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Delta introduces AI-driven travel journey with innovative ‘multi-modal’ transit solutions
The always-active, AI-enriched ‘Delta Concierge’ offers tailored, contextual insights and experiences to assist travelers in engaging with their journey in a more significant way at every phase. New collaboration with Uber and advancements with Joby illuminate the future of ‘multi-modal’ travel.
Delta has officially launched Delta Concierge, an AI-empowered digital resource that will enhance its Fly Delta app starting in 2025 and further, and has revealed ‘multi-modal’ transportation alternatives available through Delta’s collaborators Uber and Joby.
Delta @CES 2025
Delta’s announcements to launch its centennial year:
Delta Concierge is integrated within the Fly Delta app, providing travelers with greater control and assurance as they navigate their travel experiences. The service utilizes generative AI to craft seamless and personalized instances while simplifying the customer’s journey.
“Delta is adopting a fresh perspective on blending digital and physical experiences, starting with the Fly Delta app,” remarked Ed Bastian, CEO. “Our aspiration for Delta Concierge is that it functions as an AI-driven personal aide that amalgamates knowledge of our customers’ preferences and travel habits with the extensive insights we’ve garnered as the globe’s most dependable airline.”
At CES in 2020, Delta provided a preview of its ‘concierge’ idea, showcasing an effortless and worry-free travel experience of the future. This vision is set to be realized with Delta Concierge commencing in 2025. The airline also detailed what else clients can anticipate, previewing new collaborations with Uberand YouTube, which were also announced during CES today, and offering a glimpse into how Delta envisions its partnership with Joby evolving in the years to come.
AI will Drive the Premium, Membership-Enriched Journey on Delta
Leveraging data and AI, Delta is enhancing its capability to cultivate customer loyalty in unprecedented ways, altering the way the airline interacts with clients during and beyond their travel day. Delta highlighted several illustrations to demonstrate the significance Delta Concierge will have for customers moving forward.
Clients can interact with Delta Concierge using natural language text or voice commands. Eventually, in real-time, the tool will anticipate customer needs, offer contextual guidance, and act on their behalf.
The AI assistant will function on behalf of the client to better comprehend arrival and departure requirements and create efficiencies that minimize time and anxiety. This complements ensuring that clients can access all the advantages of SkyMiles membership throughout their journey.
Delta Concierge will simplify pre-travel arrangements and keep travelers informed at every junction. Starting this year, Delta Concierge will alert clients about approaching passport expirations and visa prerequisites. In the coming years, the technology will provide useful destination-specific alerts such as weather updates to aid with packing and preparedness.
Wayfinding in unfamiliar airports will be made simpler with Delta Concierge providing proactive notifications for directions to baggage drop, Delta Sky Clubs, and respective gates. It will also save time for clients by informing them when a dedicated TSA PreCheck® Touchless ID line is available for an expedited security experience.
In forthcoming updates, Delta Concierge will enable clients to automatically connect to Delta Sync Wi-Fi and Delta Sync seatback, the airline’s groundbreaking personalized in-flight entertainment system powering the future of travel via SkyMiles Membership. These upgrades and more are intended to offer clients their time back, presenting elevated, premium, and personalized instances to utilize their journey as they wish.
Read more about the enhancements anticipated for Delta Sync in 2025 announced at CES.
Bringing together partners to forge new modes of smooth, membership-enhanced travel
Delta outlined a ‘multi-modal’ future of travel—where a single customer itinerary will be seamlessly connected from beginning to end through extensive partner integrations. Delta Concierge will interpret customer requirements and preferences to identify the optimal path for them, leveraging the interconnected travel ecosystem that is on the horizon.
“Delta is uniting innovative technologies and collaborations to create a connected travel experience from beginning to end,” stated Bastian. “This generates more choices for customers to reach their destination in a manner that is most convenient for them.”
Ed was joined on stage by Uber CEO Dara Khosrowshahi to announce a new collaboration set to launch this Spring. Through this partnership, customers who link their accounts can accrue miles for qualifying rides and deliveries. SkyMiles Members will receive 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. Moreover, 1 mile per dollar will be awarded on valid restaurant and grocery orders.
Sign up for the waitlist here to be among the first to link accounts, start accumulating miles, and unlock exclusive waitlist benefits. Additional information on the partnership and launch date will be disclosed in the forthcoming weeks.
With over 15% of all Uber ride bookings either starting or concluding at an airport, this collaboration emphasizes the home-to-destination connectivity Delta aspires to implement across its experience through integrations with favored everyday brands and companies.
Delta Concierge will also link up with Joby’s electric aerial taxi service that aims to revolutionize the travel experience with home-to-airport transfers in the years to come. Joby will merge the convenience and cost-effectiveness of ridesharing with the advantages of flight, rendering clean, more eco-friendly, quiet, and cost-efficient air travel a regular occurrence.
Delta and Joby declared their collaboration in 2022 and anticipate launching operations at Delta’s New York (LGA and JFK) and Los Angeles (LAX) hubs in the future, subject to approval from federal and local bodies.
Click here for further details regarding Delta’s CES 2025 keynote address.
Technology serves as a formidable instrument – yet it is the individuals that enable genuine innovation. To commence Delta’s centenary celebration, Delta CEO Ed Bastian hosted an engaging CES 2025 keynote session in Las Vegas that commemorated the airline’s heritage of innovation over the last century while casting a glance ahead at their aspirations for leveraging technology to enrich human experiences today, tomorrow, and in the next century. Currently, Delta is collaborating with some of the globe’s preeminent brands to revolutionize travel and create more opportunities for customers to relish the journey as much as the destination – all available at no charge with SkyMiles Membership. Discover more in the CES 2025 summary and media kit. Our ascent will never cease.
© 2025 Delta Air Lines, Inc.
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