Delta trials redesigned gate and boarding experience at Atlanta’s Hartsfield-Jackson


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So-called ‘Nomad’ devices will empower Delta’s frontline staff to serve customers in a more proactive manner.

Delta Air Lines has launched phase one of a test programme designed to improve the gate experience and streamline the boarding process at T Concourse at Hartsfield-Jackson Atlanta International Airport.

During the three-month pilot project, passengers travelling through T1, T2 and T3 gates will encounter:

  • Mobile agent pods, which are are modern podiums with a smaller footprint than traditional gate counters, opening up space for more efficient boarding and additional customer seating.
  • Handheld ‘Nomad’ devices that allow gate agents to make seat changes and check bag status, while also freeing up agents to more easily engage with customers rather than standing behind a traditional gate counter.
  • Boarding pillars that create four parallel lanes, not only enhancing organisation at the gate but also providing customers with a clear path to boarding, improving traffic flow.
  • E-gates that enable passengers to self-board by scanning their mobile or paper boarding pass.

Later this year, phase two of the programme will focus on increased agent mobility, the customer’s digital experience at the gate, and how to integrate biometric boarding, which is currently being tested at Reagan Washington National Airport.

“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,” said Gil West, Delta’s COO.