THE INDUSTRY VIEW / 01

Airlines.

How assistants handle the moments that matter.

11 airlines reviewed

A miniature airport service desk where a traveler with luggage speaks with an airline agent. — Airline CX
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Airline CX
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THE AIRLINE VIEW

What’s working. What needs attention.

Carrier-specific observations, with the evidence one click away.

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Airlines in alphabetical order. These studies use different scenarios and denominators, so no overall performance rank is assigned.
Airline / A–Z	What worked	Needs attention	Tested / Findings
AI.g	5 / 5Eligible refunds offered	5 / 530-hour calculation errors	Tested 10 Oct 2026 Air India. Tested 10 Oct 2026. What worked: 5 / 5, Eligible refunds offered. Needs attention: 5 / 5, 30-hour calculation errors.
BA website AI assistant	4 / 5Near-departure exclusion stated	4 / 20Eligible opening refunds denied	Tested 10 Oct 2026 British Airways. Tested 10 Oct 2026. What worked: 4 / 5, Near-departure exclusion stated. Needs attention: 4 / 20, Eligible opening refunds denied.
easyJet website chat	—Policy outcome not established	15 / 15Fixed first replies were menusMenu buttons were not pressed	Tested 10 Oct 2026 easyJet. Tested 10 Oct 2026. What worked: —, Policy outcome not established. Needs attention: 15 / 15, Fixed first replies were menus. Menu buttons were not pressed
Sisu	5 / 5Carrier-cancellation refund confirmed	4 / 5Published €50 form fee denied	Tested 10 Oct 2026 Finnair. Tested 10 Oct 2026. What worked: 5 / 5, Carrier-cancellation refund confirmed. Needs attention: 4 / 5, Published €50 form fee denied.
Skye	5 / 5Eligible refunds offered	3 yes · 1 no · 1 unclearSame seven-day-boundary question	Tested 10 Oct 2026 Frontier Airlines. Tested 10 Oct 2026. What worked: 5 / 5, Eligible refunds offered. Needs attention: 3 yes · 1 no · 1 unclear, Same seven-day-boundary question.
JAL FAQ chatbot	1 controlClicked refund FAQ aligned	15 / 15Fixed replies lacked refund FAQ titleNot refund refusals	Tested 11 Oct 2026 Japan Airlines. Tested 11 Oct 2026. What worked: 1 control, Clicked refund FAQ aligned. Needs attention: 15 / 15, Fixed replies lacked refund FAQ title. Not refund refusals
Ask Jess	24 / 25Adaptive menus offered a relevant optionButtons were not tested	5 / 5Fixed Flex Plus replies: unrelated menus	Tested 10 Oct 2026 Jetstar Airways. Tested 10 Oct 2026. What worked: 24 / 25, Adaptive menus offered a relevant option. Buttons were not tested Needs attention: 5 / 5, Fixed Flex Plus replies: unrelated menus.
Korean Air website chatbot	10 alignedCore outcomes in answered fixed questions10 answered · 15 attempted	8 / 52Scored questions got only an input promptCause not established	Tested 10–11 Oct 2026 Korean Air. Tested 10–11 Oct 2026. What worked: 10 aligned, Core outcomes in answered fixed questions. 10 answered · 15 attempted Needs attention: 8 / 52, Scored questions got only an input prompt. Cause not established
Elisa	5 / 5Eligible refunds offered	5 / 5Short-lead refund beyond saved policyBroader waiver unverified	Tested 10 Oct 2026 Lufthansa. Tested 10 Oct 2026. What worked: 5 / 5, Eligible refunds offered. Needs attention: 5 / 5, Short-lead refund beyond saved policy. Broader waiver unverified
Qatar Airways Chat assistance	7 repliesNo guaranteed paid-ticket refundSubstantive fixed paid-ticket replies	0 / 5Published unpaid hold confirmed	Tested 10 Oct 2026 Qatar Airways. Tested 10 Oct 2026. What worked: 7 replies, No guaranteed paid-ticket refund. Substantive fixed paid-ticket replies Needs attention: 0 / 5, Published unpaid hold confirmed.
Kris	5 / 5Non-U.S. core outcome alignedSide-detail claims remain unverified	4 / 5Eligible option denied: selected wordingWording selected after an earlier failure	Tested 11 Oct 2026 Singapore Airlines. Tested 11 Oct 2026. What worked: 5 / 5, Non-U.S. core outcome aligned. Side-detail claims remain unverified Needs attention: 4 / 5, Eligible option denied: selected wording. Wording selected after an earlier failure

Alphabetical, not a shared rank. Counts belong to each study’s scenarios and test surface; they are not customer failure rates. Open a finding for its context and limits.

11 of 11 observed airlines shown.

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