As the aviation industry continues to develop post-pandemic, global airports are at the forefront of change, adapting to new operational demands and shifting passenger behaviours. From the rise of budget airlines to the implementation of advanced technologies, the airports of tomorrow are set to look vastly different from what we’ve known in the past.

This surge in air traffic has created a growing challenge for airports. In fact, global air passenger traffic is projected to double by 2040, according to IATA, further intensifying the demand for efficient airport operations.

A new era for airport operations

Airports are no longer just hubs for travel. They are complex ecosystems that must balance efficiency, passenger experience and security. A significant trend we’ve observed is the growing differences between how major international hubs and smaller regional airports operate.

Major hubs like Heathrow and Dubai are designed for stability, with predictable flight schedules catering predominantly to long-haul and business travellers. Regional airports, by contrast, are increasingly catering to budget carriers and shorter flights, which brings unique challenges in terms of resourcing and operational instability.

Budget airlines operate on a different model, often opting for cheaper slots at off-peak times, such as early morning or late at night. This requires airports to have a more flexible and dynamic approach to staffing, as the demand for resources can fluctuate significantly throughout the day.

Many regional airports, for instance, experience peaks and troughs in staffing needs depending on budget airlines’ schedules. This is where the concept of an “adaptive workforce” becomes crucial.

The role of technology in shaping airport efficiency

Technology is playing a pivotal role in reshaping airport operations. While automation and artificial intelligence (AI) are not new concepts, their application in airports is still in its early stages.

For instance, the introduction of automated passport control and real-time flight updates can help passengers navigate the airport more efficiently. But there is still much more to be done to improve passenger processes.

One of the key areas where technology can make a difference is in the passenger experience. We’ve all experienced the frustration of long queues, and often, this is due to a mismatch between the number of staff and the number of passengers.

By leveraging intelligent data insights and AI, airports can better predict passenger flow and adjust staffing levels accordingly. This not only enhances operational efficiency but improves the passenger experience and avoids the dreaded ‘Airport Chaos’ headlines.

The concept of predictive maintenance is also emerging as a critical component of airport management. This involves using advanced technologies, such as IoT (Internet of Things) sensors, machine learning algorithms and big data analytics to monitor the health and performance of critical equipment in real-time.

By analysing the collected data, these systems can predict potential failures before they occur, allowing maintenance teams to take proactive measures, as unplanned downtime can be costly, especially in airports where, on average, unplanned downtime can cost 35 per cent more per minute than planned downtime.

The global perspective: A shift towards regional airports

Interestingly, the focus of aviation is shifting towards smaller, regional airports. While major hubs will always play a vital role, the growth of budget airlines and the increasing demand for short-haul flights are driving the expansion of regional airports. These airports, often serving as gateways to less accessible regions, are becoming critical points in the global aviation network.

In Australia, for instance, regional airports are essential for connecting the vast, sparsely populated areas of the country. These airports handle a significant amount of traffic related to industries like mining, where flights operate at unconventional times and require a different approach to resourcing and operations.

Similarly, in the US, regional airports are becoming more prominent as travellers seek alternatives to congested major hubs. This trend is likely to continue, with the demand for smaller, more efficient aircraft increasing. These aircraft are better suited for regional routes, and their adoption will further boost the importance of regional airports.

Challenges and opportunities ahead

While the future of airports is promising, it is not without challenges. Labour shortages remain a critical issue, particularly as airports try to balance cost-efficiency with the need for a skilled workforce adept at managing emerging technology. Additionally, regulatory changes, such as those surrounding security protocols, passenger screening and biometrics, will continue to shape the industry.

One of the major challenges faced is managing passenger expectations. As observed in various airports during this summer, any disruption – like alterations in security protocols – can result in operational difficulties and unfavourable press.

To maintain smooth and efficient operations, airports must be adaptable, well-trained and ready to respond to these changes, with technology being the key to progress. A recent study even revealed that investing in IT at airports will improve the passenger experience and generate positive returns.

As we look to the future, it’s clear that the airport landscape is changing. Smaller, regional airports are rising in prominence, driven by the growth of budget airlines and the demand for more flexible travel options. Technology will play a crucial role in helping airports adapt to these changes, enabling them to manage resources more effectively and improve the overall passenger experience.

The airports that will succeed in this new era are those that can be adaptable, and forward-thinking. By embracing innovation and focusing on operational efficiency, they will be well-positioned to handle the challenges and opportunities that lie ahead.

Rob Gilbert is managing director of commercial and infrastructure at Totalmobile. 

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A cyber security expert has warned there is little the aviation industry can do to mitigate future IT outages following the aftermath of July’s CrowdStrike nightmare.

After last month’s IT outage forced thousands of flight cancellations globally, cyber security expert James Bore has told ARGS that airlines will have to “stop everything” again in future similar events.

