July 29, 2020

Delta adds customer health screening and mask acknowledgment to check-in

Delta customers will now be asked to certify their commitment to safe flying as part of a change to the check-in process that will require them to acknowledge:

  • They have not had a COVID-19 diagnosis and to their knowledge have not been exposed to COVID-19 in the past 14 days
  • They have not experienced the onset of any one of the primary symptoms of COVID-19 in the past 14 days
  • They will wear a face mask or covering throughout the airport, in Delta Sky Clubs and onboard the aircraft unless they meet the criteria for exemption.

These new health acknowledgment prompts during the customer check-in process act as an additional layer of protection for both employees and customers during the coronavirus pandemic. The measure is the latest of Delta’s efforts to ensure a safe experience and restore customer confidence in travel.

“The layers of protection we’ve implemented across travel with Delta are designed to keep customers and employees safe,” said Bill Lentsch, Chief Customer Experience Officer. “Now we’re asking customers to embrace their responsibility to fellow travelers and Delta people by only traveling with us only if they acknowledge important health standards.”

Customers unable to agree to all the commitments will not be able to complete the check-in process and will be invited to change or cancel their reservation without change fees.

The Standard for Safer Travel commitment is part of an industry-wide initiative driven by Airlines for America (A4A). Last month, A4A announced member carriers, including Delta, agreed to voluntarily implement new health policies and procedures aimed at establishing a foundational commitment to safe travel.

Online Check-in

Fly Delta app

How customers can prepare themselves for safe travel 

In order to ensure a seamless and safe travel experience, customers are encouraged to use resources to prepare for their travel. Delta recommends all customers:

  • Wear a mask because it’s shown to be the single most effective way to prevent the spread of coronavirus, and it’s required attire for customers and employees across Delta touchpoints. We encourage customers who are prevented from wearing a mask or cloth face covering due to a health condition to reconsider travel. If travel is essential, they will be welcome to fly upon completing a virtual medical consultation prior to departure at the airport. Customers who don’t have a mask or need a new one can request a complimentary mask from a Delta representative.
  • Review the pre-flight email. The latest information on what to expect for an upcoming trip is included in email updates from Delta. More information about ongoing safety measures from Delta trusted partners can be found here.
  • Use the Fly Delta app. Reduce touchpoints and gain access to boarding pass, flight status and gate information on the go.
  • Review the latest TSA travel guidelines. Be sure to check out the latest guidelines from TSA that outline what items you can bring with you during travel.
  • Pack smart and safe. Plan to bring your own face mask or cloth face covering and pack any food you will need along the way. Although Delta will provide Care Kits when needed, customers are encouraged to plan ahead.

More information on Delta’s layers of protection for safe travel can be found on Delta.com.