American airline Delta Air Lines has introduced an upgraded boarding process in Concourse B at Hartsfield–Jackson Atlanta International Airport in Georgia, US.

Deployed at five Delta departure gates, the new boarding upgrade is part of a $6bn infrastructure upgrade project at the airport.

Delta Airport Customer Service and Airline Operations senior vice-president Bill Lentsch said: “We tested a variety of boarding processes, and our customers and employees let us know that this iteration makes their experience better.

“We’re excited to provide this interim solution, and we’ll continue to evaluate new processes and technologies to make the customer experience even better.”

“As this new boarding process rolls out, our customers will experience less crowding and confusion at the gate in addition to a more seamless transition when entering the plane."

During the project, branded pillars will be installed to create four parallel lanes, which will include separate queuing areas for premium passengers and customers who require special assistance.

Delta senior vice-president and chief marketing officer Tim Mapes said: “Improving boarding is a major priority for us, and we want it to be as easy as possible for our customers and airport customer service agents.

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By GlobalData

“As this new boarding process rolls out, our customers will experience less crowding and confusion at the gate in addition to a more seamless transition when entering the plane.”

Delta’s modernised pillar queuing system will also help travellers board their flight by zone.


Image: Delta’s new boarding process with branded pillars to create four parallel lanes. Photo: courtesy of Delta.