South African Airways has announced plans to leverage artificial intelligence to enhance customer service and streamline complaint resolution in pursuit of a broader digital transformation.

In a statement made available to The PUNCH on Monday, the airline’s Regional Manager for Africa, the Middle East, and the Indian Ocean, Ohis Ehimiaghe, outlined the role AI will play in reshaping the passenger experience.

Ehimiaghe said, “AI-driven virtual assistants and chatbots are transforming customer service in aviation, enabling passengers to manage bookings, boarding passes, and enquiries with ease.

“By harnessing the power of AI, we can offer personalised travel experiences tailored to individual preferences, making air travel more enjoyable and efficient.”

The airline boss had earlier discussed development at a Lagos Chambers of Commerce forum before industry experts and business leaders highlighted how AI is changing the workplace and the skills needed to stay relevant in a rapidly evolving digital economy.

He emphasised the growing demand for AI proficiency in the job market, saying, “As AI continues to automate tasks, workers must develop new skills that complement AI’s capabilities.”

Additionally, to showcase AI’s potential, SAA used the occasion to share updates on its expansion plans.

Ehimiaghe announced that the airline will begin new services to Maputo and Gaborone, with three additional international routes slated for launch in 2026.

He also stressed that the airline is planning to increase its fleet to 50 aircraft over the next five years.

SAA’s Nigeria Country Manager, Mrs Kemi Leke-Bamtefa, reiterated the airline’s commitment to keeping its business partners informed and prepared for industry changes.

“We are committed to supporting our partners with the critical information and skills they need to adapt, grow, and thrive in a changing aviation landscape,” she said.