Air India Express wins ‘Best Use of AI in Customer Experience’ award for AI-powered guest support
Air India Express is clearly making waves in the customer experience space. Winning the ‘Best Use of AI in Customer Experience’ award at the UBS Forums CX Strategy Summit 2026 highlights how seriously the airline is investing in digital transformation.
Tia, the digital face:
Introduced in 2021, now evolved into a full AI-enabled support platform across web, app, WhatsApp, and voice channels.
Scale of impact:
Resolves ~15,000 queries daily, with over 75% of guest interactions handled through automation.
Crisis management:
During West Asia disruptions in April, Tia managed nearly 80% of queries, helping stranded passengers rebook and reach home faster.
Human touch preserved:
Guests can escalate to Customer Happiness Specialists, with seamless transfer of context and history.
Future roadmap:
Multilingual support, deeper personalization, and expanded self-service options.
Coupled with the 4-Star Skytrax rating, this shows Air India Express is positioning itself as a value carrier with premium digital capabilities. It’s a smart differentiation: while full-service airlines often focus on luxury, Air India Express is proving that tech-driven empathy can be just as powerful in winning loyalty.
