Comments on: Your Take: Customer Experience Planning & Development

By: deltaman54

deltaman54 — Sun, 01 Aug 2010 05:52:14 +0000

first time i flew delta i loved it even though there were delays, but i have some suggestions. i was wondering if delta can fly from san diego international airport to narita. while i was researching i saw that the a330 can take off at a 8,500ft runway and the runway at san diego airport is 9,000 something feet.
please email me when one of u guys from delta answer @ fltsim556@gmail.com

Thank you delta for letting us post our suggestions

By: Darien Red Sox

Darien Red Sox — Sun, 05 Jul 2009 20:31:51 +0000

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.

By: JasonJSmith

JasonJSmith — Thu, 02 Jul 2009 18:29:35 +0000

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.

By: theairlineblog.com

theairlineblog.com — Thu, 02 Jul 2009 15:37:44 +0000

Jeff re:JSprague24

Even better Jeff! Let the people ride the conveyors !

By: Jeff Coons

Jeff Coons — Thu, 02 Jul 2009 15:36:00 +0000

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.

By: JSprague24

JSprague24 — Thu, 02 Jul 2009 03:01:50 +0000

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.

By: Jeff Coons

Jeff Coons — Mon, 29 Jun 2009 14:49:53 +0000

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.

By: greenjl

greenjl — Sat, 27 Jun 2009 13:52:58 +0000

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.

By: greenjl

greenjl — Sat, 27 Jun 2009 13:50:56 +0000

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.

By: rcvideo

rcvideo — Thu, 25 Jun 2009 23:12:24 +0000

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.