Delta expands AI travel assistant to all SkyMiles members amid ongoing beta refinement

Delta Air Lines has rolled out its generative AI travel assistant, Delta Concierge, to all SkyMiles members via the Fly Delta app, aiming to enhance personalised travel support while continuing to refine the tool based on user feedback.

Delta Air Lines has finished rolling out Delta Concierge, its generative AI travel assistant, to all SkyMiles members through the Fly Delta app. The airline said the tool is still being treated as a beta product, even as it moves beyond the limited test group that began using it on October 29, 2025.

According to Delta, the assistant is designed to give customers personalised support before and during a trip by drawing on information linked to a SkyMiles account. That allows it to answer questions about upcoming travel without forcing users to search through multiple screens or manually find a reservation. The company says the aim is to combine digital self-service with human support rather than replace staff.

The assistant can now handle several routine tasks inside the chat interface. Delta says eligible flights can be cancelled there, while refund requests and qualifying eCredits can be processed in real time. It can also show flight status, help rebook during disruptions, explain itinerary changes, track checked baggage and display SkyMiles balances, Medallion Qualification Dollar progress and available eCredits. Delta added that the system also recognises a customer’s next itinerary automatically, making it easier to ask about an upcoming trip.

The expansion fits into Delta’s broader push to use artificial intelligence in the travel journey. The airline first introduced the concept at CES 2025 as part of a wider digital strategy that also included future multi-modal travel partnerships. For now, Delta says it will keep refining Concierge based on customer feedback and usage patterns as it adds more functions.