But Delta may risk creating customer confusion with all the new options, including both “classic” and “extra” versions of their Delta Comfort and Delta One fares.
“The traveling public is going to greet this with a gigantic, ‘Huh?’” said Henry Harteveldt, founder of Atmosphere Research Group, an advisory firm for the travel industry. “My concern is that it risks making it so confusing to customers that they seek out a competitor whose offerings are more straightforward.”
He also said the “slicing and dicing” of products could undermine the image Delta has cultivated for more than a decade as a premium carrier.
Delta said it’s using a “modernized shopping layout” on its website and app that details attributes of each fare category to help avoid any customer confusion.
