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Delta Air Lines Endorses DOT Inspector General’s Recommendations on Airline Customer Service

Airline plans to build on current service practices already in place

ATLANTA, Oct. 2007 – Delta Air Lines (NYSE: DAL) today voiced support for recommendations released in late September by the U.S. Department of Transportation Inspector General advising airlines, airports and government agencies on steps to improve airline customer service and minimize long, on-board delays.

“Delta supports the recent recommendations made by the Inspector General to mitigate the impact of lengthy delays on our customers,” said Richard Anderson, Delta’s chief executive officer.  “We take these recommendations seriously because we know and care for our customers and believe superior service is paramount to our success.”

Delta’s Customer Service Commitment and/or Contract of Carriage will be updated to include several of the recommendations from the Inspector General’s report that are already in practice at Delta, including:

  • Defining what constitutes an “extended period of time” for on-board delays;
  • Establishing set timeframes to elevate any flight experiencing lengthy taxi-in and taxi-out delays to senior operational leaders in order to seek expedited resolution – 60 minutes for taxi-in delays and 90 to 120 minutes, depending on airport conditions, for taxi-out delays;
  • Posting to Delta’s Airline Customer Service Commitment and Contract of Carriage;
  • Identifying and resolving issues within Delta’s control that lead to chronically delayed flights or modifying scheduled block times for each such flight, subject to external conditions, to ensure each flight operates consistently with its schedule;
  • Providing customers, upon request, with on-time performance information for any Delta or Delta Connection flight during the reservation process --via reservation agent or via a link to Delta’s on-time information provided on;
  • Reviewing incidents of lengthy on-board delays to identify trends and causes and implement solutions to mitigate future similar events; and
  • Complying with policies governing long on-board delays.

Delta also is taking the following steps to implement additional recommendations of the Inspector General:

  • Posting historical on-time information by flight on;
  • Self-auditing Delta’s compliance with the Airline Customer Service Commitment;
  • Working closely with airports to establish processes for mitigating lengthy on-board delays;
  • Participating in a national task force with DOT, FAA, airports and airline peers to coordinate and develop contingency plans for dealing with lengthy on-board delays, including sharing facilities and making gates available for use during emergencies; and
  • Complying with the Bureau of Transportation Statistics’ new reporting requirements capturing all events resulting in long on-board delays, such as flight diversions.

“Delta has already laid out a plan to do our part in reducing chronic delays and congestion in the Northeast before another busy summer travel season begins,” Anderson said. “As New York City’s leading international carrier, we are proud to take a leadership position in redesigning our JFK schedule to accommodate our international flying – much of it to destinations not served by other U.S. airlines – while helping to reduce congestion at peak times by more evenly scheduling Delta flights throughout the day.”

The airline also expects customers to benefit from access to both its Airline Customer Service Commitment and updated Contract of Carriage documents, which will be made available on in the coming weeks.

Delta Air Lines operates service to more worldwide destinations than any airline with Delta and Delta Connection flights to 310 destinations in 54 countries. Since 2005, Delta has added more international capacity than all other major U.S. airlines combined and is the leader across the Atlantic with flights to 36 trans-Atlantic markets. To Latin America and the Caribbean, Delta offers more than 400 weekly flights to 53 destinations. Delta's marketing alliances also allow customers to earn and redeem SkyMiles on nearly 15,000 flights offered by SkyTeam and other partners. Delta is a founding member of SkyTeam, a global airline alliance that provides customers with extensive worldwide destinations, flights and services. Including its SkyTeam and worldwide codeshare partners, Delta offers flights to 475 worldwide destinations in 104 countries. Customers can check in for flights, print boarding passes and check flight status at

Delta and The Leading Hotels of the World Launch SkyMiles Partnership SkyMiles members may earn 1,000 miles per stay and double miles through July 15

ATLANTA, May 2007 – Delta, one of the world’s fastest growing international airlines, has announced a new partnership with The Leading Hotels of the World, Ltd., which will offer SkyMiles for stays at luxury properties worldwide.  As the first U.S. airline to partner with Leading Hotels, Delta’s SkyMiles members will earn 1,000 miles for each visit booked through

"With more than 430 properties, The Leading Hotels of the World, Ltd. has partnered with Delta to provide SkyMiles members even more ways to earn miles toward award travel,” said Jeff Robertson, managing director of the SkyMiles program.  “We are proud to be the first and only U.S. airline to launch a partnership with Leading Hotels of the World.”

