Delta Concierge is now available to all SkyMiles Members in the Delta app, helping customers manage travel needs including support during disruptions, customer-initiated cancellations, bag tracking and SkyMiles account details directly through the AI-powered assistant.
Delta Concierge, the generative AI assistant built into the Delta app to provide real-time trip support, is now available to 100% of SkyMiles Members, marking a major milestone less than a year after the tool first launched in beta.
As a SkyMiles Member benefit, Delta Concierge uses the context of customers’ Delta relationship — including upcoming trips and account details — to make support faster, more intuitive and more personalised, serving as a single point of entry for getting questions answered and managing common travel needs with Delta.
Not a SkyMiles Member? It’s free and easy to join.
Since launch, Delta has steadily expanded access to Concierge — first to a small group of customers, then in phases throughout the summer — while adding new capabilities based on real customer feedback, with faster, more personalised help across the experience. The tool has supported thousands of customer interactions while maintaining strong customer satisfaction, helping Delta identify the features and improvements customers value most.
“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, while ensuring Delta people continue to deliver the care and expertise that set us apart.”
What’s New: Self-Service Flight Cancellations
Among the newest capabilities: customers can now cancel an eligible flight directly through a conversation with Delta Concierge, with the assistant submitting a refund request or issuing an eCredit in real time — making it easier to complete eligible transactions in the app. It’s one of several transactional features Delta has added this year, alongside rebooking support during travel disruptions and the ability to look up eCredits, SkyMiles Membership status and bag details.
As more customers take to the skies this summer, Delta Concierge can help reduce uncertainty by surfacing answers and next steps for trip-specific questions — from day-of-travel guidance to SkyMiles account details.
5 Things You Can Do with Delta Concierge Today
- Manage your flights. Check status, rebook or now cancel a flight and request a refund or eCredit — all within the chat.
Note: At this time, Delta Concierge only supports full-itinerary cancellations. - Get help faster. Concierge recognises your nearest upcoming trip, so you don’t have to search through reservations before asking for support.
- Review your options when plans change. If your flight is disrupted, Concierge can explain what changed and help you find alternative flights.
- Track your bags. Ask about your checked bags and Concierge will automatically pull and summarise status across your trip.
- Stay on top of your SkyMiles account. Look up your mileage balance, MQD balance earned toward Medallion Status and eCredits without digging through menus.
Delta Concierge reflects Delta’s broader focus on building trusted digital tools that help customers find the right answer, guidance or next step faster in the app — whether that means completing a task digitally or getting connected to the right form of support.
What’s New: Self-Service Flight Cancellations
Among the newest capabilities: customers can now cancel an eligible flight directly through a conversation with Delta Concierge, with the assistant submitting a refund request or issuing an eCredit in real time — no call or app-menu navigation required. It’s one of several transactional features Delta has added this year, alongside rebooking support during travel disruptions and the ability to look up eCredits, SkyMiles Membership status and bag details.
How to Access Delta Concierge
Customers can find Delta Concierge by updating to the latest version of the Delta app and looking for the Concierge icon on the home screen, in the upper right corner.
The tool will continue to evolve as Delta gathers feedback from real customer usage, retaining its “beta” label as new features roll out in the months ahead.
Featured image credited to Delta
