Delta Air Lines has shut down its text-message customer service channel, directing passengers to its AI-powered Delta Concierge instead. I have used the texting feature many times, and losing it is an absolute shame. Removing a convenient way to reach an agent strikes me as a questionable business decision, particularly for an airline that markets itself as a premium carrier.

Delta Ends Text-Message Customer Service, Directing Passengers To Its AI Concierge

Thrifty Traveler reports that Delta’s text-message support channel is no longer available. Its team encountered an automated response directing customers to Delta Concierge in the Fly Delta app or the airline’s online Help Center. Sure enough, I checked and found the same issue using iMessage:

The precise shutdown date is unclear.

No, Delta has not eliminated human customer service. Passengers can still reach an agent through the app’s “Concierge” section and can still call.…