Air India Express has won the ‘AI in Customer Experience’ award at the UBS Forums 25th CX Strategy Summit & Awards 2026, recognising its AI-powered guest support platform Tia and its role in enhancing digital assistance.
Tia provides 24×7 support through the airline’s website, mobile app, WhatsApp and Contact Centre. Designed to combine artificial intelligence with human support, the platform serves as a first point of contact for guests seeking assistance and enables faster self-service across multiple channels.
More than 75% of guest interactions are currently resolved through Tia’s chat and voice automation capabilities. The platform offers over 100 self-service options covering bookings, cancellations, refunds, flight status, baggage queries and other travel-related information.
Tia handles around 15,000 guest queries daily across Air India Express’ digital channels. During West Asia-related disruptions in April, the platform handled nearly four-fifths of incoming guest queries and supported booking changes, rescheduling and cancellations, including changes to origin and destination stations subject to seat availability.
Guests requiring additional assistance can connect with Customer Happiness Specialists, with interaction history and context transferred across channels. Air India Express said Tia is being further developed with capabilities focused on multilingual support, greater personalisation and expanded self-service options.
Introduced in 2021 as a chatbot-based assistance platform, Tia has evolved into an AI-enabled support system spanning digital and voice channels. The recognition follows Air India Express receiving a 4-Star World Airline Rating from Skytrax, with the airline positioning its digital initiatives alongside broader efforts to improve the guest experience.