Air India Express earns top AI customer experience award for its support platform
Tia handles around 15,000 daily requests across digital and voice channels
DUBAI – Air India Express has won the ‘Best Use of AI in Customer Experience’ award at the UBS Forums 25th CX Strategy Summit & Awards 2026, recognising its artificial intelligence-powered guest support platform, Tia.
The award comes shortly after the airline received a 4-Star World Airline Rating from Skytrax, highlighting its recent developments across the passenger experience.
Tia has become a key part of the airline’s digital support network, with more than 75% of guest interactions now being resolved through self-service.
Tia provides round-the-clock assistance through the Air India Express website, mobile app, WhatsApp and Contact Centre. Designed to combine artificial intelligence with human support, the platform acts as the first point of contact for passengers looking for assistance with common travel requirements.
The AI-enabled system currently offers more than 100 self-service options, allowing guests to manage a range of services without waiting for an agent. These include bookings, cancellations, refunds, flight status checks, baggage-related queries and other travel information.
Tia handles approximately 15,000 guest queries each day across Air India Express’ digital channels. Its chat and voice automation capabilities resolve more than three-quarters of interactions through self-service, reducing the need for passengers to wait in call queues or for responses to emails.
The platform also played a role during disruptions affecting West Asia in April. It handled nearly four-fifths of all guest queries received during the period, helping passengers with booking changes, rescheduling and cancellations. Where seats were available, travellers could also modify both their origin and destination stations, supporting those affected by the disruption in making arrangements to return home.
Human assistance
Passengers who require additional help can connect with Customer Happiness Specialists. Tia transfers the interaction history and relevant context across channels, allowing customer service teams to continue conversations without requiring guests to repeat information.
The airline is continuing to develop Tia with further AI capabilities aimed at making support more personalised, intuitive and responsive. Planned enhancements include multilingual assistance, deeper personalisation and additional self-service options.
Tia was introduced in 2021 as a chatbot-based assistance platform and was the first such airline deployment in India, according to Air India Express. It initially provided real-time support through the airline’s website and mobile application before evolving into a broader AI-enabled platform covering both digital and voice channels.
Guests can access Tia through WhatsApp on +91 6360012345, while the airline’s voice support channel is available on +91 124 4435600.
Air India Express, a Tata Enterprise, operates more than 500 daily flights connecting 48 domestic and 16 international destinations across South, Southeast and West Asia. Its fleet comprises more than 100 Boeing 737 and Airbus A320 aircraft.
The airline also offers services including Gourmair hot meals, comfortable seating, refreshed interiors and loyalty benefits for more than 22 million members, alongside its digital customer support services.