Delta pilots video chat with customer services

DCA pilot project gives customers another channel of choice to connect with Delta for assistance

Delta Air Lines is trialling a video chat Ronald Reagan Washington National Airport (DCA).

Five interactive digital screens with individual receivers are now featured at the redesigned Delta Sky Assist so passengers can connect face-to-face with Delta specialists.

Passengers simply pick up a receiver, start the live video chat with one touch on the screen and are on their way to anything from changing a flight to sharing feedback.

One of the video screens is located on the wall at a height to better serve passengers with disabilities and there is an option to chat via text.

Delta says it wants passengers to connect with them using the platforms they prefer. Delta already encourages passengers to contact Reservations via social platforms like Twitter and Facebook, in addition to email and the phone.

Charisse Evans, Vice President — Reservations Sales and Customer Care:

“More and more people are choosing video chat to connect in their everyday lives, so we wanted to bring that channel to Delta customers. We have the best specialists in the business — and now, they’ll be able to deliver customer solutions in an even more personal, face-to-face way.”

N.B. Image credit: Delta

Internet links

Delta (DL)