Published December 9, 2025
IBM and Riyadh Air have partnered to transform the aviation industry with an AI-centric model that promises to raise standards of staff creativity, customer service, and operational efficiency. The partnership will incorporate cutting-edge AI technology into every aspect of the airline's operations, improving employee productivity and decision-making while enabling faster, more personalized service for travelers. By implementing AI from the ground up, Riyadh Air is not only improving the travel experience, but also setting new standards in the sector and laying the foundation for the future of aviation.
Riyadh Air, a new aviation venture, is establishing itself as a game-changer in the aviation industry by introducing artificial intelligence (AI) into every aspect of its operations. A strategic partnership between the airline and IBM has enabled the development of a fully AI-native airline, marking a major shift from the traditional aviation model. By leveraging AI to streamline operations, improve customer service and enhance the employee experience, Riyadh Air is setting new standards in the modern aviation industry.
Unlike many airlines with legacy technology, Riyadh Air is built from the ground up without outdated systems, opting instead for advanced AI-centric infrastructure. This innovative approach is expected to revolutionize air travel and create a new blueprint for the industry's future. The company aims to begin commercial flights in early 2026 after completing flight tests and further development of the AI-powered system.
A new era of airline management
Riyadh Air is in a unique position as an AI-native airline, meaning it is not limited by the constraints of older technology. The airline is integrating AI at every level of its operations, from customer interactions to employee workflows. By leveraging IBM's AI technology, including IBM Consulting, IBM watsonx Orchestrate, and a vast network of over 60 partners, Riyadh Air is creating an entirely new operating model for aviation.
IBM Consulting oversees the execution of Riyadh Air's AI strategy, coordinating more than 59 workstreams and collaborating with several high-profile partners, including leading technology companies such as Apple, Adobe, Microsoft, and FLYR. This extensive collaboration ensures that Riyadh Air is equipped with cutting-edge tools to meet the demands of modern travelers.
Airlines' AI focus extends to both internal operations and customer-facing services. AI is being used not only to streamline operations and increase efficiency, but also to improve the passenger and staff experience. By eliminating legacy technology, Riyadh Air is paving the way to capitalize on future innovations in the aviation industry.
Transforming the employee experience with AI
One of Riyadh Air's main goals is to improve employee workflow, and AI plays a central role in this effort. The airline is introducing a personalized digital workplace powered by AI agents. These agents provide employees with a centralized chat-based platform to access HR services and manage core tasks, especially as airlines continue to expand their workforces.
AI-powered mobile tools are being developed to connect crew with real-time passenger information. These tools help cabin and ground staff provide tailored, proactive assistance to passengers. For example, staff can receive AI-generated prompts to provide priority service to passengers at risk of missing their flight, ensuring a smoother and more efficient travel experience.
Additionally, the introduction of an AI concierge for employees will enable staff to perform tasks more effectively and with better context. These intelligent tools support employee decision-making by providing context-aware actions and helping staff perform complex tasks more efficiently.
Revolutionize customer care
Customer experience is another key area where Riyadh Air is incorporating AI to set new standards. The company employs AI voice tools and agent support systems to provide customer service agents with the data they need to effectively support passengers. By integrating passenger data into these systems, customer care teams will be able to provide more relevant and personalized support based on individual passenger needs.
AI helps ensure that travelers receive a seamless experience, from booking tickets to interacting with customer service agents at various touchpoints. This personalized approach is designed to improve the overall travel experience, making it more responsive and customer-centric.
By incorporating AI directly into its systems, Riyadh Air is positioned to provide superior customer service that is faster and more accurate than traditional methods. Passengers can expect faster resolutions to their inquiries and more efficient responses to their needs, making their journeys smoother and stress-free.
Improving efficiency by streamlining operations
Riyadh Air’s AI-driven operating model doesn’t just focus on customer care and employee experience. It also aims to improve overall operational efficiency. The airline has designed its systems to support a highly efficient operational framework, allowing it to scale quickly and adapt to market demands.
IBM Consulting helped Riyadh Air implement an enterprise performance system that integrates financial, commercial, and operational data, allowing Riyadh Air to optimize its decision-making processes. The system supports faster planning, forecasting and analysis, allowing airlines to stay ahead of industry trends and make more informed decisions regarding route planning, performance and overall operational efficiency.
Riyadh Air is building a more agile, responsive, and efficient organization by eliminating legacy systems and embracing AI. The airline has the ability to respond to changing market conditions and evolving passenger needs. This is essential in the competitive and fast-paced aviation industry.
The path forward for Riyadh Air
Riyadh Air is poised to reshape the aviation industry with an AI-native operating model. The company's long-term goals include expanding to more than 100 destinations and serving millions of passengers by 2030. This ambitious expansion plan is underpinned by the airline's commitment to leveraging AI to improve every aspect of its operations, from route planning and financial analysis to customer service and employee workflow.
Riyadh Air's approach is likely to serve as a model for future airlines as more airlines look to implement new technologies and AI-driven solutions. The company's AI-powered systems not only enhance operational efficiency and customer care, but also help generate new revenue streams by enabling more effective resource management and innovative business models.
Riyadh Air is positioning itself as a leader in the evolving aviation industry by building an airline designed for the future. The company's vision for the future of air travel is for AI to be at the heart of everything it does, creating a more seamless, personalized and efficient travel experience for both passengers and employees.
Riyadh Air and IBM have partnered to introduce an AI-driven model that redefines aviation by increasing efficiency, enhancing customer service, and empowering employees, setting new industry standards for the future. This collaboration will integrate advanced AI into every aspect of the airline's operations, ensuring a seamless, technology-enabled travel experience.
Riyadh Air is preparing for its first flight in 2026, setting a new standard for what is possible in the aviation industry and marking the beginning of a new era in air travel powered by artificial intelligence. The future of aviation is now, and Riyadh Air is leading the way.
