More control, fewer taps: Delta Concierge expands to all SkyMiles Members
Delta Concierge is now available to all SkyMiles Members in the Delta app, helping customers manage travel needs including support during disruptions, customer-initiated cancellations, bag tracking and SkyMiles account details directly through the AI-powered assistant.
Major Milestone
- Now available to all SkyMiles Members — less than a year after its beta launch.
- Designed as a single point of entry for support, using customer context (upcoming trips, account details) to deliver faster, more personalized help.
New Capabilities
- Self-service flight cancellations: Cancel eligible flights directly in chat, with refunds or eCredits processed in real time.
- Rebooking support: Helps during disruptions by surfacing alternative flight options.
- Bag tracking: Summarizes checked bag status across your trip.
- SkyMiles account management: Quickly check mileage balance, MQDs, and eCredits.
Customer Experience
- Concierge recognizes your nearest upcoming trip, so you don’t need to dig through reservations.
- Provides day-of-travel guidance and personalized answers.
- Keeps Delta staff at the center of care, while giving customers more control digitally.
Strategic Focus
Eric Phillips, Delta’s Chief Digital Officer, highlighted that Concierge is part of Delta’s broader push to build trusted digital tools that simplify travel while maintaining human expertise.
Access
- Update to the latest Delta app.
- Look for the Concierge icon on the home screen (top right).
- Still labeled “beta” as Delta continues to add features based on feedback.
This rollout shows how airlines are increasingly blending AI-driven digital assistants with human service to streamline travel.
