News

Delta kiosks earn high marks

September 11, 2005

ATLANTA, Ga. - In a recent study, Best and Worst of Kiosk Environments, 2005, by Forrester Research, Delta's self-service kiosks in New York's LaGuardia Airport received a near-perfect score for location, signage, workspace and design. According to the report, "The best kiosk layouts make it easy for customers to know where to line up and who goes next - even when there's a crowd waiting for the machine." The report noted that with more than 20 kiosks available at LaGuardia and clear signage, customers benefit from easy access, even during busy periods, and are also provided a clear path when they are finished with their transaction.

"We're very excited about the high marks our kiosks received from Forrester's research and very pleased that our self-service kiosks are making travel faster and easier for customers. Delta continues to transform itself to improve our customers' travel experiences, and they'll be able to take advantage of even more services, including being able to use kiosks for international travel, later this year," said Rich Cordell, senior vice president, airport customer service.

Delta continues to expand both the number of kiosks - there are nearly 1,000 kiosks in about 100 locations - and the locations within airports and at off-site locations where customers can quickly check-in, choose their seats and obtain their boarding pass. For example, kiosks are now being placed in the gate areas of airports such as Atlanta's Hartsfield-Jackson International Airport to benefit connecting customers, and earlier this year Delta added kiosk functionality in select Avis Rent-a-Car locations.

"We are pleased that our self-service kiosks are doing exactly what they are intended to do - providing our customers flexibility and choice in how they do business with Delta," said Josh Weiss, Director-ACS Operations & Strategy. "It is reassuring to see how many customers have embraced the technology. Combining delta.com with self-service check-in options streamlines our customer's travel experience from start to finish. Our customers can check-in via a kiosk in less that a minute and that saves them valuable time."