News

Delta marks '03 kiosk milestone

July 24, 2003

Delta is increasing the availability of self-service technology in its top 81 airports to speed customers through check-in, at a projected cost of $30 million. Delta has already implemented more technology at some 40 airports, including Atlanta, Boston, Chicago, Cincinnati, Dallas/Ft. Worth, Houston's Hobby airport, Los Angeles and New York's LaGuardia airport.

Delta is adding more than 400 additional kiosks and enhancing functionality to include international check in and more. With this change, Delta will give customers access to more than 850 kiosks throughout its domestic system, more than any other airline.

In addition to kiosks, the airport makeovers include Delta Direct phones, which provide customers with complex ticket transactions fast access to dedicated Reservations representatives.

(See related story Delta to rely more on kiosks, phone banks for check-in)

"Our goal is to ensure that no e-ticketed, self-service customer waits longer than two minutes to check in, even during peak travel times," Cordell said.

Delta's supplier of self-service kiosks is Kinetics, Inc., based in Lake Mary, Fla. Kinetics has more than 3,000 automated check-in kiosks in use at nearly 150 United States airports, according to the release.

(See related stories Delta strikes agreement with Continental to expand interline ticketing through kiosks, Delta's kiosks receive Computerworld award, Delta offers miles as incentive for kiosk useand Delta customers turned to self-service check-in kiosks 7.4 million times in 2002)