Delta is set to revolutionize air travel with the introduction of Delta Concierge, an AI-powered digital tool integrated into its Fly Delta app starting in 2025. The new service aims to enhance the travel experience, giving customers more control and confidence throughout their journey. Delta Concierge will leverage generative AI to offer personalized and seamless travel assistance, simplifying the entire experience.
“Our vision for Delta Concierge is to serve as an AI-powered personal assistant that blends the digital and physical aspects of travel, helping us deliver personalized service based on who our customers are and how they like to travel,” said Ed Bastian, CEO of Delta. “With the deep insights we’ve gained as the world’s most reliable airline, Delta Concierge is designed to make travel easier and more enjoyable.”
Delta first previewed the concept of a concierge service at CES 2020, illustrating the future of stress-free travel. Now, in 2025, that vision will become a reality, offering customers a new level of convenience and support. Delta also unveiled new partnerships with Uber and Joby, along with a collaboration with YouTube, all aimed at enhancing the travel experience.
Delta Concierge will allow customers to interact with the tool through both voice and text, providing real-time assistance, anticipating needs, and offering context-specific guidance. It will also take actions on the customer’s behalf, such as providing pre-trip planning tips, managing travel requirements, and notifying customers about essential details like passport expiration and visa conditions. In the future, the AI assistant will offer destination-specific updates, such as weather forecasts, to help travelers better prepare for their trips.
The new service will work seamlessly with Delta’s SkyMiles program, helping members unlock rewards and benefits along the way. As the tool continues to evolve, Delta Concierge is expected to play an even larger role in improving the overall customer experience, making travel more efficient, intuitive, and stress-free.
