Debuting in November, free welcome aboard Bellinis, hot towel service, premium appetizers, and larger bistro-style entrees will be the norm on Delta’s reinvented international main cabin experience. These enhancements are part of the airline’s multi-billion dollar investment in the overall customer experience and will be featured on international flights six and a half hours or longer.
“This is about investing in every single customer who chooses Delta, no matter where they sit on the plane,” says Allison Ausband, Delta’s senior vice president of in-flight service.
The upgrades have been designed by a team of 24 Delta flight attendants. A prototype launched last year that has been reviewed and tweaked through nearly 14,000 hours of flight time, input from 1,800 customer surveys, and feedback from crew.
The new meal service will include upgraded mix-and-match appetizers and larger entrees, plus dessert and complimentary wine all served with upgraded cutlery on custom dinnerware and placemats.
As part of the refreshed menu, passengers will be able to select larger entrees featuring recipes inspired by Delta One dishes like grilled shrimp marinated in Harissa and served on a slaw of arugula and apples, while also having the ability to mix and match from a range of upgraded appetizers and entrees to allow for more choice. Cabin crew will provide a second hot towel service after the meal service in addition to farewell chocolates to passengers as a final treat.
“With this service, at the end of the flight I know I’ve made a difference in the customer’s journey,” says Michael Miller, a New York-based flight attendant and member of the design team. “I know I’ve had the opportunity to not only offer an exceptional onboard experience but also to engage with customers and create special moments for them.”
In addition, over the past several months, Delta has provided specialized training to its team of more than 3,000 pursers, the lead flight attendants on international flights. Responsible for the customer experience from nose to tail, the purser role at Delta has been elevated to include pre-flight introductions and personal greetings at the boarding door.
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