It’s no surprise that the COVID pandemic has changed the airline industry profoundly in every way it operates. Airlines have taken every steps to make passengers feel comfortable flying due to the unique environment of airplanes, from strict mask requirement to deep cleaning between flights. Curious about how different airlines navigates the virus with its airport and onboard experience, I intentionally planned all of my trips to cover all major US airlines by the end of the year, and here are my observations and thoughts on each of them, complete with hand sanitizing wipes from each of the airline.
American
American is operating as if COVID has not happened for the most part. It is the only major carrier to not have blocked middle seats at all throughout the pandemic, but it is also the only carrier that has not reduced onboard service.
Date of flight: AA274, LAX-JFK, September 10
Boarding: No change
The boarding group system has not changed at all, with the usual pecking order.
Hand sanitizers: Provided with meal
No hand sanitizers are provided at boarding, but one was included with meal/snack service.
Meal service: Business as usual
American is the only airline that has made very little changes to its meal service. On my flight between JFK and LAX, American served dinner comparable to pre-pandemic levels in premium cabins. The only downgrade is the Flagship First menu, which is shared with Flagship Business.
Announcements/mask enforcement: Most stern of all
Announcements are standard among the carriers, but I was fairly taken aback with the sternness regarding mask wearing. It is the only airline that clearly states “you will not be able to fly with us in the future if you refuse to wear a mask”.
Delta
Delta is arguably the most aggressive US airline when it comes to COVID specific measures. Whether that’s a cover for cost cutting is up for debate, but the airline is the only one in the US to continue blocking middle seats come March 2021, and its modification to the airport and onboard experience is the most comprehensive in the industry.
Date of flight: DL8777, JFK-LAX, October 31
Boarding: Back to front
Delta is one of the few carriers that strictly enforces the back-to-front boarding order. Except for passengers needing assistance, the planes board back to front, no matter your status.
Hand sanitizers: Actively distributed
Delta actively hands out Purell hand wipes at the boarding door as you enter the plane. In addition, it is also the only airline that includes both hand sanitizer and hand wipe in the snack bags.
Meal service: Mostly canceled
Delta is the most aggressive when it comes to COVID-related service cuts. Every passenger receives a snack bag including a bottled water. No beverage is provided except beer and wine in First Class. There is still not even soda.
Announcements/mask enforcement: Emphasis on social distancing
Delta is the most aggressive airline on advising customers to socially distance. Such announcements are made throughout the boarding process, as well as during flight.
Southwest
Because of Southwest’s service model, it hasn’t had to make many sweeping changes due to the pandemic. Boarding order is unchanged, and snack service is only slightly simplified compared to normal times. It does, however, has the most detailed announcements regarding masks and actively polices compliance.
Date of flight: WN1254, BUR-SFO, December 17
Boarding: Unchanged
Because passengers don’t have seat assignments, Southwest has not revised its boarding procedure, staying with the same boarding order system. On my flight with 22 passengers onboard, I received A24 (starting at A19 for this flight), boarded second, and sat at the bulkhead.
Hand sanitizers: Available upon request
No hand sanitizers are provided at boarding or during snack services, but flight attendant was able to quickly provide me with a wipe when requested.
Meal service: Simplified
Southwest maintains a simplified snack service where only water and prepackaged snack mix is provided for all passengers.
Announcements/mask enforcement: Picky on mask types, aggressively policed
Announcements regarding mask wearing were made throughout the boarding process at the gate and on the plane. Southwest is especially detailed on what’s acceptable for face coverings; it was specifically noted that masks with vents and bandanas are not acceptable as face coverings. Flight attendants actively policed mask compliance; they were so aggressive that I was accused of using food as an excuse to not wear a mask!
United
United’s policies can be described as middle of the road of the major airlines. It blocked middle seats and made deep service cuts in the early days of pandemic, but has since removed blocks and resumed much of meal service onboard.
