09-02-2026PACESETTERS 2026

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

Delta’s new chief digital & technology Officer, Amala Duggirala, is building on the success of early AI projects to find ways to use cutting-edge technology to transform how the airline operates.

[Source images: Delta Air Lines, Adobe Stock]

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.

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