Why Delta’s Biggest Innovation Isn’t Flashy Tech: It’s Consistency

While speaking to thousands of technology nerds Tuesday at CES, the annual consumer electronics bash in Las Vegas, Delta Air Lines CEO Ed Bastian may have been tempted to list a bunch of far-flung innovations that, though plausible, likely never would work at any airline because they're expensive or too challenging to implement. But with a couple of exceptions — like an exoskeleton that turns an ordinary bag handler into the Incredible Hulk and airport screens that use sophisticated technology to show different information to each traveler —  Bastian kept it conservative, giving attendees a detailed picture of how the flying experience might evolve in five years. He did not predict a revolution. Most notably, Bastian said, Delta's mobile app will become a true digital concierge that will anticipate customer needs — does the passenger need a Lyft? — and make recommendations accordingly. Perhaps if there's traffic on the way to the airport, Delta's app will recommend the L