July’s incident plunged airports and airlines into panic, grounding thousands of aircraft after a faulty update caused Windows systems to go down.

Asked by ARGS what steps aviation stakeholders can take to mitigate the severity of future IT outages, Bore said there are “none”.

“The reason for that is safety takes precedence. The problem wasn’t that [airlines] couldn’t continue flying or that they couldn’t get people on planes.

“The problem was that they couldn’t have done that perfectly safely. We can’t do it perfectly safely anyway, but we can do it with a very high success rate when you consider that we’re putting thousands of people through the air constantly.

“If anything breaks down in that system, because it’s so big and so complex, it’s like Windows.

“You get something that goes wrong and say, ‘All we can do at this point is stop everything, because if it gets any worse people [will] die, the plane will crash and it will be a disaster.

“There isn’t really anything you can do to prevent a small error from causing massive problems in [an industry like] aviation.”

Cyber security specialist Lisa Ventura, added: “We saw first hand how much of the critical national infrastructure [in the UK] use CrowdStrike by how much of it was impacted when it happened.”

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Ransomware attacks against the UK civil aviation sector have risen over the last 12 months, according to new research.

Bridewell surveyed more than 500 staff responsible for cyber security at UK critical national infrastructure (CNI) organisations from civil aviation, energy, transport, finance and central government.

6 in 10 (61 per cent) admitted to having been on the receiving end of a ransomware attack in the last year, while 39 per cent cited lost data and revenue as the primary consequences of a breach.

Daniel Card, fellow of BCS, The Chartered Institute for IT, said: “These figures are pointing to something being off in the way we are, as a society approaching cyber defence.

“We need to step away from the legacy mindsets many organisations have. There is a reason we tend to separate cyber defence from information security.

“Organisations need to adapt to rapidly combat threats. But it’s not an easy task by any stretch.”

Amid the spike in ransomware threats, Bridewell reports that phishing attacks are also widespread across the sector, averaging 21 incidents per year.

According to Bridewell, this dual threat is putting immense pressure on the sector to enhance its cyber defences and response strategies.

Anthony Young, CEO of Bridewell, said: “The aviation sector’s global presence and role in the world’s economy makes it a particularly vulnerable industry.

“But ransomware and phishing attacks are having a detrimental impact, and lengthy response times are only adding to the damage caused.

“With nation-state attacks also posing a significant threat, the sector must fortify its cyber defences with incident response and reporting, defined risk management practices, regular audits and training programmes to futureproof its operations.”

He added: “It’s promising that the sector is already adopting AI-driven solutions and planning to invest more in cyber security in order to protect itself.”

The research suggests the sector is struggling to react quickly to cyber incidents and mitigate the damage they cause.

Bridewell found that while phishing attacks are dealt with in an average timeframe of 5.18 hours, responses to ransomware take almost twice as long at 9.12 hours. Nation-state attacks take even longer at 18.21 hours on average.

Card added: “Phishing is the starting point to many campaigns and is going to be an ever present threat.

“Organisations must ensure backups are well defended and common attacks are, where possible, broken… and for those that have invested in protection, detection and response I would expect hackers to be unsuccessful.

“But, unfortunately, lots of organisations aren’t quite as defended as they might believe.”

Despite the company’s concern about the sector’s delayed response to these attacks, Bridewell said civil aviation organisations are actively enhancing their cyber security measures.

Almost every organisation (95 per cent) is leveraging AI-driven tools, including AI-enhanced endpoint protection, automated incident response solutions and network behaviour analysis – while 50 per cent of organisations plan to increase their IT security spend compared to last year.

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Artificial intelligence is revolutionising advancements in technology, and experts believe it is poised to “transform” all areas of our lives. William Hallowell explores the potential of AI in commercial aviation as industry professionals hint at its ability to play a major role in the future of flying

According to Caltech, the California Institute of Technology: “AI and machine learning-enabled technologies are used in medicine, transportation, robotics, science, education, the military, surveillance, finance and its regulation, agriculture, entertainment, retail, customer service and manufacturing.”

Indeed, artificial intelligence is creeping into our everyday lives increasingly – and some industry leaders believe this new technology has the ability to globally revolutionise commercial aviation and the way we fly. From the online travel agent (OTA) that the passenger books with, to the airport they fly from and airline they fly with, there is seemingly great potential for AI in the global commercial aviation industry.

A revolutionary new technology in aviation

Aviation is notoriously a slow industry where the adoption of new technology is concerned. But the stakeholders already utilising artificial intelligence highlight advantages abound. Not only will AI improve services for the passenger, they say, but it can dramatically enhance operations airside and in the air.

From greater safety to maximised efficiency, tech companies are already providing new and innovative AI solutions to improve stakeholders’ operations across the industry – with some already reaping the benefits of this new technology.

