Delta’s boarding process setup in Atlanta, GA (Photo: Delta)

Delta Introduces Updated Boarding Process in Atlanta

Delta Air Lines is changing things up at their hub airport in Atlanta. The major air carrier has started testing an updated boarding process at five gates in the B concourse of Atlanta’s Hartsfield-Jackson International Airport. If all goes well, the process could expand to other airports across the country.

Delta has adopted the use of a four-parallel line boarding process using pillars, much like Southwest Airlines’ boarding process. With Southwest, customers are not assigned a seat, but instead, they receive a boarding group and position. These positions correspond with pillars erected in the boarding area. When their respective group is called, passengers line up in order behind the pillar with their number.

This method speeds up the boarding process and keeps things in order. Delta Airlines has created a system very similar to that of Southwest, except that Delta customers are assigned both boarding groups and seats. When called, those with Sky Priority will line up behind the Sky Priority post, those in Group One will line up behind the Group One post, and so on. Delta says this new process will keep customers clear of the walkways.

When called, those with Sky Priority will line up behind the Sky Priority post, those in Group One will line up behind the Group One post, and so on. Delta says this new process will keep customers clear of the walkways.

“Improving boarding is a major priority for us, and we want it to be as easy as possible for our customers and airport customer service agents,” said Tim Mapes, Delta’s Senior VP and Chief Marketing Officer.

The Atlanta-based carrier is continuing to improve the boarding process to turn it into an “interactive area full of meaningful distractions” to keep the customers entertained rather than making the boarding area feel like a “hold room”.

In a recent statement, Delta’s Senior VP of Airport Customer Service and Airline Operations, Bill Lentsch, commented, “We tested a variety of boarding processes, and our customers and employees let us know that this iteration makes their experience better. We’re excited to provide this interim solution, and we’ll continue to evaluate new processes and technologies to make the customer experience even better.”

Along with the new boarding process and seating areas, the company has introduced real-time bag tracking from their Fly Delta mobile app and more efficient security checkpoints. Along with airport improvements, Delta is also working to improve the passenger experience in the air by providing their pilots with a new app to help avoid turbulence.

Matthew Garcia
Matthew Garcia
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