Delta Air Lines, Inc. is one of the largest and most successful air carriers in the United States, with active operations in Atlanta, Boston, Detroit, Los Angeles, Minneapolis/St. Paul, New York (JFK), New York (LaGuardia) and Salt Lake City.
They connect nearly 200 million travellers to 300 destinations in 50 countries. Their flights depart about 15,000 times a day. With such high demand and footfall from passengers, it was only essential for them to install a queue management system that organises and directs customers at the airport. This would include supporting customers through flight delays, cancellations and extended waiting periods – all while they waited in the comfort of the Sky Club Lounge.
And so, to ensure that their passengers, their safety and travel plans, and the staff on duty would experience optimised and frictionless passenger flows, they approached Wavetec for queue management expertise and advice. In particular, Delta Airline Sky Club management was concerned about the growing queue for the shower areas.
Visiontron is Wavetec’s partner in the USA. They have been in the People Guidance industry for over 50 years. They design, manufacture and market solutions for valued patrons and dedicated staff to navigate foot traffic in a safe, orderly and engaged manner. Their goal is to ensure that your customers make the most of the time they spend with you!
Delta Airlines decided to deploy a Ticket Dispensing Kiosk, complete with a Customer Calling Application (Web TSU), a Notification system for SMS alerts and Spectra Dashboards and Reporting. These were installed at multiple Delta Sky Club lounges.
Sky Club members are frequent Delta flyers, and this convenience has been saved for their benefit!
Affording their clients self service and contactless solutions, Delta is on track to reaching industry-leading standards of customer service.
Benefits to be Expected
Delta Airlines is on track to see:
- Reduced passenger queuing times
- Environmentally sustainable with no physical tickets
- Increased passenger satisfaction
- Improved staff productivity
- Optimised resource allocation
- Reduced operational costs, increased productivity
- Higher Return on the Investment (ROI) of installation
- Insightful analytics and reporting
Passenger Journey Flows
When a customer arrives at the airport for inquiries, flight booking, cancellation or rescheduling, they approach the self-service kiosk and select the service they would like to avail of that day.
They are then issued a paperless ticket, via an SMS/email alert. This will also include a link to view the status of the queue – how much longer till the ticket-holder’s turn, how many people ahead of them, etc. The passenger can therefore track the live queue while they wait for their turn.
Once their number has been called they receive another alert via SMS/email that directs them to the relevant counter number and ambassador.
After having been served, the passenger concludes their journey by submitting their feedback through the survey link they received via digital channels.
Wavetec’s Queue Management system also provided a seamless waiting experience for the use of the shower in the Sky Club Lounges. Passengers would obtain a place in the virtual queue, be alerted of their status, how much longer till their turn, etc. – all in real-time. The result was reduced queues for the showers, allowing passengers to avail of café facilities while waiting.
A message from Wavetec
“Our growth in the USA has been increasingly optimistic and we look forward to future opportunities! Delta is an ideal example of a client with great exposure and unique needs who required a customized solution, and received just that!” – Salman Agha, Head of Global Customer Support, Wavetec