Delta Air Lines has enhanced its customer
service operations at
Ronald Reagan Washington National Airport (DCA) with live video
Interactive digital screens with individual
receivers are now featured at the redesigned Delta Sky Assist so
customers can connect face-to-face with Delta specialists.
Customers simply pick up a receiver and initiate
the live video chat with one touch on the screen.
“More and more people are choosing video chat to
connect in their everyday lives, so we wanted to bring that
channel to Delta customers,” said Charisse Evans, Vice President —
Reservations Sales and Customer Care. “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.”
Furthering Delta’s commitment to implementing
innovative solutions that are available to all customers, one of
the video screens is located on the wall at a height to better
serve customers with disabilities. The design concept also
features a keypad option for engagement via text, which is the
direct result of feedback from Delta’s Advisory Board on
Disabilities, a group comprised of Delta customers with
disabilities and thought leaders in the accessibility space.
Delta is at the forefront when it comes to
embracing technology for customer service. The airline already
encourages customers to contact its reservations department via social platforms
like Twitter and Facebook, in addition to the more traditional
methods such as email and phone.