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 AI-powered guest support platform Tia.
The airline said the award highlights its efforts to improve
digital customer service alongside its recent 4-Star World Airline Rating from
Skytrax.
The rating recognises standards across the passenger
journey, while Tia focuses on providing faster and more personalised digital
assistance.
Available 24/7 through the airline’s website, mobile app,
WhatsApp and Contact Centre, Tia provides more than 100 self-service options
covering bookings, cancellations, refunds, flight status, baggage queries and
travel information.
More than 75% of guest interactions are now resolved through
Tia’s chat and voice automation capabilities, with the platform handling around
15,000 queries daily.
During West Asia-related disruptions in April, Tia handled
nearly four-fifths of all guest queries, supporting booking changes,
rescheduling and cancellations, including changes to origin and destination
stations subject to availability.
Guests can also connect with Customer Happiness Specialists,
with interaction history transferred across channels.
Air India Express said future enhancements will include
multilingual support, deeper personalisation and expanded self-service
capabilities. -TTN