Physical Address
304 North Cardinal St.
Dorchester Center, MA 02124
AI Passenger Experience: Delta & Alaska at APEX Tech
Airlines are using AI to turn inflight internet and loyalty into real passenger perks.
At APEX Tech 2025 in Los Angeles, Delta Air Lines and Alaska Airlines showcased moves that aim to elevate the AI passenger experience across booking, cabin, and loyalty touchpoints. Delta introduced Delta Sync — a new platform that lets SkyMiles members access personalized entertainment and services without subscriptions or credit-card signups — while Alaska outlined loyalty and connectivity upgrades designed to keep flyers connected and rewarded.
AI passenger experience: what airlines announced
Delta Sync promises streamlined content delivery tied to a passenger’s SkyMiles profile, removing friction for in‑flight access. Alaska Airlines highlighted enhancements to onboard connectivity and loyalty integration that use data to tailor offers and make upgrades and Wi‑Fi simpler to buy. Industry partner Intelsat stressed that high-performance inflight connectivity is central to passenger satisfaction and that robust networks are now baseline expectations for carriers.
- Why it matters: the AI passenger experience reduces friction — personalized content, fewer paywalls, and faster connectivity create measurable satisfaction gains.
Speakers at APEX Tech emphasized that these are not just cabin gimmicks: data-driven personalization reaches from pre-trip communications through gate services and into baggage and arrival. That means airlines are focusing on systems integration — loyalty, content platforms, and satellite or terrestrial connectivity — so passengers get a coherent experience across stages of travel.
Operationally, airlines see benefits in engagement and ancillary revenue when passengers receive relevant offers in real time. For frequent flyers, the promise is simpler access to inflight entertainment and targeted perks tied to status tiers like SkyMiles. For the broader market, it signals a shift: airlines are treating connectivity and personalization as core product differentiators rather than optional extras.
