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In a groundbreaking collaboration that sets a new standard in the aviation industry, Riyadh Air has emerged as the world’s first AI-native airline. At the IBM Think Riyadh 2025 event, IBM and Riyadh Air made a joint announcement highlighting the airline’s innovative use of artificial intelligence (AI) to revolutionize both employee and customer experiences. This pioneering move positions Riyadh Air at the forefront of technological advancement in aviation.
Riyadh Air’s journey into the AI realm has been facilitated by IBM Consulting, which has provided extensive industry expertise and a robust partner ecosystem. By leveraging IBM watsonx Orchestrate, Riyadh Air is designed to function as an AI-native enterprise from its inception. This collaboration involved orchestrating 59 workstreams and collaborating with over 60 partners, including technology giants like Adobe, Apple, FLYR, and Microsoft. The strategic implementation is powered by the IBM Consulting Advantage platform, which accelerates value creation through AI-driven delivery.
With its initial flights already commenced and commercial services slated to begin in early 2026, Riyadh Air’s three-year collaboration with IBM marks a significant milestone in aviation history. The airline’s Chief Financial Officer, Adam Boukadida, expressed the magnitude of this achievement, stating that Riyadh Air had a choice to either build upon outdated technology or pioneer the platforms of the future. The airline chose the latter, effectively removing decades of legacy systems to construct a future-ready infrastructure.
Riyadh Air’s innovative approach involves embedding AI into the very core of its operations, effectively setting a new blueprint for modern enterprises. Mohamad Ali, Senior Vice President of IBM Consulting, emphasized that Riyadh Air is redefining what is possible within the aviation industry. The collaboration with IBM epitomizes the creation of a modern, adaptive enterprise designed to meet the demands of the digital age.
Enhancing Employee and Guest Experiences
Riyadh Air is at the forefront of reimagining the roles of employees and their interactions with travelers in the AI era. By integrating generative AI and agentic AI capabilities into daily workflows, the airline creates a harmonious environment where technology and human efforts combine to provide seamless travel experiences.
Employee Experience
Riyadh Air is set to introduce a personalized digital workplace powered by AI agents. This platform provides employees with a central, chat-first entry point to human resources, streamlining workflows and enhancing self-service capabilities. As the airline plans to double its workforce within the next year, this AI-driven system will play a crucial role in maintaining efficiency and productivity.
Crew Enablement
The airline is also developing AI-powered mobile applications to ensure a connected and integrated journey for both employees and guests. Riyadh Air plans to utilize IBM watsonx Orchestrate to establish an AI-based concierge experience for its staff. This system will be proactive, contextually aware, and able to propose the next best actions for each employee interacting with passengers. Such capabilities will enable cabin and ground crews to offer personalized services, like expedited assistance for passengers running behind schedule.
Customer Care
Riyadh Air’s customer care strategy centers around digitally-driven yet human-centered solutions. The use of AI-enabled voice bots and agent assistance tools will empower customer care agents to provide attentive, personalized support. By utilizing contextual data, these systems will anticipate traveler needs, significantly enhancing the overall travel experience.
Driving Operational Efficiency and Innovation
Riyadh Air stands out for its commitment to efficiency and innovation, unburdened by legacy systems. The airline has embraced AI to discover new revenue streams and reinvest in innovative solutions across its operations. IBM Consulting has implemented an enterprise performance management suite that integrates financial, operational, and commercial data. This system automates planning, budgeting, forecasting, and analysis, providing real-time insights and supporting data-driven decision-making. Consequently, Riyadh Air is poised to optimize route profitability and strengthen its overall business performance.
Together, IBM and Riyadh Air have successfully developed an AI-native enterprise equipped with the digital strategy, architecture, and operating models needed to achieve the airline’s ambitious goals. By 2030, Riyadh Air aims to transform aviation and expand Saudi Arabia’s connectivity to over 100 destinations, serving millions of travelers worldwide.
About Riyadh Air
Riyadh Air is a premier airline owned by the Public Investment Fund (PIF), launched in March 2023. This digitally-oriented, full-service airline is committed to adopting the best global sustainability and safety practices across its advanced fleet of aircraft. Riyadh Air’s aircraft will feature state-of-the-art technology, innovative cabin interiors, and cutting-edge in-flight entertainment systems. The airline will connect guests to more than 100 global destinations by 2030, offering an exceptional guest experience rooted in authentic Saudi hospitality.
About IBM
IBM is a global leader in hybrid cloud, AI, and consulting expertise, assisting clients across 175 countries in capitalizing on data insights, optimizing business processes, reducing costs, and gaining a competitive advantage. Thousands of government and corporate entities in sectors such as financial services, telecommunications, and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift for efficient, secure digital transformations. IBM’s pioneering work in AI, quantum computing, and industry-specific cloud solutions, backed by a commitment to trust and transparency, provides clients with open and flexible options. For more information, visit www.ibm.com.
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The collaboration between Riyadh Air and IBM represents a significant leap forward in aviation technology and innovation. As the world’s first AI-native airline, Riyadh Air is paving the way for future advancements in the industry, setting a standard that many other airlines are likely to follow in the coming years.
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