Delta Air Lines Launches Smart Boarding Experience In Atlanta

Delta Air Lines Airbus A330-300 Enhanced

Delta Air Lines launches first phase of the new smart “gate and boarding experience” at its Atlanta hub to reclaim space at gates usually taken by big podiums and provide agents with more technology.


Delta Air Lines

Delta Air Lines (“Delta”)  continues to experiment with initiatives to streamline boarding processes and improve passenger experience. The new trial has been installed at the world’s busiest airport Hartsfield-Jackson Atlanta International Airport (ATL) (Related News) Concourse T (Gates T1, T2, and T3) and will last from July to October 2017. Concourse T is used primarily for domestic flights and has many Boeing 757 operations.


Hartsfield-Jackson Atlanta International Airport Concourse T Map
Hartsfield-Jackson Atlanta International Airport Concourse T Map


Smart Boarding New Features

  • Mobile agent pods, which are smaller than traditional gate counters and are designed to free up more space for efficient boarding and additional customer seating
  • 100 handheld Nomad devices are deployed allowing staff to action services including making seat changes and check bag status, while at the same time “freeing agents to more easily engage with customers rather than standing behind a traditional gate counter”
    Nomad Devices
    Nomad Devices
  • Boarding line pillars introduced earlier that allow passengers to wait in designated zones for Premium, SkyPriority, 1, 2 and 3.
  • E-gates, enabling passengers to self-board by scanning their smartphone or boarding pass


Commenting on the trial Delta’s 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 realize the collective impact of several boarding innovations on the overall travel experience

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

The second phase of the trial will be foused primary on increased agent mobility, customer’s digital experience and biometric boarding based on tests Reagan Washington International Airport (DCA).

Delta says that a second phase of the trial will focus on increased agent mobility, the customer’s digital experience, and how to integrate biometric boarding based on tests currently underway at Reagan Washington International airport.


To End

Delta Air Lines works with the Atlanta airport authority to create a smarter experience to board planes though the use of mobile technology, movable smaller podiums, zone based pillar lanes and e-gates. While trials will continue for three months, it is likely that some if not all of these initiatives will make their way to Delta’s operated airports in the near future.

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