by Elsie Clark | Nov 17, 2025 | Digital Transformation, News
Lufthansa Technik is exhibiting a new prototype touchscreen folding tray table at the Dubai Airshow.
Named the ‘Nice Intellitable’, passengers can open the touchscreen on their tray table to find flight information, order food and beverages, and play music and video. The options appear only when the display is activated, and the hidden touch functions can be minimised when not in use. Resistant to spillages and hard items, the touchscreen surface provides more intuitive, usable access to inflight services.
Andrew Muirhead, Lufthansa Technik’s Vice President Original Equipment and Special Aircraft Services, explained:
Sometimes, there seems to be a disconnect between how airlines and VIP operators design their control solutions, and how their passengers actually interact with the cabin environment. To get rid of traditional control interfaces, which sometimes can feel bulky and outdated, we are permanently rethinking how technology integrates with interior design, creating more cohesive and natural interactions
Muirhead adds that he sees the Intellitable as a product to redefine VIP experiences through seamless technology. As premiumisation continues to trend across the aviation industry, cutting-edge solutions such as these could be imperative in building a distinctive and elevated service.
The new solution is an advanced miniaturisation of Lufthansa Technik’s Hidden Touch Display technology, which won a Red Dot Design Award. This innovative touch panel integrates with multiple materials, including wood, carbon fibre, or metal, and gives passengers an innovative way of controlling cabin functions through a panel that appears on-demand upon interior surfaces.
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by Elsie Clark | Nov 13, 2025 | Airlines, Digital Transformation, News, Travel Tech
Qantas have announced they will establish a new Product Innovation Centre in Adelaide, South Australia.
Opening in March 2026, the Centre will bring tech innovation in-house for the Australian national carrier. 420 skilled jobs will be created over three years, with product development teams significantly expanded to generate fresh solutions in customer technology. Product managers, digital experience designers, software engineers, and data and AI specialists will all be based out of the new Centre, exploring new ways to advance Qantas’s customer offering end-to-end.
Qantas Group Chief Executive Officer Vanessa Hudson said:
Innovation has been a core part of the airline’s DNA for more than 100 years. This Centre marks a new chapter in our efforts to reimagine the travel experience for the millions of customers who fly with us.
Technology and AI is critical to lifting the customer experience at every part of the journey, from booking to inflight and baggage collection. This new hub will bring the best Australian skilled talent together to build digital products and experiences that make travel easier and more personalised.
A partnership with the University of Adelaide will create new links between Australian aviation and talented tech graduates.
Professor Jessica Gallagher, Deputy Vice Chancellor, International and External Engagement, Adelaide University added:
Qantas and Adelaide University share a mutual interest in driving innovation and technological advancements, especially in the field of AI, supporting workforce development and contributing to the long-term future of Australia’s aviation sector.
The initiative puts Qantas on level with other airlines developing in-house digital solutions, including Lufthansa Innovation Hub and Turkish Technology, the tech arm of Turkish Airlines.
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by Elsie Clark | Nov 13, 2025 | Airlines, Digital Transformation, Interviews
Flair Airlines is committed to connecting Canadians with destinations across North America at budget-friendly prices. And Juliana Ramirez, the carrier’s Chief Digital Officer, knows her work is critical to keeping fares low while providing high levels of service.
In an exclusive interview at World Aviation Festival 2025, Ramirez shared her insights on Flair’s digital transformation, discussing where she sees the biggest wins from a low-cost perspective. As Flair continues its tech adoption journey, artificial intelligence (AI) ‘underpins everything’. Ramirez explains why it is such a critical tool in keeping the low-cost model alive:
To me, AI’s biggest advantage is cost optimisation, whether through disruption management, predictive maintenance, customer service, dynamic pricing, or flight operations.
Earlier this year, Flair launched flights to Mexico and the Caribbean for the first time, a significant expansion of its regional reach. As it expands, the carrier must nevertheless uphold its promise to make flying easy, not only from a financial standpoint, but also in creating a stress-free experience for its passengers.
The dream for me at Flair is to give passengers a touchless experience at the airport.
The provision of a new omnichannel customer communications service is one such digital initiative the airline has recently taken in this area. But underpinning unifying data flow underpins Flair’s digital transformation, a project much easier said than done.
The focus when leading the digital division is making sure you take the right decisions to make the data available and flow through everything, because thinking there’s one solution, plug and play for everything, is unrealistic.
With tech experience in high demand across every industry, retaining and nurturing talent remains a challenge for Ramirez. But since digitisation is fundamental to achieving Flair’s mission of low-cost, fuss-free flying, Ramirez argues that value needs to be at the heart of every new initiative.
There are so many [tech] use cases out there, and you can very easily get distracted by an initiative that wouldn’t move the needle.
🎥 Watch the interview to hear Juliana Ramirez’s full perspective on Flair’s digital strategy
Questions asked include:
- Our lives are increasingly digital – how is that changing what passengers expect from air travel? What do customers want from a modern airline?
- AI is obviously a hot topic for the industry at the moment. What use cases do you think will have real longevity and impact on the industry?
- For Flair Airlines, as a low cost carrier, how do you see digitisation supporting your business model in a challenging operational environment?
Join us at Aviation Festival Americas 2026, where Maciej Wilk, Flair Airlines CEO, will be discussing Flair’s digital transformation on a keynote panel with other regional leaders.
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by Elsie Clark | Nov 11, 2025 | Airports, Digital Transformation, News
Adani Airport Holdings Limited (AAHL) will roll out multilingual, omnichannel customer service support through a new partnership with AIONOS.
AAHL operate eight airports across India, including those in Mumbai, Lucknow, and Mangaluru. This new investment will deploy AIONOS’s IntelliMate platform across its network, capable of providing customers with personalised, real-time support. Through voice, web, chat, and mobile, the IntelliMate platform can answer queries 24/7 in multiple languages, including English, Hindi, and regional dialects. Passengers can ask the agent questions concerning their flight status, baggage updates, gate information, and other airport services.
Arun Bansal, Chief Executive Officer of AAHL, said:
At AAHL, our vision is to redefine the airport experience through intelligent, digital-first innovations that place passengers at the heart of everything that we do, converting their travel anxiety into excitement. Our collaboration with AIONOS marks a significant step in delivering seamless and personalised journeys for travellers across our airports.
