The Delta Concierge App
Delta Air Lines has made its digital assistant, Delta Concierge, available to 100 percent of SkyMiles members, less than a year after launching the tool in beta.
The expansion marks a major step in Delta’s efforts to give customers greater control and faster support directly through the Delta app, according to a statement issued by the airline.
Delta Concierge uses information from a member’s account, including upcoming trips and SkyMiles details, to answer questions and handle common travel-related tasks. It serves as a single point of entry within the app while connecting customers to Delta employees when human assistance is required.
“Delta Concierge reflects our commitment to building digital tools that make travel easier and help customers get the assistance they need,” said Eric Phillips, Chief Digital Officer.
“Over the past several months, we’ve listened closely to how customers use Concierge and rapidly added the features they’ve asked for most. Making it available to every SkyMiles member is a big step forward in our goal to put more control in customers’ hands,” he added.
Since its beta launch, Delta has rolled out Concierge in phases and introduced new features based on customer feedback. The tool has already supported thousands of interactions, recording strong satisfaction scores and helping the airline identify the capabilities customers value most.
The latest update allows eligible customers to cancel a flight directly through a chat with Concierge. The assistant can submit a refund request or issue an eCredit in real time, although only cancellations covering an entire itinerary are currently supported.
The new feature joins other transactional services introduced this year, including rebooking during disruptions and the ability to check eCredits, SkyMiles status, Medallion Qualifying Dollars (MQDs) and baggage details.
As summer travel peaks, Delta says Concierge can help reduce uncertainty by providing trip-specific information, ranging from day-of-travel guidance to account details, without requiring customers to search through their reservations.
With Delta Concierge, passengers can check flight status, rebook or cancel eligible flights, and request refunds or eCredits through the chat function. The assistant can also identify a customer’s nearest upcoming trip automatically and, when a flight changes, explain what happened and suggest alternatives.
Passengers can also check their baggage status and receive a summary of their bags across a trip. They can also access information on their mileage balance, MQD progress and eCredits without having to navigate through multiple menus.
A Business Desk Report