Safety is paramount in aviation, and tech solution providers argue that AI would greatly reduce the risk of accidents and enhance safety procedures due to the technology’s ability to make predictions and decisions based on past events. This includes, but is not limited to, predicting flight paths and assisting air traffic controllers, for example.

According to Bartłomiej Rusiniak, chief technology officer at PhotoAiD, a Polish software development company that uses artificial intelligence to create biometric passport photos: “Predictive models will be the most revolutionary AI systems for commercial aviation. These machine-learning systems can provide substantial support in decision-making for air traffic controllers, enhancing overall safety in the skies.

“Advancements in AI also play a crucial role in enhancing air traffic safety through predictive maintenance by assisting controllers in decision-making.

“Additionally, AI, through the use of predictive maintenance, can reduce the costs of aircraft servicing and help in the early detection of potential defects, which can increase safety in the long run.

“It’s fascinating to think that AI [solutions] might also have an important function in airport and in-flight security by smartly identifying passenger behaviour patterns.”

Rusiniak explains that “the potential of this technology is too compelling to ignore”, adding that “I envisage a radical change in air travel in the future” through the ability of AI to perform a multitude of operational benefits.

Daniel Logvin, CEO of blockchain solutions company LedgerByte, argues that one other way artificial intelligence can enhance airlines’ efficiency is through the reduced risk of human error, which ultimately benefits passengers.

He outlines: “Passengers and airlines would be the ones that mostly benefit from AI applications in commercial aviation.

“The reason is because AI would minimise human error, which prevents delays, overlooking problems and a better management of the resources that each aircraft has, providing more accurate information, as well as a more accurate administrative [procedure].”

Replacing legacy technology: AI and blockchain?

A report published in August last year valued the global market for AI in aviation at US$686.4mn in 2022. It projected that by 2032, the market would be worth more than $4.04bn, suggesting a CAGR (compound annual growth rate) of more than 20 per cent. Such growth could encourage a move away from decades-old legacy systems which are at end of life.

One aviation technology expert predicts this transition is only a matter of time. Brendan McKittrick is the CEO and founder Aerobloc, which he envisions as a commons platform that brings together the potential of AI solutions with blockchain technology.

McKittrick tells ARGS: “48 per cent of all tickets reserved globally go through touchpoints with software written in the 1960s and 1970s. All the aircraft in Europe were grounded [last summer due to air traffic control failures].

“And what happened? A legacy system failed because two destinations had the same flight code. This is an early indication of what’s to come. These systems are at end of life.”

McKittrick determines that today’s legacy systems will be replaced by AI on a global scale as early as the next few years because this new technology not only dramatically reduces the hazard of human error, as Logvin points out, but also provides substantial economic efficiency savings.

Improving the customer experience: Rebuilding airlines’ relationships with passengers

While tech experts highlight the opportunities for the role of artificial intelligence in commercial aviation, the passenger will also feel the benefit, according to McKittrick. He says AI and blockchain, like no solutions that have come before, can bring together all parties – from the OTAs to the airports and airlines – to ensure a better customer experience.

However, one challenge to improving the customer experience today is the lack of will to collaborate with competitors and other parties, the CEO believes. But he says a commons platform like Aerobloc would remove this burden.

McKittrick asks: “How many people do you know have been to an airport, had a problem, the airline picks up the ticket and tells them they need to contact their travel agent?

“The passenger then says ‘Well, I booked it online’ and the airline says ‘Yes, you booked with an online travel agent, so you need to ring them because you’re flying on our plane but you’re not our customer’.

“That disconnect is a direct result of these legacy systems not allowing airlines to combine and give customers a single offer automatically using AI or blockchain.

“Airlines have lost that relationship with the customer that they need to regain, and they use loyalty systems to do this, but the problem is that the customer is getting further and further away from the airline.”

That’s the customer-facing element. But how do airlines themselves consider the role AI can play in improving operations?

airBaltic’s AI rollout

ARGS exclusively spoke with airBaltic in January to understand how the Latvian flag carrier has implemented the technology since introducing it in June 2023.

Lauris Mikelsons, airBaltic’s vice president of compliance and safety, highlights how the airline has adopted AI algorithms to analyse and process safety-related issues through automated processes and simulations that can help to predict potential hazards in the future.

“AI’s role is transformative, focusing on continuous learning and data analysis to identify patterns in operational safety reports, which helps in detecting risks and hazards,” Mikelsons outlines.

“This technology enables the faster detection of anomalies in reports that precede more serious occurrences, aiding safety analysts in developing timely preventive measures.”

Further: “AI-driven simulations mark a significant advancement in predictive safety analytics, allowing airBaltic to model various hazard scenarios and gain insights into potential future occurrences.

“This facilitates proactive policy, training and procedure adjustments to mitigate operational safety risks,” airBaltic’s compliance chief continues.

