Miami, FL — When Kristie Kellahan decided to upgrade her seat to Delta’s Comfort Plus on a flight from Miami to New York LaGuardia, she expected a more luxurious experience. However, the reality fell short of the promises made by the airline, leaving her questioning whether the additional cost was justified.
The flight, Delta Air Lines DL2339, operated on an Airbus A321-200, was scheduled for a three-hour and five-minute journey. Despite the flight running on time, Kellahan’s experience highlighted several shortcomings that may make travelers think twice before opting for the upgrade.
Expectations vs. Reality
During the online check-in process, Kellahan was enticed by the offer of a Delta Comfort Plus upgrade for $99. The upgrade promised more legroom, dedicated overhead bin space, early boarding, and premium snacks along with complimentary alcoholic beverages. However, upon boarding, she discovered that the reality was less than ideal.
The flight was fully booked, and despite the upgrade, there was no space in the overhead bins near her seat. Consequently, her carry-on had to be stored several rows back, delaying her disembarkation in New York. This inconvenience was compounded by the fact that her seat, 13C, was located in an exit row, which she had not anticipated.
The Seat Experience
The Delta Comfort Plus seats are configured in a 3-3 layout, except for Row 13, which is a 3-2 configuration. While the seat width of 18 inches and pitch of 34 inches seemed promising, the immovable armrests and seat dividers made the space feel more cramped. Furthermore, the tray table and TV screen stored in the armrest were less functional than expected, with the screen failing to stay at a convenient angle.
Comparatively, Main Cabin seats offer a similar width with a slightly reduced pitch of 30-31 inches. The lack of underseat storage in the exit row added to the discomfort, as did the inconveniently placed power outlet under the seat, which frequently disconnected her device.
Service and Amenities
While the flight attendants were friendly, the post-flight service left much to be desired. Kellahan reached out to Delta via email to express her dissatisfaction, only to receive a generic response acknowledging her disappointment but offering no remedy or compensation.
Delta Comfort Plus passengers are promised enhanced amenities, including premium snacks and beverages. However, Kellahan’s experience suggests that these perks may not always justify the cost of the upgrade, especially when the seating arrangement and available amenities fall short of expectations.
Frequent Flyer Insights
Delta’s SkyMiles loyalty program allows members to earn points across various airlines, including Virgin Atlantic and KLM, as part of the SkyTeam alliance. While this offers potential benefits for frequent flyers, Kellahan’s experience raises questions about whether Comfort Plus is a worthwhile investment for occasional travelers.
“How disappointing it must have been to pay for an enhanced experience and feel let down by the seating arrangement and amenities,” Delta acknowledged in their response to Kellahan’s email.
Looking Ahead
As airlines continue to market premium economy options like Delta Comfort Plus, passengers are advised to weigh the benefits against the potential drawbacks. For Kellahan, the experience has reinforced her decision to stick with Main Cabin bookings in the future, where expectations align more closely with reality.
With Delta planning new premium Delta One Lounge locations and various expansions this year, the airline appears committed to enhancing its offerings. However, for travelers like Kellahan, the question remains whether these improvements will translate into a more satisfying in-flight experience.
For now, potential passengers are encouraged to carefully consider their priorities and conduct thorough research before opting for upgrades that may not deliver the promised value.
