TECHNOLOGY is changing the way that customers interact with Delta Air Lines and in order to continue building a great experience, the company is investing $120 million in new technology. Ninety per cent of customers check-in online and Delta’s iPhone and Android apps have been downloaded 5.5 million times. More and more passengers on Delta’s wi-fi flights are using @DeltaAssist to tweet customer services with queries and receive an answer before they land.
The airline has already completed the first phase of its website upgrade simplifying passengers’ journeys and providing greater control over travel experience. Kiosks are also being improved to accelerate the check-in process and, new for 2013, Delta has released its My Delta app for iPad. It includes My Delta where customers can check and amend trip histories, bookings, loyalty balances, payment preferences, My Trip which includes information on flight connections, hotel bookings, car hire, and destination guides, My Wallet which provides all receipts for customers – especially useful for business travellers and What’s next which is a status feature that guides customers to the next point in their journey.
Delta knows that for many executives a flight is a quiet space to work and has pioneered the rollout of wi-fi services. With 800 jets online in the domestic United States already, it runs one of the world’s largest fleets of wi-fi ready aircrafts. With positive feedback, Delta is now looking to roll-out wi-fi on its long-haul aircraft. Customers will see broadband becoming available on Delta’s international routes with long haul services being connected by 2014. Passengers will have the ability to view the ground below in a unique way that includes maps, social networks, and internet content while connected to the internet on any of Delta’s wi-fi-equipped aircraft.