8.2 billion surges in air passenger volume by 2037 – IATA.
Over 42,000 new aircrafts are needed in the next 20 years – Boeing.
200+ new airports expected globally by 2040 – Airports Council International (ACI).
This aviation surge—driven by expanding middle classes, the rise of low-cost carriers, and a global post-pandemic travel rebound—brings immense opportunities. However, it also introduces critical challenges that airlines can no longer afford to ignore.
Without intelligent, scalable, and consistent customer experience (CX) at the core, this growth could become unmanageable, turning opportunity into operational chaos. Travelers may face longer queues, delayed responses, and fragmented journeys, while airlines risk brand erosion, higher churn, and escalating costs. In the race to scale, CX isn’t a nice-to-have—it’s the make-or-break factor for aviation in the coming decade.
AI emerges as a critical lever to address these multifaceted challenges while unlocking new avenues to differentiate and delight.
Turning Vision into Reality: How AI is Elevating Airline Customer Experience
According to the International Air Transport Association’s (IATA) latest Air Transport IT Insights, 76% of airlines and 68% of airports are launching significant AI initiatives by 2025. The payoff? A projected industry-wide revenue surge of 7.6%, reaching $964 billion.
According to a recent Gartner poll, 38% of leaders see improving customer experience and retention as the primary purpose of initiatives to deploy applications trained on large language models.
But what does this transformation look like in action?
AI in Action: Enhancing Every Step of the Journey
- Personalized Travel Experiences
Today’s passengers want more than a seat—they want relevance. AI-powered recommendation engines enable airlines to tailor offers by analyzing preferences, booking history, and behaviors.
- In India, airlines suggest personalized ancillaries like seat upgrades or curated in-flight meals.
- Emirates uses AI to bundle flights with hotels and local experiences.
- British Airways delivers predictive upgrade offers via real-time alerts.
This level of personalization enhances traveler satisfaction while boosting ancillary revenues.
- Smart Chatbots and Virtual Assistants
AI chatbots like AirAsia’s AVA offer 24/7 support for bookings, baggage issues, and flight delays. Similarly, Flydubai’s virtual agents handle common queries, freeing up human agents for complex concerns. The result? Shorter wait times, faster resolutions, and higher satisfaction.
- Smarter Airports, Smoother Journeys
Airports are becoming intelligent ecosystems.
- Bengaluru Airport uses facial recognition for seamless check-ins.
- Dubai International relies on AI for crowd control and baggage tracking.
- Heathrow uses predictive models for gate allocation and passenger flow optimization.
These innovations are redefining what a stress-free, tech-enabled airport experience looks like.
- Predictive Maintenance = Fewer Delays
Using AI for predictive maintenance means airlines can detect technical faults before they cause disruptions. Emirates uses such tools to optimize turnaround time. UK airlines also benefit from AI-based diagnostics, improving fleet reliability and on-time performance.
- Dynamic Pricing That Makes Sense
AI-driven pricing engines evaluate market demand, competitor behavior, booking windows, and even passenger search intent. This delivers real-time pricing that’s competitive, optimized, and transparent.
What’s Next? Emerging AI Trends in Aviation
- AI for Sustainability
Sustainability is no longer optional. Airlines in India are piloting AI systems that chart eco-friendly flight routes, leveraging real-time weather and air traffic data to reduce fuel consumption and carbon footprints.
- Emotion Recognition on Board
Yes, AI is now reading emotions. Airlines in Dubai are exploring facial emotion detection to adjust in-flight services based on passenger mood—imagine being offered a soothing drink or entertainment just when you need it.
- Proactive Disruption Management
Flight cancellations and delays are often inevitable. But frustration isn’t. UK airlines are deploying AI tools that instantly rebook passengers, send updates, and even process compensation—making disruptions feel less disruptive.
- Voice and Multilingual Support
Language should never be a barrier in travel. Airlines across India and Dubai are integrating voice-activated AI interfaces in multiple languages, making travel assistance more accessible and inclusive.
The Road Ahead: A Seamless Sky Awaits
As AI technologies mature, expect a future where:
- Hyper-personalization becomes the standard—tailored not just to traveler profiles but also real-time behaviors and emotional states.
- Autonomous operations reduce human intervention in critical but repetitive tasks, boosting speed and safety.
- Sustainability goals are met not just through policy but real-time, AI-backed decision-making across ground and air operations.
But to get there, airlines must invest boldly. Strategic partnerships with AI vendors, commitment to digital transformation, and a vision focused on customer-first innovation will determine tomorrow’s winners.
Hidden Cost of Not Embracing AI
For those lagging behind, the risks are real:
- Higher customer churn due to poor digital experiences
- Increased operational costs from reactive maintenance
- Revenue leakage from suboptimal pricing and low personalization
- Reputational damage during disruptions
AI is no longer a buzzword. It’s a business imperative.
Coforge: Making Seamless CX in Aviation a Reality
Coforge is at the forefront of helping global airlines transform passenger journeys through intelligent, AI-powered solutions. A case in point, our GenAI Chatbot for Baggage Desk and Claims Support—a breakthrough that eliminates one of air travel’s biggest pain points.
This multilingual, always-on assistant provides:
- Real-time baggage tracking and claim status updates
- Proactive notifications for mishandled luggage
- Instant documentation, form filling, and even e-signature collection
- Seamless escalation to human agents only when needed
It’s not just automation—it’s empathetic AI, turning travel disruptions into opportunities for trust-building.
Beyond that, Coforge delivers:
- Passenger engagement platforms with dynamic personalization
- Disruption management systems powered by AI
- Voice AI engines to support global customer bases
- Predictive maintenance tools that enhance operational efficiency
With deep industry knowledge and cutting-edge technology capabilities, Coforge empowers airlines to scale smarter, serve better, and lead boldly in the age of intelligent travel.
Conclusion
The aviation industry stands at a pivotal moment of transformation. AI is no longer a futuristic concept—it’s the key to elevating efficiency and customer experience. Airlines that embrace intelligent technologies will lead the way in a crowded, competitive sky. The journey to smarter, seamless air travel has already begun—are you on board? For more information, reach out to our ai experts CoforgeBPS@coforge.com
