Delta Introduces Video Chat Function for Customers to Interact With Agents

Aug 22, 2017

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In the commercial airline industry, carriers are constantly trying to outdo one another with innovations, no matter how big or small they may be. Take, for example, Delta’s latest development, which allows customers to video chat with the airline’s reservations team. Delta is the first carrier in the US to offer a video chat function for its customers.

Delta announced Tuesday that passengers traveling through Ronald Reagan Washington National Airport (DCA) can choose to video chat with a Delta representative. At DCA, passengers who are interested in the video chat function will see five digital screens with individual receivers. If you’re interested, all you have to do is pick up the tablet, initiate the video with a touch and you’ll then be connected via video with a Delta rep.

delta video

This latest addition from Delta is intended to make the airport and customer service experience easier, faster and more personable. But we can also see how the video chat functionality has the potential to be a bit awkward. Airport terminals around the ticket counter are loud and hectic, so it seems like an odd place to implement a new video chat function.

Delta’s innovating in the reservations and customer service platforms in that it recommends that passengers interact with the airline on social media in addition to calling and emailing the airline. Plus, the Atlanta-based carrier is in the process of turning the airport experience into a paper-free one, using passengers’ fingerprints. Perhaps this video technology will take off, bound for other airports, but we’re curious to see how this pilot program works out.

Featured image courtesy of Delta.

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