Digital transformation is key to AAHL’s strategy to driving growth and improving their passenger offering. In-house developments include aviio, Adani OneApp, and Airport-in-a-Box, all initiatives that drive efficiency and sustainability across its network.
The new ‘AI concierge’ through IntelliMate will provide passengers with consistent, round-the-clock customer support to reduce waiting times and improve customer service.
CP Gurnani, Co-founder and Vice Chairman of AIONOS, added:
We are excited to embark on this transformative journey with AAHL. Our collaboration is a testament to our shared vision of leveraging advanced technologies to offer exceptional customer experience. At AIONOS, we are committed to delivering innovative solutions that empower enterprises to navigate the complexities of the digital age and achieve their strategic objectives.
Join us at Aviation Festival Asia 2026 to discuss the future of digital, harmonised airports in APAC.
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by Elsie Clark | Nov 11, 2025 | Airlines, Digital Transformation, Interviews
Artificial intelligence (AI) was one of the biggest topics at World Aviation Festival 2025. But as the industry races to implement tech solutions, are we overlooking key business cases?
In an exclusive interview, Manuel van Esch, Managing Director of zeroG – Lufthansa Group, shared his insights on practical AI application, from deploying agents effectively to keeping humans in the loop.
Where AI will really make a big difference is making sure the passenger experience becomes smoother, more intuitive, and more personal. Not every decision needs to be made by a human agent, but humans need to be involved.
zeroG has seen impressive results in using AI to optimise tail swaps. The system provides recommendations to controllers on when to enact a tail swap, and what effect it might have on a flight plan. Van Esch believes that instilling trust in human controllers has been key to realising the full potential of this AI enhancement.
What will make a difference is not the technology itself, or the data underpinning the technology, or the business case. Ultimately, it’s people trusting an AI system to make decisions in a safe environment where we can still feel in control.
He offers four key principles for AI adoption readiness, including adherence to the EU AI act for European companies, strong data foundations, and AI upskilling. Van Esch also argues that airlines are overlooking more effective insight-generation use cases in favour of cost-cutting through automation.
Through AI, you generate a lot of new insights that you can then implement and use to optimise your processes. Process optimisation has a very big business case, but usually people don’t tend to focus on that.
Looking to the future, van Esch hesitates to make too many predictions in the highly dynamic tech sector. However, he does hope that the aviation industry will focus more on holistic, big-picture problem solving to address key issues such as crew management and flight scheduling.
I hope that we become a little more imaginative. The aviation industry triggers imagination and a longing in people to travel and explore, but the industry itself is sometimes relatively conservative. And I think if you look at the potential of AI, it helps us manage opportunities.
🎥 Watch the interview to hear Manuel van Esch’s full thoughts on effective AI adoption in aviation.
Questions asked include:
- How can the aviation industry invest in agentic AI that has real impact and longevity?
- What are the common pitfalls of AI implementation and how can they be avoided? What sort of processes/people do you need in place for an effective AI strategy?
- What’s the next frontier for AI in aviation?
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by Elsie Clark | Nov 6, 2025 | Airlines, Digital Transformation, News
The International Airlines Group (IAG) announced today that Starlink WiFi will soon be available on their member airlines.
In a new deal signed with the low-earth orbit (LEO) satellite company, passengers on IAG flights will be able to access inflight WiFi that promises the same or better operating speeds than through Internet available at home.
The service will be available on 500 of IAG’s 600 jets from 2026. Those planes not connected are close to retirement and will soon be replaced by newer jets equipped with inflight WiFi.
Luis Gallego, the chief executive of IAG, said:
Staying connected in the skies is increasingly important to our airlines’ customers. The introduction of high-speed WiFi from Starlink will transform onboard connectivity, improving both the connection speed and reliability for customers.
While the Starlink service will be offered across IAG’s airlines, it will only be free for travellers on British Airways, Aer Lingus, or Iberia flights. Passengers on the low-cost Vueling or Iberia Express services will have to pay an extra fee to access WiFi.
Viasat’s Passenger Experience Survey 2024 found that a third of customers consider the lack of Internet connection as the most frustrating aspect of modern flying. IAG joins a number of other airlines who’ve struck agreements with LEO satellite providers to give passengers inflight WiFi. Starlink’s partnerships include United, Qatar Airways, and Air France, while JetBlue became the first airline to partner with Amazon’s Project Kuiper earlier this year.
IAG’s new partnership hopes to put make its long-haul flights more appealing, while offering a superior service to its low-cost competitors in Europe.
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by Elsie Clark | Nov 5, 2025 | Airlines, Airports, Digital Transformation, News, Travel Tech
Emirates has launched a new biometrics system at Dubai International Airport (DXB), allowing passengers to pass through check-in, security, lounges, and boarding without producing any documents.
The 200 cameras have been installed across Terminal 3 to the cost of AED85 million (US$23 million). Developed in partnership with Dubai’s General Directorate of Identity and Foreigner Affairs (GDRFAD), the cameras can identify passengers from a metre away.
To make their journeys frictionless, all travellers need to do is register on the Emirates app, or at self-service kiosks and check-in desks at the airport. They can then pass through the dedicated biometric lanes to their flight without showing a passport or any other documentation.
The cameras remember every profile, meaning passengers need only share their details once. Registration is open to Emirates Skywards members from any travel class. The only condition is that passengers have to be over 18 to use the system.
Mohammed Ahmed Al Marri, Director General of GDRFAD, said:
Over the years, we have integrated artificial intelligence and biometric technologies to make travel through Dubai faster, safer, and more intuitive. Our partnership with Emirates continues this path of excellence.
Dubai International is investing significantly in tech to improve passenger processing. With 150 million travellers expected by 2032, the airport needs to think outside the box to manage visitors within its limited footrprint.
Emirates’ full biometric system adds to the airport’s existing ‘document-free’ departures corridor, which also uses biometrics to process passengers. In the future, Emirates’ hub will move to the new Dubai World Central Airport (DWC), scheduled to open in 2032 to ease congestion at DXB and eventually replace it entirely. Built across 36,000 acres, once complete DWC will be the largest airport in the world. Tech is at the heart of its proposition to process travellers efficiently, with many initiatives at DXB seen as tests for scaleup at DWC.
