If you’re one of our frequent customers you probably spend a lot of time in one of our airports on your way to your next meeting. And while you were there, have you found yourself thinking “Why can’t I…” or “I wish I could (fill in the blank)”.
Well those are exactly the questions that my colleagues and I on the Customer Experience Planning & Development team ask every day. Even when we travel for fun or work each of us take careful notes about what the experience is like and how we might improve or change it and talk about those ideas as soon as we’re back in the office. What could we do better? How did we do? What worked really well?
So, as you think about the time you spend in an airport, what is important to you? Is it the variety of concessions? The security checkpoint experience (ok, ok, I don’t like taking my shoes off either!)? Checking bags? What should we be thinking about to improve your journey through the airport?
Jeff Coons
Manager – Ground and Shuttle
June 23rd, 2009 at 4:06 pm
Hey Jeff!
One of my biggest issues is finding power. There are not too many power outlets in most airports and some have those handy desks just for laptops, but they fill up fast. Having more access to power at more seats would really help.
More recently I have been question the usefulness of the e-podiums. I am a huge tech guy and I LOVED them when they first came out (and no one was using them). I am able to get checked in very quickly, but then end up sitting there for a long time waiting for the person to give me my bag-tag.
I think I would have to say my biggest problem is waiting for checked bags. I went through all the check-in process, security, waiting, flying, getting off the plane, and now I have to wait for my bag.
On the plus side, I really enjoy it when an airline clearly shows what stage in the boarding process they are in (either zone, row, etc) with signage.
Good luck with the survey!
David Brown
http://www.theairlineblog.com
June 23rd, 2009 at 4:55 pm
I think I speak for many Delta flyers when I say I’m an information junkie. The more the better. The screens showing flight information, standby lists, etc in the gate areas rank as one of my favorite airport innovations in the last decade.
That said, I find myself watching them and reading the same generic information over and over again waiting for the screens I care about to come up. How about reprogramming them so that the standby, upgrade, and cleared lists come up every other screen? Something like:
* regional weather
* standby list
* breezeway explanation
* upgrade list
* explanation that a seat request is a valid bording card if you’re on the cleared list
* cleared list
etc
This might minimize the time I need to stand there like an idiot staring at the screen.
Speaking of information, the #1 post gave me an idea. Surely Delta must have some crazy information bus behind the scenes (powered by Tibco, I remember hearing once?). Maybe as bags get scanned at the arrival airport (surely they get scanned somewhere between the plane and the carousel, right?), this data could be used to calculate an estimate of when they will show up on the carousel. Delta could text me to give me an ETA on my bag. How cool would that be? This is particularly a problem in Atlanta when arriving from an international destination and you have to recheck your bag before leaving customs. It always seems to take forever to get out to the main terminal!
Another idea that would help on international travel is pre-printed immigration forms. The pre-flight confirmation email could contain a link to print out the immigration/customs forms appropriate to my destination with my basic information already filled in. You already know my name and passport number, so why not, right?
PS – I’m writing this on DL1760 somewhere over Wisconsin. First experience with in-flight WiFi. It’s great! Speedtest.net says ~1 Mb/sec download and ~.3 Mb/sec upload which is pretty good for general browsing. What are other people seeing for Internet speeds?
June 23rd, 2009 at 7:21 pm
The screens with connecting gate information listed as we de-plane are helpful, but would be even more helpful, especially on planes in IFE in each seat would be to be able to view the connecting gate information on the screens on the plane. This could be another option on the menu with Flight Arrival Time Estimate etc…
If there was connecting gate information AND flight status (delayed / time etc..) would be an added bonus.
Also, an indication at the gate as to whether the plane is equipped with IFE and/or Internet would be great. I understand that posting it on the Delta.com website may not be feasible due to aircraft changes etc. However, it would be helpful to know at the gate – should I get my email in the terminal or can I just do it on the plane.
June 23rd, 2009 at 7:23 pm
Jeff,
I appreciate you and your team soliciting suggestions here, and while at an airport I often think of things that could be done better they aren’t jumping into my head right now.
My suggestion would be for Delta to register and maintain a Twitter account. While waiting for flights I have plenty of time to let Delta know what they are doing right and wrong and Twitter is a great medium to achieve this.
