Half of U.S. Travelers Indifferent to AI or Human Customer Service in the Airline Industry

Travelers Shift Focus to Fast Solutions Over Service Method

A new survey conducted by Ada indicates a significant change in how U.S. travelers view customer service in the airline industry. According to the results, 50% of respondents are indifferent to whether their travel problems are resolved by artificial intelligence or a human agent, so long as the issue is resolved quickly and effectively. This shift comes as travel disruptions and costs continue to rise, leading to increased passenger frustration.

The survey, which included 1,000 U.S. consumers, highlights that speed and resolution are now more important than the method of customer service delivery. The findings suggest that airlines may need to focus on providing efficient solutions rather than emphasizing the distinction between human and AI support.

Rising Disruptions and Customer Service Challenges

Travelers are experiencing more stress and unpredictability in their journeys. Nearly half (47%) of survey respondents reported that travel has become more stressful and unpredictable, and 32% expressed decreased confidence in airlines’ ability to manage disruptions. This lack of confidence is reflected in customer service demand, with 27% of travelers expecting longer wait times for assistance when problems arise.

The main frustrations cited by travelers include long wait times (46%), unresolved issues after customer service interactions (34%), receiving incorrect or incomplete information (28%), and a lack of timely communication from airlines (28%).

Preference for a Hybrid Service Model

While travelers are increasingly open to AI-powered customer service, expectations remain high for both speed and quality. The survey found that 24% of travelers would be more loyal to an airline offering 24/7 AI service, but 28% said a single poor AI interaction would decrease their confidence in the airline. More than half (53%) of respondents expect human support to be available at all times, even when AI is used.

A hybrid approach appears to be the preferred model, with 43% of travelers favoring a mix of AI for efficiency and the option to escalate to a human agent if necessary.

AI Adoption and Traveler Expectations

AI use in travel customer service is growing, though still in early stages. Among those who traveled in the past six months (69% of respondents), about 40% used AI for at least one travel-related task, such as booking (15%) or managing disruptions (13%). The most common complaint about AI was limited menu options (14%), followed by misunderstandings of requests (10%) and distrust of the technology.

Travelers want AI to provide real-time updates during disruptions (38%) and proactive guidance about potential delays or cancellations (32%). Many prefer AI for quick tasks, such as checking flight status (41%), answering questions about travel requirements (30%), and making in-flight adjustments (28%).

Impact of AI on Customer Loyalty

The survey found that AI interactions can have a significant impact on customer loyalty. Overall, 39% of respondents said AI interactions carry more weight—both positive and negative—than human ones. A positive AI experience would improve perceptions for 24% of travelers more than a positive human interaction, while 15% said a negative AI experience would harm loyalty more than a bad human interaction.

Survey Methodology

The survey was conducted by Dynata in April 2026 and included 1,000 U.S. consumers aged 18 and older. It examined attitudes toward AI in airline customer service, including trust, preferences for human support, and confidence in problem resolution.