Delta Air Lines CEO Ed Bastian Discusses Innovations in Customer Experience at ACI Summit in Atlanta

Delta’s Technological Integration to Streamline Airport Experience

Bastian elaborated on Delta’s ongoing efforts to leverage technology to simplify the airport experience. He highlighted the use of Delta’s mobile app to provide passengers with real-time updates and personalized information, from security wait times to boarding notifications.

During the session, the opening outside question came from APEX Group CEO Dr. Joe Leader, who asked about the near-future possibilities of Delta’s technology enhancing the airport experience. Leader queried, “Ed, you’ve done such a great job with Delta SYNC and integrating meal choices on board. How close are we to improving the airport experience so that when I am about to go through security, my Delta app is saying it’s only going to be 10 minutes. When I’m at the lounge, it says you should leave to board now? Are we getting there?”

Thoughtfully, Bastian responded with a detailed look at Delta’s progress and goals: “Thanks for that question, Joe. We are indeed getting there. We’re harnessing the power of technology to ensure that our passengers have all the information they need exactly when they need it. From security wait times to boarding alerts, our aim is to make the airport experience as stress-free and efficient as possible. For instance, if you’re in the lounge in Atlanta, our system can alert you at the optimal time to start heading to your gate, taking into account your current location within the terminal and real-time traffic flow data.”

Bastian continued, “This level of personalized communication is possible through a blend of AI and machine learning, which helps us predict and manage our operations dynamically. It’s all part of our broader vision to not only meet but exceed passenger expectations through innovation.”

Reflection from Future Travel Experience CEO Daniel Coleman

Adding to the discussion, Daniel Coleman, CEO of APEX’s Future Travel Experience, who had arrived to Atlanta after work travel to Pittsburgh, shared his reflections: “The insights from Ed Bastian have been quite revelatory. My own journey here from Pittsburgh on Delta highlighted the tangible strides they’ve made. It’s not just about the flight itself but the entire experience—how seamlessly one transitions from the airport entrance to the lounge and then to the plane. Delta’s approach, as outlined by Ed, reassures us that the airline is truly pioneering in making travel a more tailored and refined experience.”

Coleman’s comments underscored the critical role that Delta’s innovations play in shaping the future of travel, reflecting a commitment to improving every facet of the passenger journey.