Would love to see this soon.
June 24th, 2009 at 12:22 am
I wish there were a kiosk or two at each gate, that would allow me to maybe change my flight (last minute) or even buy an upgrade from the Kiosk with out having to deal with the gate agent as there tends to be long lines from time to time.
Segway Rentals at large Airports like JFK, where I can rent one in Terminal 2 gate 1 and ride it the half hour it normally takes me to walk to gate 4.
Why can’t I have grape fruit juice on my flights?
Why don’t you guys sell Asprin or other meds on the flight in case someone feels funny.
Why can that dude with the super big suitcase can carry it on but I have to check my tiny carry on because he hogged the overhead? Why can’t the gate agents watch what people are bringing on?
I also would like to have a little bee bee gun in the JFK Terminal 3 so I can shoot down those little birds that crapped on me last week.
June 24th, 2009 at 8:51 am
I always appreciate it when there is ample room close to the security checkpoint to ” get my bearings.” Many times, there is no real room close by to put your shoes back on/put your laptop back.
June 24th, 2009 at 9:32 am
layble, what kind of information would you like to see from our twitter account? http://twitter.com/deltaairlines
June 24th, 2009 at 10:02 am
I think some airlines do a pretty good job interacting with their twitter followers. Writing to an airlines customer service feels like talking to a wall sometimes. This blog really gives the feeling of talking to someone (which is great) and I think twitter takes it to the next level. Instead of Delta being this big airline with lots of people, twitter seems to put a face on the airline.
And we all know how longwinded people can be sometimes, twitter only gives them 140 characters to give their rant or rave.
With some airlines it lets people know the wifi updates, when planes are updated, but I think the most important is interacting with the customers when they put a @DeltaAirLines out there, making the airline more than just transportation from A to B, but gives people a real connection to the airline. Like “man Delta Air Lines is following me and is my friend that is awesome.”
David
June 24th, 2009 at 10:59 am
I like seeing the monitor displays at each gate showing the flight information, standby list, cleared list, weather information. It would be even better if they were available for HNL, LAS, SNA, ONT to name a few of the airports that do not have them. Why don’t they have them?
June 24th, 2009 at 11:10 am
The post asks specifically about ground service, so here are some suggestions limited to ground/airports. Most of my comments have to do with improving my ability to get in and out of the airport with maximum comfort and calm.
Improve speed of luggage delivery in ATL. Particularly for international rechecks as suggested above, but in general. Delivery is extremely slow compared to other major airline hubs.
Increase available power outlets if possible. In particular, increase available power outlets in Crown Rooms (Sky Clubs, whatever).
Improve updates of service delays. I travel a lot and understand being delayed a bit on occasion. But it bothers me to arrive for boarding for an “on time” flight only to discover 15 minutes later that the flight is actually delayed. Fix this sort of thing.
Improve announcements of boarding times/delays in Sky Clubs.
Revisit the boarding process to reduce passenger crowding around the gate before boarding. Rope off breezeway during zone 1/2 boarding (during zone 1/2 boarding some jerk always tries to skip the line through the breezeway lane).
As someone suggests above, improve kiosk check-in luggage tagging. There are lots of ways to do this; I’m sure you can figure it out.
Reduce surliness of terminal check-in personnel at ATL. Even first/business service is truculent. When employees talk to each other instead of me while checking me in, it reduces my sense of service satisfaction and also makes me fear that they will make mistakes.
Move the SFO Sky Club BEHIND the security checkpoint. Absurd that it’s set up this way.
Install a variety of ATMs. ATL has Wachovia exclusively, for example. Helping people avoid a small ATM fee is a small victory.
Advocate for remodeling the ATL inter-terminal walkways. Sometimes it’s nice to walk if one has time or is getting on/off a long flight. The walkways that parallel the train are dated and unpleasant. One passage has an art exhibit that’s been there forever. I like the idea of showing art; would be nice to have more or have exhibitions cycle.
Advocate for increased availability of fresh/healthy foods in all terminals. ATL is riddled with fast food. The Sky Club offers apples and that’s it. Food service in the Sky Club could be improved more generally.
Add notices to gate LCD displays to remind passengers what (if any) food service is offered on-board. An audible reminder is announced very close to boarding, but a small notice could be placed in the left-side blue area.
