Air India Express has been recognised with the ‘Best Use of AI in Customer Experience’ award at the UBS Forums 25th CX Strategy Summit & Awards 2026 for its AI-powered guest support platform, Tia.
Tia provides 24×7 assistance through the airline’s website, mobile app, WhatsApp and Contact Centre. More than 75% of guest interactions are now resolved through self-service, with Tia handling around 15,000 queries every day.
With over 100 self-service options, Tia enables guests to manage bookings, cancellations, refunds, flight status, baggage queries and other travel-related needs. During the 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 seat availability.
Guests can also connect with Customer Happiness Specialists when required, with interaction history and context carried across channels.
The recognition follows Air India Express’ recent 4-Star World Airline Rating from Skytrax, reflecting the airline’s focus on enhancing guest experience across physical and digital touchpoints.
Introduced in 2021, Tia has evolved from a chatbot into an AI-enabled support platform across digital and voice channels. The airline plans to further enhance Tia with multilingual assistance, greater personalisation and expanded self-service capabilities.
