I’m sitting on a Delta shuttle from O’Hare back to New York (on which a toddler, roughly 2 years old, keeps shouting “Party!” over and over for no apparent reason), and I feel I should write something brief about two unexpected developments: the recovery of Delta from its turn-of-the-millennium squalor, and the consistently pleasant airport experience provided by the city of Chicago.
First, Delta. (And i realize that this flight is operated by Shuttle America, but they’re carrying the Delta livery and flying as part of an integrated system, so hear me out.)
My memory is faulty, but I’m pretty sure this Delta Shuttle i’m flying today is the one that used to be the Pan Am shuttle, and so once upon a time it had some glamour, but Pan Am closed down in 1991 or so (I flew it on its final weekend, from Mexico City back to Los Angeles) and for most of the ensuing dozen years the shuttle service was increasingly dismal. A decade later, when I was living in Atlanta and Delta was my hometown airline, I rooted for them partly out of pride, but the Delta flying experience was pretty glum around the turn of the century: sullen flight attendants, poor inflight service, cracked upholstery and broken armrests, unreliable departures and arrivals.
Then things started to change for the better, 7 or 8 years ago. Some of it had to do with Delta Technologies, which has always run a good logistics operation and for more than a decade now has run a great website, along with excellent kiosks and other electronic customer services. But that can’t explain it all, because some of the magic is back, too. The staff, by and large, seem happy again, even at La Guardia (the sullenest in the national network of sullen airports). The uniforms are brighter. I’m flying on an Embraer jet that smells like it just came out of the factory last week. There’s free beer and wine in coach, for those who are into that. For about the 5th time in a row, we’re arriving on time. And on this Chicago flight, I paid what I think of as a competitive airfare — well under $400 round trip, booked just 2 days before.
Now, yes, yes, I know, not mainline service, Shuttle. But still. My recent encounters with Delta mainline have also been positive. (Incidentally, Hartsfield-Jackson is looking good. It’s still one of the best-run airports in America.) In general, dealing with Delta these days, you have the feeling you’re dealing with a competent organization. And as small a thing as that sounds, when we didn’t reliably have it for all those years, its absence was felt.
Now, the Chicago airports. You already know I love Midway. And for my entire adult life, everyone I know has loved to hate on O’Hare. But why? Yes, it’s big, that’s a given. And it has its bad days. But the food and beverage options are excellent (lentil salad from Argo Tea on my tray table), there’s some interesting retail, and the city has put a lot of money into airport arts. Not to mention that you can go door-to-counter from the Loop in less than an hour for $2.25 on a single train. In the Delta gate area today, seating was ample and well-lit, there were electrical outlets all over the place (including USB charging stalks) — nothing to complain about. I even saw a TSA supervisor scolding a TSA agent for a small customer-unfriendly infraction (cutting in line during a customer service encounter).