Korean Air have debuted a new generative AI chatbot designed to answer passenger queries. Built on the airline’s extensive datasets, the model uses natural language processing (AI) to provide personalised customer support.
Travellers can ask the chatbot to check their baggage allowance on specific flights, for example, and the AI tool will provide a detailed response with links to relevant information. To enhance the model’s reliability further, Korean Air have created a specialised verification database to ensure outputs are trustworthy and accurate.
A Korean Air representative explained:
With the launch of this AI chatbot, Korean Air remains committed to providing faster and more accurate support for our customers. We will continue to integrate smart technologies to ensure a more convenient and intuitive digital travel experience.
The chatbot is now available in 13 different languages: Korean, English, Simplified Chinese, Japanese, Traditional Chinese, French, German, Italian, Portuguese, Russian, Spanish, Thai, and Vietnamese. If human support is required, English and Korean speakers can simply type ‘connect to an agent’ and be transferred to chat with a Korean Air staff member. In future, the airline says they plan to advance the chatbot’s capabilities so it can purchase tickets and make reservations independently.
Other carriers who have deployed specialised AI customer chatbots include Qatar Airways, who debuted in 2025 their ‘digital cabin crew’ AI agent, Sama. The chatbot launch represents another tech initiative from Korean Air, who recently committed to installing Starlink-powered WiFi across their entire fleet from 2026.
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