NPS Intelligence (beta)

Today, operational reliability, people, and technology deliver better outcomes for our customers and support Delta's leadership in Net Promoter Score.

Delta Air Lines' customer satisfaction on JFK-LAX route measured 9.2 points below mainline domestic score.

Delta achieved a 25-point improvement in NPS during periods of irregular operation through in-flight entertainment enhancements with DraftKings.

This has driven more than a 25 improvement in NPS during periods of irregular operations. A more reliable customer experience starts with a more reliable fleet.

Delta Air Lines' JFK–LAX route customer experience NPS runs 9.2 points below mainline domestic average.

Delta's customer satisfaction, measured by Net Promoter Score, has fallen on key routes, prompting warnings to pilots.

Delta Air Lines issued an internal warning to pilots citing a significant decline in the company's Net Promoter Score, which measures customer satisfaction.

Delta Air Lines anticipates overall customer satisfaction measured by NPS will increase from new cabin service policy.

…of our employees meeting key operational performance goals during 2025 (on-time arrival, baggage handling, flight completion and net promoter score) recognizing that superior performance by our frontline employees directly affects customer satisfaction.

Delta's Net Promoter Score had collapsed prior to its pivot to premium strategy.

We have the number one net promoter score among major airlines, and Cirium recently recognized our employees for the fifth consecutive year, naming Delta as the US industry's most on-time airline.

We continue to monitor our relative performance in terms of Net Promoter Scores. And I think it's got -- it's leading right now, and it's going to get much better as we continue to deliver new airplanes with the Delta One suites and with the enhanced…

Operationally, Delta Air Lines, Inc. once again led network peers across key reliability and customer experience metrics, including on-time performance, completion factor, and net promoter score.

…of our employees meeting key operational performance goals during 2024 (on-time arrival, baggage handling, flight completion and net promoter score) recognizing that superior performance by our frontline employees directly affects customer satisfaction.

We believe our continued investment in customer service and experience, operations, product, airports and technology has shaped customer perception of our brand leading to improvements in our domestic net promoter scores and increased customer loyalty.

Delta's net promoter scores have fallen 28% compared to pre-pandemic levels, prompting a business class overhaul.

Delta has seen a sharp decline in its Net Promoter Score among Delta One passengers traveling across the Atlantic.

…Adjusted for special items; historical non - GAAP financial measures reconciled in Appendix DELTA’S BRAND TRANSCENDS THE INDUSTRY Powered by Delta’s people 10 NET PROMOTER SCORE Revenue premium source: SEC filings, trailing twelve months as of 3Q24;

Delta Air Lines' improved operational performance and rising Net Promoter Scores enhance confidence in the company's prospects.

…Delta’s broad-based operational incentive program (Shared Rewards Program) thanks to the hard work of our employees meeting key operational performance goals during 2023 (on-time arrival, baggage handling, flight completion and net promoter score)…

…in customer service and experience, operations, product, airports and technology has shaped customer perception of our brand leading to improvements in our domestic net promoter scores and increased customer loyalty compared to pre-pandemic levels.

Delta focuses on net promoter score as a key brand metric and has historically promoted its scores publicly.

2020 SkyMiles monthly acquisitions excluded due to impact of the pandemic NPS = Net Promoter Score Deepening Customer Relationships Drives Value + 15 pts NPS Improvement + 20 pts Direct Distribution + $5B Amex Remuneration SINCE 2014 1 Million SkyMiles…

Our Net Promoter Scores exceeded 2019 levels as we continued to bolster our brand. Leveraging our global network and growing customer loyalty .

…in customer service and experience, operations, product, airports and technology has shaped customer perception of our brand leading to improvements in our domestic net promoter scores and increased customer loyalty compared to pre-pandemic levels.

