Delta Air Lines CEO Ed Bastian has sent a letter to the carrier's customer base, telling passengers that as the world starts to reopen for business the safety of travelers remains paramount.
"That's why layers of protection are now in place at every touchpoint of your journey, from beginning to end," Bastian wrote.
Bastian has been proactive in keeping customers apprised of what Delta has been doing to battle the coronavirus; this was his 11th piece of communication since the crisis began earlier this year.
Though airlines have somewhat relaxed their enforcement of passengers wearing a mask, Bastian nonetheless said the safety procedures start with check-in, where fliers will be required to wear a mask until they reach their destination. Delta employees will be wearing them as well, and the airline will provide a mask to passengers who ask for one if they do not have their own.
Surfaces are wiped down throughout the day, starting with kiosks and baggage stations. Plexiglass shields will be in place at Delta check-in and gate counters by the end of May, and customers will be encouraged to maintain a safe distance with decals at check-in, at the gate and on all Delta-owned jet bridges.
"At the gate, you'll find gate areas and jet bridges disinfected with electrostatic spraying. Before you board, our teams follow an extensive cleaning checklist with authority to hold the flight for additional cleaning if they aren't satisfied," Bastian wrote. "This includes safely sanitizing each aircraft with electrostatic spraying before every flight and wiping down tray tables and seatback screens. Boarding will occur from back to front and be limited to 10 customers at a time to minimize your contact with others. You will receive snack bags with a sanitizing wipe at boarding on select flights to reduce onboard service touchpoints."
More importantly, Bastian said Delta will maintain the integrity of social distancing and will cap capacity at 60 percent for each flight, including blocking the middle seats from use. The air on all aircraft is completely recirculated 10 to 30 times per hour with fresh, outside air or through industrial-grade HEPA filters with similar performance to those used in hospital operating rooms and other highly sensitive environments. Announcements will also encourage passengers to take time when deplaning to create distance for those ahead to exit.
"We are exceeding all travel guidelines set by the U.S. Travel Association, and you have my commitment that we will consistently deliver," the CEO wrote.
Bastian noted that Delta has processed more than $1.5 billion in cash refunds since January, including $182 million so far this month. He asked for patience as customer service representatives "continue to handle an enormous volume of calls each day."
If you have travel booked through Sept. 30, 2020, or existing eCredits from flights March 1 through Sept. 30, 2020, there are no change fees to reschedule your trip through Sept. 30, 2022. In addition, tickets purchased between March 1 and May 31, 2020, can be changed without a change fee for a year from your date of purchase.
"While this crisis has made us distance ourselves, the isolation has brought a sense of togetherness as we check in on one another," Bastian said. "I will continue to communicate with you and ask that you share any feedback you have. You can rest assured that we are taking every step to keep you safe throughout your journey when you are ready to fly with us again."
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