Delta promised an elite flyer ‘attentive’ service but left AI drafting notes in the apology

What appeared to be internal AI drafting instructions reached a Delta Air Lines passenger alongside an apology promising attentive service.

Here’s what to know

The passenger, a Diamond Medallion member, shared the response on Reddit after complaining about a customer service chat, according to View from the Wing.

“Delta just responded to my case with ‘Here’s a more polished and professional version with a warm, empathetic tone,'” the original poster wrote.

The opening strongly suggests that a drafting tool helped prepare the response, though the account does not establish which tool was used.

“As a valued Diamond Medallion Member, you deserve knowledgeable, attentive, and seamless service, and I regret that we did not meet those expectations,” the apology said.

The account offers no confirmation that the passenger’s feedback reached Flight Operations Senior Leadership, as the response promised. It was also unclear how that department related to a complaint about a customer service chat.

More background

Delta discontinued text support and steered customers toward its AI Concierge, according to View from the Wing.

In August, a Platinum Medallion member asked the AI Concierge to remove only the outbound portion of her booking and leave the return untouched. Despite assuring her that the return remained intact, the system refunded the entire 32,400-mile award ticket.

The apparent use of AI in the apology also contrasts with Delta CEO Ed Bastian’s own approach to AI-written material. According to View from the Wing, Bastian said he rejected an AI-generated version of his Emory commencement address because it failed to convey his personal voice or warmth.

Writing-assistant instructions had also appeared in a June response about a canceled flight received by a Cathay Pacific passenger, the outlet reported.

What’s being done?

Delta confirmed that a bug affected partial-trip cancellations in the Platinum member’s case and restored her original itinerary. That correction resolved a booking problem, unlike the unverified promise of an internal referral in the Diamond member’s apology.

View from the Wing distinguished between getting help with a draft and reviewing the message that ultimately reaches a passenger. Some commenters, the outlet reported, defended AI-assisted customer replies.

The outlet noted that a lengthy complaint could be summarized with these tools. It also described their use in finding the applicable rule and reflecting the concern a customer actually raised.

The stray drafting instructions suggest that human review fell short in this case. That oversight is needed not just to check an answer but to understand the complaint and carry out any promised action.

One Reddit commenter described the frustration of receiving seemingly automated care despite loyalty to the airline.

“Silver medallions get the bots,” they wrote. “Diamond medallions get the humans who paste the answers from the expensive bots.”

Where can I learn more?

These stories examine other instances where AI was used and fell short.

• A DoorDash customer says its chatbot promised a full refund, then denied reimbursement after cancellation.

• JetBlue passengers saw Oct. 13 and 14 flights disappear, while support called the cancellations “phantom”.

• Tavus says nearly half of users mistook its AI for humans during their interactions.

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