Summary

The global consulting firm BCG has analyzed the prospects for using artificial intelligence in the airline industry. According to expert forecasts, by 2027 the economic impact of digital technologies and artificial intelligence (AI) in aviation could increase more than fourfold. Survey results show that 50% of airlines consider AI their top strategic priority, and up to 90% plan to invest actively in customer service technologies. However, BCG notes that digitalization in the sector often remains fragmented. The main barrier is not the lack of technology, but a shortage of skills, organizational inertia, and weak coordination between business units. BCG recommends that airlines establish dedicated digital transformation centers that integrate IT, marketing, and operations, and evaluate the effectiveness of digital initiatives not by technological metrics, but by business outcomes — such as reduced flight delays, lower operating costs, and improved customer satisfaction.