Delta Cheap Seats Get Cocktails And Other Perks On Long Flights

ATLANTA, GA — Fliers who don't want to pay for first-class seats on international Delta Airlines flights, but who still want some creature comforts will soon be able to have the best of both worlds. The Atlanta-based carrier announced July 2 it is reinventing its international main cabin experience including welcome cocktails, hot towel service and bistro-style dining.

Customers can expect to be pampered a bit on Delta’s international routes starting this November when the airline debuts its changes. Free “Welcome Aboard” cocktails featuring Bellinis to start, hot towel service and mix-and-match options for premium appetizers and larger entrees are just a few of the ways Delta is changing its service, the airline said.

These perks are for international flights scheduled for 6.5 hours or longer, plus select shorter international flights where Delta One or Delta Premium Select is offered.

“This is about investing in every single customer who chooses Delta, no matter where they sit on the plane,” said Allison Ausband, Delta’s senior vice president of in-flight service, in a press release. “The thoughtful touches we’re investing in throughout the new Main Cabin experience were designed by flight attendants with one goal in mind — delivering an exceptional experience that our customers will rave about and one that our team, the best in the business, is proud to deliver.”

The new economy service is part of Delta's multi-billion dollar investment in the overall customer experience, the company said.

Delta has caught some heat the past few months on issues ranging from what was perceived as union-bashing, an advertising campaign called creepy rather than humorous, and an Atlanta man who was mauled by an emotional support dog. He filed a lawsuit against Delta Air Lines and the dog's owner for negligence, claiming the dog wasn't correctly vetted before being allowed on the plane; for some unknown reason, the dog reportedly pinned the man against the window and bit his face.

Delta Air Lines and The Coca-Cola Co. apologized in February for what were described as "creepy" napkins that suggested passengers give their name and number to their "plane crush." The napkins with the suggestive message were part of a Diet Coke advertising campaign, and immediately generated a lot of social media backlash.

The new amenities for cheaper fares have been met with high marks — with increased customer satisfaction scores on the more than 700 flights it has been tested on between Portland and Tokyo-NRT over the past yeart, Delta Airlines said.

Feedback from more than 1,800 customer surveys, crew members and input from a design team of 24 flight attendants led Delta to make changes to its international flights, the company said.

“With this service, at the end of the flight I know I’ve made a difference in the customer’s journey,” said Michael Miller, a New York-based flight attendant and member of the design team behind the new experience, in a press release. “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.”

Additionally, Delta has given specialized training over several months to more than 3,000 pursers — the lead flight attendants on international flights who are responsible for the entire customer experience, the company said.

In addition to recently upgraded amenity kits, Delta will be adding more international onboard enhancements soon, including upgraded ear buds and headsets, the company said.

In the past several years, the airline said it has made significant enhancements to the Main Cabin experience including free Main Cabin meals on select domestic coast-to-coast routes, free mobile messaging, free in-flight entertainment, upgraded Main Cabin snacks, the addition of sparkling wine, access to Wi-Fi on nearly all flights and refreshed Flight Fuel food-for-purchase options.

The airline could use some positive reviews after public criticism in recent months.

In May, Delta CEO Ed Bastian responded to a letter he received from U.S. Sen. Bernie Sanders, Elizabeth Warren and seven other senators "regarding Delta's insulting and demeaning anti-union communications directed at the airline's non-union workforce."

The airline has been taking heat on Twitter and social media for a flyer that Delta officials say is a year old and was once in its breakrooms. The Delta Air Lines' flyer suggested that union dues would be better spent on video-game systems.

The Delta CEO's response reads, in part, "I agree that the communication recently cited by the IAM – a year-old flyer that was in our breakrooms and removed after a week – was poorly crafted and not an appropriate communication to our people. That's not who we are, and we have taken steps to make sure future messages to our people regarding their choices on representation are always meaningful and respectful of their rights."