Not exactly a ground issue, but related: wherever possible, insure that flight crews announce arrival gates after landing/during taxi to help orient travelers upon arrival in the terminal.
As for Twitter, it’s nice that Delta maintains an account but it is updated infrequently and mostly (entirely?) with marketing messages. It could be used more effectively. Twitter offers an opportunity for Delta to be both interesting and responsive.
June 24th, 2009 at 12:01 pm
Please train the airport agents to handle both Delta and Northwest issues. There seems to be a lot of “I can’t help you, please see the Delta/Northwest agent for assistance.” Now that everyone is in the same uniform, this back and forth stuff is confusing for passengers.
June 24th, 2009 at 1:03 pm
gt1646b – Great suggestions, especially regarding the GIDS display. Do others think this kind of change would make the GIDS displays more user friendly and the information on them more quickly accessible?
Also, you mentioned a pre-populated customs declaration. Have you considered using the U.S. Customs and Border Protection Global Entry program? More info is available here. It’s not at every airport, but if you travel internationally on Delta and return to the U.S. via Atlanta, you can use your Global Entry status there. Once CBP approves you no longer need to complete the declaration (if you’re a U.S. citizen). Simply swipe your passport at the Global Entry kiosk, verify your identity with a fingerprint or two and you’re on your way… it’s really that simple. I’ve been a user for several months now and the time it saves me in Customs and Immigration is invaluable… well worth the $100 that the government charges you for the program.
June 24th, 2009 at 1:41 pm
1. reliable, free wi-fi.
2. reasonably priced food/drinks.
June 24th, 2009 at 3:10 pm
Free wifi in the terminal buildings is nice. Like BDL has free wifi, but when I had my 3 hour layover in ATL I couldn’t check my email or anything without paying a high price for it.
June 24th, 2009 at 3:24 pm
I think Delta specifically has done a great job in the past few years innovating with their gate information plasma/lcd screens and a very good job with the automated emails about delays… but…
The issue is getting ACCURATE information to the passengers.
Case in point… was in BOS last night flying back to ATL. Flight 1871, delayed due to weather… scheduled dep at 5:55, delayed to 6:25 then 6:40. At 6:50pm the automated announcement says the new departure time was 6:40pm…. 10 minutes in the past. I laughed out loud, then pulled up FlightAware and found that the inbound equipment was about 30 mins out. I was able to tell several passengers around me about this and calm them down.
Why can’t Delta give the real-time flight tracking information to gate agents and passengers so they can see what the real expectation of a flight departure time would be?
June 24th, 2009 at 3:53 pm
I agree with the Free WiFi – especially at the hub airports. I am not going to pay to use WiFi during a 2 hour layover, but I would like to be able to get on-line easily. As I only fly once every 30-60 days, I am not going to sign up for a WiFi account with T-Mobile or whoever else is running it at the airport. There just isn’t value there.
June 24th, 2009 at 8:43 pm
It’s all about the information. Informed passengers are happy passengers.
Since many of those standing around the gate are alternating between the information screen and their iPhone/Blackberry, why not bring the gate info screen to them? Either through a web page in My Itineraries on delta.com or a dedicated iPhone app (integrated with paperless check-in). Give me Delta Messenger on steroids, and let me choose to get as much data as I want or just enough to get me from A to B.
And, when I get off the plane, let my iPhone direct me to my connecting flight: Flight 56 to Cincinnati departing at Gate A16, Turn right off the end of the jetbridge, seven gates down on the left, (better yet with an interactive terminal map) boarding begins in 20 minutes, restroom on the right, nearest SkyClub at B24, your flight is delayed, press here to be connected to Medallion customer service, etc. etc.
I’d also like to vote for gt1646b’s idea of pre-printed immigration forms (for both outbound and inbound). Let me print them out at home during web check-in or have the kiosk spit them out at the airport.
June 24th, 2009 at 9:57 pm
It would be helpful if the GIDS display would show in a standard spot, like the last entry, the location of the closest Delta Sky Club (example: Nearest Sky Club at A17). This can be particularly useful when rebooking or special services are required at a connection point, without bothering the gate agents.
