Delta has launched phase one of a test program design to enhance the gate experience and streamline boarding at Atlanta’s Hartsfield-Jackson International Airport T Concourse in Georgia, USA.
As part of the three-month pilot project, customers traveling through T1, T2 and T3 gates will encounter mobile agent pods. These are modern podiums with a smaller footprint than traditional gate counters, which opens up space for more efficient boarding and additional customer seating, and handheld Nomad devices that allow gate agents to make seat changes, to check bag status and more, while also freeing agents to more easily engage with customers rather than standing behind a traditional gate counter.
As part of the test program, boarding pillars create four parallel lanes, enhancing organization at the gate and providing customers with a clear path to boarding, and e-gates enable passengers to efficiently self-board by scanning their smartphone or boarding pass.
Gil West, Delta’s chief operating officer, said, “Developing and testing these innovations is an important part of our ongoing effort to improve the gate and boarding process for our customers. This project marks a milestone as it will ultimately allow us to realize the collective impact of several boarding innovations on the overall travel experience.
“These developments will also accelerate the culture of hospitality by minimizing barriers between agents and customers, driving even more personal engagements and exceptional customer service.”
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 Ronald Reagan Washington International Airport outside of Washington DC.
