Delta Air Lines Improves Customer Service During Flight Delays and Cancellations

Delta Air Lines today announced it has developed the industry`s first
comprehensive solution to improve service to its customers during
irregular operations (IROPS), such as flight delays and cancellations.
Delta will offer its customers more options, including improved gate
information display and gate reader technology, Delta Direct phones in
airport concourses, enhanced lobby kiosks, and continued access to Delta`s
friendly, customer-focused professionals.
“These service enhancements give customers more choices, added speed, and
greater control, while keeping them out of lines,” said Rich Cordell,
senior vice president, Airport Customer Service. “While more than 70
percent of these situations are weather-related and out of an airline`s
control, whatever the reason for a flight delay or cancellation, we want
to ensure that our customers` travel experiences are better, faster and
friendlier at Delta.”
The innovative products and services Delta offers its customers include:
- Delta Direct (DD) in Concourses
-  Available in airport concourses in five stations (Atlanta, Dallas-Fort Worth, Cincinnati, Salt Lake City and Orlando) to offer better
and faster service to customers during irregular operations. Also available in 66 airport lobbies.
-  Delta Direct agents can rebook passengers, issue boarding passes, recheck baggage, and more.
-  New self-scanners positioned near Delta Direct update customers on flight status.
-  More than 550 phones available by year end, including 450 in airport lobbies, and 128 in concourses.
“Delta is leveraging new and existing technology, and our airport agents
to improve customer service by quickly rebooking customers following a
flight inconvenience, keeping them informed, and getting them on the way
to their final destination,” said Cordell.
Delta`s new service recovery solutions will be available in Delta`s 81
renewed airports. Much of the new technology is available to customers
now, and will be further enhanced throughout this year. Delta`s entire
service recovery solution will be in place by mid-2004.
Delta has invested nearly $5 million dollars in technology to help
customers who have been inconvenienced by flight delays or cancellations.
This is part of Delta`s $30 million investment to transform the airline`s
top 81 airports to improve the travel experience for customers.
More than 65 airports already have been transformed to speed travel for
customers including Atlanta, Boston, Chicago, Cincinnati, Dallas, Fort
Lauderdale, Fla.; Houston`s Hobby airport, Los Angeles, New York`s
LaGuardia airport, Orlando, Fla.; Salt Lake City and Tampa, Fla.