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Employee Travel Center in Atlanta

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Employee Travel Center in Atlanta Delta’s Employee Travel Center in Atlanta Delta has several initiatives underway in Atlanta intended to improve customer service by adding choice, convenience, and efficiency. This includes physical changes to the Delta facilities at Atlanta’s Hartsfield- Jackson airport, designed to improve our customers’ experience, and include: • An Employee Travel Center (ETC) for Positive Space and non-rev travel which will result in more lobby space in the Atlanta airport for our customers’ use. • A redesigned portion of Delta’s international lobby area to better serve our customers. • Additional kiosks to facilitate a fast and efficient customer check-in. • Enhanced kiosks capabilities to include international check-in supporting international growth. • Additional check-in positions both inside and outside for fast and efficient check-in from wherever the customer chooses. • Additional baggage positions for added customer convenience • Programmable ‘over the counter’ signage to facilitate customer communications. This communication brief deals specifically with the Employee Travel Center in Atlanta. Details Employees will be required to use the ETC in Atlanta for all of their travel – both Positive Space and non- rev, and for all Buddy Pass travel in order to make the lobby area and lobby kiosks available to revenue passengers. The Employee Travel Center (ETC) will be located directly across from Baggage Carousel #1. The Employee Travel Center will equipped with four work stations for TravelNet access, four kiosks and a bag tag printer. This will allow NRSA travelers to list passengers, change reservations, activate stand-by and check baggage, all in one dedicated location. The center will be staffed with Delta agents for those who need further assistance. All employees should share this information with the individuals listed on their PPR as well as those using Buddy Passes. This will reduce lines and congestion in the main lobby allowing all of our customers an efficient check-in experience. 3/7/2006 Delta’s Employee Travel Center in Atlanta Employee Q&A Q1. Why are we spending money when we are in Chapter 11 bankruptcy? A1.The lobby area in Atlanta is inhibiting Delta’s ability to adequately and efficiently serve its customers and must be renovated to improve our customers’ experience. A new design has been approved, and will allow Delta to better serve customers by reconfiguring the existing space. This will require changes to the curbside check-in, ticket counters, back offices, baggage handling systems, and will greatly improve the efficiency to customers. This project is an example of the many strategic investments that Delta is making as part of its transformation plan. The travel center is simply an efficient way to handle all non-rev travel needs, including on-line access, in a single place. This will free-up lobby space for revenue-passengers. Q2. When will the Employee Travel Center be open ? A2. The goal is to have the center open by March 20, 2006. Q3. How can Delta afford such a costly project? A3. Delta cannot afford not to renovate the Atlanta lobby. During 2005, high traffic volumes overwhelmed the current facility, which does not have the capacity to serve the existing passenger capacities as efficiently as we want. The scope of this project was carefully evaluated to achieve an acceptable return on investment. Q4. Where exactly is the ETC? A4. The Employee Travel Center (ETC) is located directly across from Baggage Carousel #1 Q5. What are the hours of operation? A5. The center will be open for peak operating hours seven days a week. 6a to 7p will be the opening hours although these hours may change earlier or later based on operational need. Q6. If the ETC is busy, can I still use the lobby kiosks? A6. The lobby kiosks will be available for use; however, if the kiosk is not able to process your transaction electronically, and directs you to speak to an agent, you will need to see the agent located in the ETC for further assistance. Our goal is to have the ticketing agents in the lobby focused on our revenue customers. Q7. Should I use the ETC if I am traveling Positive Space? A7. Yes, as stated above, employees are strongly advised to use the ETC for both non-rev and Positive Space travel in order to reduce lobby congestion, and make our customers’ travel experience as stress-free as possible. The kiosks located in the lobby will still have the capability to process non-rev and Positive Space travel. However, if the kiosk indicates that you must speak to an agent, you will need to see the agent located in the ETC for further assistance. Q8. Is there a computer connection at the ETC if I want to use my own laptop? A8. No – the center comes equipped with workstations for you to complete all of your transactions and will not have the space to accommodate you for long periods of time Q9. Are non-revs from other airlines supposed to use the center? A9. All non-revs, DL or OAL, will be asked to use the ETC. Q10. Can I store my luggage there? A10. No – this would be against federal regulations as your baggage needs to stay with you at all times. 3/7/2006 Employee Q&A Q11. Are there plans to have these in other Delta locations besides Atlanta? A11. No, there are no plans for additional locations at this time. ATL hosts the majority of our non-revs along with the largest employee base. The ATL lobby did not have the space to accommodate non-revenue travelers so there was a great need for the ETC in ATL. Q12. Do the agents there perform the same duties as the General Ticketing Office? A12. Yes, they do. Q13. Are there any plans to have these on the concourses? A13. No, there are no plans to expand this to the concourses at this time. Q14. Will there be phones in there that we can use to call 1- 800-mydelta? A14. Everything that 1-800-mydelta can do may be accomplished on TravelNet which is available on four workstations. Q15. Is there any information anywhere that I can use to send to my Buddy Pass Riders? A15. Yes, there will be a link from the external TravelNet page. Q16. Is this for use by retirees, or just active Delta employees? A16. It is for everyone’s use - All Delta employees, retirees, buddy pass riders, yield fare and dependent family members. Q17. Can I pay my $50 activation fee at the ETC? A17. No, employees must use TravelNet to pay the fee. Q18. How will I receive updates about the ETC? A18. Updates will be communicated through DeltaNet. Q19. What if I want to work in the ETC? A19. The agents that will work in the ETC are from the Atlanta ticket agent complement. If you currently work in this area, you will have an opportunity to work in the ETC. If you want to volunteer to work in the center, contact the local manager for the ticket counter to make arrangements for this. 3/7/2006 .
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