Delta AI Assistant Boosts Customer Satisfaction Scores 25 Points During Travel Disruptions

Delta Air Lines has seen its latest digital tools boost customer satisfaction while helping travelers get where they want to go. During the company’s June quarter earnings call held Friday (July 10), Delta Air Lines Chief Operating Officer Dan Janki highlighted enhanced digital tools that include a simplified rebooking process, expanded self-service and the airline’s artificial intelligence-powered digital assistant, Delta Concierge. “Our customers are noticing,” Janki said of these enhancements. “This has driven more than a 25-point improvement in NPS [Net Promoter Score] during periods of irregular operation.” Delta Air Lines announced in October 2025 that Delta Concierge was rolling out to select customers in beta form. The company said the AI-powered assistant could provide real-time answers to travel questions, provide personalized FAQs based on the user’s travel history and preferences, and provide bag tracking and claim status. Delta added that it would gradually expand the functionality of the assistant and customers’ access to it. During Friday’s call, Delta Air Lines CEO Ed Bastian said the Delta Concierge assistant is now available to more than half of the users of the Fly Delta app and that it will roll out to all users by the end of July. With this digital assistant, the airline is “making the journey more seamless,” Bastian said. During the June quarter, Delta A...