Delta Welcomes Customers to a New Destination – The New delta.com

Refreshed site continues Delta’s transformation to improve customer experience

ATLANTA, Aug. 1 /PRNewswire-FirstCall/ — Delta Air Lines (NYSE:DAL) is welcoming customers to the newest destination in travel — the new delta.com — with an improved online experience users will find more inviting, more intuitive, faster and easier to use. Based on feedback from thousands of users, delta.com has been upgraded to provide customers more control over their travel experience with online ticket changes, seat assignments and check in; the ability to cancel certain tickets within 24 hours; the ability to calculate award mileage; more international award travel booking capability; the ability to check in when connecting from Delta to certain other airlines; and much more.

“We want every part of the customer’s experience with Delta to be as exciting and inviting as their ultimate destination, and we want that journey to begin at delta.com,” said Paul Matsen, Delta’s chief marketing officer. “This is much more than a simple relaunch of the site. Delta.com is the best value for our customers because it’s the place where they can find our lowest published fares, there are no booking fees and there are always 1,000 bonus SkyMiles for every online booking. Additionally, delta.com plays a critical role in Delta’s transformation and our commitment to improve the customer experience while reducing our distribution costs.”

Delta has taken its popular Web site and dynamic self-service features and repackaged them into a fresh, attractive design that speeds the customer’s navigation to find the functions and information most important to them. After focus groups with hundreds of customers, the redesigned home page concentrates on four primary customer needs when visiting delta.com — flight reservations, itinerary search, flight status and SkyMiles. With more than 200 million visitors a year, delta.com is quickly becoming one of the top airline web sites with one of the greatest shares of online ticket sales. The airline’s goal is to have 28 percent of reservations issued from delta.com by year’s end, 35 percent by the end of 2006 and 45 percent in 2007. Additional facts about delta.com:

* More than 10 million tickets are expected to be issued on delta.com in
2005 vs. seven million in 2004.
* More than 200 million customer transactions take place on delta.com
each year including purchasing tickets, selecting seats, checking in
for flights and checking pertinent travel-related or Delta corporate
information.
* More than 50,000 tickets have been reissued online at delta.com since
the new self-service tool was offered in June.

“Additionally, we are marketing delta.com as a destination in and of itself, so we’ll change the home page monthly with picturesque travel destinations that enhance the online experience,” Matsen said. “The new look is part of Delta’s overall branding strategy to become more inviting to our customer and joins other facets of the new Delta experience including a simplified fare structure, new uniforms for employees beginning in 2006 and offering a better snack service in our refurbished aircraft cabins.”

A comprehensive marketing blitz planned for early August through mid- November will promote delta.com. The campaign will involve television, radio, magazine, newspapers, billboards and direct marketing promotions. Delta will also market the site through online media, such as advertising on Yahoo!, MSN and AOL. Displays in the airport include posters and banners promoting benefits of using delta.com, and a unique travel guide placed in onboard seat back pockets takes customers on a creative tour of delta.com.

Delta Air Lines is the world’s second-largest airline in terms of passengers carried and the leading U.S. carrier across the Atlantic, offering daily flights to 484 destinations in 87 countries on Delta, Song, Delta Shuttle, the Delta Connection carriers and its worldwide partners. Delta’s marketing alliances allow customers to earn and redeem frequent flier miles on more than 14,000 flights offered by SkyTeam and other partners. Delta is a founding member of SkyTeam, a global airline alliance that provides customers with extensive worldwide destinations, flights and services. Customers can check in for flights, print boarding passes and check flight status at delta.com.

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