Emirates has made a reputation for itself as a leader in customer service. The biometrics system is yet another initiative to make its passengers’ journeys as seamless as possible, alongside deploying AI to avoid turbulence and its strategic partnerships with Uber.
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by Elsie Clark | Nov 5, 2025 | Digital Transformation, News, Payments
Biometrics and mobile booking emerged as the key rising trends in IATA’s latest annual Global Passenger Survey.
The 2025 edition analysed 10,000 responses from passengers across 200 countries, and found that over half of travellers had reported using biometrics at some stage in their journey. 85% said that they were happy with their experience, and 74% said they were willing to share more biometric information in advance to bypass passport checkpoints. Data privacy did emerge as a concern, but 42% of respondents who said they wouldn’t share biometric information would reconsider if they felt sure their details were secure.
Nick Careen, IATA’s Senior Vice President Operations, Safety and Security, commented:
Passengers are already using biometrics for different stages of their journey, from check-in to boarding. But to make the international travel experience fully digital, governments need to start issuing digital passports and enable their secure recognition across borders. When that becomes common practice, travellers, governments, and airlines will all see the benefits of digital identity with an experience that is even more convenient, efficient, and secure.
More passengers booking via mobile
Travellers in APAC and the Middle East were the most likely to book using mobile apps and pay by digital wallets, but adoption of the tech is increasing in other regions too.
While booking through airline websites remained the most popular method, favoured by 31% of respondents, this represents a decrease from the 37% recorded in 2024. App booking was especially preferred by younger travellers (25%).
Credit and debit cards are still the most popular paying method (79%). However, digital wallet use has risen by 8% since 2024, used for payment by 28% of respondents. Enthusiasm for integrated, frictionless travel with mobile is high: 78% of passengers surveyed said they wanted to use a mobile wallet that had boarding passes, digital ID, and payment methods in one place on their phone.
Careen explained:
Passengers want to manage their travel the same way they manage many other aspects of their lives—on their smartphones and using digital ID. As experience grows with digital processes from booking to baggage claim, the message that travellers are sending in this year’s GPS is clear: they like it, and they want more of it.
Preferences differ by region, however. Travellers in Africa are still the most likely to book in-person at a travel agency, or over the phone. Trust in digital systems also remains an issue for European passengers, who showed the least enthusiasm for digital wallets (27% said they were indifferent or not interested).
Careen concluded:
There is an important caveat which is the need to continue building trust, so cybersecurity remains a priority. Cybersecurity must be core to the end-to-end digital transformation of how we book, pay, and experience air travel.
Join us at World Aviation Festival 2026 to discuss the latest in frictionless booking and payment technology.
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by Elsie Clark | Oct 30, 2025 | Airports, Digital Transformation, News
In this keynote panel from World Aviation Festival 2025, four airports leaders shared their transformation strategies for creating an experience that aligns with modern passenger expectations. From cutting-edge sustainability to a digital-first experience, together the panel delivered holistic insights on airport development in the modern age.
Moderated by Jane Witherspoon, Bureau Chief for Middle East, Euronews, the panel included:
- Mazen Johar, CEO, Jeddah Airports
- Bettina Ganghofer, CEO, Salzburg Airport
- Dan Mann, Executive Director, Louisville Regional Airport Authority
- Meiltje de Groot, CEO, Groningen Airport Eelde
De Groot kicked things off, discussing how collaboration has helped drive development at the Netherlands’ smallest airport. Its flagship Hydrogen Valley project would not be possible without the private companies, governments, and educational institutions who are truly committed to taking hydrogen power to the next level.
We are a small airport, and as you know regional airports often have difficulties in their finance, and getting money to pay for innovations. The only solution for us is to work together.
Dan Mann also shared how sustainability is shaping the SDF Next project at Louisville Muhammed Ali International. Among the significant developments of the US$1 billion trasnformation are geothermal wells, which have saved the airport US$400,000 annually in energy costs. Other tech innovations include upgraded baggage claim and a collaboration with GoodMaps, a company with origins in Louisville that is committed to making travel more accessible for the blind and visually impaired.
I think a lot of people are independent travellers, and that’s great and the tech is great, until something goes wrong. Then you still need what I call ‘hand-to-hand combat’, that person who can answer the question and help guide them when things don’t work as they should.
Balancing technology while still providing in-person interactions where needed was a dominant theme of the discussion. Johar noted:
At Jeddah Airport, one of the challenges we have is around 30% of our travellers are first-time travellers. So they come with expectations, they come stressed. So we need to make sure we take them hand-in-hand through the processes, and that’s what makes it challenging to design different processes from your passenger profile.
Salzburg and Groningen are two smaller airports, making their attitudes to tech more different. Ganghofer and de Groot both highlighted that their compact footprint makes some initiatives such as digital maps and biometrics less necessary for efficiency. Nevertheless, Ganghofer is open to AI, especially for optimising key bottlenecks such as baggage claim and delivery.
As a smaller airport, we can’t do it all, but we will implement this technology where it makes most sense for the customer.
The best initiatives combine efficiency with connectivity and sustainability to build high-impact, resilient infrastructure. Intermodal connectivity is increasingly a focus, as airports seek to strengthen partnerships with rail and other travel operators. Johar highlights the success of the high-speed Haramain train, which connects the airport to the popular pilgrimage sites of Medina and Mecca.
This train completes around 150 trips a day. Last year it served 9 million passengers, and saved about 80,000 tonnes of carbon emissions. So for us, that’s a way of improving the passenger experience, helping sustainability, and providing strong infrastructure for future growth.
🎥 Watch the interview to hear the panel’s full discussion on building tailored, green, efficient, and digital airports.
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by Elsie Clark | Oct 30, 2025 | Airlines, Digital Transformation, News
This article was originally published on our sister site, Aerospace Tech Review.
Dubai-based carrier Emirates has reported a measurable decrease in unexpected turbulence incidents over the past year thanks to onboard data and analytics.
Changing atmospheric conditions due to climate change are making inflight turbulence more regular and more severe. Notably, scientists at Reading University in the UK found that severe turbulence has increased by 55% between 1979 and 2020 over the North Atlantic. Professor Paul Williams, one of the scientists leading the project, told the BBC earlier this year that turbulent incidents could soon double or treble in length due to changes in temperature and wind patterns.
