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Delta to make investments in the customer experience on transcontinental flights

Tatiana Rokou - 26 February 2013, 13:19

Airline will add new products and services on all flights between New York-JFK and Los Angeles, San Francisco and Seattle.

ATLANTA - Delta Air Lines is adding new elements to its transcontinental service, offering customers traveling between New York-JFK and Los Angeles, San Francisco and, soon, Seattle, more dining and entertainment options.

New offerings include:

  • Sparkling wine in BusinessElite
  • Copies of The New York Times, The Wall Street Journal and USA Today for BusinessElite customers, beginning later this spring
  • BusinessElite express meals beginning this fall
  • Complimentary headsets for all customers seated in Economy Comfort™ and Economy
  • Complimentary beer, wine, spirits and premium snacks in Economy Comfort in April
  • Complimentary movies and on-demand TV shows in Economy, plus free HBO® selections and new release movies for customers seated in Economy Comfort starting this summer
  • 375 ml bottles of Hess Select Chardonnay and Meiomi by Belle Glos Pinot Noir available for purchase in Economy Class beginning in March
  • Starbucks coffee for all transcon customers, beginning this summer
  • Expanded movie and on-demand TV library, with up to 100 movies to choose from
  • Upgraded food for purchase menu including more kid-friendly and healthy options beginning this fall
  • All transcon flights out of New York's JFK will depart from T4, Delta's new international terminal, opening in May
"We are always working to make the coast-to-coast travel experience more comfortable and productive for our customers," said Joanne Smith, Delta's senior vice president – In-Flight Service. "In addition to product elements such as full flat-bed seats and in-flight Wi-Fi, sometimes it is the smaller, more personal touches that really make the flight experience an exceptional one."

Ideas In Flight
Adding to these investments, the airline is launching Ideas In Flight, a program through which Delta will test new products and services and gather real-time feedback from customers on board and via Facebook.

"Ideas In Flight puts customers at the heart of our process. They know better than anyone what it takes to make flying better and their valuable insights and feedback will help shape new initiatives as we continue to innovate and improve the travel experience," said Tim Mapes, Delta's senior vice president – Marketing.  

Customers may participate by accessing the Ideas In Flight website for free while onboard transcontinental flights via in-flight Wi-Fi and through the dedicated tab on the Delta Facebook page.

Transcontinental Service Investments
Delta recently announced plans to introduce full flat-bed seats in the BusinessElite cabin of all transcontinental flights operating between New York and Los Angeles, San Francisco and Seattle beginning in March 2013. Transcontinental flying will be operated using a combination of Boeing 757 and 767 aircraft types. The first 767 will begin flying in March 2013, between New York-JFK and Los Angeles. By June, four of Delta's seven daily flights between JFK and LAX, and one of five daily flights between New York and Seattle, will operate with a 767 widebody aircraft featuring the flat-bed product in the BusinessElite cabin.

Transcontinental BusinessElite Product
Delta has already transformed cross-country travel with its current transcontinental BusinessElite product, with service elements including a gourmet three-course menu from renowned chef Michael Chiarello paired with a wine menu from Delta's Winemaker Series selected by Delta's master sommelier Andrea Robinson; an extensive library of on demand movies, TV shows, music and games; and Gogo In-flight Internet access. Premium pillows, quilted duvets, amenity kits, noise-canceling headsets and adjustable winged headrests provide additional comfort.

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