Delta Reinvents the Airport Experience

ATLANTA, Feb. 6, 2003 - Delta Air Lines (NYSE:DAL) will reinvent the airport experience for customers to significantly reduce airport check-in wait times and lines at 81 of its airports throughout its system. Changes to the airports this year will include a combination of airport lobby redesign, increased self-service technology and new airport customer service roles for employees that will help deliver speed, convenience and helpful, friendly service to Delta customers.

“We’ve taken a fresh look at our airports through our customers’ eyes and are initiating an innovative approach to reduce wait times and give them more control,” said Rich Cordell, senior vice president, Airport Customer Service. “Our goal is to ensure that no e-ticketed, self-service customer stands in line longer than two minutes for any transaction, even during peak times. We plan to get our customers through our airports better, faster and friendlier than any other airline.”

Airport Lobby Redesign: Delta’s airport lobby redesign is the foundation for all changes in its airports. Delta will significantly change the look and feel of its airports and improve traffic flow. Delta will do this by enhancing customer signage, increasing availability of self-service technology, and positioning agents in the right places at the right times to provide optimal service to customers. “We’ve realized that the airport of today is not equipped to handle tomorrow’s customer expectations,” said Cordell. “Our plans will make our airports more functional and friendly for all of our customers.”

Self-Service Technology: Delta plans to significantly increase the availability of self-service technology in its top 81
airports by:

áAdding more than 400 additional kiosks this year and enhancing functionality to include international check-in and fee collection. With this change, Delta will offer customers more than 800 kiosks throughout its domestic system.
áAdding more than 440 industry leading Delta Direct remote phones which will quickly connect customers to a remote Reservations agent to handle complex ticketing changes and transactions. Customers who use the phones will be able to obtain their boarding passes from a printer located adjacent to the phone banks.
áEnhancing functionality of gate readers to provide customers who have experienced a flight delay or cancellation with a new self-service option to obtain boarding passes, amenity vouchers and denied boarding compensation vouchers.
áDelta also is working on plans to add a gate audio system to provide timely information to customers at the gate.


New Airport Customer Service Roles - Delta is introducing two new airport customer service roles for employees that are focused on getting customers through the airport more quickly. áThe Lobby Assist Agent, located near airport entrances, will welcome customers in the check-in area, direct them to the fastest and most appropriate check-in alternative, and assist them with using self-service technology, as needed.
áThe Service Excellence Coordinator (SEC) will be positioned at the lobby and the gate to assist with customer service and operational needs.

“While we’ll still have the traditional agents at the counter, you’ll see a lot more agents in front of the counter to greet our customers before they get in line,” said Cordell. “Our agents in these new roles will be highly proactive, seeking out customers and helping them use the right tools to speed-up their travel experience.”

Delta’s new airport model has already been tested in New York’s LaGuardia Airport and has significantly reduced wait times for customers while providing enhanced customer service.

“Our customers have told us they want us available when they need us to answer questions or help solve problems,” said Cordell. “At other times, they just want choices that give them more flexibility and control over their travel experience. This new airport model is designed to meet both of these needs.”
Delta Air Lines, the world’s second largest airline in terms of passengers carried and the leading U.S. carrier across the Atlantic, offers 5,619 flights each day to 438 destinations in 78 countries on Delta, Delta Express, Delta Shuttle, Delta Connection and Delta’s worldwide partners. Delta is a founding member of SkyTeam, a global airline alliance that provides customers with extensive worldwide destinations, flights and services. For more information, please go to