ProModel Solutions Conference 2006 Delta Air Lines - ACS Planning & Performance Jennifer Meucci

First Flight: 1929 in Monroe, Louisiana Headquarters: Atlanta, Georgia Employees: Over 47,000 Passengers Enplaned in 2005: Over 118 Million Delta Daily Flights: 1,722 (including partner flights 7,113) Delta Destinations: 503 destinations in 94 countries Codeshare Partners: Air Jamaica Avianca China Airlines China Southern El Al Israel Airlines Royal Air Maroc South African Airways Delta Connection Carriers: Chautauqua Airlines Comair Freedom Airlines Shuttle America SkyWest Airlines Introducing Delta Delta is one of the world’s fastest growing international carriers, the world's second-largest airline in terms of passengers carried, and the leading U.S. carrier across the Atlantic

Continuous Improvement & Analysis The role of the Continuous Improvement Team: Mission Provide analytical and industrial engineering services to Airport Customer Service (ACS) to meet divisional goals. Support strategies, initiatives, and projects in the areas of safety, quality, productivity, and operational performance Key Services Problem Definitions, Performance Metrics, Project Management, Simulations, Analysis, Data Collection, Process Analysis, Modeling, and Training

Boarding Models Gate Plot Models Cabin Service Model Call Center Staffing Model Ground Support Equipment Allocation Model Lobby Models  Continuously perfected and enhanced  The Atlanta lobby model will be discussed in detail How Delta has used ServiceModel

Arrival Curve Creator Show Arrival Chart The Arrival Curve Creator has been the most beneficial recent enhancement to the lobby model and has greatly reduced model prep time.

Arrival Curve Creator …Show Arrival Curve Creator…

ATL Lobby Model Objective Verify that the planned resources for 2010 would be able to handle Delta’s proportional originating passenger percentage of the Atlanta Airport’s projected estimate of 121M passengers traveling through Atlanta by 2010 Goals Develop an arrival curve by selecting a day from 2005 to “inflate” passenger count that ensures the final resource decision will account for most travel days of the year, but not the very busiest days Determine if previously provided resource requirements for 2010 would cover an increase in passenger flow through ATL to 121M

Creating the Model Identify Parameters  Projected Arrival Distributions (INTL and DOM)  Channel Penetrations (i.e., percentage of passengers who use each check-in channel) Collect Data  Processing Times for Kiosks (Kiosk, Kiosk Bag Tag, Kiosk Assist), Ticket Counters (DOM FC, DOM Coach, INTL BE, INTL Coach), Curbcheck, and Delta Direct  ATL-specific arrival distribution  Average party size (DOM and INTL)

ATL Lobby Parameters The Delta Atlanta 121M arrival curve was calculated by first deriving the arrival curve for every day in 2005 and then identifying the peak passenger count for each day Because the largest peaks of the year are generally outliers, it was appropriate to pick peaks for each curve that were higher than 95% of other days in the year Days falling within 95±1% were considered as candidates The 2005 curves then were inflated by 39.2%, which represents growth from 87M traveling through Atlanta in 2005 to 121M Passengers in 2010 Developing the Arrival Curve

ATL Lobby Parameters The following graph depicts the departure schedule used to simulate the lobby for accommodating the projected 121M passengers The max departing passengers is 2,908 passengers at 8:30 AM

ATL Lobby Parameters A more realistic view of the ATL lobby is in ½ hour buckets illustrating the arrival distribution The max arriving passengers is 2,335 passengers at 6:30 AM

Creating the Model …Show the Model…

Results Resource Requirements To accommodate resource requirements, ATL needs: 27 Curbside positions 6 Delta Direct phones 59 Kiosks (All purpose kiosk in main check-in area without differentiating between no bags checked kiosks or BE kiosks) 33 Kiosk Bag Tagging and/or Kiosk Assist positions 42 Domestic Counters 28 International Counters Channels Recommended Resources Curbside27 Delta Direct6 Kiosk59 Counters Kiosk Bag Tag20 Kiosk Assist13 Domestic First & Medallion 19 International BE & Medallion 13 Domestic Coach23 International Coach 15

Challenges and Outcome Challenges  Determining best DOM and INTL arrival curve from 2005 to use as a base for the 121M schedule prediction  Determining Delta’s originating passenger growth percentage relative to the projected 121M passengers traveling through Atlanta  Projecting future penetration rates for each check-in channel Outcome  Determined previously suggested resource requirements for 2010 were sufficient to cover the newly projected 121M passengers traveling through Atlanta

Conceptual Rendering