As part of a special launch offer, SkyMiles members may earn 2,000 miles per stay through July 15* at any Leading Hotel or Resort. 

The partnership will provide mileage-earning opportunities at 80,000 rooms in 80 countries on six continents, and will complement Delta’s international service to global cities such as Budapest, Dubai, Johannesburg, Mexico City and New York City.

“Leading Hotels is the most comprehensive brand of luxury hotels and resorts worldwide. We are delighted to invite Delta’s SkyMiles members to experience luxury travel the Leading way,” said Marshall Calder, Sr. Vice President, Marketing of The Leading Hotels of the World, Ltd.

Since its founding nearly 80 years ago, The Leading Hotels of the World, Ltd. has set the gold standard in hospitality.  As an international brand, it offers the largest and most comprehensive global collection of luxury hotels.  It counts among its elite membership more than 430 of the world’s finest hotels– from a palace hotel in the heart of Paris to a luxurious Bedouin encampment in the desert, and from large, sleek high-rises in Asia to private island retreats.

The award-winning Delta SkyMiles program offers members multiple mileage-earning opportunities when flying Delta, Delta Shuttle®, the Delta Connection® carriers, Delta AirElite® and other SkyTeam® airlines.  Additional mileage-building opportunities are offered through more than 100 partners such as the Delta SkyMiles Credit Card from American Express,, participating hotels, car rental companies, telecommunication services, restaurants, retailers and more.  Now in its 26th year, the SkyMiles program received a “Lifetime Achievement Award” at the 2006 Freddie Awards in recognition of its many contributions to the airline loyalty industry, and it was named “Best Frequent Flyer Program” for 2006 by Business Traveler magazine.

Delta Air Lines (NYSE: DAL) offers customers service to more destinations than any global airline with Delta and Delta Connection carrier service to 311 destinations in 52 countries.  With more than 60 new international routes added in the last year, Delta is adding international flights at a faster rate than any other major U.S. airline and is a leader across the Atlantic with flights to 32 trans-Atlantic destinations.  To Latin America and the Caribbean, Delta offers more than 600 weekly flights to 58 destinations.  Delta's marketing alliances also allow customers to earn and redeem SkyMiles on nearly 15,000 flights offered by SkyTeam and other partners.  Delta is a founding member of SkyTeam, a global airline alliance that provides customers with extensive worldwide destinations, flights and services.  Including its SkyTeam and worldwide codeshare partners, Delta offers flights to 462 worldwide destinations in 98 countries.  Customers can check in for flights, print boarding passes and check flight status at

MWR Sports Director Wins Big!

     Raul Rivera, entered in MilitaryPartners Win Big on the Web and won the grand prize Delta Air Lines tickets back to the United States.  While searching for fitness related articles, Mr. Rivera found valuable information to include in his weekly fitness programs on MilitaryPartners. Upon being notified of his big win, Mr. Rivera claimed that he was so surprised to win the grand prize and that he will use the tickets to fly home this summer to visit his family after many years.

Delta to Offer Award-Winning HBO Programming Through Industry-Leading, In-Flight Entertainment System

Entourage,” “The Sopranos” and other original series among the programs available on-demand with new dedicated HBO channel on Delta flights

Additional content exclusively composed for Delta to include HBO behind-the-scenes footage and interviews with talent for overhead screen viewing

ATLANTA, Feb.  2007 – Bolstering its efforts to transform the in-flight travel experience and offer customers more choices of today’s popular entertainment content, Delta Air Lines will become the first airline to offer HBO content and popular programs through the airline’s industry-leading, in-flight entertainment system on worldwide flights.

Starting this summer, customers can view a 30-minute block of HBO content composed exclusively for Delta that will be available at no cost on the aircraft’s overhead entertainment system. Customers can also view a new dedicated HBO channel, available on Delta’s seatback in-flight entertainment system, that will offer 40 to 50 hours of the network’s most popular content – including a diverse slate of award winning programming, ranging from original series, movies, theatrical films, mini-series, TV movies, stand-up comedies and family programming – all available on flights featuring Delta’s digital on-demand entertainment system. The HBO channel will be available to First class and international BusinessElite customers at no cost and to domestic Economy class customers for $5 per feature film or movie and $2 for all other television programs. More

 TSA Security Requirements 

August  2006 - The airlines are reminding their customers of new requirements from the U.S. Transportation Security Administration (TSA) affecting all airline passengers. 

