News

Delta earns plaudits for customer service initiatives

June 30, 2002

ATLANTA -- Thanks in part to its self-service, check-in kiosk program, Delta Air Lines (NYSE:DAL) has flown away with the Brand Keys Customer Loyalty Award in the airline category for the second consecutive year.

Customer-loyalty metrics firm Brand Keys presents the award, which is now in its fifth year. The firm polled 17,000 adult Americans for their opinions on 158 brands in 28 categories, and measured the findings based on Brand Keys' metrics system.

Delta officials credited the introduction of self-service check-in kiosks, virtual check-in capabilities, personal flight notification systems, and enhanced electronic gate information screens for creating customer loyalty.

Delta currently is expanding its kiosks program from 100 kiosks to about 400 by year's end. The kiosks, which allow customers to select seats, request upgrades, and check baggage, will be available in about 80 U.S. cities by the end of 2002.

Delta also announced on July 1 that its shuttle service between Boston, New York, and Washington, D.C., would extend its "20 Minutes of 20,000 Miles" promotion until Aug. 30. The promotion guarantees that Delta Shuttle flyers between the three cities will reach their gate within 20 minutes of checking in or using Delta's kiosks or receive 20,000 bonus frequent-flyer miles. The promotion is available between Mondays and Fridays.