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Baggage recovery after flight reaches a whole new level. Delta airlines testing first biometric bag drop in U.S.

Delta airline will become the first U.S. carrier to implement a biometric recognition bag drop system in the U.S. The company hopes that the new technology will increase customer satisfaction.

Delta airlines announced that this summer, the company will be implementing four self-service bag drop machines St. Paul International Airport in Minneapolis. The  $600,000 investment is hoped to allow customers to quickly, securely and easily check their own bags. One machine will be equipped to test facial recognition technology to match customers with their passport photos through identification verification, a first for U.S. carriers.

“We expect this investment and new process to save customers time,” said Gareth Joyce, Delta’s Senior Vice President – Airport Customer Service and Cargo. “And, since customers can operate the biometric-based bag drop machine independently, we see a future where Delta agents will be freed up to seek out travellers and deliver more proactive and thoughtful customer service.”


Delta considers this to be the next logical step in its effort to increase customer satisfaction and prevent congestion at airports. The company has also used new technologies like radio frequency identification to streamline airport processes.

“This is the next step in curating an airport experience that integrates thoughtful innovation from start to finish,” Joyce said. “We’re making travel easier than ever for our customers and continuing to deliver a leading customer experience.”

According to the company, self-service is the way to go as previous innovations like ticketing kiosks and check-in via the Fly Delta Mobile app have proved to transform the customer experience.

Delta also worked with the Transportation Security Administration (TSA) to implement the first automated screening lanes in the U.S. at the Hartsfield-Jackson Atlanta International Airport. Other innovations include developing an app that helps pilots avoid turbulence for a more comfortable flight.

The U.S. carrier argues that studies on self-service bag drops can process twice as many customers per hour.

Sylvia Jacob