Delta - Allison Ausband

E.V.P. and Chief Customer Experience Officer Allison Ausband talks about the ways Delta is using digital innovation and infrastructure upgrades to make the airport journey as seamless, hands-free and “walking speed” for customers as possible.

Already this year, we’ve opened new terminals at LAX and New York-LGA that were thoughtfully redesigned with the customer in mind. One of the coolest aspects of the new T3 terminal at LAX is a 250-foot LED digital backwall in the lobby which spans the entire length of the check-in and bag drop counters. (Fun fact: It’s wider than both the wingspan and the nose-to-tail length of Delta’s flagship aircraft, the Airbus A350!) Currently, the screen shows dynamic content such as real-time Delta Sky Club volume indicators and flight status information, wayfinding in both English and Spanish, and intuitive icons to help guide customers based on their travel needs. A quick glance at the backwall allows our customers to easily absorb information as they navigate the check-in lobby. And there is so much more this technology will allow us to do in the months and years ahead.

We unveiled domestic Digital ID technology at our Atlanta and Detroit hubs late last year, and we’ll soon make those capabilities available at our new terminals at LAX and LGA as well. Digital ID is facial matching technology that allows customers to opt in to check bags, go through security and board completely hands-free by using their digital identity, powered by TSA PreCheck. A “digital identity” is made up of a customer’s SkyMiles Member number, passport number and known traveler number from the TSA PreCheck or CBP Global Entry program.

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