Message from CEO Kim Day: Innovative Solutions Create a Safer Journey for DEN Passengers

The holiday season is upon us and while, like everything this year,  the holidays will be different, Denver International Airport (DEN) is prepared to help those traveling have a safe and efficient journey. The safety of our passengers and our employees remains our number one priority, and since the outbreak of COVID-19, we’ve developed innovative ways to better protect everyone at the airport. If you’re traveling through DEN in the coming weeks and even months, look for some of these new innovations which complement the great customer service and passenger experience you’re accustom to when visiting us.

This year has made all of us hyper-aware of how germs spread and how to best keep one another safe. As we adapt to this new way of life, where people are more health-conscious and more germ-conscious, DEN is looking for ways to create a more touchless experience from curb to gate. We began by mapping the entire passenger experience to identify physical touchpoints, and then proceeded to eliminate as many interactions as possible through a series of new programs to further protect our passengers.

Our first pilot program, called VeriFLY, allows health-conscious passengers to move safely through security and to their gate with more reliability and reduced contact. Using an app, passengers can make a reservation for a specific time at a dedicated TSA screening lane and a limited-capacity train car. The new program is free and only available at DEN. Passengers must complete a self-health screening prior to their flight and a temperature check the day of their flight to participate. To learn more about the program visit, www.flydenver.com/verifly.

Another new program offers touchless ordering, payment and delivery of food. Eats Delivered is a new 12-month pilot program that brings tastes of your favorite DEN restaurants to you, wherever you are in the airport. Eats Delivered is powered by our partner At Your Gate, and by using their app, passengers and employees can order food from participating concessions and have it delivered to their gate, baggage claim or in the terminal. Through Eats Delivered, DEN passengers are now no longer limited to concessions located only on their departing concourse. Eats Delivered is a way to avoid waiting in lines and exchanging cash or credit cards. It also provides another convenient option for passengers with a tight connection, limited time or traveling with small kids. As we try to space out passengers for their protection, people are being encouraged to enjoy their food away from crowded areas; food delivery is the perfect way of making this happen efficiently.

The third pilot program we recently launched to reduce physical interaction is our Live Virtual Agent program, which allows travelers to have a face-to-face interaction via video chat with one of our knowledge and friendly customer service agents. Using the DEN Live Agent program, travelers can get assistance with airline and ground transportation information, find a shop or restaurant, navigate the airport and much more. One of the benefits of Live Agent is that a traveler can use their camera to show the Live Agent where they are in the airport and the agent can then point out signage and landmarks to help the traveler navigate.

In addition to these innovations, we continue to look for other ways to enhance the health and safety of our passengers. Recently, we partnered with XpresCheck to provide COVID-19 testing. The new XpresCheck location is now open on Concourse B and offers Polymerase Chain Reaction (PCR) and Rapid Molecular testing for a fee

As we look to the future, we will continue to pilot these programs, while also looking for new ways to provide a more touchless journey; one that instills confidence that you are safe and provides more convenience as you travel through DEN.

This holiday will be difficult for many who are not able to travel to visit loved ones. For those who do travel, please know that the entire DEN team is committed to keeping you safe and we hope you will take advantage of our new,  great programs. For those who aren’t quite ready to travel, we will remain ready when you’re ready!

Safe travels and Happy Holidays,

Kim Day
Chief Executive Officer