Leading airlines on the subject of artificial intelligence

The future of the travel and tourism industry will be shaped by a range of disruptive themes, with artificial intelligence (AI) being one of the themes that will have a significant impact on airlines.

AI refers to software-based systems that use data inputs to make decisions on their own. It includes a range of technologies and subassemblies. In travel and tourism, there is a steady adoption of recognizable AI-based solutions across the entire supply chain. From digital assistants to unmanned check-in and facial recognition, AI facilitates smarter, more effective customer engagement. Beyond customer service, AI can also be used for better and more informed contingency management, helping businesses make effective decisions.

Artificial intelligence also demonstrates the multitude of ways it has helped the travel and tourism industries generally improve the traveler experience. The term “personalization” has long been circulating in the travel industry, as companies, operators and tourism boards aim to deliver the ultimate experience to individuals. Any technology that can help achieve this goal will prove beneficial and improve the customer experience and AI can be seen as key to achieving this goal.

However, not all companies are equal when it comes to their capabilities and investments in the key themes that matter most to their industry. Understanding how companies are positioned and ranked in the most important themes can be a key indicator of their future earnings potential and relative competitive position.

According to GlobalData’s topical research report, Artificial Intelligence in Travel and Tourism, the top adopters are: British Airways, Delta Airlines, Qantas Airways and easyJet.

Top-ranked company insights 

Delta Airlines

Delta Air Lines is a leading global airline in the United States and continuously innovates its products and services to improve reliability and the customer experience. With 80,000 employees worldwide, the company serves nearly 200 million passengers a year and operates in 300 destinations in more than 50 countries. In recent years, Delta Air Lines has “upped its game” in broad digital and technological developments, from the introduction of the first end-to-end biometric terminal at Atlanta International Airport (USA) to the development of its own AI-based platform to predict potentially difficult situations. All of its efforts have been recognized as it has been named one of the world’s most innovative companies by Fast Company for two consecutive years – and investing in AI alongside other data-driven technologies is likely to be an essential element in the status attributed to this airline.

Qantas Airways

Qantas Airways is the flag carrier of Australia and serves more than 50 domestic destinations including 27 international and offers more than 200 additional destinations with its codeshare partners. As the world’s third oldest airline, innovation has been central to Qantas Airways’ corporate strategy and global vision. Over the past few years, management has been looking for ways to effectively integrate AI and ML into different areas of the business to manage flight disruptions and improve its digital operations more effectively.

To better understand the key themes and technologies disrupting the travel and tourism industry, access GlobalData’s latest topical research report on Artificial Intelligence (AI) in Travel and Tourism.

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