When severe weather or other events disrupt operations, Delta may issue a travel waiver to give customers the chance to take alternate flights without paying a change fee. And to make it easier for customers to know when a waiver is available, Delta has rolled out a new process to notify customers via email or text when they are traveling from, through or to a market with a waiver.
“We’re innovating the travel experience on Delta from start to finish and taking the stress out of travel,” said Charisse Evans, Vice President – Reservations Sales and Customer Care. “By updating customers via email or text, we are giving them more time to decide if they want to adjust their trip.”
This is the latest example of how Delta is leading the industry with innovative customer solutions. During the past year, Delta has introduced a first-of-its-kind biometric boarding pass, a self-service bag drop program that uses facial recognition biometrics, RFID baggage handling, real-time bag tracking via the Fly Delta mobile app, more efficient and high tech automated screening lanes and a groundbreaking app that helps pilots avoid turbulence for a more comfortable flight.
The new alerts, facilitated by the Reservations Operation Center, will go to any customer booked on a Delta mainline or connection flight as long as contact information is available. Customers interested in changing their booking can do so without any additional fees by calling Reservations or using self-service digital channels.
“We tested this tool in the Northeast region to get customer feedback and it drove a large jump in customer experience scores,” said Evans.
Here’s what customers can expect to see:
"Dear Delta Customer,
The Northeast is experiencing inclement weather that could potentially impact your upcoming travel. We recommend that you check the Fly Delta App, My Trips and airport monitors for the latest flight status updates.
Thank you for choosing Delta."