Riyadh Air And IBM Join Forces To Transform Aviation With an AI-Centric Model That Will Set a New Standard For Efficiency, Customer Service, And Employee Innovation

Published on December 9, 2025

IBM and Riyadh Air have teamed up to transform the aviation sector with an AI-centric model that promises to raise the bar for staff creativity, customer service, and operational effectiveness. This partnership incorporates cutting-edge AI technology into every aspect of the airline’s operations, improving employee productivity and decision-making while enabling quicker, more individualized services for travelers. By adopting AI from the ground up, Riyadh Air is not only enhancing the travel experience but also establishing a new standard for the sector and laying the groundwork for aviation’s future.

Riyadh Air, the new airline venture, is positioning itself as a groundbreaking force in the aviation industry by embracing artificial intelligence (AI) in every aspect of its operations. The airline’s strategic partnership with IBM has led to the development of an entirely AI-native airline, marking a major shift from traditional aviation models. By leveraging AI to streamline operations, improve customer service, and enhance employee experiences, Riyadh Air is setting new standards for modern aviation.

Unlike many airlines that are burdened with legacy technologies, Riyadh Air is being built from the ground up without outdated systems, opting instead for a forward-thinking, AI-centric infrastructure. This innovative approach is expected to revolutionize air travel, setting a new blueprint for the future of the industry. The airline aims to begin its commercial flights in early 2026, after completing flight testing and further development of its AI-powered systems.

A New Era of Airline Operations

Riyadh Air’s unique position as an AI-native airline means that it is not limited by the constraints of older technologies. The airline is integrating AI at every level of its operations, from customer interaction to employee workflow. By utilizing IBM’s AI technologies, 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 is overseeing the execution of Riyadh Air’s AI strategy, coordinating more than 59 workstreams and collaborating with several high-profile partners, including tech giants like Apple, Adobe, Microsoft, and FLYR. This extensive collaboration ensures that Riyadh Air is equipped with the most cutting-edge tools to meet the demands of the modern traveler.

The airline’s focus on AI extends to both its internal operations and customer-facing services. AI is being used not only to streamline operations and boost efficiency but also to enhance the experience for passengers and staff alike. By removing legacy technologies, Riyadh Air is forging a path that allows it to capitalize on future innovations in the aviation industry.

Transforming Employee Experience with AI

One of Riyadh Air’s primary goals is to improve employee workflows, and AI plays a central role in this initiative. The airline is implementing a personalized digital workplace powered by AI agents. These agents will provide employees with a centralized, chat-based platform for accessing human resources services and managing core tasks, especially as the airline continues to expand its workforce.

AI-driven mobile tools are being developed to connect crew members with real-time passenger information. These tools will help cabin and ground staff provide tailored, proactive assistance to passengers. For example, staff may receive AI-generated prompts to offer fast-track services to passengers who are at risk of missing their flights, ensuring a smoother, more efficient travel experience.

Additionally, the introduction of an AI concierge for employees will allow staff to perform tasks more effectively and with greater context. These intelligent tools will support employee decision-making by offering context-aware actions and helping staff navigate complex tasks more efficiently.

Revolutionizing Customer Care

Customer experience is another critical area where Riyadh Air is incorporating AI to set new standards. The airline is employing AI voice tools and agent support systems to provide customer service representatives with the data they need to assist passengers effectively. By integrating passenger data into these systems, customer care teams will be able to deliver more relevant, personalized support based on individual passenger needs.

AI will help ensure that travelers receive a seamless experience, from booking their tickets to interacting with customer service agents at various touchpoints. This personalized approach is designed to enhance the overall travel experience, making it more responsive and customer-centric.

By embedding AI directly into its systems, Riyadh Air is poised to offer superior customer service that is both faster and more accurate than traditional methods. Passengers can expect quicker resolutions to their inquiries and more efficient handling of their needs, making for a smoother, stress-free journey.

Streamlining Operations for Efficiency

Riyadh Air’s AI-driven operating model is not just focused on customer care and employee experience; it also aims to improve operational efficiency across the board. The airline has designed its systems to support a highly efficient operational framework, allowing the airline to quickly scale and adapt to market demands.

IBM Consulting has helped deploy an enterprise performance system that integrates financial, commercial, and operational data, enabling Riyadh Air to optimize its decision-making processes. This system supports faster planning, forecasting, and analysis, allowing the airline to stay ahead of industry trends and make more informed decisions regarding route planning, business performance, and overall operational efficiency.

By eliminating legacy systems and embracing AI, Riyadh Air is creating a more agile, responsive, and efficient organization. The airline is better equipped to respond to changing market conditions and evolving passenger needs, which is essential in the highly competitive and fast-paced world of aviation.

The Road Ahead for Riyadh Air

With its AI-native operating model, Riyadh Air is poised to reshape the aviation industry. The airline’s long-term goals include expanding to over 100 destinations and serving millions of passengers by 2030. This ambitious expansion plan is backed by the airline’s commitment to utilizing AI to improve all aspects of its operations, from route planning and financial analysis to customer service and employee workflows.

As more airlines look to adopt new technologies and AI-driven solutions, Riyadh Air’s approach will likely serve as a model for future aviation companies. The airline’s AI-powered systems will not only enhance operational efficiency and customer care but will also help create new revenue streams by enabling more effective resource management and innovative business models.

By building an airline designed for the future, Riyadh Air is positioning itself as a leader in the evolving aviation landscape. The company’s vision for the future of air travel is one where AI is at the heart of all operations, creating a more seamless, personalized, and efficient travel experience for passengers and employees alike.

Riyadh Air and IBM have partnered to introduce an AI-driven model that will redefine aviation by boosting efficiency, enhancing customer service, and empowering employees, setting new industry standards for the future. This collaboration integrates advanced AI into every aspect of the airline’s operations, ensuring a seamless, tech-forward travel experience.

As Riyadh Air prepares for its inaugural flights in 2026, the airline is setting a new standard for what is possible in aviation, 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.