Delta Ramping up For Airport Gate Improvements
<B>Delta Ramping up For Airport Gate Improvements</B>
By David Jonas
Delta Air Lines is developing several new technologies to help business travelers avoid lines and get on flights faster. The carrier demonstrated initiatives ranging from remote checkin to modernized airport displays last month at the National Business Travel Association's annual convention.
To alleviate congestion in the gate area, Delta is rolling out customer information displays at several airports. The large plasma screens show basic flight information, estimated boarding times by row, weather, food to be served onboard, aircraft type and onboard bathroom locations. Delta even is tinkering with adding standby lists so travelers know where they are in line.
"We found that 70 percent of customers at the gate were asking questions that are easily answered by these displays," said Maureen Brady, Delta's director of airport customer service.
The carrier expects to have the displays installed within two months at Boston, Chicago and New York LaGuardia and the remaining top 10 airports by year-end. Implementation is expected at 10 more airports next year.
United Airlines last year began testing a similar system at its Chicago O'Hare hub. Dubbed "The Word," United's system displays alternative flight possibilities, including service from other airlines, and tells travelers where they stand in the upgrade pecking order.
Delta, meanwhile, is trying to empower its top passengers to bypass the gate agent altogether. Remote checkin for Medallion level SkyMiles members will be tested this fall and is expected to roll out sometime next year. Qualifying elite frequent flyers will receive new SkyMiles cards with bar codes, which will enable recognition at the gate after they check in earlier that day via a toll-free telephone number.
Several other carriers now offer Internet-enabled remote checkin, including Alaska Airlines, British Airways, Northwest Airlines and Singapore Airlines (BTN, July 31).
Delta's other airport technology developments include state-of-the-art displays for gate agents, which will integrate several information systems. As a result, agents will have the most up-to-date flight and passenger specifics.
Also expected "in the very near future" is wireless access to e-mail and corporate intranets in Delta Crown Rooms, gate areas and even nearby hotels. Access will be furnished by SoftNet Systems, a San Francisco-based consortium broadband provider that includes Cisco, CMGI, Compaq and Nokia.
"To put it simply, passengers are never going to have to worry about finding a telephone hookup again," said Vince Caminiti, Delta's senior vice president of sales and distribution. "In fact, we're talking with SoftNet about finding an in-aircraft solution for the same services we're offering on the ground."
SoftNet said exact airport implementation dates will be determined in the near future, but the company identified Delta's high-priority locations as Atlanta, Cincinnati, Dallas/Ft. Worth, Salt Lake City and Delta Shuttle terminals in the Northeast.
Other carriers, including American Airlines via a partnership with MobileStar, are wirelessly connecting travelers to the Internet. Also, many airlines are exploring inflight wireless Internet access, though progress has been slow.
Delta last year invested $1.2 billion on technology initiatives and thus far spent hundreds of millions just on streamlining passenger processes at the airport. Many of the carrier's new technologies are tested in Jacksonville, Fla., due to the close proximity to its Atlanta hub and high share of business traffic.
In other Delta news, the carrier last week introduced the new Boeing 737-800 into its shuttle fleet. Customers will see two more inches of leg room, larger overhead bins and new seats. Three planes will arrive each month until all 16 are phased into the fleet by January.