Delta Air Lines is noted for its premium cabins and customer service, which contribute to its profitability. The airline recently expanded services from Atlanta to European destinations.
United Airlines has focused on growth and technology investment, using generative AI to improve customer communication and satisfaction by 6%. Chief Information Officer Jason Birnbaum explained the approach: "As opposed to a canned message, we try to write a specific story about what’s going on with your flight."
Despite these strengths, each carrier faces challenges. American lacks a clear strategy for international expansion. Delta's reputation suffered after a global cyber outage in July 2024 led to over 6,000 canceled flights. Analyst Conor Cunningham remarked that "that premium image has now taken a hit." United's past customer service issues include the infamous Flight 3411 incident involving Dr. David Dao.
YouTuber Jeb Brooks compared economy services across all three airlines during a coast-to-coast trip. He found Delta's boarding disorganized but appreciated the cabin features despite cramped seating. United impressed him with its app but offered limited complimentary snacks and drinks on domestic flights. On American Airlines, he noted good access to plugs but criticized the costly WiFi.
Brooks' "Jeb Score" ranked United highest with 12 points, followed by Delta at 10 and American at 7—differing from WalletHub's financial perspective favoring Delta.
Ultimately, value for money depends on individual preferences regarding cost-effectiveness versus service quality.
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