Delta Unveils AI-Powered Travel Journey with ‘Multi-Modal’ Options

Delta has introduced Delta Concierge, an AI-powered digital tool bringing advanced capabilities to its Fly Delta app beginning in 2025 and beyond and unveiled ‘multi-modal’ transportation options offered through Delta partners Uber and Joby.

Delta Concierge is built into the Fly Delta app, giving customers more control and confidence navigating their travel experience. The experience uses generative AI to create seamless and personalized moments while making a customer’s journey easier.  

“Delta is thinking differently about how we blend the digital and physical experiences, starting with the Fly Delta app,” said Ed Bastian, CEO. “Our vision for Delta Concierge is that it will serve as an AI-powered personal assistant that combines the context of who our customers are and how they like to travel, with the deep knowledge and insights we’ve built as the world’s most reliable airline.”  

At CES in 2020, Delta previewed its ‘concierge’ concept, illustrating seamless and stress-free travel in the future. That vision will now come to life through Delta Concierge beginning in 2025.

The airline also outlined what else customers can expect on the horizon, previewing new partnerships with Uberand YouTube, also announced at CES today, and giving a sneak peek at what Delta expects its partnership with Joby to look like over the coming years. 

AI will Power the Premium, Membership-Unlocked Journey on Delta

Using data and AI, Delta is driving its ability to build loyalty among customers like never before, changing the way the airline connects with customers during and outside their day of travel. Delta outlined several examples to illustrate the role Delta Concierge will play in the years ahead for customers.  

Customers can engage Delta Concierge using natural language text or voice input. In real-time, the tool will eventually anticipate customers’ needs, provide contextualized guidance and take actions on customers’ behalf.  

The AI assistant will work on behalf of the customer to better understand arrival and departure needs and create efficiencies that save time and stress. This goes hand in hand with ensuring customers can unlock all the benefits of SkyMiles membership along their journey. 

Delta Concierge will make pre-trip planning more intuitive and keep customers informed at every step. Beginning this year, Delta Concierge will notify customers about upcoming passport expiration and visa requirements. In the years ahead, the technology will offer useful destination-specific notifications like updates on weather conditions to help with packing and preparedness.  

Wayfinding at unfamiliar airports will become easier thanks to Delta Concierge with proactive notifications for directions to bag drop, Delta Sky Clubs and their gate. It will also save customers time, letting them know when there’s a dedicated TSA PreCheck® Touchless ID line for an expedited security experience.  

In future releases, Delta Concierge will enable customers to automatically connect to Delta Sync Wi-Fi and Delta Sync seatback, the airline’s industry-leading, personalized in-flight entertainment experience powering the future of travel through SkyMiles Membership. These enhancements and more are designed to give customers time back, offering premium, elevated and personal moments to spend the journey how they want to.

Convening partners to create new modes of seamless, membership-unlocked travel

Delta outlined a multi-modal future of travel—where a single customer itinerary will be connected from start to finish through deep partner integrations. Delta Concierge will make sense of customer needs and preferences to find the best path for them, leaning on the ecosystem of connected travel coming in the years ahead.  

“Delta is bringing together innovative technologies and partnerships to create a connected travel experience from start to finish,” said Bastian. “This creates more choice for customers to get to their destination in a way that works best for them.”

Ed was joined onstage by Uber CEO Dara Khosrowshahi to announce a new partnership launching this Spring. Through the partnership, customers who link their accounts can earn miles for eligible rides and deliveries.

SkyMiles Members can earn 1 mile per dollar spent on UberX rides to and from airports, 2 miles per dollar on premium rides and 3 miles per dollar on Uber Reserve rides. Plus, 1 mile per dollar spent on eligible restaurant and grocery orders.