Date of flight: UA2304, LAX-EWR, July 20
Boarding: Back to front with exceptions
United boards aircraft back to front; however, Global Services customers are still invited to board first.
Hand sanitizers: Actively provided
Hand sanitizing wipes were provided upon boarding the aircraft, and are provided on the tray with the meal.
Meal service: Greatly downgraded, but at least still exists
United, like Delta, reduced onboard service to snack boxes and snack bags during the early days of pandemic, but has been slowly adding them back in recent months. Hot meals were restored on premium transcontinental service starting in the summer, but the quality is greatly reduced: for breakfast, I was served French toast that quite literally came from a long haul economy breakfast. Like other elements of COVID service changes, United is right in the middle with meal service compared to American and Delta.
Announcements/mask enforcement: Standard
Announcements were standard, but somewhat lacking regarding mask policy. There was only a brief mention of “you must wear a face covering” at boarding.
Alaska
Alaska has implemented a overall balanced suite of safety policies in response to COVID. Meal service is simplified but maintained, and hand sanitizers are available upon request. It does provide the nicest hand wipes of all the US airlines!
Date of flight: AS3434, SFO-LAX, December 21
Boarding: Back to front only in economy
Alaska board passengers back to front, but in economy only. First class passengers still board first.
Hand sanitizers: Provided in First, on request in economy
No hand sanitizers were provided at boarding, but they were distributed with snack service in First. Economy passengers receive one on request. They do have the nicest hand wipes of all airlines: they’re lavender essential oil scented!
Meal service: Simplified
Alaska has restored some of its meal service. On shorter flights like the one I was on, it was virtually fully restored, with a full selection of beverages and snack basket.
Announcements/mask enforcement: Comprehensive but soft toned
Alaska does all the standard mask/social distance announcements, though with a very soft tone. On my flight I was requested “if you could social distance as you exit the plane, we would really appreciate it”. They did include an announcement that they will come through the cabin to make sure everyone is wearing a mask, though.
JetBlue
JetBlue has made some changes, like other carriers, to reduce risk of COVID, but some gaping holes exist: aircraft is not boarded back to front, and hand sanitizers are no longer provided. It is the only carrier that’s actually improved the quality of service onboard, though.
Date of flight: B61523, JFK-LAX, December 15
Boarding: Back to front only in Core
JetBlue has a modified COVID boarding procedure, where Mint and Mosaic customers board first, and Core customers board back to front.
Hand sanitizers: Not provided
No hand sanitizers were provided at boarding, and there were none provisioned when I asked a flight attendant for one. She had to fish a sanitizer/wipe package out of her bag for me. Apparently JetBlue used to provide a branded pack that includes both – why stop now?
Meal service: Improved against all odds
JetBlue had simplified onboard service until late November, when it restored full snack service in Core, and most notably, refreshed Mint service. It’s the only carrier that’s not only maintained the level of service, but greatly improved it, especially in Mint.
Announcements/mask enforcement: (Not as) Stern warning
JetBlue is the other airline, along with American, that warns customers the consequence of non-compliance of mask wearing, albeit not as stern as American: “you may not be allowed to fly with us if you refuse to wear a mask.”
Hawaiian
Hawaiian’s COVID safety policy is simple but solid. It has made little cutbacks in passenger experience, but implemented some policies that ensures safety, like capacity cap and boarding order changes.
Date of flight: HA91, LAX-HNL, November 19
Boarding: Back to front
Hawaiian strictly follows the back to front boarding process. I boarded first since I was seated towards the end of the plane.
Hand sanitizers: Available upon request
No hand sanitizers were provided at boarding or during meal service. I had to ask a flight attendant for one, and it doesn’t seem like they get many provisioned per flight.
Meal service: Unchanged
Despite the steep drop in traffic, Hawaiian has not made much cuts in its onboard service. Passengers in economy still receive a sandwich!
Announcements/mask enforcement: Standard
Announcements were standard among carriers, with frequent reminders passengers must wear a face covering and social distance when using lavatory.