Delta Air Lines, IBM, Modem Media Set to Deliver Travel Service Via Hand-Held Devices, Mobile Phones - Company Business and Marketing

Edge: Work-Group Computing Report, Dec 13, 1999

Delta Air Lines is working with IBM and Modem Media to develop and test a new travel service that gives its customers wireless access to up-to-date flight arrival/departure information, same-day gate information and worldwide flight schedules via hand-held personal digital assistant devices and next-generation cellular phones.

Select U.S.-based Delta customers are testing the new service, effective immediately, making Delta one of the first U.S. airlines to begin offering this type of service. The wireless travel service will roll out nationwide early next year. Delta also plans to expand the service next year to allow travelers to purchase tickets and change flight schedules.

Delta is using IBM software and services to transmit data from its Web site to a variety of smart devices, including mobile phones and the Palm VII hand-held organizer by Palm Computing, Inc. Using the new wireless service, passengers participating in the test will check personal travel itineraries, flight arrival/departure and gate information, and Delta flight schedules from their hand-held device of choice. Customer feedback will enable Delta to fine tune the process before rolling out the service to additional customers. Modem Media developed the user interface and assisted with programming the functionality.

"Travel information is dynamic, and our customers don't always have access to a PC to log on to our web site and get the information they need," said Patrice Miles, Delta's vice president of distribution planning. "Working with IBM, Modem Media and Delta Technology, Delta's technology subsidiary, we are extending the information and services available at our Web site (www.delta-air.com ) to our customers in the United States wherever and whenever they need it. The new service also will provide more convenience to Delta travelers and help ensure that they receive the information they need to enhance their travel experience when they need it."

"By developing pervasive computing solutions like this new Delta service, IBM is enabling companies to literally put a Web site -- and its potential e-commerce capabilities -- in every consumer's pocket," said Greg Conley, general manager, IBM Global Travel & Transportation Industry group.

New service complements Delta's e-commerce, customer service strategies The new service is part of Delta's overall strategy to enhance customer service by creating a broad-based communications network that allows Delta to communicate with customers anywhere and everywhere. "Wireless communications allows customers to tell us how and when they want to receive Delta information," said Charlie Feld, Delta's leader of electronic activities. "By delivering customized messages, we create value-added services for our customers, enhancing their overall Delta experience."

A recent airline Web site tracking study conducted by NPD Online Research, a division of NPD Group, shows that Delta has the highest percentage of customers who purchase tickets online, including business and leisure tickets, and the highest rate of members using airline Web sites. Additionally, Forrester, an independent research firm that analyzes the future of technology change and its impact on businesses, consumers and society, recently ranked www.delta-air.com among the top 10 travel Web sites in the U.S.

IBM is the world's largest information technology company, with 80 years of leadership in helping businesses innovate. IBM's Global Travel and Transportation industry solutions group provides a broad range of products, services and integrated solutions to all segments of travel and transportation, including airlines, travel-related services (hotels, car rental, gaming, travel agents, tour operators and cruise lines), rail and freight logistics. FMI: www.ibm.com/solutions/travel. IBM's Pervasive Computing helps customers easily access and act on information whenever and wherever they may be. IBM can be found on the Web at www.ibm.com .

Modem Media (www.modemmedia.com ) is a leading builder and marketer of customer-focused e-businesses for world-class brands. Based on customer- driven insights, Modem Media identifies e-business opportunities, and utilizes its conceptual, technological and marketing expertise to build, distribute and manage unique e-business solutions for its clients. Headquartered in Norwalk, Conn., Modem Media's expanding global presence includes offices in New York City, San Francisco, Toronto, London, Munich, Tokyo, Hong Kong and an affiliate office in Sao Paolo. With more than 560 professionals worldwide, Modem Media has created customer-focused Internet solutions for global brands such as Delta Air Lines and IBM.

Delta Technology supports Delta in its global business pursuit by providing leading-edge information technology solutions and services.

Delta, named Airline of the Year by Air Transport World magazine and "Best-Managed Major Airline" for 1999 by Aviation Week & Space Technology magazine, is the world's most flown carrier. More than 105 million passengers traveled on Delta in 1998. Delta, Delta Express, the Delta Shuttle, the Delta Connection carriers and Delta's Worldwide Partners operate 5,395 flights each day to 363 cities in 60 countries. Delta's Web site is located at www.delta-air.com.