Why Gender-Neutral Language Matters
Delta’s decision to drop “ladies and gentlemen” wasn’t just about modernizing language—it’s about making every customer feel welcomed. The company’s inclusive language guide, released in December 2020, specifically advises employees to avoid terms that reinforce the idea of a gender binary.
Source: @WelshGovernment/X
Instead, Delta encourages the use of gender-neutral phrases to create a more inclusive experience for all passengers.
Keyra Lynn Johnson’s Vision for DEI at Delta
Keyra Lynn Johnson, Delta’s Chief DEI Officer, has been instrumental in this change. In a February 2021 panel, she highlighted the importance of re-evaluating legacy language in gate announcements.
Source: Julian Herzog/Wikimedia
“We’ve asked ourselves, ‘Is that as gender inclusive as we want to be?’” Johnson remarked, emphasizing Delta’s focus on updating its communication to be more reflective of today’s diverse world.
The Path to Antiracism and Equity
Johnson’s leadership extends beyond just language changes. Under her guidance, Delta has also declared itself an antiracist company, striving to address systemic inequalities both within the airline and externally.
Source: @Pavel Danilyuk/Pexels
As part of this commitment, Delta has redefined its talent strategy and has worked to ensure greater representation at every level of the company.
The Inclusive Language Guide: What It Means
Delta’s inclusive language guide doesn’t just impact announcements. The guide advises employees to use gender-neutral terms across various communications, from gateway announcements to employee interactions.
Source: Canva
The guide stresses the importance of respecting every customer’s identity, ensuring that no one feels excluded based on outdated language practices.
Facing Challenges in Normalizing DEI Conversations
Not all Delta employees have been comfortable with the changes. Johnson acknowledged this challenge during her February 2021 panel, stating that one of the biggest hurdles has been normalizing conversations around DEI.
Source: Clay Banks/Unsplash
“The company has set an expectation,” Johnson said, but that doesn’t mean everyone is immediately on board with the shift.
Reimagining the Talent Pipeline
Delta’s DEI efforts go beyond customer-facing language. Johnson and her team have reimagined the airline’s talent strategy, aiming to close representation gaps across all departments.
Source: Cytonn Photography/Unsplash
Starting in 2021, Delta began closely tracking diversity metrics on a quarterly basis to ensure that its hiring practices reflect its commitment to equity.
Going Beyond Internal Changes
In addition to internal efforts, Delta has used its brand to push for equity externally. Johnson has stated that Delta evaluates where its “PAC dollars” go and which legislation it supports.
Source: Freepik
The goal is to lend the company’s influence to causes that promote justice and equity, a move that reinforces Delta’s commitment to being a socially responsible organization.
Why Some Say It’s Not Enough
While many applaud Delta’s commitment to DEI, others argue that simply changing language is not enough to address deeper issues of inequality.
Source: Creative Christians/Unsplash
Some critics point out that making an organization truly equitable requires more than just surface-level changes, suggesting that continued efforts will be needed to see long-term results.
A Shift in Airline Industry Standards?
Delta’s move to embrace gender-neutral language sets a new precedent in the airline industry. Other airlines may soon follow suit, as DEI initiatives become increasingly important in the corporate world.
Source: Oleksandr P/Pexels
This shift could redefine what inclusivity looks like in customer interactions across the industry, further pushing airlines to reconsider their language and policies.
Customer Reactions to the Change
The removal of “ladies and gentlemen” has sparked a range of reactions from Delta passengers. While many customers appreciate the shift toward inclusivity, some have expressed confusion or resistance to the change.
Source: Andrew Harnik/Getty Images
Delta, however, remains firm in its decision, believing that this move ultimately makes their airline more welcoming to all.
What’s Next for Delta’s DEI Mission?
As Delta continues to expand its DEI initiatives, future changes are expected in various aspects of the company.
Source: Freepik
From more inclusive hiring practices to external advocacy efforts, Delta appears to be committed to being at the forefront of change in the airline industry.