Turbulence hit the headlines in 2024 after one died and many more were injured on a Singapore Airlines flight from London Heathrow. Additionally, ICAO reported in 2023 that 40% of all inflight injuries were the result of turbulence.
Emirates takes action to mitigate unexpected turbulence
Over the past year, Emirates has been investing in multiple systems that can provide pilots with real-time analytics and help its aircraft avoid severe turbulence. Captain Hassan Alhammadi, Divisional Senior Vice President Flight Operations at Emirates, said:
While we cannot promise turbulence-free flights, these initiatives have contributed to a significant reduction in unexpected severe turbulence incidents over the past year, helping make journeys safer and more comfortable for our customers.
One technology partner is SkyPath, which uses AI and machine learning (ML) to detect and predict turbulence hotspots that traditional weather forecasting might overlook. Alongside this platform, Emirates has deployed Lufthansa Systems’ Lido mPilot application, which provides pilots with high-resolution weather data and real-time alerts.
Emirates is also participating in IATA’s Turbulence Aware programme, sharing data with airlines to help other aircraft adjust flight paths in advance to minimise the impact of turbulence.
Alhammadi added:
Our multi-layer approach with weather prediction and technology partners and active participation in the IATA Turbulence Aware programme also enables us to contribute valuable data and insights to the broader aviation industry as we collectively work to address this growing meteorological challenge.
Join us at Aerospace Tech Week 2026, where our dedicated track will be discussing data-driven flight ops.
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by Elsie Clark | Oct 29, 2025 | Airports, Digital Transformation, News
Delhi Airport’s Terminal 2 has reopened after six months of renovation, with improved efficiency and sustainability at the heart of the redesign.
Travellers are now greeted by skylights and wood finishings that make the terminal an airy, welcoming space. Innovative tech features include self-service bag drop and six new passenger boarding bridges. The first of their kind in India, the bridges were imported from South Korea and feature innovative autonomous docking features. These two additions will make check-in and boarding more efficient, thereby reducing passenger wait times.
Virtual information desks are another added upgrade that will provide travellers with real-time updates on flight status, gate numbers, and other key information. New accessibility features include wider corridors and dedicated assistance services so that persons of reduced mobility (PRM) can navigate the terminal stress-free.
Renovations necessary to process domestic travellers
Some domestic Air India and IndiGo flights will now be transferred from Terminals 1 and 3 to the new Terminal 2 upon its reopening.
Improving the service for the rising number of domestic travellers across India was key to Delhi Airport’s Terminal 2 investment. According to IATA, 136.1 million of the 174.1 million passengers (78.2%) who departed from an airport in India in 2024 flew domestically. This is in part due to the vast expanse of the Indian subcontinent, with key cities such as Bengaluru, Chennai, Delhi, and Mumbai situated several thousand kilometres apart.
The growth of lndian low-cost carriers (LCC) including IndiGo and SpiceJet has further popularised air travel as a means of connecting the country, putting air fares on a more competitive footing with rail travel prices.
The upgrades to Terminal 2 will enable domestic passengers at Delhi Airport to travel more efficiently, while elevating the airport’s overall customer service.
Join us at Aviation Festival Asia 2026, where executives from Air India and SpiceJet will be sharing their thoughts on the development of aviation in APAC.
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by Elsie Clark | Oct 28, 2025 | Airlines, Digital Transformation, News
Canadian low-cost carrier (LCC) Flair Airlines and marketing platform Netcore Cloud have partnered to provide Flair customers with a more personalised travel experience.
Through omnichannel automation, Flair will now be able to communicate with passengers at every stage of their journey on SMS, email, social media, or mobile apps. This initiative provides travellers with better communication on flight status, promotions, and travel tips, and will enable Flair to become more agile when responding to enquiries. AI has enhanced the system to ensure all messages are timely and relevant.
Furthermore, through the Netcore partnership Flair benefit from customer data and analytics, which will help improve their marketing strategies. Better understanding of customer behaviour can be used to consolidate loyalty and understand traveller needs.
Kalpit Jain, Group CEO, Netcore Cloud, commented:
Flair embarked on a transformation from being a no-frills carrier to becoming a meaningful part of every customer’s travel experience. Our role extended beyond technology – we helped embed a culture of AI-driven personalization that fuels ancillary revenue growth and strengthens long-term customer loyalty.
Flair FWD strategy continues
Becoming more passenger-centric is key to Flair’s ‘FWD’ strategy, as it aspires to retain its low-cost routes while improving its customer service. 2025 has seen the airline introduce a range of initiatives to further this aim: in December, the Canadian carrier will become the first in North America to offer ticket resale to passengers looking to cancel flights.
Other projects include a redesigned website, launched through Amazon Web Services, revamped ticket bundles, and Flair Vacations, a package holiday service to coincide with the airline’s new flights to Mexico and the Caribbean, which begin in December.
Join us at Aviation Festival Americas 2026 to discuss the evolution of low-cost travel in the Americas.
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by Elsie Clark | Oct 28, 2025 | Airports, Digital Transformation, Interviews
The biggest city in the United Arab Emirates (UAE), Dubai has transformed over the past twenty years into a major aviation connections hub, as well as a popular tourist destination in its own right. As a result, in 2024 Dubai International Airport (DXB) was the second-busiest airport in the world by number of departing seats, with over 60 million available.
With its homebased carriers, Emirates and flydubai, both planning for substantial growth, Dubai now expects to process 150 million air travel passengers by 2032. Managing these numbers within DXB’s current footprint is impossible. So how is Paul Griffiths, CEO of Dubai Airports, planning for the future and building a new airport for Dubai?
Dubai World Central (DWC) is the flagship growth project: located 23 miles outside Dubai, the new passenger terminals are a redevelopment of the Al Maktoum International cargo airport, and once completed the site will become the biggest airport in the world, spanning 36,000 acres. Scheduled to open in 2032, DWC will eventually completely replace the DXB site, which will close down. But in the interim, Dubai Airports still has to manage ever-increasing traffic at DXB.
We basically don’t have any further room to develop major infrastructure. So the only way we’re going to increase capacity is by using the existing infrastructure in a more effective and efficient way.
