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eBoarding Now Available at Even More Locations

Published January 31st, 2011 in Airport, delta.com, Destinations, Mobile, Planning & Booking | 13 Comments →

Back in the summer of 2008 when we launched mobile boarding check-in, it was the industry’s latest and greatest move forward in customer technology. A little more than two years later, we dramatically added to the number of locations globally where you can scan your eBoarding pass on your smartphone.

Delta eBoarding Pass

As a global airline we know how important it is for you to have eBoarding access in international as well as domestic cities. With 52 eBoarding pass enabled cities around the world, now you can travel through 43 cities in the US and nine airports in Europe with an eBoarding pass right from your phone!

We added 24 new eBoarding pass enabled locations since December including:

  • Berlin-Tegel, Germany (TXL)
  • Charlotte (CLT)
  • Des Moines (DSM)
  • Dusseldorf, Germany (DUS)
  • Fort Myers (RSW)
  • Frankfurt, Germany (FRA)
  • Grand Rapids (GRR)
  • Hartford/Springfield (BDL)
  • Jackson Hole (JAC)
  • London – Heathrow, United Kingdom (LHR)
  • London – Gatwick, United Kingdom (LGW)
  • Miami (MIA)
  • Milan-Malpensa, Italy (MXP)
  • Munich, Germany (MUC)
  • New Orleans (MSY)
  • Philadelphia (PHL)
  • Pisa, Italy (PSA)
  • Rome, Italy (FCO)
  • St Louis (STL)
  • San Antonio (SAT)
  • Stuttgart, Germany (STR)
  • Tampa (TPA)
  • Tulsa (TUL)
  • Venice, Italy (VCE)

We’re constantly adding new locations to our list, just visit delta.com/checkin and select the mobile check-in options for all the cities where eBoarding passes are available.

And the mobile upgrades don’t end there! In 2010 we improved mobile.delta.com and launched our popular iPhone and BlackBerry applications, each of which have built in tools that allow you to check-in and access an eBoarding pass from the palm of your hand. Coming soon, we’ll also add our Android app to the mix and continue to add new features to each of our apps in the future.

We’re listening to your feedback and delivering more tools to improve your travel experience and provide hassle-free check-in options. Have you had the chance to use an eBoarding pass recently? We want to know what you think.

Rick E.

Product Manager delta.com & Self Services

Rebook Your Flight With Our New iPhone App Update

Published January 10th, 2011 in delta.com | 3 Comments →

What better way to begin 2011 than with an exciting new Delta iPhone app feature? This one is all about making rebooking easier for you—because as much as we’d love to control all of the things that can impact your travel (like weather!), sometimes changes to your flight schedule are inevitable. A great first option to rebook your flight has always been delta.com, which is why today we’re excited to announce that same feature coming to the latest version of our Delta iPhone app.

The app works similar to our existing rebooking functionality on delta.com.* You can now adjust your impacted flight schedules right from your iPhone when we issue an advisory or cancel your flight in advance. The newest features include the ability to:

  • See if you’ve been automatically rebooked
  • Pick another flight from a list of suggested itineraries
  • Search for alternates, including flights into nearby airports
  • Share your new flight details

We may not have a say in the weather, but we’re working hard to give you the tools that give you the best options available. We hope you like the new feature! Let us know what you think about the enhancement.

P.S. Don’t forget you can use any Delta app for free with GoGo Inflight Internet!

Jonathan M.

delta.com

*All ticket changes are subject to the rules of the purchased ticket.

How To: Rebook Your Travel Plans

Published January 7th, 2011 in Airport, Customer Care, delta.com, Operations, Planning & Booking | 29 Comments →

We know many of you are being affected by severe weather and hear your concerns. We’re doing our best to get you where you need to be, and recognize the questions many of you have been asking on our social media channels. To help address some of these common concerns and reach all of you at once, I’ve summarized your frequently asked questions here on the blog:

Q: What’s the best way to rebook a cancelled or delayed flight?

A: The fastest and easiest way to rebook is on delta.com. You can do that here: http://bit.ly/DL_Rebook.

If you’re traveling to, from or through Atlanta we’re enabling you to make changes to your itinerary due to severe weather for travel happening between Jan. 9 through Jan 11. Remember that tickets need to be reissued on or before and travel must occur no later then January 13.

If you purchased your ticket from a travel agency or online travel site, you may need to contact that agency or site for assistance. Alternatively, if you are a Delta SkyMiles member make sure your contact information is up-to-date so we can reach you with updated travel information if needed.

Q: I tried delta.com but couldn’t access the site. What now?

A: As a result of the high volume delta.com was running slower than usual at times, especially if you were trying to rebook. The issue has being addressed and the website has stabilized, but if you’re still having trouble you can call our reservations assistance line or reach out to us in Twitter.

Q: What’s the best phone number to call?

