Delta has introduced Delta Concierge, an Artificial Intelligence (AI)-powered digital tool bringing advanced capabilities to its Fly Delta app beginning in 2025, and unveiled multi-modal transportation options offered through Delta partners Uber and Joby.
Delta Concierge is built into the Fly Delta app. The experience uses Generative AI to create seamless and personalised experiences, while making a customer’s journey easier.
“Delta is thinking differently about how we blend the digital and physical experiences, starting with the Fly Delta app,” said Ed Bastian, CEO, Delta Air Lines. “Our vision for Delta Concierge is that it will serve as an AI-powered personal assistant that combines the context of who our customers are and how they like to travel, with the deep knowledge and insights we’ve built as the world’s most reliable airline.”
At CES in 2020, Delta previewed its ‘concierge’ concept. That vision will now come to life through Delta Concierge beginning in 2025.
Using data and AI, Delta is driving its ability to build loyalty among customers like never before, changing the way the airline connects with customers during and outside their day of travel. Delta has outlined several examples to illustrate the role Delta Concierge will play in the years ahead for customers. Customers can engage Delta Concierge using natural language text or voice input. In real-time, the tool will eventually anticipate customers’ needs, provide contextualised guidance and take actions on customers’ behalf.
The AI assistant will work on behalf of the customer to better understand arrival and departure needs and create efficiencies that save time and stress.
Delta Concierge will make pre-trip planning more intuitive and keep customers informed at every step. Beginning this year, Delta Concierge will notify customers about upcoming passport expiration and visa requirements. In the years ahead, the technology will offer destination-specific notifications like updates on weather conditions to help with packing and preparedness.
Wayfinding at unfamiliar airports will become easier with proactive notifications for directions to bag drop, Delta Sky Clubs and their gate. It will also save customers time, letting them know when there’s a dedicated TSA PreCheck Touchless ID line for an expedited security experience.
In future releases, Delta Concierge will enable customers to automatically connect to Delta Sync Wi-Fi and Delta Sync seatback, the airline’s personalised inflight entertainment experience. These enhancements and more are designed to give customers time back, offering premium, elevated and personal moments to spend the journey how they want to.
