ATLANTA — Mike Davis, a ramp agent for Delta Air Lines, begins his day at Hartsfield-Jackson Atlanta International Airport. He swiftly heads to the gate area using a baggage tug to handle passenger luggage. As he explains, “We have two bags to pick up, with one stop.” Navigating the busy space between the terminal and taxiway, Davis efficiently manages the incoming luggage.
When the plane arrives, bags roll down a conveyor belt. Davis picks up two suitcases and scans their barcodes using a rugged handheld computer. This process ensures the bags are correctly tracked. Then, Davis resumes his journey, maneuvering past other equipment and aircraft on the tarmac. With Memorial Day initiating the busiest period for U.S. airlines, Delta tackles over 100,000 bags daily in Atlanta alone. On average, nine employees handle each bag throughout its journey.
NPR gained an exclusive look at how this luggage moves through the world’s busiest airport. “Atlanta is an enormous operation, Delta’s biggest by a long way,” states Paul Buckley, Delta’s director of operations. To streamline this complex operation, Delta developed an AI system, akin to a ridesharing algorithm, to help drivers like Davis move bags efficiently.
“In our old dispatching system, drivers decided the order to handle bags, leading to inconsistencies,” Buckley explains. “Now, we have uniformity in delivery order.” The AI aids drivers in prioritizing which bags need urgent attention.
For Davis, the AI simplifies his tasks: “I don’t focus on numbers or routes. The system handles that. It guides me to the correct gate.” Despite its efficiency, the AI occasionally presents tight connections, challenging Davis’s timing. “Sometimes, I thought I wouldn’t make a connecting flight, but chances paid off when I did,” Davis shares.
The process distinguishes between “hot bags,” needing quick connections, and “cold bags,” those with more than a two-hour layover. Cold bags proceed to the airport’s intricate bag-sorting system beneath the passenger concourses.
The introduction of the AI system reportedly improved Delta’s baggage transfer success rates by 20%. Plans are in motion to implement the system in Detroit and Minneapolis-Saint Paul hubs. Despite technological advances, Delta has no intention of replacing ramp staff with AI.
Buckley emphasizes, “AI serves as a performance enhancer, providing tools for employees to excel.” The system particularly assists new drivers and smoothens the workflow for experienced ones like Davis.
Davis, a recognized tug driver, appreciates the new system’s efficiency: “Critical thinking was essential before. Now, tasks simplify.” Asked about missing the problem-solving aspect, Davis replies, “You adapt with the times; it’s about continuous improvement.”