“AI also enhances the productivity of safety analysts by automating the processing of large volumes of safety reports and categorising them by ‘criticality’. This automatic triage helps the safety team to prioritise critical safety reports, focusing their efforts more effectively.”

Mikelsons shares McKittrick’s optimism in AI’s ability to improve industry collaboration for the benefit of the passenger and industry stakeholders alike. He says AI has the ability to “revolutionise” commercial air travel for “airlines, airports, online travel agents, and most importantly, airline customers”.

The most significant impact AI could have in commercial aviation, Mikelsons explains, is its capacity to enhance all data-based processes, starting from the customer experience during online flight booking, up to and including safety analytics based on a multitude of data inputs.

“By analysing vast amounts of data from various sources, AI can identify potential risks and hazards with unprecedented precision, thereby enhancing the overall experience and safety of air travel,” Mikelsons expands.

“This increased safety is not just a benefit for passengers but also for all industry stakeholders, including airlines and airports, as it will lead to more efficient operations, fewer disruptions and fewer incidents.”

He adds that, even from the start of the process, AI can offer customers a better experience at the point of booking through OTAs leveraging the technology’s opportunities.

Receiving results ‘in minutes’

The US and UK-based tech company Aerogility provides model-based AI solutions to allow companies to simulate real-world scenarios to generate insights for forecasting, planning and decision-making, through the use of digital twins. The company works with the British low-cost carrier easyJet to optimise the airline’s maintenance operations.

According to Simon Miles, Aerogility’s head of AI, airlines’ adoption of the technology is about “planning the optimal use of maintenance facilities so they can ensure their fleet is always available whenever they need it to be, that they don’t maintain things too early, but they always maintain them within the window that’s required”.

He adds: “As common with most of Aerogility’s customers, what they were doing before was spreadsheet-based planning and forecasting. The problem is that this just doesn’t meet the complexity of what you need to do when airlines are trying to work out what is the best maintenance schedule.

“It can take days, weeks or months to get a good projection because airlines want to try out different possibilities to say, ‘What if we do this, what if we do that’. The benefit of having a digital twin, especially an AI-driven one, is that airlines can get things done in minutes.”

Miles says machine-learning technologies can be adopted by stakeholders to take sensor data off aircraft and use it to predict when it might next require maintenance – and how long that maintenance might take.

It can also be used to provide information on what height to fly at to reduce aircraft emissions or, through generative AI, extract information from documents and provide data on issues that need to be resolved. But, Miles suggests, AI’s use can differ on a case by case basis.

Improving ground services offerings

In the Summer 2024 edition of ARGS, ground services provider dnata outlined the steps it’s taking to enhance operational efficiency through AI. According to CEO Steve Allen, the company wants to spearhead an approach focused on new technology and innovation through automation and artificial intelligence because “the potential for AI is huge”.

Already, dnata has trialled autonomous, AI-led technology in the ground handling and catering arms of its ground services business. Artificial intelligence may also prove a vital tool for data collection in the future.

“On AI, we already use tools which track an event and monitor [aircraft] turnarounds, and then we use that data to predict what might happen to a turnaround [in future scenarios] and how we speed turnarounds up to meet punctuality targets,” Allen says.

“We’re using data to make ourselves more efficient in terms of managing turnarounds, and how we improve efficiency.

The CEO added: “We use tools to identify waste in the kitchen, [which means] using data to model how much waste we’re producing on an individual flight and then trying to minimise the amount of waste going forward using machine-learning techniques.”

On the catering side, dnata is also using this AI-led approach to inform its airline customers what they should sell. The company now gathers data to show carriers their least popular and best-selling products, for example.

Does the technology need to develop further?

In spite of AI’s advantages, however, there are shortcomings. The recent failure of Air Canada’s AI chatbot is perhaps one instance.

In February, Canada’s Civil Resolution Tribunal ordered the airline to honour a refund policy its website’s chatbot invented when a passenger used the service to seek a ticket refund.

Despite Air Canada arguing the chatbot was a separate legal entity and bosses claiming the bot was “responsible for its own actions”, one member of the tribunal declared that “while a chatbot has an interactive component, it is still just a part of Air Canada’s website … It should be obvious to Air Canada that it is responsible for all the information on its website. It makes no difference whether the information comes from a static page or a chatbot”.

The court concluded there was no reason why the passenger should have known that one section of the airline’s page was accurate while another was not.

Indeed, even dnata’s CEO acknowledges the ground services provider must be “careful in the way we use AI because it still makes a lot of mistakes, and this is why we currently don’t deliver AI directly to the customer”.

“But,” he says, there is “no doubt it’ll get better and more accurate – and eventually we’ll be able to deliver it directly to customers.”

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Aviation technology company SITA has announced a new partnership with the Italian flag carrier ITA Airways to “transform” the airline’s global network infrastructure.

