The scale at which the world’s airlines are imlementing artificial intelligence in call centres emerged at the IATA Congress. Much of the AI focus is on revenue management and cabin communications with voice cloning used for multilingual announcements. Innovation labs in technology hubs scouted new applications.
Speaking at the IATA 2026 congress in Rio de Janeiro Pegasus executives detailed deployment of AI for consistency in customer interactions and analysis of operational reports. Other airlines tested tools for pricing optimisation and direct distribution.
The congress heard that AI supported crew briefings by summarising cabin reports and aided in maintaining rule compliance across large teams and generative tools are raising questions about future roles of intermediaries and distribution channels.
“We have invested in an innovation lab in San Francisco Silicon Valley. If we don’t give the example they will not follow. Digital first you really got to fully adopt it and personify it.”
