Qatar Airways Introduces AI Digital Human Sama to Streamline Cargo Operations

Qatar Airways Expands AI 'Human' Sama to Support Cargo Operations

Qatar Airways has extended the use of its AI digital 'human' named Sama to the air cargo sector. Previously assisting passengers with bookings and customer service, Sama will now handle cargo bookings, shipment tracking, and enquiries related to airfreight services. This shift is intended to streamline cargo booking and improve efficiency for logistics and shipping clients.

Originally launched to provide real-time, personalised support for passengers, Sama’s new role will bring the same level of service to the cargo side of Qatar Airways. This move reflects the airline’s focus on using technology to make operational processes smoother and more responsive.

Improving Cargo Operations with AI Assistance

Mark Drusch, Chief Officer Cargo at Qatar Airways Cargo, highlighted the importance of this expansion: “Sama will now play a crucial role in facilitating seamless cargo operations. Our goal is to ensure clients receive the same high level of service in cargo as they do with our passenger offerings.”

The AI assistant will help customers by:

• Managing cargo bookings efficiently
• Providing real-time shipment tracking updates
• Answering specific airfreight-related enquiries

These capabilities aim to reduce manual workload and speed up communication channels between Qatar Airways Cargo and its clients.

Performance and Upcoming Demonstration

Qatar Airways Cargo reported a 17.5% increase in cargo revenues during the 2024/25 fiscal year, alongside a 1.9% rise in cargo tonnes. Sama’s expanded use supports this growth by improving customer experience and operational effectiveness.

Sama will be featured at the Air Cargo Europe event from 2-5 June in Munich, Germany, where Qatar Airways Cargo will demonstrate her capabilities to industry professionals.

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