A new report from Amadeus, developed in collaboration with Microsoft, details how agentic AI is poised to reshape airline workflows across operations, customer service, and e-commerce. The report identifies five high-impact use cases that the technology provider says are mature enough for production deployment within the next 12 to 18 months.
Among the most notable use cases is automated voice rebooking. Amadeus has tested AI agents capable of handling multiple simultaneous calls, understanding natural-language requests, processing payments, and completing rebookings in the traveler’s preferred language. The company states the technology is ready for airline adoption now.
Another area is agentic commerce, where AI can plan, book, and service customized trips by interacting with assistants such as Microsoft Copilot and ChatGPT. This allows airlines to offer dynamic, personalized itineraries without human intervention for routine transactions.
The report also highlights AI agents that support aircraft turnaround processes. Airlines including Icelandair and Southwest Airlines have explored using AI to monitor ground handling, fueling, and boarding in real time, aiming to reduce delays and improve gate efficiency.
Five Use Cases for Airline AI
The five use cases outlined in the report span:
- Automated voice rebooking
- Agentic commerce for trip planning and booking
- Aircraft turnaround optimization
- Intelligent digital marketing
- Network planning and scheduling support
Cyril Tetaz, Executive Vice President of Airline Solutions at Amadeus, said: “We expect agentic AI to improve almost every airline workflow, from network planning to customer service.” He emphasized that the technology is not theoretical but has been tested in real-world scenarios.
Julie Shainock, Global Managing Director for Travel, Transport & Logistics at Microsoft, added: “2026 will be a defining year for agentic AI in aviation.” She noted that airlines that invest now in data foundations and governance will be best positioned to scale AI responsibly.
The report stresses that strong data governance is essential to avoid bias, ensure compliance, and maintain customer trust. Amadeus recommends airlines build a unified data layer before deploying AI agents across departments.
This development comes as the travel industry accelerates AI adoption. A separate report found that affluent women in lower-tier cities are leading AI usage in travel, signaling shifting consumer expectations. Meanwhile, Amadeus has also launched an AI-powered travel advertising platform with Accenture, further embedding AI into its product suite.
For airlines, the next 12 to 18 months represent a critical window to translate AI ambitions into operational advantages. The report provides a framework for prioritizing use cases based on business impact and technical readiness.