The partnership will include the migration from the airline’s multiprotocol label switching (MPLS) network to SITA’s recently launched Connect Go SASE platform.

SITA will supply a “future proof” software defined networking (SDN) and secure service edge (SSE) solution.

Sergio Colella, president, of SITA Europe, said: “There is a clear need in the market for more efficient and cost-effective solutions that help overcome the constraints of legacy wide-area network (WAN) networks.

“This new partnership with ITA Airways showcases both its commitment to optimise its network operations and our ability to adapt to the evolving demands across the sector.

“We continue to work towards creating future-proof solutions that support the ongoing digital transformation of the air transport industry.”

SITA’s Connect Go platform is an integrated networking and security solution designed specifically for the air transport industry.

It aims to help the industry transform its network capabilities to meet evolving bandwidth, resilience, security and automation needs.

According to SITA, ITA Airways’ network upgrade is expected to cut costs by around 20 per cent globally, while also delivering a host of new capabilities.

Francesco Presicce, chief technology officer and accountable manager at ITA Airways, said: “Since its foundation, ITA Airways, as a new agile, flexible and modern national flag airline, has always pursued the best rapidly evolving technologies available with an eye towards the future.

“This quest for technological evolution, which started with the transformation of the data centre into the cloud, takes yet another step with the transformation and migration of the entire network with the most advanced, secure and technological solutions available.

“These will not only represent a saving in terms of costs, but also the capability of embracing and managing any technologies and opportunities that will arise in the coming years such as mobility, Internet of Things and cloud computing.”

The partnership marks the first implementation of SITA Connect Go as the single solution covering the overall network requirements.

It means that, for the first time, the platform will integrate a customer’s entire network, delivering streamlined management, operations and security.

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Visitors to dnata Catering & Retail’s stand at the World Travel Catering and Onboard Services Expo (WTCE) in Hamburg this week will be treated to some of the best dishes of Asian cuisine – all prepared by a cutting-edge cooking robot.

Throughout the event on 28-30 May, the robot, which dnata has been actively trialling in its operations in Australia, will prepare and serve dishes, including stir-fried beef with oyster sauce, kung pao shrimp and stir-fried shitake mushrooms with tofu, during the three-day event.

The trial is part of dnata’s ongoing efforts to enhance quality and efficiency with AI-driven digital kitchen solutions, such as its advanced systems that optimise production using consumption data, according to the ground services provider.

Robin Padgett, CEO of dnata Catering & Retail, said: “We are committed to constantly pushing our boundaries to future-proof our operations and consistently deliver top-notch services for our customers.

“The ongoing trials of cooking robots complement many initiatives that have already proven successful in maximising operational efficiency and production in our kitchens.

“We are excited about the initial, excellent results and will continue to work closely with our partners to fine-tune these advanced machines for commercial use and scale the solution to meet the demand for automated, quality culinary services.”

The robot showcased at dnata Catering & Retail’s stand is developed by BOTINKIT, a China-based food-tech start-up.

It can authentically replicate a chef’s stir-frying technique, down to every detail, the company claims.

Each robot is equipped with an induction pot that mimics the wok-flipping movements of human chefs, ensuring even and simultaneous heating for the ingredients.

A built-in smart assistant provides voice guidance to ensure confidence in every step.

The robots also have an automatic cleaning function which minimises the need for manual cleaning and scrubbing.

dnata’s 11,700 catering professionals produce over 123 million meals annually, serving full service, low-cost and VIP carriers from more than 60 locations.

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Menzies has introduced a series of accessibility tools to its careers and corporate website, making it easier for existing and prospective employees to access the latest career opportunities barrier-free.

Visitors to the Global Careers Hub can now access a wide range of tools to customise their digital experience using the Recite Me assistive toolbar.

This includes screen reading functionality, multiple reading aids, customisable styling options and an on-demand live translation feature that boasts over 100 languages, including 65 text-to-speech and styling options.

Offering a more accessible recruitment experience is firmly in line with Menzies’ diversity strategy, which aims to bring about a more balanced workforce and inclusive culture, the company said.

All of the functionality of Recite Me’s assistive technology is also available on the Menzies website.

Juliet Thomson, chief people officer of Menzies, said: “Ensuring that everyone can access our Global Careers Hub in an inclusive way and that best suits their needs is vital to maximising the strength and diversity of our workforce.

“We’re proud to have embraced Recite Me’s innovative assistive technology, which will improve accessibility for anybody wanting to build their career at Menzies.”

Ross Linnett, founder and CEO of Recite Me, added: “It is important to provide an inclusive online experience, where everyone can use our digital world in a way which best suits their needs.

“As more organisations provide accessibility tools online, those who face online barriers can access information and services hassle-free. The digital world must be accessible for all.”

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Tech start-up Moonware has secured $7mn in venture capital to automate airport ground operations through artificial intelligence (AI).

