Available to customers using the Fly Delta App and the delta.com website, the Virtual Inconvenienced Passenger Expedited Reprotection (VIPER) system puts the passenger in the driver's seat, enabling them to navigate the entire rebooking process without the need to contact a call centre or join endless queues at the airport. One can select alternative origins or destinations for Delta flights, operate time searches and manage date changes.
Crucially, this new app includes automated transfer of special service requests like wheelchair assistance to the passenger's new itinerary, making it a major step forward as assistance requests are usually lost during manual rebooking.
The new "Rebook Me" service has undergone live testing, generating a success rate of approximately 85%: a substantial improvement on the performance of automated transactions prior to the testing period.
Theresa Keaveny, Delta Air Lines Director of Reservations Support and Solutions, spoke on behalf of the airline: "By giving our customers who utilise the Fly Delta App and delta.com more options to choose their personal rebooking preferences, we will be able to help reduce call volumes and lines at the airports, all while enhancing the travel experience."
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App additions for Delta
On July 20, Delta Air Lines updated its "Rebook Me" service with a view to enhancing the passenger experience in the event of flight cancellations and long delays.
