As part of an overall effort to simultaneously reduce costs and overhaul its operations, Delta Air Lines has re-launched its Web site, based on feedback from thousands of users. The site has been upgraded to provide members more control over their travel experiences with online ticket changes, seat assignments and check in; the ability to cancel certain tickets within 24 hours; the ability to calculate award mileage; enhanced international award travel booking capability; and the ability to check in when connecting from Delta to certain other airlines.
“Delta.com plays a critical role in Delta’s transformation and our commitment to improve the customer experience while reducing our distribution costs,” said Paul Matsen, Delta’s chief marketing officer.
Based on input from a series of focus groups, the redesigned home page concentrates on four primary customer needs — flight reservations, itinerary search, flight status and SkyMiles.
The airline’s goal is to have 28 percent of reservations issued from delta.com by year’s end, 35 percent by the end of 2006 and 45 percent in 2007.
More than 10 million tickets are expected to be issued on delta.com in 2005 vs. seven million in 2004. More than 200 million customer transactions take place on delta.com each year including purchasing tickets, selecting seats, checking in for flights and checking pertinent travel-related or Delta corporate information.
More than 50,000 tickets have been reissued online at delta.com since the new self-service tool was offered in June.