In Chicago last month, a United Airlines flight to London was ready to take off, but it was still waiting for 13 passengers connecting from Costa Rica. The airline predicted they would miss the flight by 7 minutes. Under normal circumstances, they would all seek to re-register.
But thanks to a new artificial intelligence-powered tool called ConnectionSaver, the jet was able to wait for them – even their checked bags – and arrive in London on time. The system also sent text messages to delayed passengers and those on waiting jets to explain what was happening.
The AI still might not be able to find your carry-on spot, but it could help put an end to the 40-gate dash — sprinting to catch your connecting flight before the door slams shut.
It’s not just for London, but Alaska Airlines, American Airlines and other companies are trying to build new AI capabilities that will make flying easier for passengers. Carriers are using technology to cut costs and streamline operations, including saving fuel, said Helen Becker, aviation industry analyst at investment bank TD Cowen.
Although many airlines are developing their programs independently, any carrier’s successful innovation could become an industry standard.
Fuel savings and frustration
Starting in 2021, AI will help Alaska Airlines dispatchers plan more efficient routes. “It’s like Google Maps, but in the air,” explained Vikram Bhaskaran, vice president of IT services at the carrier.
Two hours before a flight, the computer reviews weather conditions, any airspace closures and all commercial and private flight plans to recommend the most efficient route. “AI takes in a volume of information that no human brain can process,” said Pasha Saleh, Alaska’s director of corporate development and pilot.
By 2023, about 25% of Alaska flights use the system to reduce flight time by a few minutes. That performance saved about 41,000 minutes of flying time and half a million gallons of fuel, Bhaskaran said.
Fast and excellent customer service
ChatGPT, a fast-growing generative AI, helps airlines better communicate with passengers. At United, a companywide challenge last year offered a plan to make texts sent to fliers more specific about what causes delays. Passengers can get frustrated when flights are delayed without explanation, said Jason Birnbaum, United’s chief information officer.
For all the benefits AI promises to airlines and passengers, the technology still has some drawbacks. For one, it doesn’t always provide accurate information. In 2022, an Air Canada chatbot falsely assured a passenger that if he booked an all-fare flight to a relative’s funeral, he could receive a bereavement fee after the fact.
When he filed a small claims lawsuit, Air Canada tried to argue that its own separate company was “liable for its own actions,” but a tribunal found Air Canada liable and ordered it to pay about $800 in damages and fees.
However, as AI evolves and airlines race to find more uses for it, travelers could see even more benefits. “As a customer and as a business person, this is one of the biggest technology disruptions of the last five to eight years,” Mohan said.
