Over the past few years, airline customer service has faced immense pressure due to long wait times, limited self-service options, and chaotic airport counters during flight disruptions. These challenges have contributed to growing passenger frustration. While airlines have cautiously tested AI-powered service tools throughout 2023, recent months have marked a major turning point.
Generative AI is no longer a novelty—it’s becoming a central component of airline customer interactions.
In the last four weeks alone, several airlines have rolled out AI-powered chatbots and digital assistants to streamline their customer service operations. Leading the charge is Qatar Airways, which has expanded the capabilities of its AI-powered virtual assistant, Sama, to include emotional awareness and in-flight personalization.
Personalized Service
Qatar Airways first introduced Sama in 2023 as a holographic virtual assistant across its metaverse platform QVerse, mobile app, and website. Now, the airline has enhanced Sama’s functionality with cutting-edge AI features, setting new standards for hyper-personalized travel experiences.
One of the most notable advancements is Sama’s ability to interpret users’ emotions. This emotional intelligence allows Sama to recommend travel destinations based on subtle emotional cues, a breakthrough in emotionally aware AI that could transform the way travelers discover and book trips. Additionally, Business Class passengers can now browse menus through the Qatar Airways app, with Sama suggesting chef’s specials and dietary-specific options, such as vegetarian meals.
Qatar Airways is pushing the boundaries of AI-powered travel experiences by combining generative AI, emotional recognition, and holographic interfaces to redefine the airline-customer relationship. This groundbreaking integration paves the way for future advancements in customer service that could change the way travelers engage with airlines at every stage of their journey.
Airlines Across the Globe Embrace AI
While Qatar Airways is leading the charge, other airlines have also made significant strides in deploying AI-driven service tools. Here are three notable examples:
- SriLankan Airlines’ AI Chatbot “Yaana”: Powered by GPT-4, Yaana handled over 12,000 queries with an 88% autonomous resolution rate in just a few weeks, significantly easing the workload on human agents.
- Cebu Pacific’s 24/7 AI Service Agent: The airline introduced its first Generative AI-powered digital assistant to provide round-the-clock support for flight bookings, modifications, and travel document guidance.
- Virgin Australia’s AI in Call Centers and Self-Service: Virgin has integrated conversational AI into its contact centers, allowing passengers to digitally manage flight bookings, though the full extent of its capabilities remains undisclosed.
The Year of AI in Airline Tech
These developments signal that 2025 will be the year when AI transitions from being a buzzword to a powerful, real-world tool in the airline industry. With the ongoing advancements in AI, passengers can expect a more seamless, personalized, and efficient travel experience, marking the dawn of a new era in airline customer service.