In hopes to “revolutionise the aviation industry”, the company said that with the funding it is ready to address the industry’s “operational inefficiencies”.

The seed funding round was led by venture capital groups Third Prime and Zero Infinity Partners, with backing from The House Fund, Lorimer Ventures and some private investors.

Javier Vidal, CEO of Moonware, said: “Aviation ground operations stand at a critical juncture for necessary technological transformation, with Moonware leading the charge.

“This new funding round serves as great validation of our vision to modernise the sector and allows us to catalyse a new era of efficiency and innovation for the industry.”

The company added that the new funding underscores the industry’s confidence in the “innovative approach Moonware has taken with HALO” – the world’s first ground traffic control platform powered by AI.

Initial applications for the platform include British Airways and dnata, to be rolled out at New York JFK.

Mike Kim, Third Prime general partner, added: “We’re excited to continue partnering with Moonware, a burgeoning leader in aviation technology.

“This capital infusion sets up the stage for transformative growth, reshaping aviation standards and driving transformation across industries embracing digital evolution.”

Moonware claims HALO offers a transformative solution, promising to revolutionise the passenger and cargo sectors, and that it consolidates various aspects of ground operations into one platform, enabling increased awareness and operational efficiency on the ramp.

Being powered by artificial intelligence means airlines’ process management and decision-making will be taken by the software, “streamlining” operations.

This will result in faster turnarounds, minimised delays and higher flight throughput, according to the start-up.

Moonware is also working on a design for an autonomous electric vehicle called Atlas that could be used to tow aircraft during taxi movements at airports.

It will be operated using real-time data collected and processed through the HALO system which will allocate vehicles to specific flights.

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In June last year, airBaltic announced it would begin to adopt new artificial intelligence technology in the hopes of providing a “seamless” customer experience and improving efficiency. 

Indeed, as a new technology, key players across the industry are looking to explore AI to enhance their operations. The airline has said AI tools could establish new industry standards – and that it wants to remain at the forefront of innovative technologies.

ARGS spoke with Lauris Mikelsons, vice president for compliance and safety at airBaltic, about how the airline sees artificial intelligence as having revolutionary potential for commercial aviation.

Why is airBaltic implementing AI tools into its operations, and how do you think they will improve or benefit operations? 

airBaltic is at the forefront of the aviation industry in implementing AI technologies to enhance its safety management practices. Already in 2024, the airline utilises AI algorithms powered by software AI company Beams to analyse and process safety-related issues, paving the way for automated processes and simulations that can help to predict potential hazards in the future. 

In the airline industry, airBaltic is emerging as an innovative leader by integrating artificial intelligence into its safety management processes. Current AI’s role is transformative, focusing on continuous learning and data analysis to identify patterns in operational safety reports, which helps in detecting risks and hazards.

This technology enables the faster detection of anomalies in reports that precede more serious occurrences, aiding safety analysts in developing timely preventive measures. AI-driven simulations mark a significant advancement in predictive safety analytics, allowing airBaltic to model various hazard scenarios and gain insights into potential future occurrences. This facilitates proactive policy, training and procedure adjustments to mitigate operational safety risks. 

AI also enhances the productivity of safety analysts by automating the processing of large volumes of safety reports and categorising them by ‘criticality’. This automatic triage helps the safety team to prioritise critical safety reports, focusing their efforts more effectively.

The AI systems learn and adapt, creating a dynamic loop that supports human decision-making and benefits from human expertise. The use of AI in this way positions airBaltic at the forefront of AI-assisted aviation risk management, potentially setting a standard for the industry and contributing to a safer aviation environment.

How do you think AI technology can benefit all parties involved in commercial aviation, such as airlines, airports and online travel agents, to provide better service to customers? 

AI technology holds the potential to revolutionise commercial aviation, benefiting airlines, airports, online travel agents, and most importantly, customers.

The most significant impact of AI in aviation is its capacity to enhance all data-based processes, starting from customer experience during online flight booking, up to and including safety analytics based on a multitude of data inputs.

By analysing vast amounts of data from various sources, AI can identify potential risks and hazards with unprecedented precision, thereby enhancing the overall experience and safety of air travel.

This increased safety is not just a benefit for passengers but also for all industry stakeholders, including airlines and airports, as it will lead to more efficient operations, fewer disruptions and fewer incidents. 

Beyond safety, AI can personalise the customer experience in remarkable ways. For instance, AI algorithms can analyse customer data to offer tailored travel recommendations, from flight options to hotel bookings, making each aspect of travel more aligned with individual preferences.

This customisation extends to airports where AI can streamline check-in processes, predict security wait times and guide passengers through the terminal to their gates, enhancing the overall airport experience. 

Online travel agents can leverage AI to provide more intuitive booking experiences, with intelligent systems suggesting travel itineraries and packages based on previous searches, bookings and even customer reviews. This not only makes the booking process more efficient but also more aligned with what customers truly want. 

