Delta Air Lines is a strong choice for passengers prioritizing in-flight entertainment, a wide route network, and premium cabin experiences. Southwest Airlines is better for those seeking budget-friendly fares, flexible change/cancellation policies, and high customer satisfaction in economy/basic economy.
| Attribute | Delta Air Lines | Southwest Airlines |
|---|---|---|
| On-time arrival rate | 83.46% in 2024, 88.6% in November 2024, 79.7% in December 2024, 80.6% in February 2025 | 82.27% (North America's most on-time airline by Cirium) |
| Baggage handling performance | 49 mishandled bags for every 10,000 passengers in 2024, mishandled baggage rate was 0.60% in December 2024, 0.39% in November 2024, 0.50% in December 2023, 0.55% for the full year 2024 | Unmatched baggage policy, at least 2 bags free |
| Customer satisfaction ratings | Ranked second in customer satisfaction in the first/business segment with a score of 724 (J.D. Power 2025), Ranked highest in premium economy for the third consecutive year with a score of 717 (J.D. Power 2025), Ranked third in economy/basic economy with a score of 662 (J.D. Power 2025), Ranked No. 2 in ACSI travel survey | Ranked highest in customer satisfaction in the economy/basic economy segment for a fourth consecutive year in 2025, with an ACSI score of 80. #1 in Airline Staff and Level of Trust. |
| In-flight entertainment options | Delta Studio offers up to 300 movies, options from HBO, Paramount+, MasterClass, and 18 channels of live satellite television. Partnership with YouTube, MasterClass, Spotify, and Peloton. New Delta Sync seat back entertainment experience is expected to include a 4K HDR QLED display, Bluetooth capabilities, a 96-terabyte storage system, and an advanced recommendation engine. Free Wi-Fi is available for SkyMiles members on most flights. | Free inflight entertainment (movies, live TV, on-demand TV series) via WiFi-enabled portal. Free texting via iMessage and WhatsApp. Wi-Fi available for purchase at $8 per device. No seatback screens. |
| Seat comfort and legroom | Economy class seats are typically 17.2 to 18.5 wide with 30 to 32 of legroom. Delta Comfort Plus offers 34 inches of pitch. | Retrofitting aircraft for 'Extra Legroom seats.' Roughly one-third of seats across the fleet to offer extended legroom. Standard seats will have standard legroom. |
| Food and beverage quality | Offers complimentary refreshments on flights over 250 miles, including non-alcoholic beverages and light snacks. Chef-curated menus are available for an additional fee. | Complimentary snacks (pretzels or crackers) and beverages (water, coffee, soda, juice). Alcoholic beverages available for purchase. No full meals offered. |
| Change and cancellation flexibility | High fees for changes. | Flights can be canceled or changed without fees (except for Basic fares). Can cancel up to 10 minutes before departure with no cancellation fees (except for Basic fares). Credit for amount paid if non-refundable flight is canceled. |
| Frequent flyer program benefits | Wi-Fi on board is free for SkyMiles members. SkyMiles members can customize their in-flight entertainment experience via the Fly Delta app. | Southwest Rapid Rewards is an easy-to-use frequent flyer program. |
| Route network coverage | Connects destinations across six continents. Offers flights to more than 325 destinations in 60 countries. | Serves 117 airports across 11 countries. |
| Average ticket price | Not available | Known for budget-friendly fares. |
| Cabin cleanliness | Generally receives positive reviews for cabin cleanliness. | Generally clean and well-maintained. |
| Customer service responsiveness | Generally has a reputation for being responsive and professional. Offers dedicated services for special needs passengers. Mobile app and website are user-friendly. Some customer reviews mention poor customer service response. | Customer-oriented, friendly, and trustworthy. Well-trained flight crews and ground personnel. |