Delta Air Lines’s latest innovative test program at Ronald Reagan Washington National Airport in Virginia enables customers to speak face-to-face with customer service agents via a video chat facility in the terminal.
Five interactive digital screens with individual receivers have been installed at the redesigned Delta Sky Assist kiosk, enabling customers to simply pick up a receiver and initiate the live video chat with one touch on the screen. One of the video screens is located on the wall at a height to better serve customers with disabilities and there is also a keypad option for engagement via text, which is the direct result of feedback from Delta’s Advisory Board on Disabilities.
Charisse Evans, vice president — reservations sales and customer care, Delta Air Lines, said, “More and more people are choosing video chat to connect in their everyday lives, so we wanted to bring that channel to Delta customers. We have the best specialists in the business and now, they’ll be able to deliver customer solutions in an even more personal, face-to-face way.”
The Delta Sky Assist pilot project is the next phase in the airline’s mission to improve the customer experience. Delta already encourages customers to contact the reservations team via social platforms like Twitter and Facebook, in addition to email and the phone.