Moreover, AI’s role as a constant travel assistant is an exciting prospect. Through AI-powered apps and services, travellers can receive real-time updates on flight status, baggage tracking and even local information about their destinations.

This continuous assistance ensures that customers have a seamless and enjoyable travel experience, with AI promptly addressing any queries or concerns. 

Basically, AI’s integration into commercial aviation promises a future where safety is paramount, experiences are personalised, and the joy of travel is enhanced.

This technology is set to transform how we fly, making every journey safer, more comfortable and tailored to individual needs and preferences. 

Do you think AI technology, together with blockchain, has the ability to transform commercial aviation for all parties, and thus passengers? And if so, how?  

Certainly. The synergistic potential of AI and blockchain technology in commercial aviation is poised to bring about a transformative shift, touching every facet of the industry and elevating the passenger experience to new heights.

AI’s prowess in data analysis and predictive algorithms will revolutionise safety protocols and maintenance schedules, ensuring a higher standard of operational reliability and efficiency.

This, in turn, translates to fewer delays, heightened safety and an overall smoother travel experience for passengers. Simultaneously, AI’s capability to personalise services based on individual passenger data will redefine the travel experience, making it more tailored and enjoyable.

From customised in-flight services to individualised travel suggestions, AI will make air travel more than just a journey, but a personally curated experience. 

Blockchain technology complements these advancements by bringing unparalleled security and transparency, particularly in areas like ticketing and baggage tracking. Its ability to provide secure, immutable records ensures integrity and trust – crucial elements in the aviation industry. 

When combined, these technologies don’t just incrementally improve existing processes – they have the potential to redefine them. They will create an aviation ecosystem that is not only safer and more efficient but also more attuned to the needs and preferences of each traveller.

This integration marks a shift towards a future where commercial aviation is not only about reaching a destination but also about how securely, efficiently and personally one gets there. 

Do you think AI technology will be implemented more widely across the international industry? 

We are keenly aware of the transformative impact that AI technology can have across the entire aviation value chain. Humanity is entering an era where AI’s integration into the international airline industry is not just an option but a necessity. 

Starting from the passenger experience, AI can revolutionise how we interact with our customers. From personalised travel recommendations to seamless check-in processes, AI can significantly enhance customer satisfaction.

We are looking into advanced AI systems that can predict customer preferences, offering a more tailored flying experience. 

In terms of safety and risk predictions, advanced technology companies like Beams enable us to use AI to identify potential risks and timely operational inputs by analysing vast amounts of data, long before they become critical issues. This proactive approach to safety is paramount in our industry.

We’re further investing in predictive maintenance intending to use AI to better analyse aircraft data in real-time to foresee and prevent certain types of failures. This will not only raise the safety of our passengers but also improve the efficiency and reliability of our fleet. 

Regarding manufacturing, AI-driven automation and advanced analytics can lead to more efficient production processes, reducing costs and increasing the speed at which new aircraft are delivered.  

At the end of the day, every airline considering fleet renewal will seek for a model that is not only suitable by capacity and performance for its intended network needs but also is at the forefront of technology and efficiency. 

Lastly, in terms of maintenance, AI technology is a game changer towards enhanced predictive and preventive maintenance. By using AI for predictive maintenance to supplement the current maintenance steering output, one can expect more accurately forecasts when parts of an aircraft need servicing beyond the prescriptive schedule or life limits at the core of the current maintenance planning process.

This would offer not only minimised downtime but also help towards significant cost savings and improved operational efficiency. 

How can the industry ensure developing countries or countries with smaller economies can keep up to date with new technology such as AI and make sure they are not left behind?  

To ensure that developing countries and smaller economies are not left behind in the AI revolution, a multi-faceted approach is essential, focusing on affordability, accessibility and strategic investments. 

AI technology, unlike certain other advanced technologies like 5G, has the advantage of being inherently scalable and adaptable to various platforms. This includes integration into everyday devices like smartphones, computers and even wearables, which are increasingly common worldwide.

The cost of implementing AI in these devices is relatively low, making it a cost-effective solution for countries with smaller economies.  

Moreover, AI doesn’t always require the latest hardware or high-speed internet, making it more accessible in regions where such infrastructure might still be developing. AI algorithms can be designed to run efficiently on less advanced hardware, ensuring broader accessibility.

This is crucial for developing countries where the latest technology may not be readily available or affordable. Furthermore, major tech companies like Microsoft, Meta, and Google recognise the vast potential of these markets and are likely to continue investing in AI infrastructure in developing countries.

These investments aren’t solely for altruistic reasons – they represent a significant business opportunity to expand their global user base. By investing in AI infrastructure, these companies can foster a more inclusive digital environment. 

