Delta Concierge, the digital assistant built into the Delta app to help customers get the support they need throughout their journey, 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 personalized, serving as a single point of entry for getting questions answered and managing common travel needs with Delta—while keeping Delta people at the center of the care and expertise customers expect throughout their journey.
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 personalized 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.
Cancel a flight
Delta Concierge can submit a refund request or issue an eCredit in real time.
