Delta 10 Millionth Kiosk Customer

ATLANTA, July 24, 2003 - Delta Air Lines (NYSE: DAL) today marks its 10 millionth kiosk check in for 2003 by hosting a customer celebration at Hartsfield Atlanta International Airport. The 10 millionth kiosk customer will be awarded 50,000 Delta SkyMiles and a Delta clock, representing the amount of time customers have saved using Delta’s self-service check in.

“We are pleased that so many customers have benefited from the speed and convenience of our self-service kiosks, and we are excited to celebrate this success with our 10 millionth kiosk customer this year,” said Rich Cordell, senior vice president, Airport Customer Service. “Initially, our goal was to achieve 20 million kiosk check ins this year. With the positive response we’ve received from customers, we expect to surpass this goal. Our kiosk check ins are increasing anywhere from 15 to 20 percent month over month.”

Delta’s kiosks, along with its new airport service model, are designed to get customers through airport lobbies quickly. Delta has significantly increased availability of self-service technology in its top 81 airports to speed customers through check-in. This year, Delta is adding more than 400 additional kiosks and enhancing functionality to include international check in and more. With this change, Delta will give customers access to more than 850 kiosks throughout its domestic system, surpassing any other airline.

“Our goal is to ensure that no e-ticketed, self-service customer waits longer than two minutes to check in, even during peak travel times,” Cordell said.

Delta’s supplier of self-service kiosks is Kinetics, Inc., based in Lake Mary, Fla. Kinetics is known industrywide as the pioneer of the modern airline self-service business, with more than 3,000 automated check-in kiosks in use at nearly 150 United States airports.


Delta’s kiosk focus is part of its $30 million investment in airport transformations this year. Delta is now more than halfway through with this sweeping airport transformation, with more than 40 airports now transformed.

“Over 70 percent of our customers are now benefiting from the speed and convenience of our airport transformations,” said Cordell. “Our customers are getting through our airports better, faster and friendlier than ever before.”

Delta’s industry-leading airport model includes new employee roles, such as Lobby Assist Agents and Service Excellence Coordinators; the addition of more than 400 self-service kiosks; and availability of new Delta Direct phones, the first of its kind, which provide customers with complex ticket transactions fast access to dedicated Reservations representatives.

Airports already transformed include Delta’s largest such as Atlanta, Boston, Chicago, Cincinnati, Dallas/Ft. Worth, Houston’s Hobby airport, Los Angeles, New York’s LaGuardia airport, Orlando, Salt Lake City and Tampa, Fla. Upcoming airports to be transformed include Fort Lauderdale and Miami, Fla., and Newark, N.J.

Delta Air Lines, the world’s second largest airline in terms of passengers carried and the leading U.S. carrier across the Atlantic, offers 5,734 flights each day to 444 destinations in 79 countries on Delta, Song, 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