IBM and Riyadh Air Will Launch an AI-Native Airline: What It Means for Customer Support
IBM and Riyadh Air plan to launch what they call the first AI-native airline, with initial commercial services expected in early 2026. The mission is simple: use generative and agentic AI to deliver faster, more personal service across every touchpoint-before, during, and after the flight.
For customer support leaders, this isn't a side project. It's a blueprint for how modern CX ops should run: unified data, proactive service, and AI agents that handle routine work so humans can focus on the moments that matter.
What "AI-Native" Looks Like in Practice
- IBM Consulting: Acts as the primary integrator, coordinating 59 workstreams and 60+ partners (including Microsoft, Apple, and Adobe). Enforces standards to keep vendors aligned and reduce fragmentation.
- IBM Consulting Advantage: An AI-powered delivery platform that tracks programs, flags coordination issues early, and supports risk control so launches don't stall.
- IBM watsonx Orchestrate: An AI layer that lets agents (human and virtual) take action across multiple platforms with real-time decision support-built in from day one. Learn more
The goal: a unified operating environment where teams move together instead of fighting disconnected systems.
Why This Matters: Clear Stakes and Bold Intent
Adam Boukadida, CFO at Riyadh Air, put it directly: "We had a clear choice - be the last airline built on legacy technology or the first built on the platforms that will define the next decade of aviation. With IBM, we've stripped out fifty years of legacy in a single stroke."
Mohamad Ali, Senior Vice President at IBM Consulting, added: "By embedding AI into the very foundation of its operations, Riyadh Air is setting a new blueprint for what it means to build a modern, adaptive enterprise from the ground up."
What Travelers Will Feel (and Notice)
- Faster help without the hoops: AI voice bots and agent assist that understand context-trip details, preferences, and constraints-so customers get accurate guidance without repeating themselves.
- Proactive options, not apologies: Concierge-style assistance that surfaces actions in the moment: seat changes, rebooking, vouchers, or fast-track support if a passenger is running late.
- Fewer dead ends: Agents see next best actions and policy-compliant choices based on real-time data across systems.
What Frontline Teams Gain
- Mobile crew apps that connect customer data, flight info, and service actions-so crews can resolve more on the spot.
- Agentic workflows that offload repetitive coordination and surface context-heavy insights in a tap.
- Less cognitive load: As Gal Orian Harel (Blix) put it, AI is meant to "eliminate the barriers and decision fatigue," so employees spend time with customers, not on manual tasks.
Built From Scratch to Move Fast
Because the airline isn't tangled in legacy patchwork, IBM's stack can be implemented cleanly and quickly. That reduces rework, limits vendor drift, and makes cross-team execution measurable from the start.
Your Playbook: How CX Leaders Can Prepare Now
- Pick two high-impact use cases: Late-to-gate assistance and irregular operations (IRROPS) rebooking are proven starting points.
- Connect the right datasets: PNRs, loyalty, DCS, crew rosters, airport ops, ancillaries, and policies. Focus on freshness and permissions.
- Design escalation upfront: Human-in-the-loop rules, handoff triggers, and clear ownership when an AI task fails.
- Set outcome metrics: FCR, AHT, CSAT, connection save rate, voucher issuance time, and agent assist adoption. Track both speed and satisfaction.
- Pilot, then scale: Launch to a single route or station, A/B test scripts and prompts, monitor containment vs. resolution quality.
- Enable your people: Train agents and crews on new workflows, update SOPs, and set guardrails for privacy, bias, and auditability.
If you're upskilling teams for AI-assisted support, explore practical training by job role.
How IBM's Stack Reduces Delivery Risk
- One accountable integrator to keep 60+ partners in sync and enforce standards.
- Program telemetry that spots coordination failures early-before they hit the customer.
- Agent orchestration that makes multi-system actions reliable and traceable.
Airports Are Raising the Bar Too
Berlin Brandenburg Airport is already improving trips by looking at the full experience-days before travel, not just at the terminal. Christian Draeger, SVP Passenger Experience, noted that customers want fewer tasks and shorter lines.
That mindset shows up in practical moments: clear "who to contact" guidance if a laptop is left on an aircraft, hands-on escorting for tight connections, and support that anticipates needs instead of reacting late.
What to Watch Next
- Execution speed: Early 2026 is close; expect rapid iteration cycles and visible wins on specific routes or customer segments.
- Personalization with guardrails: More context-aware service without privacy missteps will be the standard customers expect.
- Crew empowerment: Mobile tools with AI suggestions will set the tone for how service decisions get made in real time.
The Bottom Line for Support Teams
AI-native ops are shifting customer service from reactive to predictive. The airlines and airports that win will remove friction, speed up decisions, and give frontline teams the context and tools to act decisively.
Riyadh Air's approach signals where service is headed-and how fast. If your tech stack and playbooks aren't ready for agentic workflows, this is your cue to move.
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