…2022 NPS score higher than 2019, representing growing brand affinity and leading operational reliability • Added a record 8.5 million new SkyMiles Members in 2022 and a record 1.2 million new Delta American Express cardholders •

Delta Air Lines is upping the airport experience and paying significant attention to its Net Promoter Score, which measures likelihood of consumer recommendation.

…under Delta’s broad based shared rewards program (Shared Rewards Program) based on the hard work of our employees meeting key operational performance goals during 2021 (on-time arrival, baggage handling, flight completion factors and net promoter…

Our Net Promoter Score remains above 2019 even as volumes increase. And during the quarter, we acquired a record number of new SkyMiles members and our co-brand spend continues to far outpace 2019, up 39% in the month of March.

…requirements 84.3% 82.2% 80.1% 79.7% On Time Arrival By Airline 1 YTD as of March 10, 2022 97.0% 94.7% 95.4% 94.7% System Completion Factor Delta Domestic Net Promoter Score 48 54 2022 YTD 2019 YTD as of Feb 28, 2022 Updated March Quarter Outlook 1 Adj.

…in customer service and experience, operations, product, airports and technology has shaped customer perception of our brand leading to increases in our domestic net promoter scores and increased customer loyalty compared to pre-pandemic levels.

…our oldest, least efficient aircraft 10 48 58 2019 2021 YTD Customer Loyalty – The Power Of The Delta Brand Domestic Net Promoter Score Customer Engagement 1 Domestic Corporate Share 2 30% 31% 32% 35% 2015 - 2018 2019 2020 2021E +10 Point Improvement…

Delta Air Lines had a Net Promoter Score of 52 in November, cited as a pretty good score in airline industry comparison.

These operating results and other enhancements to the customer experience supported domestic net promoter scores above September quarter 2019 levels 1 December Quarter 2021 Outlook 4Q21 Forecast Capacity 1 80% restored Total Revenue 1, 2 Recovered to…

Customer satisfaction scores have increased substantially during this time, with our domestic net promoter score in 2020 reaching nearly 67%.

This is evident in our domestic customer Net Promoter Scores, which have been in the low 70s throughout the pandemic, a full 20 point increase over 2019.

Delta Air Lines reports Net Promoter Scores in the 70-range as part of its strategic focus on profitability.

Delta's Net Promoter Scores moved up by summer into the 70s and have remained there, reflecting improved customer experience during middle-seat blocking.

We believe these actions have been an important driver behind the significant increases in our domestic net promoter scores during 2020. Other key competitive advantages include our operational reliability, our global network and customer loyalty.

And that really manifests itself in the record Net Promoter Score we had in the December time period. So as I mentioned, despite the fact that we had to cancel some flights, our average lateness was not very late versus the original itinerary.

Delta Air Lines' Net Promoter Score rose 22 points year-on-year to +75 in September 2020, demonstrating empathy-driven customer strategy.

Our customer-focused approach is producing record net promoter scores, which reached 75 in September, which is up a staggering 22 points over the prior year levels.

…stimulates program utility ADVOCATE Growing raving advocates for SkyMiles and Delta strengthens our financials Realized ~45% increase in Medallion Net Promoter Score from 2016 to 2019 Acquire Engage with Delta Earn with partners Engage across…

Delta Air Lines CEO Ed Bastian said the carrier is aiming for a Net Promoter Score of 65 for H2 2020 to bring in additional revenue.

Delta Air Lines' Net Promoter Score was 70.

Delta Air Lines posted a record net promoter score in 2019, with NPS grown more than 10 points during the past five years.

We're seeing it in our net promoter scores, which have gone up considerably on a year-over-year basis, up 20 points in the month of June over last June, which last year was already a good number.

Delta Air Lines' efforts have helped bump its Net Promoter Score up 10 points during COVID-19 recovery.

Delta Air Lines achieved record net promoter scores throughout the year, disclosed in SEC proxy filing.

As a result, customer satisfaction scores have more than tripled – our domestic net promoter score has improved from 15% in 2009 to 50.8% in 2019, an all-time high, with scores improving in all geographic regions.

