The aviation industry faces ongoing challenges—from maintaining passenger satisfaction and dealing with flight delays to managing high operational demands. According to the International Air Transport Association (IATA), around 26% of global flights experience delays, directly affecting customer satisfaction and airline reputations.
In addition, communication between passengers and airlines is often inefficient, especially when handling complaints, schedule changes, or information requests. These gaps in customer experience have become even more critical amid rising competition in the industry.
Amid these challenges, Generative AI offers powerful solutions that can improve both operations and customer service.
The Role of Generative AI Chatbot in Aviation
One of the most promising implementations of Generative AI is the Generative AI chatbot. This technology not only handles basic queries but also provides real-time, personalized interactions and intelligent responses for more complex needs.
With the ability to process and understand vast amounts of data instantly, Generative AI chatbot can enhance passenger experiences while easing the workload for airline customer service teams.
Here are some key areas where Generative AI chatbot improves operations in the aviation industry:
1. Booking and Reservation Assistant
Booking a flight can be overwhelming, especially when passengers have unique needs or last-minute changes. Generative AI chatbot can act as a smart booking assistant, helping with:
- Ticket purchases
- Seat selection
- Flight schedule changes
- Real-time reservation updates
This creates a smoother, faster, and more seamless experience—without needing to wait for a live agent.
2. Baggage Tracking and Assistance
Lost or delayed baggage remains a top concern for travelers. With Generative AI chatbot, passengers can:
- Track baggage status in real-time, from check-in to claim
- Receive instant updates and guidance if their baggage is lost or delayed
- Navigate the claims process more efficiently
For example, Emirates has adopted a chatbot that enables passengers to track their baggage through mobile devices. If delays occur, the chatbot provides current updates and options for compensation.
According to SITA Baggage IT Insights 2023, 75% of airlines now use AI-powered baggage tracking, helping reduce lost baggage by 38%.
3. In-Flight Services and Entertainment Assistance
During flights, Generative AI chatbot can enhance passenger comfort by:
- Providing info about meals, entertainment, and flight status
- Taking food and drink orders
- Handling requests for extras like blankets or pillows
- Recommending entertainment based on user preferences
This reduces pressure on the cabin crew while making flights more enjoyable.
4. Support During Flight Delays
When delays occur, Generative AI chatbot can:
- Inform passengers of updated departure times
- Explain delay reasons
- Offer rebooking options or compensation
- Help reschedule flights instantly
This helps reduce stress and improves communication, without passengers having to wait in line for support.
Why the Aviation Industry Must Act Now
The aviation sector is at a turning point. Generative AI chatbot is no longer optional—it’s essential. In today’s fast-paced digital era, adopting this technology is key to:
- Streamlining operations
- Increasing passenger satisfaction
- Staying competitive
Airlines that prioritize technology-driven service—before, during, and after the flight—will build loyalty and long-term value with customers.
Ready to Improve Passenger Experience with Generative AI?
The future of air travel depends on smart, responsive, and efficient service. Generative AI chatbot offers all that and more.
Learn more about Generative AI and contact Mimin here to help your business improve service efficiency with Gen-AI Chatbots from Mimin.
ABOUT MIMIN
Mimin is a platform that helps businesses to create conversational customer journeys with Artificial Intelligence. With Mimin, businesses can effortlessly build chat journeys and establish a positive customer experience.
The applications that can be generated include, amongst others, the ease of running chat commerce, chat campaigns, customer automation, omnichannel inbox, and Generative-AI chatbot.
With Mimin, businesses can deliver superior customer experiences, strengthen customer relationships, and build stronger customer loyalty.
Learn more about Mimin by contacting:
Mimin
PT. Admin Pintar Kita
Graha Charis Siem
Jl. Tanah Abang 5 No. 21, Central Jakarta
Phone: +62 856 0322 5212
Email: halo@mimin.io
