Delta’s path to integrating AI, from baggage handling to customer service

At the tech industry event CES in January 2025, Delta’s CEO, Ed Bastian, unveiled Delta Concierge, the airline’s generative AI travel assistant. Its full rollout has happened under the watch of the new chief digital & technology officer, Amala Duggirala. As of August 2026, the tool reaches 100% of SkyMiles members to assist flyers with disruption support, self-service cancellations, and bag tracking. Days into her Delta tenure, Amala Duggirala laid out her AI philosophy in a January 2026 essay…