Programs
Delta Focuses on Passenger Experience and Loyalty, Stock Soars
The airline invested in enhancing its loyalty program at a time when competitors were cutting back, and it has paid off. “Over the past year, Delta has found that more customers are willing to book directly with the airline and pay for more expensive seats, upending the idea that customers are primarily looking for the cheapest possible fares. Delta has rolled out new features and commitments over the past several years relating to passenger experience....