1. 'Customized Travel Experience' Realized Through AI and Data
2. Sustainable Innovation in Future Aviation Technology
3. Free YouTube Premium Service During Flight
4. Earn Miles When Using Uber
5. Delta's 100-Year History and the Next 100 Years
6. New Challenges Opening the Future
Delta Air Lines, celebrating its 100th anniversary, announced its vision for future aviation innovation at CES 2025. CEO Ed Bastian emphasized that "we have been making the impossible possible over the past 100 years" and that he would continue to provide better travel experiences through ongoing innovation.
Delta customers receive customized travel services utilizing AI from the beginning of trip planning to arriving at airports around the world and moving to their destination. A service that uses Delta AI to book UAM when the road to the airport is congested and move quickly will become reality within several years.
Through AI, users will be able to check whether their passport is valid and whether additional travel documents are needed.
Customized in-flight experiences can also be enjoyed through premium Delta Sync seat screens. Rich content from YouTube, under exclusive contract with Delta, can be enjoyed on the plane. All Delta customers receive YouTube Music and YouTube Premium services for free.
An exclusive partnership was also formed with Uber, increasing benefits for airport travel. Through Delta Concierge, passengers can immediately proceed to their destination using an Uber vehicle waiting at their landing time. Delta SkyMiles members can earn miles when using Uber and Uber Eats.
'Customized Travel Experience' Realized Through AI and Data
Delta Air Lines CEO Ed Bastian stated that personalized travel experiences utilizing AI and data are an important direction of innovation for Delta. To this end, Delta is cooperating with experience management leader Qualtrics to develop technology for understanding customer needs based on data and providing customized services.
[Delta Air Lines CEO Ed Bastian]
Ryan Smith, co-founder and chairman of Qualtrics, introduced the collaboration with Delta. Work is being carried out to improve travel experiences through analysis of more than 7 million pieces of customer feedback.
<Delta Air Lines' AI-Based Customized Services>
-Customized service provision according to customer's travel purpose: Grasping the travel purpose of customers such as honeymoons, job interview business trips, and first flights to provide appropriate service.
-AI-based real-time insight provision: Managing the entire journey in a customized way from pre-boarding airport check-in, in-flight service, to post-arrival experience.
-Mileage and customer experience optimization: Operating a program to make the milestone more special for the 65 customers who achieve 1 million miles or more every year.
Delta Air Lines flight attendant Ginny Braiting gave meaning to the AI-based customized service, saying "the goal is to make relationships with customers more meaningful using data and provide customized experiences."
Sustainable Innovation in Future Aviation Technology
Bastian is actively working on developing sustainable aviation technology. Delta has set carbon emission reduction and eco-friendly technology adoption as core goals. To this end, it is investing in introducing new aircraft and developing sustainable fuels.
<Delta Air Lines' Major Innovation Strategies>
-Improving operational efficiency
-Introduction of AI-based route optimization and fuel saving technology.
-Linking with new transportation means
-Cooperation with Joby Aviation for development of Urban Air Mobility (UAM).
-Partnership with Wheels Up to expand premium aviation services.
-Improving international accessibility
-Realizing longer distances and fewer carbon emissions with next-generation aircraft.
Bastian is making operations more sophisticated using AI and making sustainable air travel a reality.
The most important thing Delta Air Lines learned from customer feedback is 'the value of time.' Customers consider flight time accuracy very important. All processes of planes, crew, baggage, in-flight meals, connecting passengers, and weather forecasting must proceed accurately as planned. Delta repeats this process more than 5,000 times daily.
New methods fusing digital and physical experiences are being introduced to promote these customer values. For example, the Fly Delta app has become an essential tool for customers in all processes from home to airport. In 2024 there were approximately 1.3 billion app interactions.
More than 97% of SkyMiles Medallion members use this app as an essential travel tool.
In 2025, a new industry-leading experience called 'Stay for it Delta Concierge' is planned to be unveiled.
Delta Concierge serves as a connecting link throughout the customer experience. This service is a Generative AI (GenAI)-based personal assistant. It predicts customer needs, provides real-time guidance, and offers customized recommendations.
Delta Concierge reflects customer travel styles and preferences, providing optimal service based on data Delta has built. Soon Delta Concierge's various functions will be available across all digital and in-flight channels. The support capabilities of reservation staff will also be significantly strengthened. Delta Concierge connects with the customer's day.
