Delta Air Lines, will this summer, introduce four self-service bag drop machines at Minneapolis-St. Paul International Airport on a trial basis. The $600,000 investment allows customers to quickly, securely and easily check their own bags. One of the machines will be equipped to test facial recognition technology to match customers with their passport photos through identification verification, a first for U.S. carriers.
“We expect this investment and new process to save customers time,” said Gareth Joyce, Delta’s Senior Vice President – Airport Customer Service and Cargo. “And, since customers can operate the biometric-based bag drop machine independently, we see a future where Delta agents will be freed up to seek out travelers and deliver more proactive and thoughtful customer service.”
Delta sees the introduction of self-service bag drops and facial-recognition technology is a natural next step in its work to streamline airport processes. This new feature compliments Delta’s industry-leading radio frequency identification technology.
Together with other self-service innovations like ticketing kiosks and check-in via the Fly Delta Mobile app, the airline wants to further decongest lobby areas and improve customer satisfaction.
“This is the next step in curating an airport experience that integrates thoughtful innovation from start to finish,” Joyce said. “We’re making travel easier than ever for our customers and continuing to deliver a leading customer experience.”
Studies indicate that self-service bag drops have the potential to process twice as many customers per hour.