top of page

AI Case Study

International Airlines Group enhances in-flight customer experience with AI

International Airlines Group has leveraged Black Swan Analytics' technology to offer their passengers a better in-flight costumer experience. Black Swan Analytics are providing IAG's lowcost airline, LEVEL, an integrated system to assist on-board operations. The system offers personalised service to customer as it learns their preferences with the use of AI.




Project Overview

"Our approach featured user-centric design and Rapid Application Prototyping methodologies. We designed, architected, developed, tested and delivered a complete in-flight customer experience system in just 12 weeks, to meet Level's inaugural flight deadline.

* Enables mobile phone card payments
* Works with any device
* Pairs customer’s device to seatback
* Can work on any aircraft
* Customers can create and personalise accounts
* Uses AI to understand passenger DNA"

Reported Results

"For the first time passengers can pair their device to seatback, to browse and buy the latest film, TV and music releases, food & drink, duty-free goods and Wi-Fi packages. Plus they can order and make payments safely and securely direct from their phones – even when the plane is offline and internet connectivity isn't available."




When IAG launched LEVEL – an ‘unbundled’ transatlantic airline offering long-haul flights with low ticket prices – they needed a ‘shop in the sky’ which could take card payments from any device (including seat-back) to offer ancillary on-board purchases.



bottom of page