＜Eve's Trip to the Airport for Tokyo Business Trip＞
Some day in the future, Eve is preparing for a business trip to Tokyo. Delta is using AI and the team's capabilities to prepare all of Eve's travel requirements in advance. Eve is a SkyMiles member who can enjoy various benefits.
Delta AI: "Good morning. We look forward to having you with us for tonight's flight."
Eve: "I'm almost ready to leave."
Delta AI: "Road traffic to the airport is currently congested. By car it will take 90 minutes.
Would you like to request a Joby air taxi? Flight time is 10 minutes."
Eve: "Yes, I'll use Joby."
Delta AI: "Your Joby reservation is complete."
Delta Concierge utilizes Generative AI and voice recognition technology to respond to customer needs in real time.
Eve was able to travel without worrying about getting to the airport. Delta Concierge even verified that her passport was valid and confirmed whether additional documents were needed.
This service helps with making entire travel reservations by voice alone.
Because time was tight, Eve could not take a car. Delta Concierge immediately arranged an alternative. The alternative was 'Joby' — an electric aircraft capable of vertical takeoff and landing. Eve simply needs to say "Book Joby."
Joby plans to introduce Joby air taxi services in Los Angeles and New York within several years.
Delta Concierge can listen to customers, understand, and respond intelligently in real time utilizing Generative AI (GenAI) and voice processing technology.
Delta Concierge helped Eve's journey to the airport proceed without stress.
It confirmed the passport was valid and checked whether additional travel documents were needed. Eve's entire journey can even be booked through voice commands alone. Eve had very little time to get to the airport. So Delta Concierge arranged Joby — a vertical takeoff electric aircraft — as an alternative instead of a car. It is possible to arrive at the airport in much less time than by car.
Eve arrived at the airport, and Delta Concierge had already prepared her travel in advance. The next steps are very simple. Eve arrived at the airport by electric aircraft avoiding traffic congestion. Delta Concierge provides precise location guidance using Augmented Reality (AR) wayfinding technology.
No need to worry about baggage. Real-time baggage tracking is possible thanks to digital permanent baggage tags.
Using biometric recognition and digital connectivity tools, security screening can be passed easily without searching for documents.
Thanks to this smooth airport experience, Eve was able to spend more time with loved ones before boarding the aircraft.
Thanks to Delta Concierge, Eve was able to have a smooth experience at the airport without worrying about time. When Eve needs to make connections during travel, Delta's AI-based technology also helps. The Delta system analyzes real-time arrival and departure data to optimize connecting gates. Passengers are assigned so they can move to the next flight from a closer gate. This significantly reduces connection time.
Delta uses technology to return more time to Eve, create precious moments, and ensure safe travel.
Eve's in-flight experience is also customized.
A more special journey is provided through premium Delta Sync seat screens. By logging in with the SkyMiles (Skymiles) account, customized in-flight experiences can be enjoyed through Delta Sync seat screens.
From the moment of sitting in the seat, travel plans and curated content are all easily accessible.
Real-time translation enables communication in any desired language at all times.
Wellness tools can be checked using the on-board experience planner, and food and beverage options can also be customized.
Destination-specific customized content recommended by Delta Concierge can also be explored to plan travel more enjoyably.
As arrival time approaches, the 'Arrival Mode' function makes post-landing travel more convenient. Airport movement routes are guided and vehicle reservations can be confirmed in advance.
Since Delta announced fast and free Wi-Fi service during flights two years ago, millions of customers have signed up as SkyMiles members to enjoy this benefit. It is scheduled to be fully implemented on Delta aircraft worldwide by year's end.
Also, millions of passengers are using Delta Sync on seat screens. Currently more than 165,000 seat screens operate daily. This is more than any other airline and provides customers with unlimited content experiences.
Through Wi-Fi, Delta Sync, and industry-leading seat screens, Delta provides customers with more personalized content.
Free YouTube Premium Service During Flight
Delta announced an exclusive partnership with YouTube at CES 2025. From 2025, YouTube has joined as the latest exclusive partner of Delta Sync.
YouTube Chief Business Officer Mary Ellen Coe said people today consume all kinds of content on YouTube including today's TV series, sports highlights, podcasts, and music performances. YouTube provides services so content can be accessed anytime, anywhere, on any screen — and now content can be enjoyed even on planes.
Through this partnership, Delta customers can enjoy their favorite creators, podcasts, and music artists. All YouTube content is available on Delta's personal in-flight devices or seat screens.
All Delta customers receive YouTube Music and YouTube Premium services for free.
