Delta Airlines

Soaring Above the Rest

Enabling self service for corporate travel managers

INDUSTRY:
Air Travel

CORE OFFERING:
Digital Products & Services

PROJECT:
Delta Pro

ACTIVITIES:
Creative Design, Experience Design, Experience Strategy, Web Development

The Ask

Design a digital experience that provides a foundation for Delta’s corporate customer and travel agency partnerships

As the world’s largest airline in scheduled passengers carried, Delta Airlines realized there was an opportunity to better serve its key influential business segments:

  • Corporate customers with travel relationships
  • Small-to-medium businesses enrolled in SkyBonus©
  • Travel agencies and independent travel consultants

The Solution

Make Delta Pro the personalized digital service agent for Delta’s business customers

The partner program planned to increase customer satisfaction and significantly grow Delta’s market share, requiring a solution concentrated on the specific service goals of each customer segment, while supporting B2B and B2C brand strategy.

In support of these goals, Macquarium focused on five key experience components:

  • 24/7 self-service access to valuable travel reporting tools
  • On-demand performance reporting
  • Single sign-on
  • Dynamic modular content
  • Flexible administration capabilities

Macquarium also developed an entry-point URL strategy, tailored to each audience segment.

As the Delta Pro program is designed to serve multiple business segments in a targeted and synchronized way, the implementation approach is being underpinned by a phased rollout strategy. The Delta team is looking forward to delivering on these new methods of engagement in the months and years to come.

Business class accounts for 20.1% of air travel revenues

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