Delta Launches Airport Changes

19th Aug 2003

FORT LAUDERDALE, FLA., Aug. 19, 2003 - Delta Air Lines (NYSE: DAL) today launches an industry-leading airport redesign at Fort Lauderdale - Hollywood International Airport to enhance the travel experience for customers and significantly reduce airport wait times. Delta is improving the airport experience by introducing new customer service roles that interact more with customers, and additional self-service technology to speed customers through the airport and reduce hassles.

Our customers have told us they want speed, convenience and control over their travel experience, including more self-service options and better customer service, said Rich Cordell, senior vice president, Airport Customer Service. Our new airport model gives our customers what they want. 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.

Fort Lauderdale’s industry-leading airport model includes:

New employee roles, including Lobby Assist Agents and Service Excellence Coordinators.
* The addition of eight self-service kiosks, giving customers in Fort Lauderdale access to 20 kiosks.
* Eight new Delta Direct phones, the first of their kind, which provide customers with complex ticket transactions fast access to dedicated Reservations representatives.

Fort Lauderdale also has 18 industry-leading Gate Information Display Screens (GIDS) to communicate flight changes with customers at most Delta gates.


We’re extremely pleased with the results we’re seeing in Fort Lauderdale already, said Cordell. Our customers are getting through the Fort Lauderdale airport better, faster and friendlier than ever before, and they’ve told us they’re noticing the difference.

Delta is making similar changes at its top 81 airports in its domestic system. Forty-seven airports already have been changed to speed travel for customers including Atlanta, Boston, Chicago, Cincinnati, Dallas, Houston’s Hobby airport, Los Angeles, New York’s LaGuardia airport, Orlando, Salt Lake City and Tampa, Fla. Upcoming airports to be transformed include Miami and Newark.

New Airport Customer Service Roles:
Delta is introducing two new airport customer service roles for employees that are focused on improving service and moving customers through the airport more quickly.

* The Lobby Assist Agent (LAA), located near airport entrances, will proactively welcome customers in the check-in area, direct them to the fastest and most appropriate check-in option, and assist them with using self-service technology, as needed.
* The Service Excellence Coordinator (SEC) will be positioned in the lobby and gate areas to assist with customer service and operational needs.

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

Adding more than 400 additional kiosks this year and enhancing functionality to include international check-in, and more. With this change, Delta will give customers access to more than 800 kiosks throughout its domestic system.
* Adding more than 440 industry-leading Delta Direct remote phones that will quickly connect customers to a remote Reservations agent who will handle complex ticketing changes and transactions. Customers who use the phones will be able to obtain their boarding passes from a printer located on or adjacent to the phone banks.
* Enhanced gate reader functionality to provide customers who experience a flight delay or cancellation with a new self-service option to obtain boarding passes and amenity vouchers.

Airport Lobby Redesign -
Delta’s lobby redesign is the foundation for all changes in its airports. Delta will significantly change the look and feel of its 81 airport locations to improve passenger traffic flow and speed customers through the check-in process. Delta is enhancing customer signage, adding self-service technology, and proactively positioning customer service agents in the right places at the right times to provide better service to customers.

Delta Air Lines, the world’s second largest airline in terms of passengers carried and the leading U.S. carrier across the Atlantic, offers 5,813 flights each day to 447 destinations in 81 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


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