AI @ Delta Air Lines

Delta launched a beta rollout of the AI-powered Delta Concierge assistant offering real-time personalized support, deployed AI to improve baggage handling efficiency by 30%, and faced US House lawmakers probing its AI ticket pricing usage.

• Delta News Hub: Smarter journeys start here: Delta Concierge now in beta rollout
• Newsweek: Delta Is Now Using AI for Passengers' Baggage
• Reuters: US House lawmakers probe Delta Air Lines on use of AI in ticket pricing

Delta aggressively expanded AI-driven personalized dynamic pricing from 3% to targeting 20% of fares by year's end, leveraging generative AI and foundation models with the goal to maximize unit revenue. The AI pricing initiative attracted political scrutiny and raised questions about privacy, fairness, and regulatory compliance.

• Forbes: Will Delta Airlines' AI Pricing Trigger A Customer Trust Crisis?
• Afar: Delta Is Using AI to Set Fares—What That Means for Travelers
• Fox News: How AI is changing the way you book airline tickets
• Reuters: Delta plans to use AI in ticket pricing draws fire from US lawmakers
• The Verge: Delta is using AI to set the maximum price you're willing to pay
• Fortune: Delta moves toward eliminating set prices in favor of AI that determines what you'll pay
• CIO.inc: Delta Air Lines Taps AI to Rewrite Rules of Ticket Pricing
• NBC Miami: Delta Airlines' partnership with AI company raises concerns
• PYMNTS: Senator Raises Alarm Over Delta Air Lines' 'Personalized' Pricing
• Delta News Hub: Delta responds to misinformation around AI pricing
• ABC News: How Delta is using AI for ticket pricing and what it means
• NBC News: Delta Air Lines assures U.S. lawmakers it won't personalize fares
• Fox Business: Delta denies using AI to set flight prices after lawmakers' criticism
• US News: Delta's AI Pricing Faces Turbulence on Capitol Hill
• Business Traveler USA: Delta Bets Big on AI for Ticket Pricing—But Is It Fair to Customers?
• Reuters: Delta Air assures US lawmakers it will not personalize fares using AI
• PYMNTS: Delta Air Lines Tests AI-Powered Personalized Pricing

In a major technology overhaul, Delta introduced AI concierges, AI-powered personal assistants such as Delta Concierge, multi-modal travel options, and cloud migration focusing on generative AI for personalized pricing and enhanced customer journeys.

• Military Aerospace: Delta wants AI to improve your airport experience
• The Jerusalem Post: Delta Airlines unveils innovations: Artificial intelligence and more
• Future Travel Experience: Delta unveils AI-powered travel journey with multi-modal options
• Aviation Week Network: Delta Explores TechOps Opportunities For Artificial Intelligence
• apex.aero: Delta Showcases IFEC and AI Innovations at CES 2025
• Inc.com: Delta Just Announced Its Plan to Use AI to Solve the Worst Thing About Traveling
• Yahoo: Delta wants AI to fix your terrible airport experience
• Delta News Hub: Delta unveils AI-powered travel journey with new multi-modal transportation options
• apex.aero: Delta Expands Delta Sync with YouTube and AI-Powered Personalization
• Constellation Research: Delta Air Lines completes cloud migration with focus on AI and data-driven customer

Delta implemented an AI-powered inbound call system using machine learning to analyze customer preferences and improve support interactions.

• Mighty Travels Premium: Delta Air Lines Enhances Customer Support with New AI-powered Inbound Call System

Delta employed AI algorithms analyzing extensive data including flight patterns and weather to enhance operations and passenger services.

• PitchGrade: Delta Air Lines: AI Use Cases 2024

Delta leveraged AI technologies via SAP's Talent Intelligence Hub to enhance employee experiences and utilized AI to optimize fleet maintenance and minimize operational interruptions.

• ERP Today: Delta Air Lines takes flight with AI tools
• Simple Flying: AI: How Carriers Are Using Artificial Intelligence To Optimize Operations

Delta began experimenting with AI-driven pricing models and reservation assistance to optimize pricing and improve customer query response times.

• Aviation Week Network: Delta Air Lines Begins AI Pricing Experiments
• Skift: Delta Is Using AI For Pricing and Reservations
• Forbes: How Delta Air Lines Uses AI

Delta emphasized AI use throughout internal operations and consumer interactions, enhancing employee experience with SAP AI tools and advancing AI integration for seamless travel.

• PhocusWire: Delta Air Lines on using AI throughout its business
• SAP News Center: AI for Employee Experience at Delta Air Lines
• AirGuide Business: Delta Air Lines Continues AI Integration for Seamless Travel Experience

Delta had been investing in AI for over a decade with early adoption including predictive fleet maintenance since 2003, demonstrating a long-standing commitment to AI for operational efficiency.

• Digital Data Design Institute at Harvard: Machine Learning and AI at Delta Air Lines