Wheels Up Hits Perfect Streak, Signals Turnaround in Private Skies

ATLANTA, GA – January 20, 2026 – Private aviation provider Wheels Up Experience Inc. has started the new year by setting a new standard for reliability, announcing a record-breaking 14 consecutive days without a single flight cancellation. The achievement, which spanned the first two weeks of January, saw the company operate more than 1,000 flights with a 100% completion rate, a milestone that also included six perfect completion days during the demanding December holiday travel week.

This operational success marks a significant moment for the company, which has been undergoing a deep, multi-faceted transformation. In addition to the perfect completion streak, Wheels Up reported that 99% of its flights are now operating without extended delays of three hours or more, its lowest level on record. The performance suggests a dramatic improvement from metrics reported over the last year, where completion rates hovered between 97% and 99%.

"This milestone is a clear signal that our transformation is working," said George Mattson, Chief Executive Officer of Wheels Up. "From day one we talked about building the best run private aviation company in the industry. Our world class operations team is now delivering the kind of consistency our customers expect." Mattson noted that this achievement builds trust and strengthens the company's path toward sustainable growth.

A New Benchmark in Reliability

The flawless start to 2026 stands in stark contrast to previous performance metrics and establishes a new internal benchmark for the on-demand charter company. Throughout 2025, Wheels Up reported completion rates that, while high, left room for improvement. For instance, Q1 2025 saw a 97% completion rate, which improved to 99% in Q2 before settling at 98% in Q3. The ability to achieve a perfect 100% completion rate over a two-week period, especially one that follows the hectic holiday season, indicates a fundamental shift in operational capability.

Company leadership attributes this success to a coordinated and disciplined effort across the entire organization. "Reliability at this level is the result of deliberate, disciplined execution across the organization," stated David Holtz, Chief Operating Officer of Wheels Up. He credited the progress to enhanced planning, proactive maintenance, and sophisticated real-time decision-making involving teams from flight operations, scheduling, and customer service.

The improvement extends beyond just cancellations. On-time performance, previously a point of concern for customers, has seen a significant boost. The near-elimination of extended delays points to a more resilient and predictive operational model, a crucial factor in the high-stakes world of private aviation where clients expect seamless, on-demand service.

The Engine of Transformation

This record-setting performance is not an isolated event but rather the most visible outcome of a comprehensive transformation strategy initiated to overhaul the company's operational and financial foundations. A central pillar of this strategy is a massive fleet modernization program. Wheels Up is systematically retiring its older aircraft, including its aging Citation X fleet, and standardizing around two primary aircraft types: the Embraer Phenom 300/300E and the Bombardier Challenger 300/350.

This transition, projected to take approximately three years, will reduce the average age of the company's fleet by about 10 years. Newer aircraft are inherently more reliable, require less unscheduled maintenance, and offer greater fuel efficiency. The company has taken concrete steps to accelerate this plan, including a Q4 2024 agreement to acquire 17 Embraer Phenom jets and a December 2025 sale-leaseback transaction that generated $105 million to support future aircraft acquisitions.

Beyond the hardware, Wheels Up is revamping its operational software by adopting the proven methods of its strategic partner, Delta Air Lines. CEO George Mattson has explicitly referenced leveraging the "Delta playbook" to instill a culture of operational excellence. This involves implementing more disciplined cost controls, which are expected to generate approximately $50 million in annual cash savings, and improving aircraft utilization to boost profitability.

Winning Back the Customer

The ultimate goal of this operational overhaul is to enhance the customer experience, and recent data suggests the efforts are resonating. An August 2024 subscriber survey revealed a dramatic uptick in customer satisfaction, with 76% of members rating their experience as "Excellent" or "Very Good," a sharp increase from 49% the previous year. Poor and below-average ratings plummeted from 22% to just 7%.

Crucially, the primary reasons for customer dissatisfaction have shifted. Concerns over "Delays and Cancellations," which were a top issue for 48% of members considering leaving in 2023, dropped to 33% in 2024. This data provides strong evidence that the company's focus on reliability is directly addressing a key customer pain point. However, the survey also highlighted new challenges, with "Increased Prices" and "Financial Stability" emerging as prominent concerns, indicating the next frontier for the company to manage as it balances premium service with competitive pricing.

To further bolster the client experience, Wheels Up is equipping its modernized fleet with advanced Gogo Galileo HDX satellite-based Wi-Fi. The first aircraft with this high-speed, low-latency connectivity entered service in December 2025, promising a significant upgrade for travelers who need to stay connected in the air.

Navigating a Competitive Market

Achieving best-in-class reliability is critical for Wheels Up as it vies for market share against formidable competitors like NetJets, Flexjet, and VistaJet. While the overall private aviation market saw a slight dip in 2024, North American fractional operators experienced double-digit growth, intensifying the competitive pressure. In mid-2024, while competitors saw their aircraft utilization increase, Wheels Up's had declined year-over-year, making the current turnaround in operational performance a pivotal strategic development.

By proving it can deliver flawless service, especially during peak periods, Wheels Up strengthens its value proposition for high-value corporate and leisure travelers who prioritize predictability above all else. The partnership with Delta is also paying dividends on the sales front, with a 25% year-over-year increase in corporate membership fund sales reported in mid-2025, underscoring the power of leveraging Delta's extensive corporate relationships. As the company continues its multi-year fleet modernization, maintaining this new standard of operational excellence will be the ultimate measure of its long-term success in the fiercely competitive private aviation market.