During the past 12 months, the 80,000 professional men and women at Delta have worked diligently on your behalf to provide a safe, reliable, convenient and friendly travel experience. In 2012, Delta turned out the best performance in the history of the airline, including a 78 percent improvement in completed flights, a 5 percent improvement in on-time arrivals and a 27 percent improvement in baggage handling. Our team’s dedication to running a reliable operation also meant more opportunities to exceed your expectations, which resulted in a 37 percent reduction in customer complaints.
We have your back, and we intend to make 2013 even better for you.
While safety and reliability are what you expect from Delta, we believe you also deserve a comfortable, convenient and friendly travel experience – one that allows you to maximize your time on the ground and in the air.
We continue to invest in technology that allows you to connect with us in the manner you prefer. This $120 million investment includes the first phase of a new delta.com website that will simplify your journey and give you greater control of your travel experience. We continue to improve the speed of our kiosks, allowing you to check in an average of 18 seconds faster, and we’re adding more of our popular recharging stations at top airports to make it easier for you to stay connected.
By summer we will complete our largest project – renovating and expanding Terminal 4 at New York’s JFK International Airport to create a world-class facility fitting for the world’s largest travel market.
No other US airline is investing as much as Delta in facilities and improvements on the ground. We’re not stopping there.
By the end of this year, full flat-bed seats with direct aisle access will be the standard for our BusinessElite cabin onboard all of our widebody international aircraft. New and expanded cuisine, amenities and in-flight entertainment will allow to you relax and feel refreshed upon landing. If your travel requires a greater level of productivity, we hope you will take advantage of onboard Wi-Fi or streaming content. We’re pleased to be the largest provider of in-flight Wi-Fi in the world and look forward to expanding further by offering Wi-Fi access aboard international flights beginning in 2013.
If you love the look and feel of new aircraft and the smell of new leather, you’ll be pleased to experience beginning in the third quarter two aircraft types that are new to Delta’s fleet – the Boeing 737-900 and Boeing 717. These aircraft are part of our strategy to fly larger, more fuel efficient planes while reducing smaller regional jets. These new aircraft offer more first class seats for our premium customers and help us conserve fuel and reduce our greenhouse gas emissions.
We have a busy but exciting year ahead of us as we continue to improve our products and services to meet your travel needs. The on-board product – seats, aircraft, in-flight entertainment – are an important part of the experience we provide to you. Equally as important is the opportunity to make your journey that much better through the gracious service of Delta people worldwide.
We look forward to continuing to build a better airline for you.
Thanks for flying with us.