Delta customers can explore new places with YouTube creators at their destination and be introduced to hidden restaurants or cafés. For example, creators were sent to the Paris Olympics so fans could travel around Paris while watching the games. Now people experience the various attractions of a place through their favorite YouTube creators rather than reading recommendations in books while traveling.
Fantastic interview content like 'Sean Evans' Hot Ones' can be enjoyed on the plane.
Delta is also exploring new partnerships to support customers' wellbeing. For example, the 'Founts Fly Kit' is a perfect jet lag solution that helps travelers adapt to new time zones and feel refreshed after arrival.
Delta plans to partner with Fount in late 2025 and provide this flight kit to customers. Also, in cooperation with 'Sky Views,' circadian light technology is being provided. Through this, jet lag during flight or after arrival can be minimized.
Also, a new series called 'Well Traveled' is scheduled to air exclusively on Delta in 2025.
This series will show how to integrate wellness into every flight.
Delta has also partnered with global online gaming platform DraftKings. DraftKings co-founder and CEO Jason Robins stated they serve millions of customers from fantasy sports to online gaming.
Through partnership with DraftKings, the existing game portfolio of Delta Sync will expand, allowing games to continue even during flights.
[Delta Air Lines CEO Ed Bastian (left) and Uber CEO Dara Khosrowshahi]
Earn Miles When Using Uber
Delta also formed an exclusive partnership with Uber, providing benefits for airport travel. After arriving in Tokyo, Eve was able to immediately proceed to her destination using a vehicle waiting at her landing time through Delta Concierge.
Uber CEO Dara Khosrowshahi explained that 50% of Uber bookings originate from or have airports as destinations.
Through this exclusive partnership, Delta SkyMiles members can earn miles when using Uber and Uber Eats. Miles accumulate when using any UberX, premium, or reserved vehicle to the airport.
Miles can also be earned when ordering restaurant and grocery delivery through Uber Eats.
Pickup and dropoff experiences at Delta hub airports will be improved, and convenient airport travel will be supported through the Uber app.
Delta's 100-Year History and the Next 100 Years
Delta Air Lines started as a small agricultural crop-dusting service in 1925 and has grown into a world-class airline today. Bastian explained that "100 years ago, when the concept of powered flight was just taking hold, aviation technology was innovation itself with the potential to change the world."
In an era when railroads and ships were the mainstream transportation, the aviation industry created new opportunities. This was not simply a revolution in transportation but changed the very way people and communities connect. Now artificial intelligence (AI), the digital revolution, and sustainable technology are once again redefining the concept of travel.
Bastian presented the philosophy that "the purpose of technology is not simply advancement, but to make people's lives better." He emphasized that Delta Air Lines will continue to maintain 'Putting People First' innovation.
Delta Air Lines' 100-year history includes important figures in addition to technology. In 1982, Diane Cavell and colleagues — Delta employees — raised funds themselves and purchased the first Boeing 767 aircraft as a gift to the company. This remains as an aircraft called 'Spirit of Delta' symbolizing Delta Air Lines' pride.
Dana Nelson was the first Black female pilot hired by Delta Air Lines. She broke barriers in the aviation industry.
James Sarvers contributed to aviation industry development by working at Delta Air Lines for over 50 years. Joan Crandell served as a flight attendant at Delta Air Lines for an impressive 65 years. She is a legendary figure who provided customers with the highest service.
Bastian emphasized that "the core value of Delta is ultimately people" and that they are the ones who have grown Delta Air Lines into the global airline it is today.
New Challenges Opening the Future
Delta Air Lines has made the impossible possible in the past and holds the vision to continue 'soaring to higher places.'
Bastian emphasized: "Delta is not simply an airline. We are a company that connects people with people. And for the next 100 years too, Delta Air Lines will continue heading toward the sky."
The future vision of Delta Air Lines announced at CES 2025 placed emphasis not on simple technology innovation but on creating people-centered experiences.
After 100 years of history, the future sky path Delta Air Lines will create is anticipated.
In January 2025, Delta celebrated 2 customers who crossed 1 million miles on a flight from Atlanta to Honolulu. They were a couple going on a honeymoon and a couple who boarded with their entire family celebrating their 50th wedding anniversary.
In the future, connectivity between customers and staff will be further improved, enabling advance identification of ways to create special moments or moments of careful consideration from the very beginning of travel. This will be an important element in Delta Air Lines' process of transforming travel experiences with people and connections at the center.
