The State of Airline CX & Agentic AI

Over the past ten years, airlines have transformed the traveler experience. Mobile check-in, digital boarding passes, and self-service tools have become standard across the industry, allowing travelers to manage routine aspects of their trips with greater speed and confidence.

Customer support has been one of the hardest parts of the customer journey to modernize. The systems that handle servicing also run real-time operations, and they cannot be taken offline to rebuild. Airlines have layered digital tools on top of them to modernize in real time, but the fragmented systems and manual processes present an opportunity for more transformation.

In this new report, HTS (Hopper Technology Solutions) partnered with Opinium to survey travelers and airline executives globally and conducted one-on-one interviews with industry leaders across major airline brands to understand current challenges, opportunities and where the industry is going next.

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