Effective August 10, 2006, the TSA has advised that travelers are not allowed to transport any liquids, gels, lotions, aerosols or similar items on their person or in their carry-on luggage. This includes items such as beverages, hairspray, toothpaste and shampoo. Customers are advised to transport these items in their checked luggage or discard them before entering the security checkpoints.

The airline is suggesting that all customers consider checking all of their luggage, in an effort to minimize delays at airport security checkpoints.

  • Aerosols and juice are prohibited.


  • Items allowed on board include baby formula, breast milk and baby food in small containers if a baby or small child is flying.


  • Prescription medicine with a name that matches the name on the passenger's ticket and essential non-prescription medicines, NOT TO EXCEED 4 ounces per container, are allowed. Additionally, liquids or gels (including juice) for diabetic passengers to address their medical condition, NOT TO EXCEED 5 ounces per container, will be allowed. These items must be presented for inspection at the security checkpoint.

    • Essential non-prescription medicines allowed now include contact eye saline solutions and eye care products such as eye drops and contact lens solution.


  • Duty Free items may be transported in the cabin of the aircraft if they are delivered to the passenger immediately before boarding or onboard the aircraft. If an international passenger is transferring to a domestic flight upon arrival in the US, they will be required to place Duty Free items that are liquids, gels or aerosols in their checked luggage before resubmitting the checked luggage to the TSA for screening. If a passenger is transferring to a connecting flight at an international location (for example, Tokyo-Narita), these items may be confiscated by local authorities.

    • If you purchase a beverage or other liquids or gels after clearing the security checkpoint, please dispose of those materials before boarding your flight.

  • Expect to be asked to remove all shoes at security checkpoints. While this is a common occurrence, you can expect these checks to be nearly universal.

    Follow all directives from Transportation Security Administration personnel. This is a developing situation and protocols may change as new information becomes available.

As additional information on this new TSA security requirement becomes available, it will be posted on the TSA's Web site at,

Delta Launches First Non-stop Service between Atlanta and Düsseldorf

Flights improve connections for business, leisure and cargo customers between the Americas and Germany

ATLANTA, April  2006 – Customers traveling between the Americas and Germany will now find easier connections thanks to Delta’s new non-stop service between the world’s largest airline hub in Atlanta and Düsseldorf. Effective today, Delta will become the only U.S. airline to offer customers non-stop service between the United States and Düsseldorf.

”Because of Delta, Atlanta is becoming America's gateway city,” said Atlanta Mayor Shirley Franklin. “Through the numerous linkages formed via direct flight Atlanta-Düsseldorf Inauguralroutes to international destinations and strategic partnerships, Delta, for the past 65 years, has helped to foster the City's international economic and cultural ties. We look forward to the opportunities that this flight from Atlanta to Düsseldorf will bring. Düsseldorf is a city rich in history and is, like Atlanta, a prosperous financial, commercial, art and cultural center. Indeed, we have much to offer each other.”

Delta’s new service will be operated with wide-body Boeing 767-300ER aircraft with the capacity to carry up to 204 passengers in a two-class configuration, featuring Delta’s award-winning BusinessElite™ service. Additionally, beginning later this spring, Delta will provide customers with a more comfortable and entertaining international BusinessElite experience offering all-leather seats and state-of-the-art digital technology.

“We are pleased to be launching this new service today and to open our global network to customers traveling to and from the business and industrial heartland of Germany,” said Glen Hauenstein, Delta’s executive vice president – Network and Revenue Management. “North Rhine-Westphalia is the most heavily-populated state in Germany with a diversified modern economy, and we expect our new service will help support economic growth by providing the only link between Düsseldorf and the United States provided by a U.S. airline.” Story

 Delta Air LinesDelta For You

Delta and Avis Celebrate SkyMiles Silver Anniversary and Give Away 25 New Cars to Lucky Customers

Award-winning program celebrates 25th year with promotions and partners: SkyMiles members have chance to win 25 all-new 2007 Saturn SKYs

ATLANTA, March  2006 – Delta Air Lines is celebrating the 25th anniversary of its award-winning SkyMiles® program with its U.S. customers by sponsoring a grand sweepstakes giveaway with the support of Avis® Rent A Car. Delta will award all-new 2007 Saturn SKY roadsters to 25 lucky SkyMiles members. The silver anniversary festivities will also include a series of special events and partnership launches throughout the year.

