December 10, 2025
easyJet Taps Emplifi to Boost CX
CX and social media marketing platform Emplifi has partnered with easyJet to strengthen the airline’s customer care operations across social media, using AI-powered tools to improve response times and service consistency.
The collaboration will see easyJet adopt Emplifi’s customer care platform, including intelligent chatbots and agent-assist technology, to manage customer enquiries across its social channels. The tools can automate routine requests while supporting agents with real-time guidance for more complex cases.
As more and more travellers turn to platforms like X, Facebook, and Instagram for support and feedback, the partnership reflects a wider shift toward treating social media as a primary service channel rather than a marketing one.
Susan Ganeshan, Chief Marketing Officer at Emplifi, said: “Airlines today compete as much on service and responsiveness as they do on destinations. easyJet recognises that every digital interaction is an opportunity to build loyalty, and AI-driven social customer care plays a key role in that.”
The deployment places easyJet among a growing number of airlines using AI-driven service tools to manage rising digital enquiry volumes without compromising service quality across high-traffic social channels.
Richard Lawrence, Head of Service Excellence at easyJet, added: “Our goal is to make travel easy from booking through to post-flight support. Emplifi’s AI capabilities, including chatbot integration, are helping us improve response times and deliver consistent support across all social platforms. This allows our teams to focus more of their time on complex customer needs while maintaining fast, seamless service.”
More Airlines Doubling Down on AI
Airlines across the globe are increasingly utilising AI to modernise service delivery. Saudi carrier Riyadh Air recently announced a partnership with IBM to become “the world’s first AI-native airline.” Built from launch around AI rather than legacy systems, the airline is using IBM watsonx Orchestrate and IBM Consulting Advantage to coordinate digital development across 59 workstreams, involving more than 60 technology partners, including Adobe, Apple, FLYR, and Microsoft. The programme is designed to embed AI directly into operations, frontline services, and decision-making from day one.
Meanwhile, in July this year, Singapore Airlines signed a three-year agreement with Qualtrics to support its customer experience strategy through AI-driven analytics and research tools. These tools aim to capture CX data across multiple channels, track shifting passenger expectations, and identify service issues across key touchpoints, which is part of an ongoing push to protect service standards amid intense competition across the global airline sector.
