AI @ Delta Air Lines

Delta expanded AI-driven personalized pricing to 3% of tickets with plans to reach 20%, sparking regulatory concerns over surveillance pricing and customer trust.

• PYMNTS: Senator Raises Alarm Over Delta Air Lines' 'Personalized' Pricing
• AFAR: Delta Is Using AI to Set Fares—What That Means for Travelers
• The Independent: Airlines are now adopting personalized pricing. Here's how it works
• 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
• Forbes: Will Delta Airlines' AI Pricing Trigger A Customer Trust Crisis?
• Fortune: Delta moves toward eliminating set prices in favor of AI that determines how much you personally will pay for a ticket

Delta launched Delta Concierge AI assistant, expanded AI-driven personalization in Fly Delta app, completed cloud migration, and advanced AI in predictive analytics, drone inspection, and augmented reality.

• Aviation Week Network: Delta Explores TechOps Opportunities For Artificial Intelligence
• 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
• The Jerusalem Post: Delta Airlines unveils innovations: Artificial intelligence and more
• Future Travel Experience: Delta unveils AI-powered travel journey with multi-modal options and increased personalization
• Military Aerospace: Delta wants AI to improve your airport experience
• 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

Delta enhanced customer support with a new AI-powered inbound call system analyzing customer preferences and behaviors.

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

Delta utilized AI algorithms to analyze flight patterns, weather, and air traffic data to improve operational decision-making.

• PitchGrade: Delta Air Lines: AI Use Cases 2024

Delta leveraged AI for fleet optimization, maintenance, and employee experience improvements, notably using SAP's Talent Intelligence Hub.

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

Delta began AI experiments in pricing and reservations, using AI to speed up reservation agent procedures and optimize pricing strategies.

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

Delta expanded AI use throughout its business including airport operations, in-flight, customer service, and employee experience enhancements with SAP.

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

Delta had been investing in AI for over a decade, notably using predictive fleet maintenance programs since 2003.

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