ATLANTA,
June 28, 2017
/PRNewswire/ -- Delta Air Lines (NYSE: DAL) has rolled out
100 handheld devices to help gate agents drive more personal
engagements with customers at its home airport in Atlanta. The convenient "Nomad" tool is the
size of a cell phone and gives agents the ability to make seat
changes, rebook customers, check bag status, board or check-in
customers, and print bag tags and boarding passes all in the palm
of their hand.
"Exceptional customer service sets Delta apart from our
competitors and, with mobile devices now in hand, our agents can be
more proactive in providing solutions to customers no matter where
they are in the airport," said Gareth
Joyce, Delta's Senior Vice President – Airport Customer
Service. "As we evolve this technology, the opportunities are
endless for agents to leverage innovative thinking to create
engaging moments while helping customers along their
journey."
Nomad devices will save customers time, cut line waits and
help Delta teams better adjust staffing when bad weather or other
factors impact the operation. And this is just an early version of
the tech. The global airline plans to continue to source employee
and customer feedback to learn what other capabilities these
devices should have, all while expanding the test to other hub
markets.
Over the past year, Delta has led the industry on a number
of innovative customer solutions like replacing ID
checks throughout the travel ribbon with fingerprint
scanning, biometric-based self-service
bag drop, RFID baggage
handling, real-time bag
tracking via the Fly
Delta mobile app,
more efficient and high
tech automated
screening lanes and a groundbreaking
app that helps Delta
pilots avoid turbulence for a more comfortable flight.
Delta first piloted the mobile customer service device
concept in Miami where agents
shared their thoughts on what functionality would be most useful on
blue sky days and when bad weather impacts the
operation.
"We loved having this tech in Miami," said Roger
Williams, Delta Operations Service Manager. "Agents would
carry it right out of the break room and on to the concourse, and
were immediately ready to help customers. Our feedback drove real
change – we suggested they add this or improve that and updates
were made to the device, including simple touches like adding a
seat map view."
The Nomad device got its name from the freedom it provides
agents to move around and untether from a computer when helping
customers.
About Delta:
Delta Air Lines
serves more than 180 million customers each year. In 2017,
Delta was named to Fortune's top 50 Most Admired Companies in
addition to being named the most admired airline for the sixth time
in seven years. Additionally, Delta has ranked No.1 in the Business
Travel News Annual Airline survey for an unprecedented six
consecutive years. With an industry-leading global
network, Delta and the Delta
Connection carriers offer service to 322 destinations
in 58 countries on six continents. Headquartered in Atlanta, Delta employs more than 80,000
employees worldwide and operates a mainline fleet of more than 800
aircraft. The airline is a founding member of the
SkyTeam global alliance and participates in the
industry's leading transatlantic joint
venture with Air France-KLM
and Alitalia as well as a joint
venture with Virgin Atlantic. Including
its worldwide alliance partners, Delta offers customers more than
15,000 daily flights, with key hubs and markets including
Amsterdam, Atlanta,
Boston,
Detroit, Los
Angeles, Minneapolis/St.
Paul, New York-JFK and
LaGuardia,
London-Heathrow, Paris-Charles de
Gaulle, Salt Lake
City, Seattle and
Tokyo-Narita. Delta has invested billions of
dollars in airport facilities, global products and services, and
technology to enhance the customer experience in the air and on the
ground. Additional information is available on the
Delta News Hub, as well as
delta.com, Twitter
@DeltaNewsHub,
Google.com/+Delta, and
Facebook.com/delta.
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SOURCE Delta Air Lines