Speaking up for Delta

In her letter “Comparing Business Class, Qatar vs Delta” (March ’16, pg. 24), a subscriber described her unsatisfactory experience on a Delta Air Lines’ business-class flight from New York to Johannesburg, South Africa, in 2014.

As world travelers, I think we all can agree that no passenger should be treated rudely or be given peremptory service, especially if she has ponied up for a business-class fare. Having said that, I think we also can agree that, on occasion, airline service is less than stellar. So let me step up on behalf of Delta. 

My husband and I travel to three or four international destinations every year. Most of our flights, especially the long-haul legs, are with Delta in business class. Whether we were going to Europe, Africa, South America or Australia, Delta’s routine that I describe below was invariably the same. 

Shortly after boarding and settling into our seats, we were given a menu describing all of the food and beverages offered to us on the flight. We perused it while having a glass of champagne, a mimosa or a nonalcoholic beverage before takeoff. Small bottles of water were placed at each seat, and replacements were offered frequently. 

After takeoff, the purser discussed with us the menu options for each meal and when (or whether) we wanted to eat. During the evening meal, one attendant was in charge of the beverage cart and another was in charge of bread and rolls, and we were offered seconds several times. The same went for coffee after the meal. In short, Delta cabin service has been commendable, in our experience.

Regarding seat comfort, my husband and I find the lie-flat seats far superior to the tilt-flat seats, but neither of us are particularly wide, tall or long-legged. In my experience, KLM has the most comfortable lie-flat seats. I haven’t flown with Qatar, the airline the above-mentioned subscriber preferred, so I don’t know about theirs.

Delta’s TV screen is small, but its mounting is adjustable, and I have had no problem watching movies, nor have I had problems with the cord. Having said that, I will admit that I frequently use my personal electronic devices to entertain myself. My husband has had no complaints with Delta’s electronics.

To my knowledge, Delta does not provide pajamas on any of their flights, but I wouldn’t use them if they did.

The subscriber said Qatar provided a mattress pad, which is something I wish Delta offered. I’ve had only one flight (Lufthansa, as I recall) on which a mattress pad was supplied, and it did help to fill those annoying gaps between the seat parts.

Regarding meals, I think a number of airlines serve better food than Delta does.

All in all, I judge airlines by three criteria:

• The first and foremost is convenience. Can I get to my destination without a lot of layovers?

• The second is service, which should always be outstanding. Period.

• The third criterion is what I refer to as “amenities,” those things that are more a matter of personal preference, like those seats we disagree about. And pajamas.

Delta definitely let that traveler down, as she said the attendants never asked her if she wanted anything and the bathrooms were never cleaned. Perhaps there was some back-story that made the crew unhappy and their customers suffered as a result. Their behavior was, nonetheless, inexcusable.

But I want her to know that Delta’s service is usually impeccable, and I recommend that she give them another try.

KT PORTER

Slidell, LA