Tech has been at the heart of Griffiths’ strategy to improve the airport experience for staff and travellers alike. Using biometrics, DXB has done its best to eliminate touchpoints to give passengers a seamless, stress-free experience. Innovations such as its ‘document-free’ departure corridor in Terminal 3 have been received positively.
It’s a major benefit to invest in processes and technology at airports. Anyone who’s not doing that at the moment is really following the old operating model of being an infrastructure manager rather than taking care of the guest, which is our major focus.
Griffiths also explains how he sees innovation at DXB as a testbed for DWC, so that by the time the new airport opens all processes will have been thoroughly tested. In this way, he hopes to avoid the difficult pilot stage, because the airport staff will already be thoroughly acquainted with the technology.
We are developing as much real estate as we can at DXB, but ultimately we will outgrow the field even with all the technology and efficiency we’re introducing. So DWC Phase 2 2032 is coming just at the right time.
Five times bigger than the DXB site, DWC plans call for five runways, four concourses, and 400 passengers gates. Estimated to cost US$34.85 billion, this huge infrastructure project is one of the largest in the Middle East. Inbuilding sustainability has been key to making the new airport viable. Solar panels have already been implemented at DXB for clean energy provision, and are also to be a major component of DWC alongside electric and hydrogen-powered vehicles.
However, emissions from jet fuel remains a major obstacle. Griffiths explains why sustainable aviation fuel (SAF) production needs to accelerate at a competitive price, and his campaign for subsidies to ease adoption.
There needs to be a step change in incentives for producers to invest to bring the price [of SAF] down at scale. And there needs to be a mandate from government to require airlines to up their game and actually purchase SAF.
🎥 Watch the interview to get Paul Griffiths’ full insight on technology, sustainability, and expansion at Dubai Airports.
Questions asked include:
- DXB is investing heavily in tech to create a frictionless, touchless passenger experience. Could you talk me through a few of the projects you’ve introduced and what kind of impact they’ve had on the traveller experience?
- Is it difficult to make these investments within the limited footprint of an airport? How can airports make the most of their existing space and technology?
- How is progress on Dubai World Central going? What kind of tech/innovation are you implementing to make it a true airport of the future?
- What about sustainability? How has that been incorporated in DWC plans?
Join us at Aviation Festival Asia 2026 to discuss the future of airport tech in MENA and APAC.
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by Elsie Clark | Oct 24, 2025 | Airports, Digital Transformation, News, Travel Tech
Aeroporti di Roma has developed an AI assistant for passengers flying from Rome Fiumicino ‘Leonardo da Vinci’ Airport.
Designed in collaboration with Amazon Web Services and Storm Reply, the Virtual Assistant is available through the airport’s website and its dedicated WhatsApp chatbot. The Assistant will support domestic and international travellers, while enhancing Fiumicino’s status as ACI Europe’s Best Airport.
Passengers can ask the Assistant for information on airport services, flight connections, parking, onward connectivity, and more. Tourists can also request recommendations on what to visit, eat, and drink while staying in Italy’s capital.
Filippo Rizzante, Chief Technology Officer at Reply, who helped develop the Assistant, commented:
The AI-powered Assistant is a distinctive example of how artificial intelligence can seamlessly integrate into users’ everyday experiences, providing powerful yet discreet contextual support to travellers.
By combining multi-agent orchestration with AWS generative AI services, we enabled the Assistant to securely and efficiently manage complex real-time queries across multiple languages and contexts. Thanks to ADR’s innovative spirit, the AI-powered Assistant now enhances both operational efficiency and the passenger experience at a global high-traffic hub like Fiumicino.
Fiumicino handles around 50 million passengers each year, making it one of Europe’s busiest airports. Tourism currently contributes to 11% of Italy’s GDP, and the national government has stated that the sector remains a top economic priority for the next decade.
The launch of the Virtual Assistant hopes to manage ever-increasing passenger numbers while maintaining Fiumicino’ reputation as a leader in customer service.
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by Elsie Clark | Oct 22, 2025 | Airlines, Digital Transformation, News
OpenAI has launched its new AI-powered browser, Atlas. Currently available on Windows Mac, the extension will soon roll out to Windows, iOS, and Android.
As demonstrated in a post on the company’s X account, users can open the Atlas extension on any webpage and ask ChatGPT further questions, such as which restaurants are near a certain hotel, or the suitability of clothing on online stores.
OpenAI has also previewed ‘Agent Mode’ with its premium users. This virtual assistant is capable of executing tasks from start to finish, including shopping for and booking flights completely independently. Sam Altman, CEO of OpenAI, explained:
[ChatGPT] has got all your stuff and is clicking around. You can watch it or not, you don’t have to, but it’s using the internet for you.
The launch represents a significant leap forward for agentic AI, but has nevertheless raised privacy concerns. Users can delete their web browsing history, but those opted into sharing their ‘Browser memories’ will share ‘facts and insights’ with OpenAI. How that information is shared with third parties is uncertain. Moreover, if users are giving ChatGPT oversight of purchases and bookings, that raises further questions about the security of sensitive information, such as credit card and passport details.
The launch of Atlas represents a real threat to traditional web browsers. Although Google is working to integrate its AI LLM, Gemini, into more search functions, Google stock fell by 4% immediately upon OpenAI’s announcement.
Wikipedia, the online encyclopaedia, has already reported that their Internet traffic has dropped by 8% as a result of more people getting answers through AI without clicking on web pages. With the launch of Atlas and other AI search engines such as Perplexity AI, airlines’ marketing and booking strategies could undergo a dramatic shift.
Join us at Aviation Festival Asia 2026 to discuss how retail and booking strategies are evolving in the age of AI.
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by WAF_Contributor | Oct 20, 2025 | Digital Transformation, Features
When John McCarthy coined the term ‘artificial intelligence’ (AI) in 1956, few could have imagined how transformative it would become. Over the past decade, AI’s progress has accelerated dramatically, fueled by the explosion of data, advanced algorithms, and powerful computing. From healthcare to banking, AI is redefining industries. Aviation, too, stands to benefit enormously, yet the adoption of AI for turnaround management and operational optimisation remains surprisingly limited.
