Case Study: Delta Global Services achieves faster, on-time wheelchair passenger processing and reduced fines with Honeywell's Intermec CS40 mobile computers

Delta Global Services - Customer Case Study

Delta Global Services (DGS), a Delta Airlines subsidiary that handles wheelchair and special‑needs passenger assistance at Memphis International Airport, faced extreme time pressure and heavy fines from the U.S. DOT if passengers weren’t escorted to connecting flights on schedule. To avoid costly penalties and staffing inefficiencies during intense arrival peaks, DGS turned to Honeywell and deployed the Intermec by Honeywell CS40 mobile computer to improve pickup reliability and speed.

Honeywell’s solution gives dispatchers real‑time assignment delivery to CS40‑equipped agents who scan passengers’ bar‑coded boarding passes and gate location codes over a 3.75G network; transactions are time‑stamped and closed out instantly. The Intermec by Honeywell CS40 boosted productivity by about 10–20%, delivered scanning reliability that accounts for roughly 99% of transaction efficiency, produced measurable ROI within 30 days, reduced customer complaints, and eliminated manual workarounds—allowing DGS to stay ahead of schedule and expand the system to additional airports.

Delta Global Services

Tom Farmakis

Vice President of Marketing & Business Development