Delta Gate and Boarding Redesign Pilot Project Comes to Atlanta

Staff Report From Metro Atlanta CEO

Monday, July 31st, 2017

Delta launched phase one of a test program designed to enhance the gate experience and streamline the boarding process. As a part of this three-month pilot project at Atlanta’s Hartsfield–Jackson International Airport, the following will be deployed at T1, T2 and T3 gates:

Handheld nomad devices allow gate agents to make seat changes, check bag status and more, while also freeing agents to more easily engage with customers rather than standing behind a traditional millwork.

Mobile agent pods are modern, mobile podiums with a smaller footprint, opening up space at the gate for more efficient boarding and additional customer seating.

Boarding pillars – branded pillars that create four parallel lanes – not only enhance organization at the gate but also provide customers with a clear path, improving traffic flow.

E-Gates enable passengers to seamlessly and efficiently self-board by scanning their smart phone or boarding pass.

Later this year, phase two of testing will focus on increased agent mobility, the customer’s digital experience at the gate and how to integrate biometric boarding based on testing under way at Reagan Washington International Airport.

All of these developments accelerate the culture of hospitality by minimizing barriers between agents and customers, driving even more personal engagements. And, they will give agents back time, enabling them to refocus their energy from manual tasks to those that leverage their exceptional customer service skills and training.

“Vital to this pilot project is employee feedback,” said Ekrem Dimbiloglu, Delta’s Director – Airport Customer Experience. “By sharing your insights, ideas and recommendations with us, we’ll be able to incorporate them to further improve the gate area and boarding process in Atlanta and beyond.”

These gate and boarding enhancements are the latest examples of airline’s investments in innovation. Over the past year, Delta has led the industry on a number of 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.

“Developing and testing these innovations is an important part of our ongoing effort to improve the customer travel experience,” said Gil West, Delta’s COO. “Delta people are not only the core of our exceptional customer service, but also crucial to our innovation strategy. We appreciate your candor, patience and flexibility as we test new offerings.”

If you are in Atlanta, be sure to come check out T1, T2 and T3 gates. We’ll keep you posted on the pilot project, feedback we are incorporating from it, and what’s next as we enhance the gate and boarding process.