These companies also often provide training and resources to local developers and businesses, helping to build a home-grown AI ecosystem. This local development is crucial for ensuring that AI solutions are tailored to the specific needs and challenges of each region. 

In addition, partnerships between governments, NGOs, and private sectors can play a crucial role in facilitating the adoption of AI in these regions. Policies that encourage innovation, provide educational resources and create a supportive environment for technology start-ups can help bridge the gap. 

So, the combination of AI’s inherent scalability, strategic investments by major tech companies, and supportive partnerships can ensure that developing countries and smaller economies are not left behind in the AI era. These efforts can make AI a ubiquitous, affordable, and valuable tool across diverse global contexts. 

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Last week the UK’s advertising watchdog banned Google adverts from Air France, Lufthansa and Etihad for giving a misleading impression of the airlines’ environmental impact, as reported by ARGS. 

This followed reports in September of separate similar actions against Ryanair, Etihad and Lufthansa – and Dutch carrier KLM had a civil suit lodged against it.

In a world where ‘greenwashing’ is something consumers and environmental lobby groups are looking out for, this poses a risk not just to the airlines but to the B2B distributors and B2C intermediaries involved in selling flights too.

Could they suffer reputational damage or even be sued? And what are the challenges they face when it comes to acting responsibly?

Eugene Ko, marketing director at Phocuswright, says: “As global tourism echoes the need to ‘build back better’, the industry is at a crossroads when it comes to sustainability.

“The market can either take action to become more sustainable via innovation – or be forced to do so via crises and regulation. While some travel players seem content to introduce a small initiative and consider the environmental action box checked, this approach is no longer sufficient.

“The industry’s future dictates that travel companies and stakeholders – including not just the providers of travel but also the sellers and tech partners involved in the distribution – must meet the sustainability challenge with pragmatic, creative and innovative answers and accept full responsibility for the whole travel value chain.”

Sustainability claims must always be “rigorously” backed up by all those in the travel ecosystem, including B2B technology partners and intermediaries – otherwise companies risk losing investors, warns Morgann Lesné from investment banking firm, Cambon Partners. 

He explains: “Sustainability is a significant consideration for investors, and they will be looking for companies that can demonstrate a genuine commitment and a viable path to net zero [carbon emissions].

“Governance issues therefore alarm investors, and this will now form part of the due diligence process for acquisitions and funding. Green claims need to be rigorously backed up, corporations should be following standards and frameworks, and they should also show that they are ready for new reporting regulations, for instance the EU’s Climate Resilience and Sustainable Development disclosure reporting, which are going to be introduced within the next couple of years.

“Companies that find themselves caught up in legal proceedings – even if they weren’t the actual provider of the travel services, merely the seller – are likely to end up being blocked from fundraising or potential sales.”

The UK’s Advertising Standards Authority (ASA) last week announced a ban on airlines’ adverts that were deemed to mislead consumers over how sustainable it was to fly with them, respectively.

The Google ads, all seen in July, stated that Air France was “committed to protecting the environment” and urged consumers to “travel better and sustainably”, while Lufthansa suggested that its customers would “fly more sustainably”. Etihad’s ad claimed its service included “environmental advocacy”.

One consumer watchdog criticised the airlines’ “deceptive claims”, arguing that this can make it “impossible” for passengers to make informed decisions based on their environmental consciousness before booking flights.

When it comes to the potential damage of these ads, Sami Doyle from TMU Management, the data-driven insurance intermediary that safeguards the travel value chain for travel companies, warns that more comprehensive insurance will become increasingly necessary.

“Travel sellers and B2B intermediaries often have good intentions, and most will not have meant to ‘greenwash’ on purpose when selling someone else’s products such as a flight,” he explains.

“Of course, meaningful green initiatives should be carried out in line with industry standards, such as the Science Based Targets Initiative, to ensure they are genuinely contributing to the Paris Agreement’s 1.5-degree global warming goal.

“But court cases, particularly class action ones, can be an enormously expensive distraction and the right insurance could protect a travel company if sued because of a misjudged claim about green credentials, even if they were just repeating the claims made by the airline or hotel.”

Christian Sabbagh, from B2B travel SaaS company Travelsoft, however, empathises with the challenges faced by airlines, who struggle due to a lack of industry data reporting standards.  

He says: “As an airline, it is difficult to offer travel buyers and consumers reliable, easy-to-grasp sustainability data. For example, there are various methods used to calculate estimated flight CO2 emissions, often leading to wildly different figures for the same flight.

“There needs to be universal, globally agreed standards, bought into by the B2B distributors and B2C sellers, for calculating emissions so that every traveller trusts and understands the impact of their journey.”

But, he adds: “Before this happens, airlines should continue to communicate on results with transparency on the long way still to go and, in parallel, the whole industry should demonstrate that it is focused on preparing for longer-term solutions to sustainable travel, like sustainable fuels and newer aircraft.”

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