Delta CEO Ed Bastian Blames Low-Cost Airlines for Deteriorating Onboard Experience and Declining Air Travel Civility

Published on December 25, 2025

The chief executive of Delta Air Lines, Ed Bastian, has made waves with recent comments attributing the declining civility in air travel to the rise of low-cost airlines. Bastian’s remarks, made during an interview with CNN, highlight a deeper shift in the air travel landscape, where the traditional premium flying experience has been increasingly overshadowed by the influx of budget travelers and broader passenger diversity. His statement has stirred debate about the factors behind the rising tension and conflict among passengers, with many arguing that it’s not just income disparity but a combination of stress, crowding, and changing expectations.

Bastian’s comments reflect a growing concern within the industry about how modern air travel has evolved. He pointed out that today’s flying experience mirrors that of the pre-deregulation era, prior to the U.S. airline deregulation in 1978. Back then, airfares were significantly higher, planes were rarely full, and the passengers were mostly business travelers with companies footing the bill. In contrast, today’s market is flooded with passengers from all walks of life, creating a vastly different onboard experience.

The Rise of Low-Cost Airlines and the Shift in Air Travel Dynamics

The rise of low-cost carriers has democratized air travel, allowing more people to fly at affordable prices. However, Bastian emphasized that lower fares alone don’t explain the recent spike in onboard conflicts. Rather, the increased volume of diverse passengers on fuller planes is creating a tense environment. Personal space is at a premium, and the higher density of seating on today’s flights only exacerbates the situation, leading to more stress and friction among passengers.

Delta’s CEO also acknowledged that modern air travel has become much more demanding. The experience extends beyond just the flight itself – crowded terminals, longer security lines, and delays have all contributed to the growing levels of frustration among passengers. This tension, Bastian suggests, is not merely a matter of income levels but a more complex issue related to the diversity and volume of people flying today.

Is the Airline Industry Losing Its Premium Edge?

For Delta, which has traditionally catered to premium passengers, these changes present a unique challenge. While Delta’s revenues still largely come from high-income travelers, Bastian pointed out that the airline industry now carries far more people from varied backgrounds. These shifts in passenger demographics, combined with the crowded and stressful conditions, have created a less-than-ideal flying environment. What was once a seamless experience for business travelers is now a battleground for space and peace, with many passengers simply trying to make it through their flight without confrontation.

The issue of civil behavior has become a growing concern for airlines worldwide. The rise in unruly passenger reports during the pandemic era, particularly in 2021 and 2022, when mask mandates became heavily politicized, only intensified this issue. With flight attendants caught in the crossfire of enforcing safety protocols, these confrontations often led to flight diversions and delays.

Although the end of mask requirements saw a decline in unruly incidents, the overall reporting standards have become stricter. This means more incidents are being documented, giving the impression that things are getting worse, even though the frequency of incidents may have returned to pre-pandemic levels.

Passenger Stress and Changing Travel Patterns

One major trend that Delta’s CEO discussed was the decline of frequent business travelers, who once dominated the cabins of premium airlines like Delta. Business travel has recovered but not to the same extent as before, with many professionals opting for fewer trips or flexible work arrangements that make peak travel days less predictable. As a result, there’s been an increase in leisure travelers and infrequent flyers, who may not share the same expectations for onboard behavior and etiquette.

This shift in the types of passengers on flights is a double-edged sword. On one hand, it brings in a broader demographic that benefits from lower fares. On the other hand, it increases the likelihood of conflicts when expectations clash, especially among those who may not be accustomed to the norms of air travel. According to FAA data, this phenomenon has contributed to more incidents being reported in recent years, despite the overall decline in travel during the pandemic.

The Role of Low-Cost Airlines in Changing the Air Travel Landscape

Low-cost airlines, which operate on a no-frills business model, have played a significant role in reshaping the flying experience. While these carriers have made air travel more accessible, they also tend to attract a larger proportion of first-time flyers and leisure travelers. These passengers may be less familiar with the expectations and norms of flying, leading to misunderstandings and confrontations during flights. Moreover, the denser seating arrangements on budget carriers only add to the tension, leaving passengers with little space to feel comfortable.

Delta’s leadership, while advocating for a more premium experience, also acknowledges that the broader airline industry is adapting to these changes. The company is focusing on how it can balance the demands of its core passengers with the realities of a more diverse travel base. This includes enhancing passenger services and refining the flight experience to reduce stress and ensure a more pleasant journey for all.

Looking Ahead: Can Air Travel Regain Its Premium Feel?

As the airline industry continues to adjust to these new dynamics, it will be interesting to see how Delta and other carriers evolve to meet the needs of a more diverse passenger base. While the rise of low-cost airlines has brought affordable travel to millions, it has also changed the nature of flying in ways that may not be immediately apparent. The question remains: Can the premium experience that once defined air travel be restored, or is the future of flying inherently more chaotic?

For now, the shift in passenger behavior is ongoing, and Delta seems determined to find a balance between catering to premium passengers while managing the realities of modern air travel. The airline industry is facing a complex future, where affordability, accessibility, and passenger expectations are all in flux. Only time will tell how these factors will shape the future of flying.