Roundtable10: From Cost Center to Competitive Advantage: How AI Agents Are Redefining the Passenger Experience

The airlines winning on customer experience aren't just automating service — they're reimagining it. AI agents are no longer just a lever for cost efficiency; they're enabling a fundamentally new kind of passenger experience: one that's personalized to loyalty tier and itinerary, available across every channel, continuous across interactions, and capable of proactively resolving issues before passengers even know they have a problem.

This roundtable explores the shift underway in airline CX — from the limitations of first-generation bots that frustrated passengers with rigid scripted flows, to modern AI agents built from real customer conversations that adapt to the full complexity of travel. We'll discuss how airlines are deploying AI across the passenger journey, from pre-flight booking changes and loyalty management to in-disruption recovery and post-flight resolution, while maintaining the brand standards and compliance guardrails that the industry demands.

The risk isn't whether AI will change the passenger experience. It's whether you lead that change, or react once your customers expect it everywhere.