Air India Express wins award for AI-powered guest support

Air India Express has received the ‘Best Use of AI in Customer Experience’ award at the UBS Forums 25th CX Strategy Summit & Awards 2026. The recognition highlights the airline’s AI-powered guest support platform, Tia.

Tia serves as a digital assistant providing 24/7 support via the airline’s website, mobile app, WhatsApp, and contact center. The platform currently resolves approximately 15,000 queries daily, with over 75% of guest interactions being handled through its chat and voice automation capabilities. The system offers more than 100 self-service options, including managing bookings, cancellations, refunds, and flight status checks.

This award follows the airline’s recent achievement of a 4-Star World Airline Rating from Skytrax, which is the highest distinction available for a value carrier. The airline noted that Tia successfully managed nearly four-fifths of guest queries during West Asia-related disruptions in April.