Customers arriving at a Delta check-in area without a face mask need not worry – they will receive a complimentary care kit to comply with our mask requirement and enjoy an extra layer of protection throughout their travel.
The kits will include:
”Our survey data showed a clear desire for these kits and we have a bias toward action when we see new trends emerge.” said Bill Lentsch, Chief Customer Experience Officer. “As more people begin to consider traveling in the months ahead, ensuring their safety at all steps of their journey remains our top priority.”
This test comes as a rapid response to customer feedback – according to a recent survey of customers, receiving a care kit weighed heavily on their decision to travel. Delta is leaning on its data-driven approach to customer experience, listening, testing and refining to make sure we’re delivering on the aspects of travel that customers say matter most.
In early May, Delta began requiring all customers wear face coverings during travel in accordance with best practice guidance from the Centers for Disease Control. Building on the move, the testing of care kits shows another way the airline is working to adapt quickly to changing customer demand during the pandemic.