ProModel Solutions Conference 2006ProModel Solutions Conference 2006

Delta Air Lines - ACS Planning & Performance Delta Air Lines - ACS Planning & Performance Jennifer MeucciJennifer 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 AviancaChina Airlines China SouthernEl Al Israel Airlines Royal Air MarocSouth African Airways

Delta Connection Carriers:Chautauqua AirlinesComairFreedom AirlinesShuttle AmericaSkyWest 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

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

Hour Peak Date Weekday Percentile Hour Peak Date Weekday Percentile

… … … … … … … … … …630 1670 11/29/2005 Tue 96.44% 730 232 7/2/2005 Sat 96.44%630 1668 9/6/2005 Tue 96.16% 730 230 3/5/2005 Sat 96.16%630 1667 11/7/2005 Mon 95.89% 1430 222 3/31/2005 Thu 95.89%630 1666 5/16/2005 Mon 95.62% 730 222 6/11/2005 Sat 95.62%630 1647 10/10/2005 Mon 95.34% 1500 220 4/19/2005 Tue 95.34%630 1638 3/21/2005 Mon 95.07% 1530 219 5/25/2005 Wed 95.07%630 1630 9/19/2005 Mon 94.79% 1500 218 3/4/2005 Fri 94.79%630 1628 6/20/2005 Mon 94.52% 1500 214 5/22/2005 Sun 94.52%630 1626 4/18/2005 Mon 94.25% 1430 213 3/18/2005 Fri 94.25%630 1619 4/4/2005 Mon 93.97% 1430 206 5/27/2005 Fri 93.97%… … … … … … … … … …

Domestic Ranking International Ranking

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

95% Hybrid Departure Curve - Half Hour Buckets19Sep05 Domestic and 19Apr05 Int

0200400600800

100012001400160018002000220024002600280030003200

Time

Pa

ss

en

ge

rs

Int Pax - 121M Int Pax - 2005 Dom Pax - 121M Dom Pax - 2005

2908

2088

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

95% Hybrid Arrival Curve - Half Hour Buckets19Sep05 Domestic and 19Apr05 Int

0200400600800

100012001400160018002000220024002600

Time

Pa

ss

en

ge

rs

Int Pax - 121M Dom Pax - 121M Int Pax - 2005 Dom Pax - 2005

2335

1677

Creating the Model

…Show the Model…

Results

Resource Requirements

To accommodate resourcerequirements, 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

ChannelsRecommended Resources

Curbside 27

Delta Direct 6

Kiosk 59

Counters  

Kiosk Bag Tag 20

Kiosk Assist 13

Domestic First & Medallion

19

International BE & Medallion

13

Domestic Coach 23

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