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ATLANTA — Delta Air Lines (DL) announced on August 10 that Delta Concierge, its AI-powered in-app assistant, is now available to all SkyMiles Members, less than a year after the tool first launched in beta.
The expansion marks a significant milestone for the carrier's digital strategy, with the tool having supported thousands of customer interactions since its phased rollout began earlier this summer.
What It Does
Delta Concierge is built into the Fly Delta app and uses the context of a customer's Delta relationship, including upcoming trips and account details, to surface answers and complete common travel tasks without navigating through menus. Current capabilities include flight status checks, rebooking during disruptions, bag tracking, SkyMiles balance lookups, and eCredit retrieval.
The newest addition is self-service flight cancellations, allowing eligible customers to cancel a full itinerary directly through the chat interface, with the assistant submitting a refund request or issuing an eCredit in real time. At launch, the feature supports full-itinerary cancellations only.
Availability
Delta Concierge is accessible to all SkyMiles Members, which Delta notes is free to join, via the latest version of the Fly Delta app. The tool is found through the Concierge icon on the app home screen. Delta says the assistant will retain its beta label as new features continue to roll out based on customer feedback in the months ahead.
"Making it available to every SkyMiles Member is a big step forward in our goal to put more control in customers' hands," said Eric Phillips, Chief Digital Officer at Delta.
Featured image Marty Basaria/Airways
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