When I first started flying Delta through ATL, I had a devil of a time figuring out where the Crown Room Clubs were from the maps in the center of each concourse. Finally, an airport employee explained that Delta has no control over the maps, and the maps don’t show the clubs (or didn’t at that time).
June 24th, 2009 at 10:21 pm
I will echo power outlets. The “recharge stations” that are in ATL are okay…but having to stand. However, now that I discovered the USB chargers on most of the transcon planes, my blackberry doesn’t need much charging anymore so that’s nice.
Another one is ADEQUATE TRAINING for ground agents. I spent the other day in JFK trying to do “Same Day Standby”. Every single agent I spoke with (and ones they called) got this confused with “Same Day Confirm”, even when I tried to explain to them this benefit for Platinums and Golds. Further, I even showed them the link on Delta.com discussing this benefit, but they still told me “the standby list is closed” and “there are no places for same day confirm” and “we don’t do standby, just same day confirmed”.
June 24th, 2009 at 10:22 pm
in my last comment, please change “but having to stand” to “but having to stand there instead of sitting is not too pleasant.”
June 24th, 2009 at 11:04 pm
I agree, free WiFi would be a great benefit at hub airports (at least). I know DTW has a WiFi service ran by the WCAA (Wayne County Airport Authority) that they charge for so I don’t know how they can go around that.
All NW hubs should be updated with the GIDS system, including the real-time gate announcements. I found those to be pretty useful when I’ve connected through ATL before. I don’t know how you would be able to do it in DTW though as the ceilings are extremely high, making it improbable to place an LCD screen in the ceiling.
Move things around in the DTW check-in area. Have self-service check-in kiosks in the lobby area instead of in the counters. This makes it much easier for people that know what they’re doing when it comes to checking-in.
Watch for people who violate the carry-on baggage allowances. And as for onboard, don’t let people who sit in the back of the plane put their bag in the front. It’s so inconsiderate and unsafe for people to do that. That not only inconveniences the passenger sitting near that bin, it also adds a liability on Delta when it comes to lost baggage. It just puzzles me that people think it’s okay to do this.
Have agents more readily available when needed. (i.e. Service delays)
Delta tends to be ahead of the pack when it comes to the airport experience. I personally enjoy flying with Delta/Northwest because of how technologically advanced you guys are. Keep up the great work!
June 24th, 2009 at 11:49 pm
I agree on the need for power outlets and free wi-fi. Perhaps Delta could extend the Lilypad concept to other terminals besides CVG (free hotspots are sponsored by an advertiser).
On the kiosks – make them able to process 99% of check-in requests. For example, sometimes my corporate travel department combines DL with another non-Skyteam airline, like Lufthansa. I depart from CVG on a DL flight. Even though the two itineraries are ticketed separately, but linked (so that LH will know if my DL flight doesn’t arrive), the DL kiosk can’t check me in for the DL flight. I understand that DL can’t issue a LH boarding pass, but give me my DL pass so I can get on my way to the connecting city instead of waiting 10-15 minutes for an agent. LH’s kiosk system works like this, so it is definitely possible. I’ve also experienced some kiosk issues traveling with “babes in arms” and sometimes not being able to check-in via passport for an int’l flight.
At ATL, I would appreciate installation of movable walkways in the concourses. It is a real haul if you land at the end of one concourse (like D or E) and have to get to a T gate. DTW does it right, in my opinion.
Although I haven’t had to fly standby or wait for an upgrade in some time, it would be cool if you could send me a text saying that I had been cleared. That way, I can hang out near the gate (maybe in a nearby lounge or restaurant).
Speaking of lounges – restore Sky Club access for Platinums flying domestic itineraries. I fly mostly international, but it really steams me every time I fly domestic itineraries that Platinums don’t get free access (as we did 3-4 years ago).
June 25th, 2009 at 12:10 am
ScottC — WiFi is always a product that is in high demand, especially from our customers. At the airport, almost always the Wifi purveyors in the terminal are under contract with the airport as a concessionaire. Delta, unfortunately, usually can not offer a competing service to that offered by the airport. At least not in similar spaces (like the concourse). We can, and do, offer it in our Sky Clubs, where it is complementary!