Just a few examples: · Despite unprecedented volumes, our Res & Care team achieved their highest customer satisfaction scores in Delta history in March, with NPS up 11 points year over year. · Delta teams from TechOps, Flight Ops and the OCC have safely…

In 2019, we increased net promoter scores in every geographic region, highlighted by a 5-point improvement in the Domestic region to 50%.

…Performance ” for Delta shall be measured based on the percentage point improvement in Delta’s average monthly Net Promoter Score (“ NPS ”) from the 2019 calendar year to the average monthly NPS over the Performance Period, with (A) Delta’s NPS…

Delta's net promoter scores are increasing as premium products and loyalty programs drive growth.

Domestic Net Promoter Score is now regularly in the 50s, with nearly five point improvements over the course of 2019.

Delta executives cited higher net promoter scores as a key measure of customer loyalty and recommendation willingness.

…Factor 85.5% On - Time Arrivals 1.2x Fewer lost bags versus industry 99% Reduction in maintenance cancellations 51% +5 pts YOY Domestic NPS (15%) 3% 8% Average 2010-2017 2018 2019 YTD Managing Irregular Operations to Further Differentiate Customer…

Delta's net promoter scores correlate directly with revenue premium achievement, driving economy cabin improvements.

Delta Air Lines improved its domestic Net Promoter Score by more than 5 points year-to-date with positive momentum continuing.

Delta Air Lines reported Net Promoter Scores in the 50s, a significant improvement from previous years.

And the diversity of those revenue streams is powerful, whether it’s loyalty and other components of that but the other thing is our net promoter scores were at their highest in record.

Our domestic net promoter score improved from 15% in 2009 to 45.9% in 2018 , an all-time high, with scores improving in all geographic regions.

Delta executives highlighted the airline's domestic net promoter score during Q1 earnings.

Delta Air Lines CEO reports high revenue premium in 1Q2019 linked to domestic net promoter score performance.

Domestic net promoter score has averaged 50% this year, up 7 points versus last year. This is the reason we sustained the best revenue premium in the industry, and it’s not just our customers who noticed.

…arrive on - time than any other airline Record bag performance Lowest level of maintenance cancellations in history Record customer satisfaction scores 49% Domestic NPS 99% Reduction in maintenance cancellations since 2010 99.8% DOT Completion Factor…

…Performance ” for Delta shall be measured based on the percentage point improvement in Delta’s average monthly Net Promoter Score (“ NPS ”) from the 2018 calendar year to the average monthly NPS over the Performance Period, with (A) Delta’s NPS…

Our domestic net promoter score has tripled over the last decade and reached an all-time high in September of over 50%. All of these results were a reflection of the incredible work of the Delta people, and I'm pleased to recognize our employees'…

…Record bag performance Lowest level of maintenance cancellations in history Record customer satisfaction scores 45% Domestic NPS 98% Reduction in maintenance cancellations 99.6% DOT Completion Factor 85.4% On - Time Arrivals 1.8x Fewer lost bags…

This has resulted in more than a 20 point improvement in domestic net promoter score since the merger. This increasing customer affinity is reflected in record acquisitions of our co-brand American Express card, which is seeing double-digit; spend…

Delta Airlines' net promoter score exceeded 40, making it a top performer, following improvements in flight cancellation management.

…2017 by FlightGlobal – Strong customer satisfaction with record NPS scores YTD in 2018 – Growing customer loyalty drives durable and increasing revenue from American Express 6 Delta Domestic Net Promoter Score Delta Domestic Passenger Unit Revenue vs.

Part of that, Duane, also is the net promoter scores that we see and mentioned our domestic net promoter scores were up three points year-over-year, which is huge when you measure net promoter scores to drive an improvement at an already good base of…

…Initiatives in place to sustain and improve upon performance , including producing a premium to the industry in each international entity 6 Delta Domestic Net Promoter Score Delta Domestic Passenger Unit Revenue vs.

