Air travel is often the most unpredictable part of a trip, and many travelers are open to tools that can help make the process smoother. The Uncharted Territory: Exploring Travel Behaviors in an AI World Report provides a clear view of how travelers perceive AI-enabled airline features and where they see the greatest benefit. As airlines introduce new technology across the traveler journey, understanding these preferences is essential.
More than one-third of travelers say they are likely to book or fly with an airline that offers AI powered services. This openness reflects a growing interest in tools that reduce uncertainty, offer timely information, and help travelers navigate disruptions or unfamiliar airports with greater confidence.
What Travelers Want From AI-Enabled Airlines
When travelers consider AI-enabled airline services, they prioritize features that offer practical guidance and reduce the stress of air travel. The most appealing features include:
- Real-time flight updates and rebooking suggestions if there are delays or cancellations (37%)
- Smart notifications to help with airport navigation (e.g., gate changes, shortest security line) (30%)
- Automatic compensation or travel credits for disruptions (25%)
- Automatic baggage tracking and alerts through an app (24%)
- Personalized recommendations for seats, upgrades, or meals (20%)
These preferences point to the parts of flying where travelers feel AI can offer the most relief. Air travel often involves rapid updates, shifting timelines, and decisions that need to be made quickly. Travelers see AI as a way to stay ahead of changes, manage unexpected disruptions, and move through the airport with greater confidence. Rather than replacing airline staff, AI is viewed as a tool that can help travelers navigate a fast-moving environment more smoothly.
How AI Can Improve the Air Travel Journey
AI has the potential to address several common pressure points in air travel. Delays, gate changes, and long lines often require fast and clear communication, and AI supported tools can help by delivering timely updates, offering personalized guidance, and helping travelers make decisions in real time.
Some airlines are already putting these ideas into practice and testing how AI can improve the parts of air travel that matter most to passengers. Delta Air Lines, for example, recently introduced “Delta Concierge,” an AI powered assistant within the Fly Delta app that offers real time updates, personalized journey guidance, and natural language support to help travelers stay informed throughout their trip. This tool is designed to reduce uncertainty and make information easier to access when plans shift or travelers need quick answers.
American Airlines has implemented a generative AI rebooking system that allows travelers to automatically secure a new flight during disruptions without waiting in customer service lines or navigating complex rebooking processes. This approach helps reduce stress during delays or cancellations and demonstrates how AI can meaningfully improve moments of high pressure for travelers.
United Airlines is also exploring AI to strengthen communication during operational changes. The airline now uses generative AI tools to send more timely and relevant messages when delays or schedule adjustments occur, helping travelers stay updated and make informed decisions while moving through the airport. This type of proactive communication is especially valuable in fast-moving environments where information often changes quickly.
Together, these examples show how airlines are beginning to use AI not to overhaul the travel experience, but to make it more predictable, responsive, and manageable for passengers navigating a complex journey.
What This Means for Airlines Moving Forward
As airlines explore new applications of AI, the most successful solutions will be those that meet real traveler needs. AI works best when it supports the journey by providing clearer information, faster responses, and more consistent guidance. Airlines that use AI to reduce stress, anticipate disruptions, and strengthen communication will be well positioned to improve satisfaction and loyalty.
To understand how travelers view AI-enabled airline experiences and where your brand can create meaningful improvements, connect with Leger USA for deeper insights and custom research support.
