Delta Triples Kiosk Use in 2003

9th Dec 2003

Delta Air Lines today announced that over 20 million customers have chosen
its self-service kiosks to check-in for their flights this year, almost
tripling customer usage over 2002, when 7.4 million check-ins were
recorded. Over two million customers a month are now using kiosks to
check-in, check baggage, change flights, and more. With over 850 kiosks
throughout its domestic system, Delta offers its customers access to more
self-service kiosks than any other airline.

“I`m delighted, but not surprised, that so many of our customers are
choosing self-service kiosks as their preferred check-in method,” said
Rich Cordell, senior vice president, Airport Customer Service. “Delta`s
self- service options are providing a two-minute or less check-in
experience, putting customers in control and saving them time—something
they`ve asked for.”
“Delta`s industry-leading airport service model that includes the
combination of leading-edge technology and employees in new roles will
help us continue to reinvent the airport experience for customers. In
2004, our goal is to continue to attack airport lines and any process that
makes customers wait—and that`s just the beginning.”

Delta has significantly increased availability of self-service technology
in its top 81 airports to speed customers through check-in. This year,
Delta has added more than 400 additional kiosks and enhanced functionality
so customers can do more. Additionally, Delta kiosks are just one of five
different ways customers can check-in for their flights. With 70 airports
transformed, Delta offers more check-in choices in more cities than any
other airline in the world. These choices include kiosks, virtual check-in
via, curbside check-in, delta direct and traditional ticket
counter check-in.
Any e-ticketed, domestic customer can use Delta kiosks to check-in for
their flights. A record 93% of Delta customers traveling systemwide are
now using electronic tickets. “Our industry-leading technology is making
travel easier for Delta customers especially during the holiday season,”
said Lee Macenczak, senior vice president, Sales and Distribution. “We`re
providing unparalleled convenience from curb to gate, in addition to
virtual check-in online at .”

Delta`s kiosk focus is part of its $30 million investment in airport
transformations this year. Delta`s industry-leading airport model is now
available to customers in 72 airports including Atlanta, Boston, Chicago,
Cincinnati, Dallas/Ft. Worth, Los Angeles, Orlando, Salt Lake City, Tampa,
Houston`s Hobby airport, and New York`s LaGuardia airport.

“Over 70 percent of our customers now benefit from the speed and
convenience of our new airport model,” said Cordell. “Our customers are
getting through our airports better, faster and friendlier than ever
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 in the lobby and gate areas. The first of its kind, Delta Direct
phones provide customers, who have complex ticket changes or transactions,
fast access to dedicated Reservations representatives. Over 1.2 million
customers this year have been assisted through Delta Direct phones.


Delta Air Lines, the world`s second largest airline in terms of passengers
carried and the leading U.S. carrier across the Atlantic, offers 6,362
flights each day to 458 destinations in 82 countries on Delta, Song, 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 visit .



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