Delta Expands Generative AI Use in Passenger Services
Delta Air Lines has rolled out its generative AI travel assistant, Delta Concierge, to all SkyMiles members. The tool aims to assist passengers with flight disruptions and baggage tracking.
Delta Air Lines has fully integrated its generative artificial intelligence travel assistant, Delta Concierge, across its SkyMiles membership program. The rollout, completed by August 2026, aims to enhance customer support for issues such as flight disruptions, self-service cancellations, and baggage tracking.
The technology was first unveiled by Delta CEO Ed Bastian at CES in January 2025. Amala Duggirala, who joined Delta as Chief Digital & Technology Officer in January 2026, has overseen the broader implementation of AI strategies within the airline.
In an essay published in January 2026, Duggirala emphasized that organizational culture and adoption are more challenging than the technology itself. She advocates for operationalizing AI rather than treating it as an experiment and stressed the importance of immersive leadership training and cultivating continuous learning within the workforce.
Prior to Delta, Duggirala led significant AI initiatives at USAA, where she oversaw the training of approximately 38,000 employees in AI awareness and the development of over 200 AI products. Her role at Delta consolidates technology and digital product functions under one leader, building on previous AI successes such as a baggage handling optimization pilot.