Delta, Northwest Airlines, And Vancouver Airport: The Business Value Of Customer Self-Service Kiosks
For travelers, the best trips are fast and hassle-free, with limited time spent at the airport. That’s why Atlanta- based Delta Air Lines Inc. (www.delta.com) teamed up with its technology subsidiary, Delta Technology Inc., to deploy hundreds of self-service check-in kiosks at airports across the country, with a goal of speeding travelers to their destinations. Mike Childress, senior vice president of development at Delta Technology and the project’s leader, says there are now 449 kiosks installed at airports in 81 U.S. cities. The kiosks had been part of Delta’s multiyear business plan, but when airports increased security in the wake of the September 11 terrorist attacks—and the amount of time customers spent waiting in line grew longer—the airline decided to accelerate the project. Delta acknowledges that it had been trailing some other carriers’ kiosk initiatives before September 11.
For example, Northwest Airlines (www.nwa.com) had embraced self-service airport......
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