Delta Air Lines is breaking new ground for U.S. airlines.
The carrier announced Tuesday that it will offer video chat services with its reservations team at Ronald Reagan Washington National Airport. A first for U.S. airlines, the pilot program features five interactive digital screens accompanied by individual receivers at the Delta Sky Assist area.
The technology allows passengers to chat face-to-face with Delta specialists. Users can initiate a live video chat to make a flight change, voice a complaint or provide any other necessary feedback.
One of the video screens is designed specifically for passengers with disabilities. The screen is situated on the wall at a more accessible height and features a keypad option that allows disabled passengers to communicate via text.
"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 of Reservations Sales and Customer Care, in a statement. "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."
Delta said it already encourages customers to reach out to its reservations team through social channels, as well as email and over the phone.
The airline will review the video chat test and analyze feedback to determine if it improves the customer experience.
[READMORE]READ MORE: Delta Field Tests Facial Recognition[/READMORE]
The rollout of Delta's new video chat offering comes nearly three months after the carrier began piloting biometric boarding passes at Reagan National in June.
Through Delta's partnership with trusted-traveler program Clear, eligible Delta SkyMiles members are able to board flights and access the Delta Sky Club by simply scanning their fingerprints.
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