A new report from Amadeus identifies 5 key use cases in which the aviation industry can already generate value through agentic AI.
“We expect agentic AI to improve almost every airline workflow, from network planning to customer service. And for Amadeus, I see great opportunities for AI to reinforce our applications and introduce new capabilities. Also, as a trusted system-of-record in travel, we facilitate travel industry connectivity and orchestration at scale, and this new technology will help us accelerate progress toward a smoother, more connected journey,” Cyril Tetaz, EVP Airline Solutions, Amadeussaid.
Agentic AI adoption
The report outlines the following use cases for agentic AI in airlines:
- Automated voice rebooking
- Agentic commerce
- Intelligent digital marketing
- Turnaround management
- Personalised offers and customer experience
Recommendations
The report lists key recommendations for airlines adopting agentic AI, which include:
- Build strong data foundations as a critical first step.
- Focus on the workflows where AI can deliver the greatest impact.
- Identify the use cases that will deliver measurable value.
- Questioning whether AI is indeed the right tool to use in each case.
- Prioritise strong governance to ensure AI scales responsibly, builds trust, and delivers true value to both airlines and travellers.
Julie Shainock, Global MD for Travel, Transport & Logistics at Microsoft, said: “2026 will be a defining year for agentic AI in aviation. Over the next 18 months, most airlines will move from exploration to real-world deployment – embedding agents across the traveller journey and core operations”.
Supported by Microsoft, the Amadeus study identified recommendations through interviews with airlines, including Azul Linhas Aéreas, Icelandair, and Southwest Airlines.
