Inside ATL: how Delta juggles 100,000 bags a day at the world's busiest airport

ATLANTA — Prior to a plane's arrival, Mike Davis is already en route to the gate at Hartsfield-Jackson Atlanta International Airport.

"We have two bags to pick up, with one stop," Davis explained while operating a baggage tug responsible for transporting luggage to and from aircraft.

Davis is employed by Delta Air Lines, working in the ramp area—the busy space between the terminal and the taxiway. He awaits the jet’s arrival as bags begin to descend the conveyor belt. Utilizing a handheld computer resembling a rugged iPad, Davis scans the barcodes on the luggage tags.

"As I scan, a green signal confirms the bag is A-okay," Davis stated.

Navigating through various tugs, trucks, and planes, he remains in constant motion between terminals and gates.

Memorial Day heralds the busiest season for U.S. airlines, with millions of passengers and their bags traveling. On peak days, Delta manages over 100,000 bags within Atlanta, with approximately 75% routed toward their final destinations. On average, each bag is handled by nine airline employees during its journey.

NPR was granted a rare glimpse into the behind-the-scenes operations of how luggage flows through the world’s busiest airport by passenger traffic.

"Atlanta is a colossal operation, Delta's largest by far," noted Paul Buckley, Delta’s director of operations at this hub. To navigate this complex environment, the airline developed its proprietary AI system to enhance the efficiency of its tug drivers, functioning akin to a ridesharing algorithm.

"In our previous dispatching system, drivers were assigned bags to manage but could determine their own handling order. The efficacy varied by individual. Now, we have consistency, as we know the precise order for deliveries," Buckley explained.

This AI system assists drivers in prioritizing which bags to transport first.

"I no longer need to focus on calculating numbers or figuring out my route. The system handles all that," affirmed Mike Davis. "It directs me to the correct gate; my only task is to arrive there."

However, Davis mentioned that the AI system is not infallible, at times providing very tight connection schedules.

"There have been instances when I anticipated missing a connecting flight. Yet, I took the chance and arrived at the gate just in time—the plane was still there. It was fortunate for both me and the customer," he recounted. "While the timing can be beyond my control, I can manage my pace if I have 20 minutes."

Swift connections of this nature are termed "hot bags," while those with layovers exceeding two hours are referred to as "cold bags." The latter are processed through an extensive baggage-sorting system located beneath the airport's passenger concourses, where they traverse a vast network of conveyor belts and metal inclines.

Delta reports that the implementation of the new AI system has resulted in an enhancement of its baggage transfer success rates by as much as 20%. The airline intends to extend the system's application to its additional hubs in Detroit and Minneapolis-Saint Paul later in the year.

Despite these advancements, Delta reaffirmed that AI will not replace its human ramp personnel.

"We view AI not as a means to substitute our workforce but as an enabler, enhancing performance and equipping our personnel with tools to achieve greater efficiencies," Buckley stated.

Delta management indicated that the system has particularly benefited newer drivers, while also easing the workload for experienced employees like Mike Davis, who has received accolades as one of Delta's top tug drivers.

"I used to be a critical thinker on the job. This technology streamlines the thought process," he remarked.

When asked if he misses the problem-solving aspects of his work, Davis responded without hesitation.

"You know how people say, 'out with the old and in with the new?' That’s part of it. It's termed continuous improvement," he remarked. "To remain relevant, adapting to change is essential."