The integration of artificial intelligence (AI) in the airline industry has led to significant improvements in operational efficiency and passenger services, with airlines implementing AI tools to enhance flight management, customer service, and overall experience.
In recent developments within the airline industry, artificial intelligence (AI) has significantly enhanced operational efficiency and passenger experience. For example, United Airlines implemented an AI tool called ConnectionSaver in Chicago last month, which successfully held a flight for 13 delayed passengers from Costa Rica, ensuring they and their baggage made the connection to London without delaying the flight’s scheduled arrival.
The use of AI is widespread, with airlines like Alaska and American Airlines exploring new AI capabilities to streamline services and reduce operational costs. Alaska Airlines has been utilizing AI since 2021 to plan more efficient flight paths, reportedly saving significant fuel and reducing flight times. Moreover, American Airlines introduced a system named Smart Gating in 2021, employed at various airports such as Dallas Fort Worth International Airport, to optimize gate assignments and reduce taxiing times on the tarmac.
Additionally, airlines are enhancing customer service through generative AI technologies that improve communication regarding flight delays and help manage customer service emails more effectively. For instance, United Airlines has used AI to send detailed and situation-specific text updates to passengers. However, challenges remain, as demonstrated by an incident with Air Canada’s chatbot in 2022, which led to a tribunal ruling due to the provision of incorrect information.
As AI technology continues to develop, it promises not only greater operational efficiencies for airlines but also improved experiences for passengers, despite some current limitations.
