Delta unveils redesigned boarding process at Hartsfield–Jackson Airport


Delta Air Lines has unveiled phase one of a test programme designed to improve gate experiences and streamline boarding processes for passengers at the T Concourse at Atlanta’s Hartsfield–Jackson International Airport in the US.

During the three-month pilot project, passengers will trial a wide range of new features while they travel through the T1, T2 and T3 gates in the T Concourse.

The travellers will be able to use new mobile agent pods that are modern podiums with a smaller footprint than traditional gate counters.

This provides additional space to ensure efficient boarding and additional customer seating.

The gates are also equipped with handheld nomad devices that enable agents to make seat changes, check bag status, and easily communicate with customers instead of standing behind a traditional gate counter.

"This project marks a milestone as it will ultimately allow us to realise the collective impact of several boarding innovations on the overall travel experience."

New boarding pillars have been built to create four parallel lanes that help improve organisation at the gate and provide passengers with a clearer path to boarding, ensuring improved traffic flow.

In addition, the airline has installed E-Gates that will allow travellers to board aircraft by scanning their smart phone or boarding pass.

Delta Air Lines chief operating officer Gil West said: “Developing and testing these innovations is an important part of our ongoing effort to improve the gate and boarding process for our customers.

“This project marks a milestone as it will ultimately allow us to realise the collective impact of several boarding innovations on the overall travel experience.

“These developments will also accelerate the culture of hospitality by minimising barriers between agents and customers, driving even more personal engagements and exceptional customer service.”

Later this year, the airline will carry out phase two of the test programme, which will focus on enhanced agent mobility, digital experiences at the gate and integration of biometric boarding.