How Conversational AI Will Rewrite the Rules of Air Travel

In the not-so-distant future, airports will no longer be defined solely by terminals, gates, and security lines. Instead, they will function as dynamic digital ecosystems where passengers, airlines, and operators interact through intelligent systems that anticipate needs, manage disruptions, and deliver seamless service. 

At the heart of this transformation is conversational AI—a technology once dismissed as chatbot novelty—now becoming a mission-critical infrastructure layer in modern aviation.

The recent acquisition of Airport AI by 15below signals a pivotal shift toward this future. Together, the two companies aim to create the first unified communication platform connecting airports and airlines in real time. 

But beyond the merger lies a deeper evolution: conversational AI is poised to redefine how the aviation industry operates, communicates, and engages with travelers in an era of heightened complexity, surging passenger volumes, and frequent disruptions.

Think airports as a digital service ecosystem

According to Pierre Cuquemelle, CEO of Airport AI, airports are rapidly evolving from transit hubs into expansive service ecosystems. “Airports have long served roles beyond aviation,” he explains, “functioning as complex commercial ecosystems that host a variety of complementary enterprises.”

Yet, this expansion has made navigating the airport more complex for passengers. From lounge access to gate changes, travelers are confronted with fragmented information from a multitude of sources. Conversational AI streamlines this complexity by offering timely, contextual responses through digital interfaces that feel intuitive and human.

Scaling passenger service sans scaling staff

Airports are under intense pressure to serve growing numbers of passengers—without proportionally increasing headcount. Here, conversational AI offers an elegant solution.

Cuquemelle notes that while AI will bring efficiency to backend processes, its greatest near-term value lies in passenger-facing services. “Conversational AI platforms create a self-service model that enables passengers to get the answers they need quickly while simultaneously reducing labor and operational costs,” he says.

This model doesn’t replace humans—it repositions them. Airport staff can focus on high-impact tasks and complex service needs, while AI handles routine queries with accuracy and empathy. And as digital expectations rise, airports that offer this capability will be far better positioned to meet—and exceed—passenger expectations.

Building a truly connected passenger journey

One of the key shifts needed to realise a digital-first airport isn’t just about adopting new tech—it’s about rethinking the journey itself.

“Airports need to prioritise building connections with airlines and other stakeholders to gain a clearer understanding of who their customers are, how they move through the terminal, and what they need in real time,” says Cuquemelle.

These connections enable deeper personalization and more precise targeting of services—from retail offers to gate updates—generating both improved passenger satisfaction and new revenue opportunities.

Communication as infrastructure

For Nicholas Key, CEO of 15below, the conversation around AI is ultimately a conversation about infrastructure.

Treating communication as infrastructure means it must be dependable, universally accessible, and deeply integrated. “Conversational AI centralises messaging from multiple sources, making critical information easier to digest,” Key adds.

The acquisition of Airport AI gives 15below the tools to deliver this vision at scale. By marrying their expertise in automated airline communications with Airport AI’s real-time passenger interaction platform, the two companies are building a communication network that spans the entire journey—from booking to boarding.

Bridging the systems gap

Despite the close coordination between airlines and airports, passengers often experience disconnected service due to fragmented systems. Key identifies legacy technology and “walled garden” approaches as the biggest hurdles.

“Airports and airlines rarely align on communications, leading to inconsistent updates and passenger frustration,” he says. Overcoming this means investing in middleware that can bridge outdated systems and facilitate collaboration.

“We need to put the passenger at the center of the air travel experience,” Key adds. “That requires tools that unify—not silo—information.”

Designing AI with empathy and context

With generative AI now capable of parsing natural language, offering real-time updates, and delivering personalized assistance, its power is undeniable. But that power must be wielded with care.

Key warns against over-automation. “Human interaction remains the most effective way to manage complex issues. AI should augment—not replace—staff.” It should also tailor information to different traveler profiles, whether it’s a family navigating the airport with young children or an elderly passenger unfamiliar with digital tools.

Trust is critical, and trust begins with accurate, relevant information. “Nothing erodes confidence in AI faster than bad data,” Key stresses. Ensuring data quality and building AI systems with empathy at their core will be essential.

A new era of resilient, unified travel

Disruptions—whether caused by weather, staffing issues, or technical failures—are now a defining feature of air travel. In this context, the ability to communicate clearly and quickly isn’t just nice to have; it’s non-negotiable.

With conversational AI, airlines and airports can offer unified, proactive messaging that keeps passengers informed and calm—whether that’s a gate change, delay, or baggage update. And by embedding AI into every layer of the passenger experience, the aviation industry moves closer to a future where service is smarter, more resilient, and fundamentally human-centric.

As Cuquemelle and Key both emphasize, this isn’t just a technology story. It’s a transformation in how the aviation sector thinks about communication, collaboration, and care—ushering in a new era of travel where passengers are no longer left guessing, but are guided, informed, and empowered every step of the way.