Delta’s latest tech innovation is a customer service system that uses video chat to connect travelers at airport assistance centers with the airline’s reps. It’s being tested first at Reagan National Airport in Washington.
Five interactive digital screens with individual receivers have been added to Delta’s Sky Assist at the airport. Customers pick up a receiver to start the chat. One of the screens is set up at a lower height and with facilities for disabled customers. The on-screen reps can handle issues from changing a flight to sharing feedback.
Delta’s VP for Reservations and Customer Care says “More and more people are choosing video chat to connect in their everyday lives, so we wanted to bring that channel to Delta customers.” Delta has also actively encouraged customers to use social media, including Twitter, to contact the airline.
