General News

Customer care, safety our priority -Delta Air Lines

Nicolas Ferri, Vice President of Delta for Europe, Middle East, Africa, and India (EMEAI)


Delta Air lines has assured passengers of its commitment to providing the best travel experience and comprehensive customer service to its clients.

The assurance follows a recent controversy about complaints filed by some aggrieved passengers over a JFK flight to Ghana.

In a statement to clarify the July 25 DL9923 incident, the Vice President of Delta for Europe, Middle East, Africa, and India (EMEAI), Nicolas Ferri, apologized to passengers for any inconvenience the incident may have caused them but was quick to add that the safety of customers and crew has always been a priority which Delta will never compromise on.

Whilst ensuring safety, he added that delta takes operational issues seriously and will put the safety and security of its customers and crew first.

“Delta’s priority is to ensure our customers’ safety at all times alongside delivering the best customer experience. This particular flight en route from New York-JFK to Accra last month returned to New York-JFK out of an abundance of caution due to operational reasons”.

He said: “The flight did land safely and our customers deplaned as normal and were supported by our team.  We sincerely apologize to those customers onboard who experienced any inconvenience and delay in their planned travel.”

Mr. Ferri added that the airline also takes customers’ complaints seriously and will work assiduously to engage with customers directly to address their concerns.


In July 2022, Delta flight DL9923 which took off from John F. Kennedy (JFK) international airport in New York to Kotoka international airport in Ghana, was forced to turn around mid-flight on the Atlantic Ocean due to fuel imbalance.

There was therefore an emergency declaration on arrival at JFK to obtain priority handling from air traffic control.

On the 16 years experience and future of Delta, Mr. Ferri said the airline will not renege on its responsibility to provide passengers with the great travel experience adding, “all is set to unveil a new aircraft with novel features to give its growing clientele an exceptional travel experience. Effective November 2022, Delta will roll out its new service to continue its quest of delivering nothing but the best service to clients”.

He said a “reconfigured airplane” will present passengers with a dynamic cabin, a very refreshing interior, improved meal service and other exciting additions.

According to him, the new service will be dubbed, delta premium select and will be between Delta one and economy with differential seats, improved meal service, and personalized service.

The premium service, he noted, is in line with Delta’s unwavering commitment to offering travelers with a variety and options to choose from, while connecting the world and making air travel an experience.

“The market is more demanding but also the expectations from Ghanaian travelers are high, so we want to make sure that we are responding to that, therefore, the big news is having more products. we believe in personalizing things as much as possible to allow the customers to choose from what they want,” Mr. Ferri pointed out.


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