Delta Concierge expands to all SkyMiles members

International

The AI-powered assistant now supports flight cancellations, disruption management, bag tracking and SkyMiles account queries directly in the Delta app

Delta has expanded its Delta Concierge digital assistant to all SkyMiles members, less than a year after launching the service in beta. Integrated into the Delta app, the AI-powered tool uses information about a customer’s upcoming trips and account to provide personalized assistance and handle common travel tasks.

Delta introduced Concierge gradually, initially giving access to a limited number of customers before expanding the service during the summer. According to the airline, thousands of customer interactions during this period helped shape the latest features.

Flight cancellations added to self-service options

One of the newest functions allows customers to cancel eligible flights through a conversation with Delta Concierge. The assistant can submit a refund request or issue an eCredit in real time. Currently, the function is limited to cancellations of complete itineraries.

The feature joins existing tools for rebooking passengers during flight disruptions and retrieving information about eCredits, SkyMiles status and checked baggage.

“Over the past several months, we’ve listened closely to how customers use Concierge and rapidly added the features they’ve asked for most,” said Eric Phillips, Delta’s Chief Digital Officer. Making the assistant available to every SkyMiles member was an important step towards giving customers greater control while retaining access to Delta employees when personal assistance is required.

One entry point for common travel needs

Delta Concierge can automatically identify a member’s nearest upcoming trip, reducing the need to search manually through reservations. Passengers can ask about flight status, trip details or changes to their itinerary.

During disruptions, the assistant can explain what has changed and help identify alternative flights. Passengers can also use it to check the status of their baggage throughout a journey.

SkyMiles members can retrieve their mileage balance, Medallion Qualification Dollar balance and available eCredits through the same interface.

Beta phase continues as new functions are added

Delta sees Concierge as part of a broader effort to simplify digital customer service by bringing information and transactions together within the app rather than requiring passengers to navigate multiple menus.

The assistant remains officially in beta while Delta evaluates customer feedback and introduces additional capabilities. SkyMiles members can access Delta Concierge after updating to the latest version of the Delta app, with the Concierge icon appearing in the upper-right corner of the home screen.