Delta has launched the first phase of a new “gate and boarding experience” at its Atlanta hub.
Passengers travelling through T Concourse gates T1, T2 and T3 during the three-month project will encounter new features including:
- Mobile agent pods, which are smaller than traditional gate counters and are designed to free up more space for efficient boarding and additional customer seating
- Handheld nomad devices, allowing staff to action services including making seat changes and check bag status, while at the same time “freeing agents to more easily engage with customers rather than standing behind a traditional gate counter”
- E-gates, enabling passengers to self-board by scanning their smartphone or boarding pass
The trial will also incorporate the new boarding line pillars introduced by the carrier at Atlanta earlier this year.
Delta says that a second phase of the trial will focus on increased agent mobility, the customer’s digital experience, and how to integrate biometric boarding based on tests currently underway at Reagan Washington International airport.
Commenting on the trial Delta’s COO Gil West said:
“Developing and testing these innovations is an important part of our ongoing effort to improve the gate and boarding process for our customers. This project marks a milestone as it will ultimately allow us to realize the collective impact of several boarding innovations on the overall travel experience
“These developments will also accelerate the culture of hospitality by minimizing barriers between agents and customers, driving even more personal engagements and exceptional customer service.”