CEO Ed Bastian sent an email to SkyMiles members on September 1st morning about Delta’s commitment to customer well-being, reliability and service:

As this year continues to present new challenges, we remain committed to your well-being, restoring the reliability and service you expect and making flying on Delta a valued part of your travels.

You will receive regular updates as we renew our promise to give you more ways to manage your travel and enjoy your journey:

Experience Improved Call Times 

Your time is important, and we know our call wait times have been frustrating. We continue to do everything possible to meet — and exceed — your expectations. Average wait times have been reduced since June and continue to shorten every week.

To deliver the outstanding service you deserve and get you on your way, we hired more than 1,300 new reservations specialists and are quickly adding airport staff.

I want to thank you for your patience and give a special shout-out to our remarkable customer service agents who help take care of you each day. I’ll highlight one of many specialists who recently made a difference. Your supportive messages continue to inspire us.

Take Control of Your Travel Plans with These Helpful Tools

We want it to be easy for you to quickly change or cancel a flight, find baggage information, select your seat, manage and update your SkyMiles account or request assistance with accessible travel. Visit delta.com/help for a one-stop-shop when you need support.

You’ve shared that you want flexibility if your plans change, even at the last minute. That’s why if you have a ticket for travel in the U.S., with the exception of Basic Economy, you can request to change your flight on the day of departure and can fly standby without paying a fee on an earlier flight in the Fly Delta app or on delta.com.

And if you’re booked in Basic Economy, you can make changes to flights for travel occurring through the end of this year and do so without paying a change fee – you’ll only pay the difference in fare. Follow this guide to cancel or make changes to a trip before your flight departs. 

As you plan, you can view country-by-country details on the Delta Discover Map to find out what's open for travel and get information on any entry requirements.

We’re also committed to making schedule changes well in advance of when you fly, so you can have more reliability in your plans.

Enjoy More While You'll in the Air

Starting today, you’ll be able to enjoy curated versions of Spotify’s most popular playlists and podcasts on board, in addition to regularly refreshed shows and movies, new fast-streaming Wi-Fi on more than 100 aircraft and free messaging.

This month, you’ll also see new meals in Delta One and First Class on coast-to-coast flights from San Francisco-based Souvla and New York City’s Union Square Events, joining acclaimed LA chefs JonShook and Vinny Dotolo to bring you delicious food on board.

Whether it’s your first trip back, a rescheduled vacation or you never stopped flying, all 75,000 of us are working to deliver the best experience in the skies. We’re with you every step of the way.

Thank you for your continued patience and support.

Sincerely,
Ed Bastian