Delta Air Lines exhibits increasing net promoter score as a strength in competitive analysis.

During 2017, we improved net promoter scores in every region and increased our overall score by 2 points, including an all-time high in November.

Our domestic Net Promoter Score is in the mid-40s range.

…Delivering record customer satisfaction levels through strong culture and employee engagement: NPS growth in all geographic regions in 2017 SOLID TOP - LINE GROWTH •

Delta Air Lines achieved a domestic Net Promoter Score of 41.5%, its highest ever, up from 20% in 2011.

…Performance ” for Delta shall be measured based on the percentage point improvement in Delta’s average monthly Net Promoter Score (“ NPS ”) from the 2016 calendar year to the average monthly NPS over the Performance Period, with (A) Delta’s NPS…

…performance combined with the investments we’ve made in our people, our fleet, products and facilities have driven a 2-point improvement in our net promoter score this year, including reaching an all-time high of 46.9% for the month of…

…Year - to - date 2017 domestic net promoter score at 41.5%, a new record • Operational reliability, free entertainment and upgraded snacks behind 2017 improvement •

Delta Air Lines CEO reports customer net promoter scores have risen from low single digits six years ago to low 40s today.

Delta has made progress in NPS through its team's focus and financial investments in product.

And we are seeing results in our net promoter scores which have hit all-time highs. Driving a higher NPS is key to sustaining our revenue premiums to the industry.

Delta has implemented a net promoter score system to understand how customers view the company as part of its renewed cargo focus.

This along with industry leading reliability and the best people in the industry is what drives higher net promoter scores and ultimately leads to sustained revenue premiums.

…product, and partners have driven a significant revenue premium to the industry – especially in domestic markets – Improving international Net Promoter Scores key to moving international entities from revenue parity to revenue premium to the industry…

• Superior customer experience – Maintained Delta as a carrier of choice, evidenced by achieving a 40% domestic net promoter score for the year, a 25 point improvement since 2010.

This operational excellence resulted in consistent increases in our domestic net promoter score, including our highest reported score of 44% in November.

…Performance ” for Delta shall be measured based on the percentage point improvement in Delta’s average monthly Net Promoter Score (“ NPS ”) from the 2016 calendar year to the average monthly NPS over the Performance Period, with (A) Delta’s NPS…

With our operating performance, combined with the investments we have made in our fleet, products and facilities, we have seen a consistent improvement in our net promoter scores hitting a record 44% in November.

…Customer satisfaction continues to improve – Net Promoter Score increased over 2 points to 40% • Recognizing best - in - industry performance with top compensation, ~$1 billion of profit sharing, and ~$92 million of Shared Rewards •

We have achieved all-time highs in our net promoter scores and our customer complaint rate has decreased by 14% so far this year. These high levels of customer satisfaction are widening our revenue lead relative to the industry with our system RASM…

Delta Air Lines was recognized for a top candidate Net Promoter Score of 81.

Industry Average 20.2% 27.2% 31.1% 33.5% 37.8% 40.2% 2011 2012 2013 2014 2015 2016 YTD Domestic Net Promoter Score Continued Momentum With Corporate Travelers 5 •

…Measurement Average Annual Operating Income Margin 50% Delta relative to composite performance of an Industry Group* Customer Service Performance (Net Promoter Score) Domestic 15% Delta’s absolute performance Customer Service Performance (Net Promoter…

…Performance ” for Delta shall be measured based on the percentage point improvement in Delta’s average monthly Net Promoter Score (“ NPS ”) from the 2015 calendar year to the average monthly NPS over the Performance Period, with (A) Delta’s NPS…

…4.34 4.38 2012 2013 2014 2015 Improving the Customer Experience 27.2% 31.1% 33.5% 37.8% 2012 2013 2014 2015 Domestic Net Promoter Score - YTD Flight Attendant Interaction - YTD (5 = Excellent) Cabin Maintenance Audit - YTD (3 rd Party Audit Score: 100…