Introduction: The paradox of AI in aviation
Airlines and airports operate in one of the most complex environments in the world, where minutes matter and efficiency directly impact profitability and passenger satisfaction. AI can revolutionise this space by:
- Enabling and enhancing real-time visibility across operations
- Predicting and preventing delays
- Optimising stand management
- Improving asset and resource utilisation
- Supporting predictive maintenance
- Reducing downtime and operational costs
- Improving collaboration among multiple stakeholders
These capabilities directly address aviation’s biggest challenges: rising fuel costs, growing passenger expectations, regulatory pressures, infrastructure constraints, and the need for faster, safer, and more cost-efficient operations.
The numbers speak for themselves. According to Straits Research (2024), the global AI in aviation market is projected to reach US$32.5 billion by 2033, growing at a staggering CAGR of 46.97%. Yet, despite the clear opportunity, many airlines and airports remain hesitant.
So, what’s holding them back?
Barriers to AI adoption in aviation
1. High implementation costs
AI requires significant upfront investment in infrastructure, software, and skilled personnel. While studies suggest that AI can lower maintenance costs and enhance fuel efficiency, the initial outlay remains daunting—particularly for regional airports and smaller carriers. For example, one European low-cost airline reported saving about 7 kg of fuel per flight through AI-powered fuel planning, with additional reductions achieved via optimised climb speeds and taxi operations.
Possible solutions:
- Start with pilot projects underpinned with base models and measurable KPIs
- Flexibility in options between cloud, hybrid and on-premises systems.
- Explore flexible models like “AI-as-a-Service” or pay-per-use.
- See AI adoption as an enabler for real return on investment and cost savings, not as pure cost.
2. Integration with legacy systems
Aviation still relies on decades-old legacy platforms that were never designed for AI. Integrating modern tools often requires costly upgrades, customisation, and phased rollouts. In addition, the aviation industry revolves around siloed systems that cannot communicate with each other.
Possible solutions:
- Deploy APIs to connect AI with existing systems and break down silos.
- Consider AI as tool to leverage and enhance existing systems, and not just “another additional system”
- Use “layered” AI applications that gradually integrate.
- Leverage digital twins to replicate operations in real time, allowing AI to work alongside legacy systems without full replacement.
3. Accountability and transparency
The “black box” nature of AI creates trust issues. In an industry where safety is non-negotiable, regulators and operators demand explainable, auditable AI.
Possible solutions:
- Adopt explainable AI models that provide traceable reasoning.
- Establish clear accountability protocols and audit trails.
- Maintain human oversight for safety-critical decisions.
- Treat AI as a highly efficient colleague that drastically aids decision making (but does not necessarily make the decision for you)
4. Data infrastructure and security
AI thrives on data—passenger records, aircraft telemetry, weather updates, and more. But managing, securing, and harmonising such vast datasets is a formidable task. Regulations like GDPR add further complexity.
Possible solutions:
- Use unified dashboards to consolidate fragmented data sources.
- Implement strong encryption, intrusion detection, and compliance frameworks (GDPR, ISO 27001).
- Build secure data-sharing ecosystems between airports, airlines, and ground handlers.
5. Workforce readiness and trust
AI adoption is as cultural as it is technological. The shortage of aviation-focused AI talent slows progress, while frontline staff and managers may hesitate to trust AI recommendations.
Possible solutions:
- Run change management programs with workshops, training, and continuous on-site support.
- Clearly communicate the benefits of AI to operational teams and actively demonstrate the value
- Position AI as an enabler, not a replacement, of human expertise.
- Use consultancy companies to create reference and base models to review performance before and during AI enhanced operations
- Actively seek user feedback and address concerns
6. Risks of bias and errors
AI models can inherit bias from incomplete or poor-quality data. In aviation, even small errors can have outsized consequences, creating resistance to adoption.
Possible solutions:
- Keep humans in the loop for mission-critical decisions.
- Continuously audit and retrain AI models.
- Ensure robust data cleaning and validation processes.
7. Regulatory complexity
Aviation is one of the most heavily regulated industries. Introducing AI into predictive maintenance, flight planning, or turnaround management requires rigorous validation and approval from authorities like the FAA and EASA. This process is long and resource intensive.
Possible solutions:
- Map regulatory requirements early in AI development.
- Build compliance into AI models from the start.
- Collaborate with regulators to define safe, transparent adoption pathways.
Why the time to act is now
Despite these barriers, delaying AI adoption comes at a cost. Early adopters such as Flydubai, Ethiopian Airlines, and Fraport are already reaping benefits including:
- Improved on-time performance through predictive scheduling
- Reduced unplanned downtime via intelligent maintenance forecasting
- Enhanced safety monitoring and regulatory compliance
- Streamlined resource allocation and turnaround optimisation
- Superior passenger experiences through smoother operations
- Increased non-aeronautical revenue through AI-driven retail optimisation
- Better drive sustainability initiatives
Conclusion: The strategic imperative
The aviation industry stands at a crossroads. AI is no longer a futuristic concept—it’s a proven operational enhancer available today. Organisations that address the cost, integration, and trust barriers systematically will unlock significant efficiencies, cost savings, and safety improvements.
The competitive landscape is shifting rapidly. Airlines, airports, and ground handlers that embrace AI now will establish new benchmarks for safety, efficiency, and passenger satisfaction. Those that delay risk falling behind in an increasingly AI-driven industry.
AI adoption is not merely a technology investment—it is a strategic imperative for the future of aviation.
The real question is not “Should aviation adopt AI?” but rather:
“How quickly can it adapt to remain competitive in an AI-driven future?”
We at ZestIoT are leveraging AI to drastically enhance Aircraft Turnaround and Resource Management as well as improving the passenger journey. Come and speak to us to learn more.
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by Elsie Clark | Oct 16, 2025 | Airlines, Airports, Digital Transformation, Features
At World Aviation Festival 2025, I had the privilege of interviewing 30 high-level speakers from across the industry. Airport CEOs, airline directors, and tech disruptors all passed by my sofa over three jam-packed days in Lisbon.
It was fascinating to tap the insights of many notable industry figures. And over the course of the panels, presentations, and interviews, three key themes emerged from WAF25:
#1: AI has to be implemented strategically
As one interviewee joked to me, ‘every event is an AI event these days’.
