AI Is Raising the Standard of Passenger Experience in Aviation
Airlines are increasingly using artificial intelligence to improve passenger experience across travel stages, from connection tracking and personalization to instant support and smoother journeys.
Jishan Khan 
Airlines are increasingly embedding artificial intelligence (AI) into core operations to improve passenger experience and streamline journeys across the travel lifecycle.
Major carriers are deploying AI tools that help reduce uncertainty for travellers by optimising connection tracking, providing real‑time updates and improving communication clarity throughout travel. Examples include AI‑based systems that alert passengers about tight connections and reassure them when their travel plans remain intact, reducing stress and improving satisfaction.
Carriers also use AI to personalise interactions, tailoring loyalty engagement, digital touchpoints and customer support to individual preferences. AI‑powered assistants embedded in mobile apps can help with routine inquiries and provide information related to baggage, gates and flight updates, blending digital support with traditional service.
Across the industry, AI enhances operational precision by coordinating aircraft movements more effectively, predicting disruptions and improving overall service consistency. As the technology matures, passengers experience smoother journeys and more responsive service, raising expectations for how airlines manage travel with data‑driven systems.