Or, ScottC, you can surf and check your email where I find myself doing it most often – from my seat at 35,000 feet! Give our Gogo® Inflight Internet
a try next time you are on board. Look for the WiFi decal next to the boarding door to alert you that the airplane is WiFi equipped. If you’re truly geeking out, Chris B. posts regular updates on the number of airplanes that are WiFi equipped by each fleet here.
Thanks for the comments!
June 25th, 2009 at 1:58 pm
Jeff, I’m trying to be constructive here, but you guys have a lot to learn about talking to your customers in a forum like this.
In your post, you asked what would make things easier on the ground. A lot of people said, understandably, free WiFi. Then you said “we don’t have any control over that.” And then, worse, you launched into an advertisement for your Gogo in-flight WiFi product. That’s lame.
Here’s an alternative: in your original post, tell us what your office has control over. What are the areas you can and do change? We are not clairvoyant and we do not know how Delta is run. Or even better, take our suggestions and *just go figure it out*. We shouldn’t have to navigate the corporate and governmental bureaucracy of airlines and airports. That’s what you do, or what you should do.
I’ll give you a head start: would it be possible for Delta to negotiate credits or limited-duration WiFi accounts in the airports they service (at least ATL, JFK, SLC, CVG) as a part of a booked fare? Maybe you’d pay $5 more on Delta.com and get WiFi credit in the form of a redemption for the duration of your layover, or for an hour before your flight. That’d be a really unique offering.
June 25th, 2009 at 2:06 pm
Thanks for your feedback everyone! Awesome ideas.
ibogost, let’s give jeff some serious credit here – this is his first post and he’s both listening and engaging with ya’ll to make for a better airport experience, which is certainly not lame in my book (and I’d imagine anyone else’s here). Appreciate your suggestions and your help.
Think of the airports as the airlines’ landlords: We pay them for the space so that you can fly on Delta planes. Sure, I’d love to pay X amount more on my apartment rent each month and get free bundled amenities or discounts on my cable bill but that’s not how it works. Sometimes you have to pay the providers separately. Travelpost has a pretty comprehensive list of Wi-Fi enabled airports you can check out, including prices.
Or, as Jeff suggested, find your closest Delta Sky Club and enjoy FREE Wi-Fi, drinks and snacks, etc etc etc. There are over 50 of them, including in all of our major hubs. And they’re hot.
June 25th, 2009 at 2:08 pm
I would like to see departure screens in a better location in Sky clubs. In many of them screens are not easily seen.
I agree with another post. Better boarding process. Sometimes I feel like I am flying Southwest with everyone congregating to be 1st in line. And they have a Zone 5 card! Maybe make announcements instead of reading screens.
Delta also needs a better boarding process overall. I flew TPA to ATL last week on an emergency trip. The coach boarding process was idiotic. They called zones and the line to get on the plane through jetway was a 15 min wait to get on plane then even longer to get luggage in bins and seated. Took forever to load plane.
Sky clubs need to be past security, such as SFO.
Make announcements on plane for connecting gates. That used to happen, why did it stop?
June 25th, 2009 at 6:01 pm
Jeff: excellent first post!
I’ll echo gt1646b’s great suggestions, especially regarding the GIDS display, alternating lists more often (I too often think I look like an idiot looking at the screen so long waiting for my info.) I appreciate the connecting and nearest SkyClub info when arriving, i’d love to see an iPhone app for that too.
At the airport, I’d like to see more “starbucks-style” communal tables with lamps & lots of power outlets to sit and work.
With Clear’s demise I’d also like to see better management of security lanes. There HAS to be a better way to separate the slow-pokes who may only fly once in a while from those of us who have the routine down pat.
At LAX, why can’t First and Bix pax simply leave their bags to be scanned with the check-in agent, rather than navigate yet another line to drop bags?
June 25th, 2009 at 6:39 pm
ibogost…I guarantee every employee posting on the Delta blog is passionate about making the customer experience better, faster, easier, etc.
Your comments and participation are welcomed and encouraged, but realistically it would be next to impossible to tell you “what our office has control over” because it’s different from airport to airport, state to state and country to country.
Thanks for your suggestions!
June 25th, 2009 at 6:45 pm
ibogost: it might not be perfect, but this is a wonderful opportunity. There are not many airlines that give fliers this sort of opportunity to give feedback directly to the people that could do something with it!