Given the extensive discourse surrounding the tech’s potential impact on every industry, I wouldn’t blame anyone for feeling a bit AI-fatigued. The word has been thrown around so much in so many contexts that it’s become increasingly hard to distinguish hype from reality. And with reports circulating last week that the AI ‘bubble’ might be about to burst, you’d be forgiven for feeling somewhat sceptical.
Nevertheless, WAF demonstrated that AI is more than just a buzzword. Interesting use cases including American Airlines’ AI search tool, Qatar Airways’ award-winning app, and Dubai Airport’s document-free departures corridor all illustrate how AI can provide real value to passengers. Interviewees repeatedly emphasised to me the importance of establishing strong data foundations and selecting high-impact use cases before joining the AI race.
As the number of travellers goes up, automation will be critical to supporting staff, streamlining processes, and inspiring new journeys. Yet while tech adoption can be a tool for simplification, it has to be implemented with accessibility in mind. Whether it’s an app chatbot or an airport navigation tool, AI must be usable and useful to all passengers if aviation wants to see investment rewarded.
#2: The in-person experience remains critical
The conversation around digitisation has so dominated the industry in recent years that it’s been easy to forget that the in-person experience is still central to customer satisfaction.
Air travel remains a luxury for most passengers, and the romantic image of aviation continues to compel. While executives might get excited about a new AI tool, they cannot lose sight of how customers experience the physical world of aviation.
Exciting developments across the globe demonstrate ongoing commitment to making air travel feel premium and comfortable. SKYTOPIA, the flagship project at Hong Kong International Airport, will combine culture, leisure, and gastronomy to make the airport a destination in its own right. Discussions continued around the expansion of premium economy, as customers seek to enhance their experience with more ‘affordable luxuries’. And Gerri Sinclair from Vancouver International emphasised that the secret behind the airport’s customer service success is its friendly, well-trained staff and elevated in-person experience.
This ethos carries over to the loyalty landscape, where the best programmes the digital and the physical. Cristian Ortiz talked to me about the LATAM Pass app, and how it stands out for giving its members a choice of rewards that they can redeem inflight or at the airport. Meanwhile, the Air France-KLM Flying Blue programme demonstrates how a strong customer service strategy and redemption experience can give passengers that special ‘I’m on a plane’ feeling without costing them any money.
#3: The sustainability drive cannot slow down
Heading into WAF25, I was curious to see whether attitudes around environmental sustainability would have changed. Recent geopolitical developments and the attitude of the current US administration have sparked concerns that the zero-emissions drive had plateaued or was even being rolled back.
But everyone I spoke to stressed their commitment to their net-zero targets, whether they aimed to reach them in 2030 or 2050. From Groningen Airport’s Hydrogen Valley project to oneworld’s sustainable investment fuel (SAF) fund, a range of exciting initiatives are in the works that could advance sustainability efforts considerably. Also in the conversation was the potential of advanced air mobility (AAM), including discussions of how eVTOL air taxis might slot into airport operations.
Speakers across the event emphasised how sustainability remains essential, not only for environmental reasons, but for operational efficiency. Projects such as airport solar farms or airline food waste reduction all contribute to improved performance, self-sufficiency, and revenue, as well as sustainability.
However, decarbonising airports remains be less challenging than air travel itself. Many of the airlines I spoke to seemed to be putting their faith in SAF as the key to emissions reduction. Yet IATA warned earlier this year that SAF production will fall 100 million tonnes short of net-zero targets if production doesn’t ramp up soon. Aviation needs to put its money where its mouth is and significantly accelerate investment in SAF technology and infrastructure if the industry is to fulfil its promises. Greater attention should also be given to other net-zero solutions, including hydrogen fuel and hybrid engines: SAF is not a catch-all silver bullet that will fix aviation’s sustainability predicament.
Conclusion
Once again, WAF proved to be the most dynamic and forward-thinking event in the aviation calendar. The three key themes I’ve highlighted here are just a shortlist of the varied discussions that took place across the three days. Next year, we’ll be returning to FIL Lisbon for more industry-leading insight on tech adoption, customer experience, retail, and sustainability.
Join us at World Aviation Festival 2026!
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by WAF_Contributor | Oct 15, 2025 | Digital Transformation, Features
By Julien Desenne, CTO of Moment
The era of slow, unreliable onboard internet access is fading. As satellite technologies mature and providers consolidate, inflight connectivity (IFC) is entering a new phase of reliability and scalability. According to the Viasat Passenger Experience Survey 2024, connectivity now ranks just behind comfort and space as one of the most important expectations for travellers. It is no longer a luxury, but a must!
More than just a service, connectivity is evolving into the digital backbone of the onboard ecosystem, powering entertainment, e-commerce, real-time communication, and personalised loyalty experiences. With the number of connected aircraft skyrocketing worldwide, connectivity isn’t a feature; it’s the nervous system of aviation.
Pursuing a 100% satellite-connected sky: At what risk?
Here’s the catch: the aviation landscape is highly diverse making connectivity choice a complex decision. Airlines vary in needs, operations, and budgets. Offering consistent, high-quality connectivity is far from granted, especially for those with smaller fleets or low-cost business models.
Sure, there’s no shortage of advanced connectivity architectures on the market, whether it’s traditional Air-to-Ground with limited coverage, GEO satellites that boast wide reach but suffer from frustrating latency, or LEO constellations promising high speeds but facing growing cybersecurity concerns. The truth? No single technology can, on its own, deliver the seamless, global connectivity passengers expect.
Leasing satellite bandwidth remains a significant expense for airlines, particularly those investing in LEO connectivity, which also entails high upfront costs and increasing cybersecurity risks. At the same time, onboard data consumption is surging, with no signs of slowing, particularly if locally hosted entertainment were to disappear. The demand for connected services, such as video streaming, online shopping, live sports, and crew communication tools, naturally increases with flight duration. Regulatory barriers are also a major obstacle. In many countries, satellite operators face restrictions – or outright bans – because landing rights, spectrum licenses, or government agreements are missing. As a result, inflight connectivity remains uncertain in several key regions, making truly seamless cross-border coverage hard to guarantee.
