Deliver a first-class experience with AI customer service agents
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.
Speak to an expertDiscover how the Philippines’ largest airline transformed its customer experience with Ada
50%+
increase in CSAT after shifting to generative
2×
increase in ARR after shifting to generative
<1 min
wait times for high-priority support cases
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.
Chief Marketing and Customer Experience Officer at Cebu Pacific
Ada voice in real life
Meet Tripp, Ada’s AI agent for the travel industry.
Ask Tripp the questions below to see Ada Voice in action.
Chat casually
Ask how Tripp’s day is going · Tell her to “hold on,” “wait a second,” “repeat that” · Mention if your day’s been rough, kids are noisy, etc. · Jump in and interrupt, she can handle it!
Find your flight status
Ask to help you look up the status of your flight (Confirmation number: 2V59T7, Last name: Jackson) · Request additional booking info, such as meals, baggage allowances, or departure/arrival airport
Ask common questions
Ask about baggage fees or how to manage your booking via the app · Request a text with information on what to do if your flight is disrupted · Ask about potential discounts · Bonus: ask her to repeat steps or pause while you catch up
Escalate when needed
Say you are stressed out and really just want a person to help you rebook your flight · Say that you are super happy with Ada Airlines and would love to sign up with Ada.
Top customer service challenges in travel
70%
of travel enquiries are repetitive, low-value tasks
72%
of travellers are more likely to rebook if support is in their language
2–3×
higher daily support volumes during peak periods, handled by temporary agents
Build traveller loyalty with always-on AI customer service
Automate common inquiries
Handle refunds, baggage status, seat selections, and more, reducing costs and improving traveller satisfaction at scale.
Speak every traveller’s language
Deliver multilingual customer support in 60 languages, tuned to local expectations and cultural context.
Scale support instantly
Effortlessly manage peak periods, from holiday surges to weather disruptions, without increasing headcount.
Boost ancillary revenue
Offer seat upgrades, travel extras, and loyalty rewards at the right moment, guided by real-time traveler context and data.
Turn your SOPs into automated workflows with Playbooks
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.
Enterprise-grade security and compliance
Seamless handoffs when it matters
Confidently escalate high-value or sensitive inquiries to human agents, on your terms.
Consistent, brand-safe responses
Every response reflects your policies, knowledge, and standards. No guesswork, no brand drift.
Superior omnichannel customer experience
Deliver unified support across channels with one AI customer service agent.
Built for airline compliance
Ada supports industry-specific needs like DOT/EU261 automation, WCAG accessibility, and union workflows.
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.
Chief Executive Officer of Airline Business at Malaysia Aviation Group
Meet your AI-powered airline crew
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.
Why top airlines trust Ada
6.4B
customer interactions handled
5×
more productive than human agents
84%
automated resolution rate
50%+
increase in CSAT scores
Frequently asked questions
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.
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.
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.