Analysing the Role of AI-Driven Personalization in Enhancing Passenger Experience in Airlines

Artificial Intelligence (AI) has redefined airline service delivery, enabling hyper-personalized passenger experiences across booking, in-flight interaction, and post-travel engagement. This study examines the impact of AI-driven personalization on airline passenger satisfaction using primary survey data. Employing descriptive statistics, chi-square tests, Pearson correlation, and linear regression, the study tests three hypotheses linking AI personalization to satisfaction, convenience, and loyalty intention. Results demonstrate that AI personalization significantly predicts passenger satisfaction, improves service responsiveness, and enhances repeat travel intention. The research highlights AI personalization as a strategic imperative in modern airline service management.