Delta Opens First Biometric-Based Self-Service Bag Drop in the U.S.
Delta introduced four self-service bag drop machines at Minneapolis-St. Paul International Airport (MSP) on June 19, 2017, as part of the airline’s commitment to transforming the travel experience with meaningful investments that make travel easy and enjoyable.
The $600,000 investment allows customers to quickly, securely and easily check their own bags. One machine will be used to test facial recognition technology to match customers with their passport photos through identification verification, a first for U.S. carriers. Self-service bag drops have the potential to process twice as many customers per hour, studies have shown.
“For customers, this technology eliminates friction and offers the opportunity to design your own experience,” said Toby Broberg, V.P. – Airport Customer Service, MSP. “And the self-service aspect will free up more Delta people, giving our agents added flexibility in their interactions with customers to deliver on the excellent service for which Delta is known.”
In addition to the self-service bag drop trial, Delta is pioneering other innovative, industry-leading customer solutions including RFID baggage handling, real-time bag tracking via the Fly Delta mobile app, more efficient automated screening lanes and a groundbreaking app that helps pilots avoid turbulence for a more comfortable flight. Delta has introduced a first-of-its-kind biometric boarding pass at Reagan National airport in Washington, D.C., and has been working with U.S. Customs and Border Protection to test biometric exit screening technologies in Atlanta.
At MSP, customers with bags to check will stop at the updated kiosks to print their bag tags. They will then head to the self-service bag drop machines where they will scan their boarding pass and go through the self-service process. This machine quickly weighs a customer’s bag and submits it into the system.
Car seats, golf clubs and other oversized bags will be processed through a special lane with an agent’s assistance.
MSP, Delta’s second-largest hub, was selected for the trial because the airline continues to invest in this key market and with a lobby renovation upcoming, there will be an opportunity to see if this new model improves the experience for Delta customers. The airline will collect and analyze customer feedback from the trial to ensure that this lobby enhancement improves the customer experience.
A video introducing the MSP self-service bag drop machines is available on Delta News Hub here.