Delta Air Lines has launched a pilot program that lets customers video chat with a live customer service agent. The trial is running at Ronald Reagan Washington National Airport and features five interactive digital kiosks located in the Delta Sky Assist area, where travelers can connect directly with Delta staff for assistance.
“More and more people are choosing video chat to connect in their everyday lives, so we wanted to bring that channel to Delta customers,” said Charisse Evans, vice president of reservations sales and customer care at Delta. “We have the best specialists in the business — and now they’ll be able to provide support in a more personal, face‑to‑face way.”
The video chat option also includes text-based communication, a feature added after feedback from the airline’s disabilities advisory board to ensure broader accessibility.
This initiative is part of Delta’s broader push to expand and modernize customer-facing technology. Recently the airline introduced biometric entry for eligible customers at Delta Sky Club lounges and biometric boarding using fingerprints. Delta has also rolled out a biometric self-service bag drop at Minneapolis–Saint Paul International Airport, added luggage tracking to its mobile app, and launched a revised boarding line system at Hartsfield–Jackson Atlanta International Airport (ATL).
By combining in-person-style video interactions with streamlined biometric and digital services, Delta aims to make travel more convenient and responsive to individual needs while maintaining accessibility options for travelers who prefer text communication.