Delta Air Lines

Travel Tidbits for a new week

Here are some travel tidbits from the Stuck at the Airport inbox to help you ease into the week, including music and travel advice, contests for travel adventures and, of course, airport news.

Hello Kitty Day coming to Oracle Park

EVA Air is teaming up with the San Francisco Giants to host Hello Kitty Day at Oracle Park in San Francisco on Saturday, May 11, 2024.

As part of Hello Kitty Day, the first 15,000 fans to enter Oracle Park on May 11 will each receive a Hello Kitty Bucket Hat. On that day, EVA President, Clay Sun, will throw out the first pitch while Hello Kitty and the Giants Mascot Lou Seal mug on the field.

For planespotters: EVA’s Hello Kitty “Shining Star Jet” is flying between San Francisco International Airport (SFO) and Taoyuan International Airport (TPE) in Taipei, Taiwan. The Boeing 777-300ER is flying two days a week, on Fridays and Sundays, now through May 26. It will then shift to Sundays only, from June 2 to June 23.

Musical Travel Guides for Europe, courtesy of Air Canada

Air Canada asked three Québec artists – Charlotte Cardin, Alexandra Stréliski and Sarahmée – to create music playlists to go with their favorite European cities.

Charlotte Cardin focused on Paris.

Sarahmée visits Barcelona.

And Alexandra Stréliski shares her faves in Amsterdam.  

The playlists are available on the Air Canada website and Spotify. Give a listen.

Airline Satisfaction Study: Niceness wins.

J.D. Power’s 2024 North American Satisfaction study is out and concludes that investments some airlines have been making in trying to improve the overall flight experience with friendly, attentive service are paying off.

“The big takeaway from this year’s study is the power of people to positively influence the overall flight experience,” said Michael Taylor, J. D. Power senior managing director of travel, hospitality, retail and customer service. “Airlines investing in staff training and recruitment are finding ways to overcome the negative effects of crowded gates and planes simply by being nice to their customers.”

The North America Airline Satisfaction Study measures performance in seven categories: airline staff; digital tools; ease of travel; level of trust; on-board experience; pre/post-flight experience; and value for price paid. Scores are tallied on a 1,000-point scale.

Here are the top lines in Customer Satisfaction, but segment.

First/Business: Delta Air Lines ranks highest with a score of 743. JetBlue Airways (736) ranks second.

Premium Economy segment: Delta Air Lines ranks highest for a second consecutive year, with a score of 716. Alaska Airlines (687) ranks second and American Airlines (684) ranks third.

Economy/Basic Economy: Southwest Airlines ranks highest in customer satisfaction in the economy/basic economy segment for a third consecutive year, with a score of 685. Delta Air Lines (651) ranks second and Allegiant Air (633) ranks third.

Airlines offer travel advisories/waivers for weather & 737-9 MAX inspections

Between the storms in many regions of the country and the grounding of all Boeing 737-9 MAX aircraft for inspection, there are a lot of flight cancellations, schedule disruptions, and airline travel alerts.

Here are links to the current travel advisories and waivers (as of early Tuesday, January 9, 2024) in effect for some of the major airlines. Be sure to check your airline’s website for the latest updates on these advisories,

Alaska Airlines

On its website, Alaska Airlines is advising travelers that due to Boeing 737-9 MAX aircraft inspections and winter weather in the Northeast, they are offering a flexible travel policy for travelers who want to change or cancel their flights. Original travel dates include January 9.

American Airlines

American Airlines has a travel alert for close to 60 cities that may be affected by severe weather in the Eastern US and Canada. The airline will waive your change fee if you traveling in any fare class and are scheduled to fly January 9-10 and can travel instead January 9 – 15. See here for more details on American Airlines’ travel advisory.

Delta Air Lines

for Delta Air Lines has travel advisories posted for winter weather in the Midwest that may affect more than two dozen airports and as many in the Northeastern U.S.

JetBlue

JetBlue has also issued travel alerts for winter weather in the Midwest and the Northeastern US.

In the Midwest, the airline will waive change/cancel fees and fare differences for customers traveling through January 9 to or from Chicago (ORD), Detroit (DTW), Kansas City (MCI), Milwaukee (MKE), and Minneapolis – St. Paul (MSP). The travel alert covers about 15 airports in the Northeast. Customers may rebook their flights through January 13.

Southwest Airlines

Southwest Airlines has travel alerts posted for the Midwest and the East Coast.

