Delta Airlines Its latest digital tools have seen customer satisfaction boosted while helping travelers get where they want to go.
During the company’s June quarter Earnings call On Friday (July 10), Delta Air Lines’ Chief Operating Officer Dan Janke She highlighted enhanced digital tools that include a streamlined rebooking process, expanded self-service, and the airline’s AI-powered digital assistant, Delta Concierge.
“Our customers have noticed these improvements,” Janke said of these improvements. “This has resulted in a more than 25-point improvement in NPS (Net Promoter Score) during periods of irregular operation.”
In October 2025, Delta Air Lines announced the rollout of Delta Concierge to select customers in a trial. The company said AI assistant It can provide instant answers to travel questions, provide personalized questions and answers based on the user’s travel history and preferences, and provide bag tracking and claim status. Delta added that it will gradually expand Assistant functionality and customer accessibility.
During Friday’s call, Delta Air Lines CEO Ed Bastian He said Delta Concierge Assistant is now available to more than half of Fly Delta app users and that it will be rolled out to all users by the end of July.
With this digital assistant, the airline “makes the journey much smoother,” Bastian said.
During the June quarter, Delta Air Lines saw broad and strong demand for flights. It saw year-over-year increases of 14% in total revenue, 1% in capacity growth, 12.4% in adjusted total unit revenue, 12% in domestic unit revenue, and 8% in international unit revenue, according to Friday’s statement. Earnings release.
“Moving to the current environment, the U.S. economy remains resilient, supported by strong employment, rising household incomes, and significant wealth accumulation,” Bastian said during the call. “Our customers are prioritizing experiences and investing in the moments and connections that matter most to them, driving continued strength and demand for air travel.”
Delta Air Lines has seen growth in other parts of its business as well. The company reported year-over-year increases of 19% in loyalty and related revenues, 16% in American Express Rewards, which was supported by both card purchases and cardholder spending, and nearly 20% in travel product and non-air partnership revenues, according to the release.
These trends “demonstrate the loyalty we are seeing across customer segments and support diversified, high-margin revenue streams that enhance the resilience of our business,” Bastian said during the call.
