Delta Concierge is now available through the SkyMiles app, allowing members of this loyalty program to manage their trips, receive support in case of disruptions, and track their baggage, Publituris reports.

AI assistant

Delta Air Lines launched the beta version a year ago and has been gradually expanding access to SkyMiles members. The app now features an AI assistant which allows users to handle various travel-related issues.

“Delta Concierge uses the context of the customer’s relationship with Delta to make support faster, more intuitive and personalised, serving as a single point of contact to get answers to questions and manage common travel needs with Delta,” the information released reads.

Since its launch, this tool “has already supported thousands of customer interactions, maintaining high levels of satisfaction and helping Delta identify the features and improvements that customers value most,” the airline says.

“Delta Concierge reflects our commitment to creating digital tools that make travel easier and help customers get the assistance they need,” says Eric Phillips, Chief Digital Officer of Delta Air Lines.

New features

The airline says they have been taking customer feedback into account to best equip this service with new features. One of the main features is the ability for passengers to request the cancellation of their flight through the Delta Concierge assistant, who will then issue a refund request or an electronic credit in real time.

“This is one of several transactional features that Delta has added this year, along with support for rescheduling in case of travel disruptions and the ability to check electronic credits, SkyMiles account status, and baggage details,” the airline said.