Air New Zealand Uses AI to Make Flights More Reliable and Passenger-Friendly
Air New Zealand has begun a new chapter in digital innovation by partnering with OpenAI, becoming the first airline in New Zealand to collaborate directly with the U.S.-based AI firm. This initiative involves implementing advanced AI technologies into daily airline operations to streamline internal workflows and maintain long-term efficiency gains. Implementation of these systems is currently in progress throughout corporate divisions.
As part of the partnership, the airline has developed more than 1,500 custom AI assistants, known as Custom GPTs. These tools help manage different internal operations, including:
- Data analysis
- Internal communication
- Operational planning
- Aircraft maintenance scheduling
- Routine administrative tasks
These tools aim to cut down on manual labor, assist staff in making timely decisions, and improve teamwork among technical and planning departments.
From the perspective of passengers, the changes may lead to faster service and more consistent communication. AI systems can help process customer inquiries, support real-time travel updates, and improve responsiveness during disruptions such as delays or rescheduling. Enhanced customer support through digital channels may help cut down waiting times and make routine interactions smoother, whether before departure or during airport procedures.
Alongside service enhancements, artificial intelligence is expected to strengthen the reliability of flight operations. Improved scheduling accuracy, more efficient aircraft readiness, and better coordination could contribute to fewer cancellations and higher punctuality. This change is especially important for passengers with tight connections or rigid schedules, as it helps lower the chances of sudden delays.
We see AI as an opportunity for our team at Air New Zealand and a way to improve experiences for our customers. It helps us solve problems faster, serve our customers better, and reimagine how work gets done. By working directly with OpenAI, we not only access leading-edge technology but we also shape how it's used in the real world.
The use of AI in the aviation sector is expanding as airlines adjust to evolving demands and emerging technologies. For passengers, this shift points to more automated and transparent travel experiences. Although the full impact will emerge gradually, current applications suggest progress in how airlines manage services and deliver timely information during journeys. This trend shows how technology is becoming a key tool in tackling operational issues across the aviation industry.