Delta Air Lines is transforming its popular Fly Delta app into a digital concierge that anticipates customer needs.
The American carrier seeks to offer convenient services, like a ride to the airport, and deliver thoughtful notifications, keeping customers moving seamlessly on their journey.
“Customers tell us they want Fly Delta to become their ‘home base’ for managing their travel day,” said Ed Bastian, chief executive of Delta Air Lines.
“That’s why we’re evolving the app to become the ultimate travel companion for all points of your journey – with an eye on expanding the convenience and value of using miles as a form of payment for services with Delta and partners, throughout.”
During the CES 2020 opening keynote, Bastian shared the airline’s plans to take a big first step in building its digital concierge by deepening its industry-leading partnership with Lyft.
Offering customers multiple points within the Fly Delta app to link Delta SkyMiles and Lyft accounts will make it easier for customers to earn miles during Lyft rides.
Other features being explored include providing estimated arrival times powered by Lyft, testing a dedicated premium Delta-Lyft experience at some of the busiest U.S. airports, and offering the option to pay for rides using miles.
The next step comes later this month, when virtual queuing launches in Fly Delta to notify customers when their seat – not just their flight – is boarding.
This adds to recent upgrades like integrating TSA wait times in select markets, offering pre-select meals and international auto-check-in – all designed to make travel more personal.
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