Interim queuing system is the latest in string of innovations to enhance customer experience.
ATLANTA – Customers traveling through B Concourse at Atlanta's Hartsfield–Jackson International Airport will notice a more streamlined boarding process at five Delta departure gates.
The latest upgrade to the boarding process features branded pillars to create four parallel lanes, keeping customers out of the walkway and providing a separate queuing area for Premium customers and those needing special assistance. The airline plans to roll out this interim solution to additional airports if customer feedback continues to be positive.
"We tested a variety of boarding processes, and our customers and employees let us know that this iteration makes their experience better," said Bill Lentsch, Delta's Senior Vice President – Airport Customer Service and Airline Operations. "We're excited to provide this interim solution, and we'll continue to evaluate new processes and technologies to make the customer experience even better."
As Delta develops new solutions to improve the boarding process, the airline looks to take the "hold room" feel out of the gate space and create an interactive area full of meaningful distractions that keep customers engaged and entertained while they wait, Lentsch explained.
"Delta is determined to create the friendliest airport customer experience in the industry," said Tim Mapes, Delta's Senior Vice President & Chief Marketing Officer. "Improving boarding is a major priority for us, and we want it to be as easy as possible for our customers and airport customer service agents. As this new boarding process rolls out, our customers will experience less crowding and confusion at the gate in addition to a more seamless transition when entering the plane."
Delta is a key partner in the $6 billion infrastructure modernization project at the world's busiest hub and this boarding process will continue to rollout at Delta gates across Hartsfield–Jackson International Airport as part of a $400 million terminal and concourse renovation.
This boarding adjustment is the latest example of Delta's commitment to innovation. The airline has also implemented innovative customer experience solutions like RFID baggage handling, real-time bag tracking via the Fly Delta mobile app, more efficient and high tech security lanes and a groundbreaking app that helps Delta pilots avoid turbulence for a more comfortable flight. Last November, Lentsch discussed Delta's ongoing boarding tests in a column on the Delta News Hub.
Small tweaks to the Delta boarding process over the past few years have led to the implementation of zone boarding based on loyalty. The enhanced pillar queuing system will continue to allow customers to board by zones.
Delta to fly newer, quieter, more efficient aircraft at New York's LaGuardia Airport
Delta will stop flying MD-88 aircraft on a scheduled basis at New York's LaGuardia Airport effective March 2. The airline will instead fly existing MD-88 routes on a mix of quieter, more fuel-efficient Airbus A320 family aircraft, Boeing 737s and a limited number of MD-90 mainline aircraft, minimizing environmental impact at the busy airport and reducing overflight noise for millions of nearby residents.
"We're committed to providing our customers an exceptional flying experience when traveling through New York airports while also considering our responsibility to the communities where we live and serve," said Henry Kuykendall, Delta's Vice President – New York. "Delta flights on quieter, more efficient and larger aircraft are good for the community and will also support NextGen initiatives around more fuel-efficient GPS routes in New York airspace, the most congested in the world."
As New York's No. 1 airline, Delta's removal of the roughly 30 daily scheduled MD-88 departures from LaGuardia underscores its commitment to travelers flying through the primarily business-focused airport. Later this year, Delta service between Atlanta and LaGuardia will fly on larger-gauge Airbus A320s and Boeing 737-900ERs, which feature all-new, modern interiors with large, sculpted overhead bins and, on the Boeing 737-900ER, seat-back in-flight entertainment.
"We welcome Delta Air Lines' positive and responsive decision to retire these aircraft, which will provide some much-needed noise relief to all nearby neighborhoods," said New York Senator Chuck Schumer. "Delta's commitment to updating its fleet at LaGuardia is a very helpful step toward improving environmental and quality-of-life issues. Newer and quieter aircraft bring benefits not only to Delta and the flying public but also to the communities surrounding LaGuardia."
"I am thrilled over Delta's decision to use quieter airplanes at LaGuardia, and I applaud the airline for being responsive to the needs of Queens residents," said Rep. Grace Meng (D-Queens). "Delta's move will have a positive impact on airplane noise over our borough, and it will make a difference to those who reside near the airport. I look forward to building on this switch to quieter aircraft and working with airline officials to further mitigate airplane noise."
"Delta's decision to begin using quieter, more modern aircraft at LaGuardia Airport is a win-win for travelers and the airport's surrounding communities," said Rep. Joe Crowley (D-Queens, the Bronx), whose district includes LaGuardia Airport. "It is a move that is not just about improving the quality of the traveling experience but also about improving the quality of life for New Yorkers on the ground. While airplanes can never be truly silent, we can work to make them less disruptive to the families who live nearby and I applaud Delta for taking steps toward that goal."
"We welcome any upgrade that will improve the quality of life for residents in the vicinity of the airport and all of Queens," said New York City Councilmember Julissa Ferreras-Copeland. "I commend Delta for listening to the concerns voiced by our community and other elected officials. And I look forward to deepening my partnership with Delta and LaGuardia Airport to ensure open communication and that the needs of our community are met."
"Airplane noise is a major concern for many Queens residents, but also one that has proven difficult to solve," said Queens Borough President Melinda Katz. "That's why we appreciate Delta's effort to help quiet the skies around LaGuardia Airport by updating its fleet of airplanes. We are pleased with this important investment and thank Delta for being a solid community partner."
Delta expects to take delivery of more than 50 new aircraft this year, including Boeing 737-900ERs, Airbus A321s, A330-300s and the Airbus A350, the airline's international flagship. In 2018, Delta is scheduled to take delivery of the Bombardier CS100. All aircraft feature state-of-the-art efficiency and engine decibel performance. Delta will redeploy MD-88 flying at its other U.S. hubs.
Building on the more than $2 billion Delta has invested in New York airports over the past seven years, the airline recently announced its plans to redevelop its terminals at LaGuardia as part of a broader plan to redesign and rebuild the facility.
Tatiana is the news coordinator for TravelDailyNews Media Network (traveldailynews.gr, traveldailynews.com and traveldailynews.asia). Her role includes monitoring the hundreds of news sources of TravelDailyNews Media Network and skimming the most important according to our strategy.
She holds a Bachelor's degree in Communication & Mass Media from Panteion University of Political & Social Studies of Athens and she has been editor and editor-in-chief in various economic magazines and newspapers.
