Flying Smarter With AI

A New Altitude for Passenger Experience

Air Canada, the nation's largest airline, navigates a complex landscape of legacy systems and evolving customer expectations. The aviation industry, known for its intricate coordination of planes, passengers, and luggage, faced mounting pressure to modernize and enhance the travel experience as companies across all sectors began implementing new technologies. Recognizing this imperative, Air Canada embarked on a digital transformation journey to become more customer-centric.

Leading this initiative was Mel Crocker, Chief Information Officer at Air Canada. With a background in defense, energy, and aviation, Crocker brought a wealth of experience in program delivery, cybersecurity, operations, transformation, and technology strategy. His mission was clear: leverage technology to improve business outcomes and elevate the customer experience.

"We're investing in technology to drive some of the optimizations that really let us compete on the level that we need to," Crocker stated. "We're in that phase right now, so it's a very cool time to be with Air Canada."

Grounded by Legacy Systems

Before the transformation, outdated systems and manual processes hampered Air Canada's operations. The airline's Passenger Service Systems (PSS), critical for reservations, inventory, and departure control, were based on IBM TPF applications that lacked the flexibility and scalability required for modern operations. This infrastructure made implementing new features, integrating with other airlines, and responding swiftly to market changes challenging.

To address these issues, Air Canada partnered with Hexaware to replace its legacy PSS with the Amadeus Altéa suite. The ambitious project involved implementing approximately 182 applications and products, including 23 Amadeus products integrated with 24 other applications. The transition was executed within a 24-months, a feat unprecedented in the airline industry.

The overhaul resulted in significant improvements: a 35% increase in productivity due to reusable digital assets, a 30% faster time to market for new features, and a 50% reduction in onboarding time for new employees. These enhancements laid the foundation for further innovations to enhance the customer experience.

Implementing Intelligent Solutions

With the new infrastructure in place, Air Canada turned its focus to leveraging technology to streamline operations and improve customer satisfaction. One area of innovation was the use of iPads equipped with specialized applications to detect and address maintenance issues during flights. Flight crews could report problems in real-time, allowing ground teams to preposition replacement parts at the gate, ensuring swift repairs and minimizing delays.

"We've got an iPad that carries the right application on it, such that on detection, which the flight crew can do during a flight, somebody will detect an issue that needs to be fixed," Crocker explained. "What we're able to do is ticket, get the information down to the ground team, and if things are working really well, preposition the replacement part at the gate, such that during the turn, we can make that change so that the next passenger who sits in that particular seat doesn't experience the same negative thing."

Air Canada also explored the potential of AI to optimize various aspects of its operations. By analyzing vast amounts of data from simulations and real-world scenarios, the airline aimed to enhance long-haul flight experiences, ensuring optimal arrival times and gate assignments. Additionally, AI was employed to manage inventory and preposition parts where they were most likely needed, reducing the risk of delays due to maintenance issues.

"How are you going to track all of your inventory? Watch what happens throughout a year, and then reposition the parts where they're probably most needed as time goes on," Crocker said. "When you're running a complex network, you don't have planes all over the place; that becomes almost unsustainable. You've got to be incredibly thoughtful about maintenance, and that's where we throw [in] a lot of AI to try and get very smart at this.”

Enhancing Customer Service with AI

Air Canada experimented with AI-powered voice assistants to improve customer service and handle routine inquiries, such as rebooking flights during disruptions or tracking misplaced luggage. The goal was to reduce phone waiting times and allow human agents to focus on more complex issues.

Looking ahead, Air Canada envisions a future where technology continues to enhance the travel experience. Crocker expressed interest in emerging innovations such as electric Vertical Takeoff and Landing (eVTOL) aircraft, which could revolutionize short-distance travel. He also highlighted the potential of biometrics to streamline airport procedures, making air travel faster and more pleasant for passengers.

"I think people are going to be able to order a flight in the same way that they order an Uber, then go from point A to point B through the air versus on the ground," Crocker predicted. "I don't think it's that far from reality now. There's a lot of companies pushing hard on this. I think it's real."

As Air Canada continues its digital transformation journey, the focus remains on leveraging technology to deliver a superior customer experience. By embracing innovation and learning from past challenges, the airline aims to set new standards in the aviation industry.