Dive Brief:
- Delta’s investments in technology and reliability drove a more than 25-point improvement in its net promoter score during periods of irregular operations, EVP and COO Dan Janki said during a Q2 2026 earnings call Friday.
- The airline’s efforts to simplify its rebooking process, expand self-service options and the initial rollout of the Delta Concierge AI assistant all contributed to the improvements, according to Janki. Delta expects to complete the rollout of Delta Concierge to all app users later this month.
- Overall fleet reliability improved as well, Janki said. Metrics for aircraft out-of-service levels, maintenance-related delays and flight cancellations all improved year over year.
Dive Insight:
Delta’s loyalty program and premium offerings once again helped drive financial results as the company invested in reliability at the core of its experience.
Diverse revenue streams accounted for 61% of Delta’s total revenue, up two percentage points year over year, according to an earnings report. Premium revenue was up 17% year over year, while loyalty revenue was up 19% year over year. Overall revenue grew 14% year over year to $17.7 billion.
“Loyalty remains one of Delta's most valuable assets,” EVP and Chief Commercial Officer Joe Esposito said on the call. “Sky Miles membership growth is outpacing capacity, led by double-digit gains among Gen Z members. That engagement is translating into durable revenue, best illustrated by our industry-leading co-brand performance.”
The airline generated $2.4 billion in cash remuneration from its co-brand American Express cards, up 16% year over year, according to the earnings report. The growth was driven by increased card acquisitions and the seventh consecutive quarter of double-digital increases in cardholder spend.
Domestic net promoter scores are improving as well, and employees are driving the gains, according to Janki. People interaction scores reached record highs, with year over year improvements in airport customer service, reservations and care, flight attendants, and our pilots.
“This performance reflects the focus of our people, reinforces how we're making travel easier and more reliable to every customer,” Janki said. “We are continuing to invest in technology while empowering our people to deliver more proactive communication directly to customers.”
Investments in the customer experience are reinforcing Delta’s competitive advantage, according to Esposito. Improvements in reliability and service give the airline more ways to grow its revenue and deepen customer loyalty.