“With the silver anniversary of our SkyMiles program and our unprecedented global expansion, 2006 will be an exciting year for us and provide a great reason to celebrate with our customers,” said Paul Matsen, Delta’s chief marketing officer. “Our customers have made Delta’s SkyMiles program one of the most successful and longest-running airline programs. To thank them for their business, we’re providing new mileage-earning opportunities with additional routes and new partners, as well as the chance to win 25 stylish and sleek, SKY roadsters.” Story

Simplifying travel planning for you

Discover how easy it is to

  • find a great fare
  • purchase your flights online
  • view your existing itineraries
  • upgrade using 800 mile segment points
  • use Delta's network of hotel and car partners

When your plans change, find out how to

  • change your reservations
  • apply for a refund
  • replace a lost ticket

Learn more about your air travel experience

  • see where you can fly and what to do when you arrive
  • find out what you can bring with you
  • learn more about in-flight meals and entertainment

Delta Air LinesDelta For You

Each quarter, two complementary trans-oceanic Delta Air Line tickets are awarded to service members, who enter the “Win Big on the Web” sweepstakes via MilitaryPartners site, or by mailing their entries in.  Along with these grand prize offerings, military web surfers can also win weekly commemorative prizes.   

        For more information, click on to Win Big on the Web!  

Airport Security Information

After the attack on September 11 and the current war on terrorism airport security continues to grow tighter. Travelers flying to or from the states in 2003 should plan a little ahead to stay prepared for the some of the new security measures being enforced this year by the recent security bill passed by congress.           

            Although, for most frequent travelers the procedures of enhanced security should already be expected, there is more to come. To protect travelers from terrorists the Transportation Security Administrations has already hired more than 50,000 employees at 424 commercial airports to screen passengers and baggage. The new bill congress has passed originally ordered that every checked bag be searched whether by human, dog or machine by January 1, 2003. This bill has been extended until the summer of 2003 due to the budget and time necessary for the construction and installation of large bomb detection machines to aid in complying with such a task. With the estimated 1.5 billion bags that get checked each year at U.S. airports the TSA plans to use the bomb detection machines to completely automate the process, but until then as of New Year’s Day all checked bags will still be searched exhorting all resources available.

 Although, the policies and methods of security detail will vary among different airports here are a few things for the travelers of 2003 to be aware of.      

·        A government issued ID should be kept on hand which will be shown several times before reaching the gate. 

·        Coats and sometimes shoes will need to be removed and screened along with all other carry-on luggage. 

·        Travelers may be randomly selected for a second, and even a third, search. 

·        At more than 40 airports passengers with carry-on luggage can no longer go straight to the gate.           

·        Checked bags may be searched by either human hands, wands that detect explosives on the baggage, bomb-sniffing dogs, passenger to luggage matches, bomb detection machines or possibly all of the above.           

Again due to differing methods, policies and schedules you may want to call ahead to confirm how much addition time you should allow yourself before your scheduled departure.


Flying tips to make your trips more comfortable. 

When flying your ears may pop, if they don’t you get an earache.
Here are some things you can do to avoid this common annoyance:

·        Swallowing.

·        Chewing on gum, mints or hard candies.

·        Yawning. 

·       Take an oral decongestant 1 hour before departure.

·        Use a nose spray shortly before landing. 

If none of those help or you happened to fall asleep during take off or landing you can unblock your ears by doing the following: 

1.      Pinch your nostrils shut.

2.      Take a mouthful of air.

3.      Using your cheek and throat muscles, force the air into the back of your nose as if you are trying to blow your thumb and finger off of you nostrils. 

You may have to repeat this several times until you hear the loud pop in your ears.

Since babies cannot pop their own ears allowing them to suck on a pacifier or bottle will help them to swallow. 


  Humidity in the cabin of an airplane can fall below 10% on long a flight, that’s dryer than the Sahara Desert! 

·        To stay refreshed be sure to drink 8oz. of water for every hour that you're onboard.

 Drinking a combination of salts, minerals and carbohydrates about every two hours may reduce your risk of developing blood clots. 

·        Try to bring along sports drinks to sip on the trip.