Everyone is deeply passionate about the future of air travel, but we are standing at a crucial turning point. The industry is evolving quickly, and airlines are under increasing pressure to improve customer satisfaction, streamline operations, and reduce costs. But there is one thing we are excited about, something we truly believe will make a real difference: intelligent travel assistants.

At DGITAL Labs, we have spent a lot of time considering how this technology can change passenger experience. To dive deeper into this, we conducted a survey to understand how travelers feel about intelligent assistants, and the results were compelling. This is not just a passing trend. It is a moment where airlines can redefine how they connect with their customers, and I believe we should embrace it.

Here’s what we found from the survey and why we believe intelligent assistants can truly revolutionize air travel.

A New Era for Customer Convenience

Booking a flight should feel easy, but we all know it is often anything but. Our survey found that 63% of travelers would be somewhat likely to use a digital assistant for booking flights, with 16% saying they would be very likely. This shows that people are ready for a more personalized and efficient way of booking. Imagine a travel assistant that remembers your preferences, suggests flights based on past trips, and even offers tailored deals that feel relevant. For airlines, this could mean increased bookings and more loyal customers while providing a seamless, frictionless experience for passengers.

Making Digital Interactions Seamless

We know from experience how frustrating check-in can be. That is why it was exciting to see that 75% of our survey respondents said they would be likely to use a digital assistant for online check-in. This step in a traveler’s journey is so crucial and automating it with intelligent assistants can drastically reduce the stress and confusion that often comes with it. From seat selection to baggage upgrades and real-time flight updates, travelers would enjoy a smoother experience, while airlines can increase ancillary revenue. Less time wasted in the flow, and a more enjoyable experience for everyone.

Guiding Smarter Decisions

90% of survey respondents said they would use a digital assistant for gathering insights when planning their next trip. This is more than just booking flights. It is about empowering passengers with real-time data, like weather forecasts, local events, or personalized suggestions. The potential for airlines is huge. By providing tailored recommendations, airlines can enhance the traveler’s experience and even generate additional revenue through special offers, vacation packages, or loyalty programs targeted at frequent flyers.

Solving Problems Instantly

Traveling can be stressful, especially when things do not go as planned. When disruptions occur, like delays, missed connections, or baggage issues, passengers want immediate help. Our survey showed that 53% of respondents would be very likely to use a digital assistant to resolve such problems. For airlines, this offers a golden opportunity. Intelligent assistants can provide instant support, resolving common issues quickly, and reducing frustration. It is a way to turn a negative situation into a positive one. This type of proactive customer service strengthens loyalty, as passengers feel valued and heard, even when things go wrong.

Building Confidence

One of the biggest challenges for digital assistants is security. A significant portion of our respondents (47%) expressed discomfort with sharing payment details via these tools. This is a critical issue for airlines. It is important that we build trust with customers by ensuring secure payment systems and being transparent about how their data is handled. Over time, as airlines prove the safety and reliability of these systems, customers will be more comfortable using them for transactions. But that starts with a commitment to transparency and security.

DGITAL Labs AI Assistant survey results

The results from our survey make it clear. Intelligent assistants are no longer a “nice-to-have.” They are essential. Airlines that invest in these technologies can offer more personalized, efficient, and secure experience for passengers while also improving operational efficiency. Let us look at why this is so crucial.

• • You can start small:
  Test and evolve. Analyze data and refine the tools over time. This allows airlines to adapt and improve the technology in response to real customer needs.
• • Enhance customer experience:
  Passengers today expect more. They want personalized, fast, and seamless interactions from booking to post-flight. Digital assistants can help airlines meet those expectations, turning customers into loyal, repeat travelers.
• • From reactive to proactive support:
  Most importantly, AI shifts customer service from being reactive to proactive. Instead of waiting for passengers to complain, smart assistants can jump in and notify travelers of alternative solutions before issues escalate. This scalability ensures a smoother experience for passengers and reduces pressure on airline customer service teams.
• • Boost revenue:
  By providing tailored services and offers, airlines can increase ancillary revenue. Whether it is through exclusive deals, premium services, or loyalty programs, digital assistants open up new avenues for generating income.
• • Improve efficiency:
  Automation can take care of routine tasks like check-ins and customer support, freeing up staff to focus on more complex issues. This leads to a more efficient operation and better experience for everyone.
• • Smarter decision-making:
  Intelligent assistants can analyze customer data and provide valuable insights, helping airlines make smarter decisions when it comes to pricing, scheduling, and marketing.

The real question isn’t whether digital assistants will revolutionize air travel. It’s how quickly airlines can adapt and leverage this technology. At DGITAL Labs, we specialize in crafting solutions that meet the unique needs of the airline industry. From virtual support agents to advanced analytics and personalized travel tools, we are here to help airlines innovate and offer travelers smoother, smarter journeys.