On October 1, watch it happen live in the Ada platform: one shopper conversation, from refund request to new revenue generated.
Resolve high-volume airline inquiries—including IROPs—and scale multilingual support instantly. Cut costs, reduce wait times, and free your team to focus on what matters.
”By transforming Charlie into a generative AI agent, we’ve achieved faster resolutions, reduced wait times to under a minute for high-priority cases, and seen over 50% higher CSAT. It’s proof that AI, when done right, can make customer care both efficient and deeply human.”
Meet Tripp, ada’s AI agent for the travel industry.
Ask Tripp the questions below to see Ada Voice in action!
Handle refunds, baggage status, seat selections, and more, reducing costs and improving traveller satisfaction at scale.
Deliver multilingual customer support in 60 languages, tuned to local expectations and cultural context.
Effortlessly manage peak periods— from holiday surges to weather disruptions—without increasing headcount.
Offer seat upgrades, travel extras, and loyalty rewards at the right moment, guided by real-time traveler context and data.
Give feedback on past traveller interactions— fine-tune tone, add context, and adjust answers. The AI agent applies the feedback for future interactions, continuously improving results over time.
Monitor key metrics like automated resolutions, CSAT, NPS, and more
Deliver uninterrupted experiences with Ada’s platform, which offers 99.9% uptime.. Built-in redundancy and automated fallback mechanisms ensure that if one provider goes down, others seamlessly take over.
Out-of-the-box integrations with your favorite tools—plus a robust suite of APIs to connect other external systems and maximize the impact of your AI agent.
Let your AI agent manage bookings, rebooking, and loyalty inquiries in real time. Playbooks help your AI agent resolve high-volume workflows with the same logic, precision, and policy adherence as your human team. Every step is executed exactly how you define it—no delays, no escalations.
”At Malaysia Airlines, we’ve always believed innovation is at the heart of extraordinary service. With Mavis, we’re elevating the way we connect with our guests, offering them fast, intuitive, and personalized support that truly reflects the warmth of Malaysian Hospitality, powered by cutting-edge AI.” – Bryan Foong, Chief Executive Officer of Airline Business from Malaysia Aviation Group (MAG).”
Confidently escalate high-value or sensitive inquiries to human agents—on your terms.
Every response reflects your policies, knowledge, and standards. No guesswork, no brand drift.
Deliver unified support across channels with one AI customer service agent.
Ada supports industry-specific needs like DOT/EU261 automation, WCAG accessibility, and union workflows.
Flight disruptions, rebookings, and itinerary changes are exactly the kind of time-sensitive, multi-step workflows best suited for Ada's Playbooks.
With Playbooks, you can train your AI agent to follow your standard operating procedures (SOPs) with the same skill as your best human agents, responding naturally, using real-time customer and system data to personalize every step, with built-in checks to ensure accuracy and consistency at scale. A typical flow: an Ada-powered AI agent checks live flight inventory through your reservation system, presents rebooking options, confirms the customer's selection, issues an updated itinerary, and sends a confirmation—all in one conversation.
For travelers, that means an instant resolution at the moment they need it most. For airlines, it means turning what's typically the most stressful customer moment (and the most expensive to staff) into one your AI agent handles end-to-end.
Explore more Travel industry Playbooks.
Ada is trusted by enterprises across 85+ countries and supports 60 languages on messaging and email and 42 on voice. For travel and hospitality brands serving international guests, that means an Ada-powered AI agent engages in each guest's preferred language using your brand voice and tone, without separate workflows per market.
With native integrations and a robust set of APIs, an Ada-powered AI agent connects to your reservation, inventory, loyalty, and CRM systems to understand customer intent, take action on the customer's behalf, and resolve complex issues end to end rather than directing them to a human agent or self-service portal.
When an airline traveler asks to modify a flight reservation, Ada accesses the reservation system, makes the change, and confirms it in the conversation. That's the difference between a chatbot that explains the policy and an AI agent that completes the task.
Yes. Cebu Pacific, one of Asia's largest low-cost carriers, is a publicly cited Ada customer. After deploying Ada, Cebu Pacific reduced wait times to under a minute and lifted CSAT by over 50%. This was achieved by combining the platform technology with a structured implementation approach, including knowledge base development, Playbook design, and ongoing optimization.
Other Ada travel and hospitality customers include major global airlines and hotel groups; Ada's sales team can provide relevant references matched to your scale and use case.
See more travel sector case studies.
An Ada-powered AI agent grounds its responses in your connected knowledge sources—CMS, FAQs, policy documents, website, and live inventory systems—pulling real-time data from backend systems through native integrations and a robust set of APIs. For travel brands where pricing, availability, and policies change frequently, that means responses reflect live data rather than a static snapshot.
Ada also provides tooling for knowledge governance: monitoring which topics generate escalations or low-confidence responses, flagging outdated content, automatically drafting missing knowledge articles, and prioritizing the updates that will move resolution rates the most.
This year's five ACX Award winners arrived at the same habit from five different industries: treating an AI agent as an operation to staff, measure, and improve, rather than a product to install and leave alone.