The hybrid IFC model: Managing cost with secure performance
As the connectivity boom is pushing industry players to rethink their onboard service strategies, airlines must strike a delicate balance: delivering high-quality service while keeping costs under control and offering products that meet both passenger expectations and business objectives. Deploying IFC across a fleet is resource-intensive, and costly. It requires time, coordination, and a deep understanding of technical and regulatory landscapes. Not all airlines share the same ambition or budget.
Faced with complex choices, the solution lies in a smart blend of embedded systems and satellite connectivity, aligned to both operational and commercial priorities. In this model, satellite bandwidth is reserved for high-value activities such as payment processing, crew communications, or premium services like live sports streaming. Meanwhile, embedded systems store non-critical content locally, including movies, magazines, and product catalogs, significantly reducing bandwidth consumption and ensuring content remains accessible throughout the flight.
On a typical 190-seat narrow-body, a hybrid approach can cut bandwidth demand by up to 80% while still delivering a seamless digital experience. It also lets airlines deploy a fully branded portal—giving passengers a curated interface for services, content, and promotions. Without a dedicated onboard server, internet often arrives as a raw, unbranded connection, missing a prime moment to reinforce the brand and showcase the offer.
Connectivity that works for every flight
Delivering a 100% internet-based experience may be possible for some, but for many operators, it’s not yet sustainable. Connectivity is no longer about simply being online; it’s about managing demand intelligently and designing systems that scale across fleets, regions, and business opportunities.
The future belongs to airlines that embrace flexible, cost-efficient architectures, grounded in embedded technologies. These carriers won’t just meet expectations, they’ll shape them.
Join us at World Aviation Festival 2026 to discuss the future of inflight connectivity.
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by WAF_Contributor | Oct 3, 2025 | Digital Transformation, Features, Retailing
Data Clarity whitepaper for blog (1)
Read the full report here: Transforming Airline Retail: AI-Driven Flexibility and Precision for Revenue Growth – Data Clarity
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by Eric Leopold (Threedot) | Oct 2, 2025 | Digital Transformation, Features
By Eric Léopold, Founder, Threedot
The ‘Artificial Intelligence in Aviation’ track
As chair of the artificial intelligence (AI) track at the upcoming World Aviation Festival, I have the privilege of moderating several panels on AI in aviation. In preparing these sessions together with panellists from airlines, technology providers, and industry organisations, I gathered valuable insights into the themes that will shape our discussions on stage.
In this article, I would like to share a preview of some of the topics we’ll explore. My hope is to offer readers—and especially future participants—a fresh perspective on the role of AI in aviation, and to inspire you to join us and hear directly from the experts in Lisbon.
AI use cases in aviation
Airlines did not wait for artificial intelligence to develop algorithms and software that can solve some of the most complex challenges in the business, such as optimising revenue across a perishable seat inventory or optimising the scheduling of flights and the allocations of aircraft and crew. For decades the field of Operations Research has attracted PhDs to airlines, bringing the highest mathematical rigor to decision making where massive datasets and countless constraints collide daily.
Artificial Intelligence builds on this tradition and extends beyond optimisation. Today, in a complex environment, AI provides forecast, decision making support, pattern recognition, and more recently natural language capabilities, from voice generation or text summarisation. This new technology expends the scope of new use cases across the value chain.
In the customer domain, for example, airline call centres support customers with booking, changes and more services. In the short term, the language capabilities of AI can increase the productivity of the agents, by listening to conversation and executing tasks in real time while the agent remains engaged with the traveller. Eventually, once the AI is sufficiently trained, it can handle conversations at scale, in a much friendlier way than current clunky “press 1, 2 or 3” phone menus.
On the operational side, airlines’ optimisation algorithms already provide theoretical solutions under all the given constraints. However, in the case of disruptions, airlines need to make decisions in real time if a flight needs to be diverted or delayed or cancelled, due to the weather, or a technical issue or else. AI can simulate the consequences of potential actions to help with decision making and learn from similar experience and decisions.
Support functions play a critical role in enabling airline operations as scale. For example, every flight generates invoices for services from suppliers such as fuel, catering, parking or de-icing. AI can forecast costs and reconcile invoices while detecting anomalies, such as a de-icing charge when the temperature was never close to freezing point.
AI models and squads
Within airlines, the teams driving these AI solutions are typically called ‘data science’, often reporting into the Chief Digital Officer. Their foundational role is to collect raw data (on fleet, flights, passengers, weather, and more) and to transform it into reliable ‘clean data’. This data is then stored into lakes or warehouses hosted by third-party cloud platforms, for future exploitation.
The real science begins when this data is applied to solving real problems. The AI scientists develop optimisation models for specific use cases combining relevant AI methods like language models, computer vision or predictive models. Once a model is developed and tested, it can be deployed into production by the Machine Learning Operations (MLOps, as in DevOps) team, who maintains it. At this stage, digital product owners manage the lifecycle of the AI applications, collecting future requirements and ensuring valuable outcomes.
In an airline’s agile setup, work is often organised around ‘squads’. One squad may build a digital twin for ground operations, another squad may work on predictive models for aircraft or engine maintenance, and a third squad may deal with the continuous pricing of dynamic offers. A squad may bring together data scientists, an MLOps engineer, an aviation domain expert and a digital product owner, for the right mix of technical and operational skills.
As airlines move up the digital maturity curve, these squads can evolve into cross-functional centres of excellence for AI models. Ultimately, such AI centres may blend data, processes and decision logic into agentic AI, like a digital brain that virtually runs the airline.
Questions to our panellists
With these airline use cases and AI trends in mind, I will ask questions to the panellists on stage, such as:
- What difference is AI making in airlines compared to Operations Research?
- Is your main challenge in AI projects to demonstrate the benefits realisation?
- Overall, is AI a tool that increases human productivity or a paradigm shift that replaces humans in certain tasks?
- How reliable are your AI models in operational context where safety and accuracy cannot be compromised?
- What is the most impactful use case for implementing AI in an airline today?
- As airlines build AI centres of excellence, is there a risk of creating a new silo in airline organizations?
- Is there still hype in today’s AI rhetoric, or is AI becoming a long term strategic pillar?
Of course, I look forward to hearing the questions from the audience as well.
Join us at World Aviation Festival 2025, where Eric will be chairing our AI Spotlight Sessions.
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