United Airlines

For those scheduled to fly on a Boeing 737-9 MAX airplane, United Airlines offers these options:

You can reschedule your trip and have the change fees and fare differences waived. Your new flight must be a United flight departing by January 18, 2024. Tickets must be in the same cabin and between the same cities as originally booked. Trips rebooked after January 18, 2024, will still have the change fee waived, but there may be a fare difference. Cancelling and getting a full refund is also an option.

Flight display board has info just for you

At Detroit Metropolitan Airport (DTW), one flight display board gives passengers very personalized messages.

It seems sort of sci-fi, but thanks to a technology named Parallel Reality, up to 100 people at a time can look at one of the giant digital screen that usually displays dozens of flights and instead see just their own name and their own flight details.

Delta passengers who opt into the experience do so by scanning their boarding pass once they are through the security checkpoint in Concourse A of DTW’s McNamara Terminal.

Customers enrolled in Delta’s biometric digital identity program simply show their faces to a camera at the kiosk.

Then, motion sensors installed in the terminal ceiling go into action, linking a moving person to their flight data and allowing the ‘magical’ display board to direct the flight info to a specific ‘target.’

Passengers who don’t opt into the Parallel Reality flight information experience will see generic content on the digital screen.

Like we said, sort of sci-fi. But very cool. And a technology we might soon see in use at other airports, or in theme parks, shopping malls, parking garages, and hotels.

(This is a slightly different version of our story that first appeared on The Points Guy site.)

MSP Airport’s Mock Airplane Cabin

(This is a story we first wrote for NBC News)

Long delays, rampant cancellations, and packed planes have turned air travel into an endurance sport for even the most seasoned travelers. And the challenges can be even greater for the more than 25 million Americans with disabilities that make travel difficult even in ordinary times.

 A handful of airports, airlines, and community groups have made an effort to provide certain flyers the opportunity to navigate security, crowded airport terminals, and the boarding process beforehand.

But such programs are limited, and the industry continues to have a poor track record in transporting wheelchairs and scooters and providing reliable and consistent service to passengers with additional needs such as mobility and physical issues as well as sensory and cognitive disabilities. 

 Minneapolis-St. Paul International Airport is out to change that. 

 In an industry first in May, the airport  — in partnership with Delta Air Lines  —  installed a mock airplane cabin on-site to give flyers with a wide range of special needs an opportunity to become familiar with a realistic aircraft cabin. 

 “Being able to test out an airplane cabin could help people who have never flown, who use wheelchairs, older adults, people with autism, and anyone who has any reservations about flying,” said Eric Lipp, executive director of the Open Doors Organization, which works with businesses on accessibility issues, “It will recognize that everyone’s needs are different and encourage more people to fly.”

In the two years preceding the pandemic, nearly 15 million people with disabilities traveled by air, generating $11 billion in revenue for airlines. That was up from $9 billion in 2015, according to a report from the organization. And, Lipp said, “The true economic impact is potentially double since people with disabilities typically travel with one or more other adults.” 

 The 33-foot-long cabin had been used to train Delta’s in-flight teams in Atlanta and includes a (nonworking) lavatory and 42 standard coach seats from a retired Boeing 737. Delta shipped it in pieces to the Minneapolis airport, where it was reassembled in an unused retail space. Airport carpenters added cutouts so that every row has a window, and local youth artists painted the cabin and the surrounding walls with blue skies and landscape to make it sensory-friendly. 

 “My 5-year-old son, Remi, has autism and I felt it was important for him to experience the airport before the day we actually had to travel,” said Cassandra Welch, who brought him to the mock cabin recently. “Remi did well and sat nicely in his seat and was able to see what the cabin looked like, and what the airplane bathroom looked like.” 

 Welch also brought along her family and some relatives. “We will be traveling together in August, so it was great that we could all be there for this experience.”

Tiffany Owen, a first responder, also wanted to give her traveling companion a chance to get acquainted with flying before she booked a trip. Hazy, a rescue pit bull, is Owen’s service dog and helps her manage stress and anxiety. The visit was arranged through Soldiers 6, a local nonprofit group that provides service dogs to military veterans and first responders in Minnesota.

“I’ve flown before, but Hazy has never been on an airplane,” she said. But Hazy quickly got the hang of it.  ”When we walked in, Hazy wanted to have her own seat next to me,” she said. “I had to train her to realize she’s on an airplane and would be sitting on the floor between my legs.”

Owen said it means a lot to her that the airport “has gone to great lengths to make sure that both me and my service animal feel comfortable, and that we can go back to the airport again for more training if we need to.”

