Delta Air Lines has expanded its AI-powered Concierge feature from beta to all SkyMiles members inside the Delta app. The tool now handles disruption support, customer-initiated cancellations, bag tracking and SkyMiles account details, giving travellers a single in-app entry point for common service tasks.
Customers can cancel eligible flights directly in chat, with the assistant able to submit a refund request or issue an eCredit in real time. Delta also built the service around a customer’s travel context, including upcoming trips and account information, so it can personalise responses and support rebooking and status checks without moving out of the app.
The broader rollout follows several months of limited use, during which Delta refined Concierge based on how customers interacted with it. The airline has positioned the product as a higher-automation service channel that still keeps staff involved in the care model, while extending access to its full SkyMiles base less than a year after the beta launch.