Delta Ends Text Support, Faces AI Backlash (thetravel.com)

Delta Air Lines has discontinued its customer service text-messaging channel, redirecting flyers to the AI-powered Delta Concierge feature in the Fly Delta app. The shift follows an August 2026 expansion of Concierge to all SkyMiles members and coincides with similar moves by carriers like Air Canada, which added a $30 phone booking fee. Early user reactions have been negative, highlighted by a viral Reddit post where the AI responded to a Diamond Medallion member with meta-commentary about polishing its own tone.