We all know them. We see them in the airport donning that famous red blazer. They are Delta Red Coats and it’s their pleasure to serve you.
With the busy holiday travel season behind us, we wanted to build on the travel tips we’ve shared via social media the past few months and give you some insight on what you can expect from Delta in 2011. To that end, I sat down with one of our very own Red Coats for some insight into their world.
Delta: Thanks for taking the time to talk with us Michelle. Shall we start off by sharing a little background on our Red Coat program?
Michelle: Sure! The program was revitalized in 2007 at our New York-JFK hub. Today there are about 800 of us in many large airports across the U.S.
Delta: What does a typical day look like for you?
Michelle: Every day I assist customers from all walks of life and from all over the world. I work at Delta’s Detroit hub, where we see customers from all over the U.S. and Canada as well as Asia, Europe and South America. I walk around the airport and see customers arriving from Brazil, returning to Paris or on their way to Japan.
Delta: Yes, our Red Coats are certainly famous for your ability to provide one-on-one help from anywhere in the airport. So how exactly do you assist customers without being behind a counter?
Michelle: We’ve got new technology and the know-how to get what you need. We use hand-held devices to resolve problems on the spot and issue printed boarding passes, meal vouchers, Sky Club passes, travel passes and other coupons.
Delta: That’s great. And lastly, can you share any advice with our customers traveling in 2011?
Michelle: Of course. While we’re here in the airports to serve you, there are some tools customers can use to help themselves if they wish. We have kiosks that can help with flights and information as well as scan-and-go stations where a simple scan of your boarding pass can give you a new one in most situations if you need to be rebooked.
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