Loading page...

Delta Airlines

Project Images: 
Industry: 
Airlines
Location: 
USA | WAVETEC

Delta Airlines deploys
Wavetec Self-Service Queue Management Software 
to manage passenger traffic effectively

 

Delta Air Lines, Inc. is one of the largest and most successful air carriers in the United States, with active operations in Atlanta, Boston, Detroit, Los Angeles, Minneapolis/St. Paul, New York (JFK), New York (LaGuardia), and Salt Lake City.

 

 

Management Requirements

 

They connect nearly 200 million travelers to 300 destinations in 50 countries. Their flights depart about 15,000 times a day. With such high demand and footfall from passengers, it was only essential for them to install a queue management system that organizes and directs customers at the airport. This would include supporting customers through flight delays, cancellations, and extended waiting periods – all while they waited in the comfort of the Sky Club Lounge.

And so, to ensure that their passengers, their safety and travel plans, and the staff on duty would experience optimized and frictionless passenger flows, they approached Wavetec for queue management expertise and advice. In particular, Delta Airline Sky Club management was concerned about the growing queue for the shower areas.

 

 

Solution Deployment

 

Delta Airlines decided to deploy a Ticket Dispensing Kiosk, complete with a Customer Calling Application (Web TSU), a Notification system for SMS alerts, and Spectra Dashboards and Reporting. These were installed at multiple Delta Sky Club lounges.

Sky Club members are frequent Delta flyers, and this convenience has been saved for their benefit!

 

Affording their clients self-service and contactless solutions, Delta is on track to reaching industry-leading standards of customer service.

 

 

Benefits to be Expected

 

Delta Airlines is on track to see:

 

  • Reduced passenger queuing times

  • Environmentally sustainable with no physical tickets

  • Increased passenger satisfaction

  • Improved staff productivity

  • Optimized resource allocation

  • Reduced operational costs, increased productivity

  • Higher Return on the Investment (ROI) of installation

  • Insightful analytics and reporting

 

 

 

Passenger Journey Flows

 

When a customer arrives at the airport for inquiries, flight booking, cancellation, or rescheduling, they approach the self-service kiosk and select the service they would like to avail of that day.

They are then issued a paperless ticket, via an SMS/email alert. This will also include a link to view the status of the queue – how much longer till the ticket-holder’s turn, how many people are ahead of them, etc. The passenger can therefore track the live queue while they wait for their turn.

 

Once their number has been called they receive another alert via SMS/email that directs them to the relevant counter number and ambassador.

After having been served, the passenger concludes their journey by submitting their feedback through the survey link they received via digital channels.

Wavetec’s Queue Management also provided a seamless waiting experience for the use of the shower in the Sky Club Lounges. Passengers would obtain a place in the virtual queue, be alerted of their status, how much longer till their turn, etc. – all in real-time.
 

The result was reduced queues for the showers, allowing passengers to avail themselves of café facilities while waiting.

 

 

A message from Wavetec

 

Our growth in the USA has been increasingly optimistic and we look forward to future opportunities! Delta is an ideal example of a client with great exposure and unique needs who required a customized solution, and received just that!

 

Salman Agha,
Head of Global Customer Support, Wavetec

 

 

About: 

 

Delta Air Lines, Inc., typically referred to as Delta, is one of the major airlines of the United States and a legacy carrier. It is headquartered in Atlanta, Georgia.

 

 

 

 

Blog Articles

Retail Technologies & Trends

Powerful yet flexible, the Aralco Retail System is designed to perform in every capacity, from large multi-store networks with multiple POS registers using local area networking, to simple single-...

Queue Systems

Queue Management Systems have been almost synonymous with Digital Signage Systems, usually simple numeric ones to display ticket numbers and guide customers to the point of...

Retail POS Systems

Many POS systems do not have adequate inventory features needed to manage merchandise that comes in sizes and colors (referred to here as dimensions).

...

Self-service Kiosks

It’s late at night and you’re heading towards the airport, thinking about the high roaming charges and the possibility that you won’t be able to catch any...

Appointment Systems

From the company that brought you WhatsApp Queuing, here are WhatsApp Appointments! This is a solution that is convenient for use and customer onboarding.

...
POS Care

Dirt and residue can deposit and build on your Aralco POS receipt printer's print-head over time especially dust and small bits of papers generated from daily paper-roll...

Blog Articles

Retail Technologies & Trends

Powerful yet flexible, the Aralco Retail System is designed to perform in every capacity, from large multi-store networks with multiple POS registers using local area networking, to simple single-...

Queue Systems

Queue Management Systems have been almost synonymous with Digital Signage Systems, usually simple numeric ones to display ticket numbers and guide customers to the point of...

Retail POS Systems

Many POS systems do not have adequate inventory features needed to manage merchandise that comes in sizes and colors (referred to here as dimensions).

...

Self-service Kiosks

It’s late at night and you’re heading towards the airport, thinking about the high roaming charges and the possibility that you won’t be able to catch any...

Appointment Systems

From the company that brought you WhatsApp Queuing, here are WhatsApp Appointments! This is a solution that is convenient for use and customer onboarding.

...
POS Care

Dirt and residue can deposit and build on your Aralco POS receipt printer's print-head over time especially dust and small bits of papers generated from daily paper-roll...