Delta rolls out AI-powered Concierge to all SkyMiles Members

Delta has made its AI-powered Concierge available to all SkyMiles Members, giving personalised support in the app for disruptions, cancellations, baggage and account needs while keeping Delta people at the centre of customer care.

Summary:

Delta has made its AI-powered Delta Concierge available to all SkyMiles Members, providing personalised digital support directly through the Delta app.
Delta Concierge helps customers manage common travel needs, including disruption rebooking, eligible flight cancellations, bag tracking, eCredits and SkyMiles account details.
The digital assistant combines AI-powered self-service with human support, using customers’ travel and account context to provide faster, more intuitive assistance throughout the journey.

Delta Concierge is now available to all SkyMiles Members in the Delta app, helping customers manage travel needs including support during disruptions, customer-initiated cancellations, bag tracking and SkyMiles account details directly through the artificial intelligence (AI)-powered assistant.

Delta Concierge, the digital assistant built into the Delta app to help customers get the support they need throughout their journey, is now available to 100% of SkyMiles Members, marking a major milestone less than a year after the tool first launched in beta.

As a SkyMiles Member benefit, Delta Concierge uses the context of customers’ Delta relationship – including upcoming trips and account details – to make support faster, more intuitive and more personalised, serving as a single point of entry for getting questions answered and managing common travel needs with Delta, while keeping Delta people at the centre of the care and expertise customers expect throughout their journey.

Since launch, Delta has steadily expanded access to Concierge – first to a small group of customers, then in phases throughout the summer – while adding new capabilities based on real customer feedback, with faster, more personalised help across the experience. The tool has supported thousands of customer interactions while maintaining strong customer satisfaction, helping Delta identify the features and improvements customers value most.

“Delta Concierge reflects our commitment to building digital tools that make travel easier and help customers get the assistance they need,” said Eric Phillips, Chief Digital Officer, Delta Air Lines. “Over the past several months, we’ve listened closely to how customers use Concierge and rapidly added the features they’ve asked for most. Making it available to every SkyMiles Member is a big step forward in our goal to put more control in customers’ hands, while ensuring Delta people continue to deliver the care and expertise that set us apart.”

Among the newest capabilities: customers can now cancel an eligible flight directly through a conversation with Delta Concierge, with the assistant submitting a refund request or issuing an eCredit in real time – making it easier to complete eligible transactions in the app. It’s one of several transactional features Delta has added this year, alongside rebooking support during travel disruptions and the ability to look up eCredits, SkyMiles Membership status and bag details.

Hear more from Delta Air Lines at the 20^th anniversary edition of FTE Global, taking place in Dallas, Texas, on 8 to 10 September 2026. Jason Hausner, Managing Director, Passenger Facilitation, Delta Air Lines, is participating in a session titled ‘The checkpoint has changed: How TSA Gold+ and next-generation technology are redefining airport security right now’.

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