A Delta Air Lines test program at the Ronald Reagan Washington National Airport allows customers to speak with a Delta specialist from the airport via video chat. Interactive digital touch screens with individual receivers are featured at the redesigned Delta Sky Assist so customers can connect face-to-face with specialists to do anything from changing a flight to sharing feedback. Accessible screens are also in place to accommodate persons with disabilities, including a keypad option for engagement via text.
Delta will review the video chat test to understand if it creates a better engagement opportunity for the customer, while capturing employee feedback to drive improvements.