David
June 25th, 2009 at 7:12 pm
Maybe this belongs on another section of the blog, but it does concern ground operations. I know the flight attendants are busy during boarding, but I wish they would better monitor what passengers put in the overhead bins. Recently I was made to check my bag before boarding and when I finally got on board I noticed several people had put laptop bags overhead when they had room under the seat in front of them. This was in First Class no less. I realize if you have a bulkhead seat you have to put your laptop in the overhead but nowhere else. This is a little thing, but at my destination I had to wait about 45 min for the bag to appear at baggage return.
June 27th, 2009 at 9:50 am
The most valuable thing to me, by far, would be text message flight updates like Southwest does. It’s much quicker to check than having to dial into my voice mail. Southwest is outstanding on this issue. I wish you would do something similar to their “Flight Notification” program.
June 27th, 2009 at 9:52 am
The other huge glaring issue to me involves somethign as simple as having an agent ready to attach the jet bridge on an arriving flight. I can’t tell you how often we have to wait on this. Yesterday, flying IDA/SLC/ORD we had to wait at both SLC and ORD at least 5 minutes.
Southwest never has this issue, never. I hate to keep bringing up the Southwest service comparison, but frankly, they are way ahead of legacy carriers on these issues.
June 29th, 2009 at 10:49 am
golich17 – Thanks for your comments about technology in the airport and especially the GIDS displays. You may not have noticed, but the MSP and MEM hubs have had the pre-merger NW GIDS product in place for at least a year. The display is on the second monitor in the podium backdrop. Information displayed there includes the standby, upgrade and cleared list as well as seats remaining for check in. While it’s not out in the holdroom as the product is at ATL and other airports, it does provide the information you’re looking for. Our colleagues in Airport Customer Service and I.T. are looking at the possibility of bringing gate audio and the in hold room GIDS displays to the hubs that don’t yet have the technology.
July 1st, 2009 at 11:01 pm
Two things come to mind:
Can you expand the GIDS screens to more airports? I know CMH has the voices that go along with the system, but no screens. I’d like to see them there mostly to see how many seats are available. If the GIDS as it currently exists would be too expensive to add to non-hubs & major DL airports, maybe a more basic system could be created & installed other places that just had the seat counts, upgrade availability & a few other things.
Also, is there any way Delta or Atlanta could re-open the tunnel between Concourses B & C at ATL? I know it was there a few years ago & saw it was closed when I was there last week. It would’ve been a great shortcut between my inbound flight from CMH (came in on the north end of B) & my connecting flight leaving on C instead of having to run from the end of B to the train & back to the end of C.
July 2nd, 2009 at 11:36 am
JSprague24: I remember that tunnel from years ago flying on EA!
Unfortunately, reopening it for pedestrian use is unlikely as it’s been converted to support our baggage sortation system in ATL, and now contains conveyors.
July 2nd, 2009 at 11:37 am
Jeff re:JSprague24
Even better Jeff! Let the people ride the conveyors
!
July 2nd, 2009 at 2:29 pm
I have been reading a lot of the previous posts and I agree with the majority that the more information the better. One thing I think would be helpful would be for something I call a ‘hub alert’.
At wheels down we all like to power up our cell phones. It would be nice to get an alert at that time that notes the arrival gate, connecting gate, updated connection departure time, and in cases of potential missed connections, the option to rebook with a simple return text.
It would also be nice if FAs went from helpful to forceful in facilitating priority deplaning for close connections. Adding connection time information to the materials FAs get prior to or in flight would help.
Overall, I think it would be great if steps could be taken to improve the logistics of the connecting experience. If I am going to miss a connection then I would like to be able to get off my late flight knowing there is no sense in trying to run, what my status is for later flights, and if possible the status of checked baggage.
July 5th, 2009 at 4:31 pm
Liked a lot of the ideas here. I can always say all the Delta personnel I have met when traveling have been very helpful. One thing I would like to see would be if jet bridge boarding could be added to more regional flights at Atlanta. I often wonder why Delta is spread out through all five concourses at ATL. I know that E has to be a shared concourse because of the international flights but what about moving the Delta Gates in D and T to C so the Delta Gates would all be more together? Is this possible? Also an iPhone application would be nice to get flight information about you flight and connections.