The mock cabin, which is free and available by appointment,  isn’t just for flyers.  

Airline personnel, flight crews, and companies that provide service to passengers who need help getting to or from their airplane seats have access to the cabin for training, too. 

 The Minneapolis-St. Paul branch of Prospect Airport Services, which provides wheelchair attendants and other services for airlines at airports across the country, now runs weekly staff training sessions in the mock cabin. There is a big focus on transferring passengers in wheelchairs to their seats, which can be a complicated and delicate process. 

Loretta Halligan, the company’s general manager at the Minneapolis airport, said that before the mock cabin arrived, orientation for new passenger service assistants mainly took place in a classroom, with a wheelchair, an airline seat, and a video. The actual training in how to transfer passengers didn’t begin until new hires could shadow someone with experience.

 “Now, new employees can start practicing lifting a person on and off an aisle chair on a ‘real’ plane right away,” she said, adding that watching a video “is nothing compared to having that hands-on experience during your first day of training.”

That training could have been invaluable during the earlier days of the pandemic, “when social distancing made it difficult for people to be lifted and transferred to vehicles or planes,”  Lipp said. “Guiding people who are blind also became more difficult with social distancing.” 

Although the mock cabin has been open for just about two months, Phil Burke, assistant director of customer service at the airport, says sessions are getting booked up far in advance. He also said airports in Houston, Denver, and Kansas City, Missouri, have been in touch with him and are planning to install mock airplane cabins in their terminals, too.

This airport lets you reserve your security checkpoint time

Now you can reserve your time on the TSA line at SEA Airport

(This is a slightly different version of a story we wrote for USA TODAY)

The good news: air travel is picking up.

On Sunday May 2, TSA screened more than 1.6 million passengers, the most since March 12, 2020.

The bad news: long wait times at security checkpoints may be back coming back too.

Courtesy Port of Seattle

At times during spring break, the lines to go through the security checkpoint stretched into the food court at Orlando International Airport (MCO). At Seattle-Tacoma International Airport, lines snaked across the sky bridge and into the parking garage.

TSA is in the process of hiring 6,000 new screening officers ahead of the predicted summer travel surge. And that should help move things along.

So too could a new pilot program that debuts Tuesday at SEA airport.

The program, called SEA Spot Saver, will attempt to streamline wait times by offering digital reservations, or “virtual queuing” for passengers to go through the screening process.

Here’s how it works

The program will operate daily through August 31, 2021, from 4 a.m. to noon (the airport’s peak travel period) at two checkpoints (2 and 5) and offer expedited screening to general screening passengers for free. No membership or account sign-up is required.

Expedited, non-reserved screening remains available to passengers enrolled in Trusted Traveler programs such as TSA PreCheck and CLEAR.

SEA Spot Saver will be testing two options.

Alaska Airlines passengers can sign up for a security checkpoint appointment online up to 24 hours before their scheduled departure time or once they are in the terminal.

Passengers will receive a QR code to use at checkpoint 5 at their reservation time. This option is offered by Pangiam, and powered by WhyLine and Copenhagen Optimization.

The second option, operated by VHT, is for passengers flying on Delta Air Lines and all other carriers. This option allows passengers to begin booking a checkpoint appointment time by scanning a QR code once they are in the terminal. Passengers will show their emailed reservation appointment at checkpoint 2.

Both options give passengers a 15 minute window for their appointment times. The Alaska Airlines option lets you book up to 12 passengers in a group. The Delta/other airlines option lets you book a group of up to 10.

SEA will be the only airport in the United States currently testing a “virtual queuing” system as a solution for crowded general screening lines. 

Montreal-Trudeau International Airport (YUL) has offered screening reservations since 2014 through SecureXpress, but that program is currently on hold due to the pandemic.

“The pandemic has left very few passengers coming and going through YUL,” said YUL spokeswoman Anne-Sophie Hamel via email, “As such, there is no line-up to get through security, and the service is simply not useful right now.”

From October 2020 through April 30, 2021, Denver International Airport (DEN) piloted the VeriFLY app and program. Passengers could book a timed checkpoint appointment, but they also had to file health data information before arrival and get temperature checks on site.

Port of Seattle officials say that after the pilot program is completed late this summer, they will evaluate usage, customer feedback, and line efficiency and, if successful, launch a broader program. 

“These are the innovations and ideas that we love to make our guest experiences more convenient and stress-free, especially as more people get back flying again,” said Charu Jain, Alaska’s senior vice president of merchandising and innovation. “With very little effort, guests can lean on technology to get them through the security process quicker.”