Delta introduces AI concierge service for enhanced travel experience

Policy

Bob Letteney, V.P. - International Government Affairs | Delta Air Lines

By Sky Industry News

Jan 7, 2025

Delta Air Lines has introduced Delta Concierge, an AI-powered digital tool that will be integrated into its Fly Delta app starting in 2025. The announcement was made during the CES 2025 event, where Delta also revealed new 'multi-modal' transportation options in collaboration with partners Uber and Joby.

The Delta Concierge aims to enhance customer experience by blending digital and physical travel experiences. "Delta is thinking differently about how we blend the digital and physical experiences, starting with the Fly Delta app," said Ed Bastian, CEO of Delta. He described the vision for Delta Concierge as an AI-powered personal assistant that understands customers' preferences and enhances their travel experience.

The airline plans to use data and AI to build stronger customer loyalty by improving interactions during and outside travel days. Customers will be able to engage with Delta Concierge using natural language text or voice input, allowing the tool to anticipate needs, provide guidance, and take actions on behalf of travelers.

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Delta Concierge will also assist with pre-trip planning by notifying customers about passport expiration and visa requirements. Future updates will include destination-specific notifications such as weather conditions to aid packing and preparedness. The tool will simplify navigation at airports with proactive directions for bag drop, lounges, and gates while informing travelers about TSA PreCheck Touchless ID lines for expedited security.

Further enhancements will allow automatic connections to Delta Sync Wi-Fi and seatback entertainment systems, aiming to offer a more personalized in-flight experience through SkyMiles Membership.

Delta's partnership with Uber was also announced at CES 2025. Starting this spring, linked accounts will enable SkyMiles Members to earn miles on eligible rides and deliveries through Uber services. The collaboration emphasizes connectivity from home to destination by integrating popular brands into the travel experience.

Additionally, Delta's partnership with Joby promises future advancements in home-to-airport transportation using ridesharing combined with flight capabilities for sustainable air travel.

Bastian emphasized the integration of innovative technologies and partnerships: "Delta is bringing together innovative technologies and partnerships to create a connected travel experience from start to finish." The goal is to offer more choices for customers traveling between destinations efficiently.

As part of its centennial celebration, Delta hosted a keynote presentation at CES 2025 highlighting its legacy of innovation while looking forward to enriching human experiences through technology over the next century.