. travel industry.
LegalShield conducted a study of travelers recently and found the following.
- 58% of travelers said they have “have wasted substantial time dealing with delays, customer service issues, appeals and claims.”
- 63% lost money due to travel disruptions.
- 25% lost more than $500.
Unfortunately, Americans are also confused about exactly what their rights are when things go wrong. As LegalShield explains, “61% of travelers mistakenly believe flight disruptions guarantee compensation, but federal regulations do not require airlines to provide anything.”
How much will customers care about Delta Air Lines’ canceled flights?
The big question for Delta is: Will consumers care if the airline loses its reputation for being so reliable?
In general, reliability isn’t actually a top factor that Americans look at when they choose which airline to fly on.
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According to research from Airlines for America, the most important considerations are:
- Ticket value/price
- Whether there is a nonstop or direct flight vs. having to make a connection
Still, Delta is a premium airline that is generally priced higher than lower-cost alternatives, so its brand identity of reliability is important to its customer base.
This means if the flight cancellation trend continues, the airline may struggle to retain its most loyal flyers.
Related: JetBlue Airlines founder shares why Frontier needs Spirit Airlines