…Measurement Average Annual Operating Income Margin 50% Delta relative to composite performance of an Industry Group* Customer Service Performance (Net Promoter Score) Domestic 15% Delta’s absolute performance Customer Service Performance (Net Promoter…

…Performance ” for Delta shall be measured based on the percentage point improvement in Delta’s average monthly Net Promoter Score (“ NPS ”) from the 2014 calendar year to the average monthly NPS over the Performance Period, with (A) Delta’s NPS…

…4.32 4.41 4.45 2011 2012 2013 2014 Airport Experience (5 = Excellent) Flight Attendant Interaction (5 = Excellent) 26 32.6% 9.0% 5.2% - 2.8% DL AA US UA System Net Promoter Note: Figures cover January 2014 through October 2014 Investing In Our Fleet…

…Measurement Average Annual Operating Income Margin 50% Delta relative to composite performance of an Industry Group* Customer Service Performance (Net Promoter Score) Domestic 15% Delta’s absolute performance Customer Service Performance (Net Promoter…

…Income Margin 50 % Delta relative to composite performance of an Industry Group* Customer Service Performance (Net Promoter Score) Domestic 15 % Delta’s absolute performance Customer Service Performance (Net Promoter Score) International 10 %…

…Performance ” for Delta shall be measured based on the percentage point improvement in Delta’s average monthly Net Promoter Score (“ NPS ”) from the 2013 calendar year to the average monthly NPS over the Performance Period, with (A) Delta’s NPS…

…Higher completion factor 23 Driving improvements in Net Promoter Scores over past three years Domestic up 114%;

…Income Margin 50% Delta relative to composite performance of an Industry Group* Customer Service Performance (Net Promoter Score) Domestic 15% Delta’s absolute performance Customer Service Performance (Net Promoter Score) International 10%…

…Performance ” for Delta shall be measured based on the percentage point improvement in Delta's average monthly Net Promoter Score (“ NPS ”) from the 2012 calendar year to the average monthly NPS over the Performance Period, with (A) Delta's NPS…

…First Class 30 Dramatic Increase in Customer Preference 16% 13% 14% 21% 18% 20% 24% 26% 27% 1Q 2Q 3Q 2010 2011 2012 Domestic Net Promoter +50% +100% +93% “Delta does an outstanding job of taking care of the customer both on the ground and in the air.”…

…0.83 2Q11 2Q12 Customer complaints down 25% (rate per 100K ) Making Delta an Airline Customers Prefer 5 Domestic Net Promoter Score 16% 12% 14% 19% 21% 17% 19% 22% 24% 26% Q1 Q2 Q3 Q4 2010 2011 2012 9% 8% 11% 13% 10% 14.5% 13% 14.5% 13% 13% 11% 6%…

…Improvement of Domestic Network Net Promoter Score year-over-year (60% weighting) • Improvement of International Network Net Promoter Score year-over-year (40% weighting) •

…Performance ” for Delta shall be measured based on the percentage point improvement in Delta's average monthly Net Promoter Score (“ NPS ”) from the 2011 calendar year to the average monthly NPS over the Performance Period, with (A) Delta's NPS…

The Customer Service Performance measures for 2011 will be measured based on the percentage point increase in Delta’s annual Net Promoter Score (“ NPS ”) from the 2010 calendar year to the 2011 calendar year, with (i) Delta’s NPS performance…

Delta Air Lines integrates fee waivers into loyalty programs to prioritize customer retention and brand loyalty over short-term revenue.

Delta Air Lines reports growth in loyalty program membership, fostering customer retention and increased revenue per passenger.

Delta aims to improve customer retention through SkyMiles Medallion program extension.

Delta's investment in customer retention is yielding results, including a new $7 billion contract with American Express.