A: Our reservations assistance line is 1-800-221-1212.

Q: What if I can’t reach a customer service agent immediately by phone?

A: Because of the severe disruption the weather has caused, we’re experiencing an extremely high volume. While our call centers are fully staffed, you may still encounter a wait as we work to rebook customers and particularly those with travel plans occurring within the next 24 hours.

If you can’t get through to an agent right away please try back shortly. Because of the volume of calls it make take a few tries to get placed in line.

Q: If I want to get help through Twitter, what should I do?

A: Follow, tweet and direct message us at @DeltaAssist and an agent will follow up with you shortly. Please know that as with our other outlets, @DeltaAssist is also experiencing high volumes, so you may receive a response from a Delta Assist agent using @Delta.

Q: What else can I do to prepare for a possible delay or cancellation?

A: Check your flight status and weather advisories frequently (http://bit.ly/DL_advisory) and sign up for Delta Messenger to receive real-time alerts (http://bit.ly/DL_Messenger).

I hope this helps answer your questions about the rebooking process. Thanks for your continued patience and we look forward to helping in any way we can.

Jerry F.

Manager, Reservation Systems & Social Media

Got Time? Get Rewarded.

Published January 6th, 2011 in delta.com, Planning & Booking | 21 Comments →

Many of our experienced travelers have heard this announcement at the gate before: “Ladies and gentlemen, today’s flight is going to be very full. If you have flexible travel plans and would be willing to take another flight, please come see us at the desk.”

We know that soliciting volunteers to rebook to a later flight adds time for us at the gate and can lead to departing after the scheduled flight time, which we always try to avoid.

In November, we moved this announcement earlier in your travel process for U.S. domestic flights by allowing you to volunteer to take a later flight as soon as you check in (assuming you have flexible travel plans). This allows us to eliminate the “auction” process at the gate, lets you tell us how much value you place on changing your travel plans and gives our agents more time to rebook you and get the flight out on time.

Once you tell us you’re interested we’ll ask how much you’d like to receive in travel vouchers in exchange for your flexibility. The system allows you to enter any whole dollar based on typical values offered to customers during the volunteer process.

Your offer is forwarded electronically to the agents already at the departure gate for review, which allows our agents an early start on rebooking you on the next available flight while you’re en route to the gate area. This new technology is a great time saver for our flexible customers because it allows us to have your revised travel options ready to discuss with you when you arrive at the gate in the event we decide volunteer seats are needed.

Of course, if your travel plans are not flexible, there’s no need to volunteer. By soliciting volunteers early, our goal is to avoid inconveniencing anyone. If, however, an involuntary denied boarding occurs, our standard policies apply which provide up to $400 if you’re scheduled to arrive 1-2 hours later than your original arrival (1-4 hours later internationally) and up to $800 if you are scheduled to arrive more than 2 hours later than your original arrival (more than 4 hours later for international) should you be forced to take a later flight.

Over the last few years, we have made substantial improvements in reducing the number of customers asked to give up their seats involuntarily, in large part thanks to our customers who are flexible. For the first nine months of 2010, only about 0.04 percent of mainline Delta customers were asked to give up their seats involuntarily – the best rate among major U.S. airlines according to the U.S. Department of Transportation.

Across our system we’re continuing to innovate and find ways to put you in control of your travel options as early in the process as possible. From online and mobile check-in to accepting bag fees online and notifying you immediately of a potentially oversold flight, we want our technology to tell you as much about your travel as possible from your first click.

If you have seen or used these new options in your travels with us, we’d like to hear from you. How did it work? Did you like the new options?

Cheryl B.

Product Specialist

delta.com and Self Service

Looking For Travel Inspiration? “Embark” With Us.

Published December 8th, 2010 in delta.com | 1 Comment →

Traveling to faraway destinations can be a bit overwhelming. Where should I go and what should I do? You have so many choices and so little time.

That’s why we’re excited to introduce “Delta Embark,” a new, online travel guide available through the Google Chrome web store.

Check it out to learn more about our worldwide destinations and get recommendations for:

  • Dining – Taste the best in town, from burgers to haute cuisine
  • Nightlife – Find your vibe among the city’s clubs and bars
  • Shopping – Buy your souvenirs where the locals shop
  • Bucket List – Learn the “can’t miss” spots
  • Calendar – Plan a trip around upcoming events
  • Insider – Get transit, packing, and other tips

It’s easy to find tips for specific destinations or you can even use Delta Embark to decide where you should go based on location, time of year, climate or other details that match your criteria. Delta Embark will also tell you the best ways to explore featured cities and the latest hotspots. Plus, it’s a breeze to save destination details and trip ideas to build the perfect itinerary and view it later.

Try it today and get ready to embark on the trip of a lifetime!

What do you think of Delta Embark? What destinations would you like to see added?

Chris P.

delta.com

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