Making changes to a flight itinerary just got a whole lot easier for Delta's most loyal fliers.
The Atlanta-based carrier has successfully rolled out its AI assistant feature, Delta Concierge, to all SkyMiles loyalty members.
With the expansion, any passenger with a SkyMiles account can now make flight changes, like self-service cancellation and rebooking, by messaging the digital assistant within the Delta app.
Delta Concierge will also assist passengers by submitting requests for refunds or eCredits in real time.
“Delta Concierge reflects our commitment to building digital tools that make travel easier and help customers get the assistance they need,” said Eric Phillips, the carrier’s chief digital officer.
The AI assistant first launched in beta last year to a small group of customers and has been expanding the feature in phases throughout the summer.
The tiered rollout has allowed Delta to add new capabilities to the feature based on rolling customer feedback.
“Over the past several months, we’ve listened closely to how customers use Concierge and rapidly added the features they’ve asked for most,” Phillips said. “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.”
The Concierge feature uses SkyMiles members’ account details and upcoming trip information to answer questions and manage other travel needs.
The digital assistant can also help passengers rebook flights during disruptions, look up eCredits, track bags, and check flight status. Delta Concierge automatically pulls up details for fliers’ next upcoming reservation.
The airline says it will continue to add new features to the tool based on customer feedback in the coming months.
SkyMiles members can access the new feature by updating the Delta app to its latest version and clicking the Concierge icon in the upper right corner.
For the latest travel news, updates and deals, subscribe to the daily TravelPulse newsletter.
Topics From This Article to Explore
