2026AI智能体时代下的航空公司：人工智能落地指南与案例研究（英文）

Inourview,earlygenerationsof

AImachinelearningandgenerativewereveryusefultechnologybreakthroughs,buttheemergenceofagentic

capabilitiesrepresentsanunprecedentedopportunityforairlines.FromexecutingcommercialstrategiestosupportingdecisionsinanOperationalControlCentre(OCC),AIprovidesvariedcognitivecapacity.

Itmonitorstheenvironment,generatesrecommendations,and,crucially,

takesaction.Itoperatescontinuously;24hoursaday,inrealtime.An

AIagentwearetestingtodaywillhandleapassengercalltochange

aticketinaninstant.Unlikeearlyautomationattempts,thisisnotafragmentedexperience.

The

AIlocatesthebooking,understandsthe

request(irrespectiveoflanguage),proposesoptions,processesthe

rebooking,andinitiatespayment.Thisexampleisonlythebeginning

Weexpectagentic

AItoimprove

almosteveryairlineworkflow;fromnetworkplanningtodistribution.Agentic

AIarrivesatamomentwhenairlinesarealreadytransformingwithnewsystemsforOffer,Order,SettleandDeliver.AtAmadeuswere

buildingourportfolioofmodularretailingsolutions(AmadeusNevio)with

agentic

AInativelyembedded.Insomemodules,

AIwillsitbelowtheAPIsratherthanontopofthemmeaningitisclosertothedataand

businesslogicitneedstoprovidevalue.AIcanalsoaugmentourcurrentapplications,addingnewcapabilities.

Itwillhelpairlinestoextractmorevaluefromtheirsoftware,fasterandwithlesseffort.So,inparallelwithmakingearlystandaloneuse

casesliketheonementionedaboveavailabletoairlinesnow,wereworkingonaugmentingandreinforcingthefull

Amadeus

portfoliowith

AI,andwebelievethiswillbringevenmorevalueto

ourcustomers.Perhapsthemostexcitingdevelopmentistheabilityforagenticsystems

toconnectpreviouslysiloeddomainswithinandoutsideanairline.

Teams

of

AIagentsarebeginningtocommunicateandcollaborate,whichwillhelpairlinesovercomelongstandingchallengesarounddataintegration,

teamcoordination,decisionoptimization,andprocessalignment.Yetdisruptivetechnologiescanbeintimidating.

Theychallengeestablishedwaysofworkingandrequirestrongexecutivesponsorship,cross-functionalcollaboration,effectivechangemanagement,strong

governance,andaboveall,agenuinewillingnesstoexperiment.At

Amadeus,weareworkingcloselywithairlinesandtrustedpartnerssuchasMicrosofttounderstandhowwell-governedandcleverlyused

AIcandeliverrealvaluetotheindustry.

Alongsidedevelopingourown

agentic

AIsolutionsandintegratingthemintoourexistingportfolio,wereengagingwiththemain

AIplatformstoexplorehowwecanhelp

airlinescapturemorerevenue,streamlineoperationsandenhancethe

travelerexperience.Likeothermajortechnologychanges(e-Commerce,

NDC,cloudandOOSD)Amadeusis=nhasalltheanswers,collectivecollaborationwillbekeytounlockingthefullpotentialofthispowerful

newcapability.SincetheintroductionofChatGPTin2022,theworldhasbeencaptivatedby

ArtificialIntelligence(AI).Opinionsremaindividedonwhetherit

representsatruerevolutionorsimplythenextstageoftechnologicalevolution.Whitepaper:Airlinesintheagenticage

Amadeus.It’showtravelworkssmarter.1usecasesandideasforgettingstartedwith

AIAmadeus.It’show

travel

works

smarter.AirlinesintheagenticageAmadeusInsightsAgentic

AIwhitepaper

2026AirlinesAgentic

commerce:why

AI

will

transform

trip

planning

10Agentic

commerce:airline

direct

touchpoints

12Agentic

commerce:distribution

via

AI

assistants

13Why

agentic

AI

matters

07Governing

AI

agents

24Conclusion

30Connecting

the

dots

between

departments

with

multi-agent

systems

23Operations:breakingdownthesilos21Customerexperience:beyondrulesandsegmentation15Commercial,revenue

and

marketing:faster

time-to-market

through

automation

18Foreword

03Five

recommendations

for

successfully

adopting

agentic

AI

27Executive

summary

05IndexInmyview,earlygenerationsof

AI—machinelearningandgenerative—

wereveryusefultechnologybreakthroughs,buttheemergenceofagentic

capabilitiesrepresentsanunprecedentedopportunityforairlines.An

AIagentwearetestingtodaywillhandleapassengercalltochange

aticketinaninstant.Unlikeearlyautomationattempts,thisisnotafragmentedexperience.

The

AIlocatesthebooking,understandsthe

request(irrespectiveoflanguage),proposesoptions,processesthe

rebooking,andinitiatespayment.Thisexampleisonlythebeginning.WeexpectagenticAItoimprove

almosteveryairlineworkflow,fromnetworkplanningtodistribution.Agentic

AIarrivesatamomentwhenairlinesarealreadytransformingwithnewsystemsforOffer,Order,SettlementandDelivery.AtAmadeus,

we’rebuildingournextgenerationcoreairlinesystems(AmadeusNevio

andNavitaireStratos)withagentic

AInativelyembedded.Insomemodules,

AIwillsitbelowthe

APIsratherthanontopofthem–meaning

itisclosertothedataandabletopowerthebusinesslogicofrelevantapplications.AIcanalsoaugmentourcurrentapplications,addingnewcapabilities.Itwillhelpairlinestoextractmorevaluefromtheirsoftware,faster,and

withlesseffort.So,inparallelwithmakingearlystandaloneusecaseslikethecallcenteragenttoairlinesnow,we’reworkingonaugmentingandreinforcingthefull

Amadeusportfoliowith

AI,andwebelievethiswill

bringevenmorevaluetoourcustomers.At

Amadeus,weareworkingcloselywithairlinesandtrustedpartners

suchasMicrosofttounderstandhowwell-governedandcleverlyused

AIcandeliverrealvaluetotheindustry.

Alongsidedevelopingourownagentic

AIsolutionsandintegratingthemintoourexistingportfolio,we’reengagingwiththemain

AIplatformstoexplorehowwecanhelp

airlinescapturemorerevenue,streamlineoperationsandenhancethe

travelerexperience.Likeothermajortechnologychanges(digital,NDC1,

cloudandOOSD2),

Amadeusisinvestingtoidentifythebestwaystobringbenefitsforairlinesandtravelers.Thisnewwaveof

AIwillhelpusprogressinboundstowardsthegoalofasmoothandconnectedjourney,since

AIallowstravelerstosearch

foranentiretripratherthanaflight,thenacar,andfinallyahotel.Onthe

flipside,thisheightenstravelerexpectationsandincreasestheurgency

forthetravelindustrytocollaborateandprovidethatseamlessend-to-

endexperience.Ihopethisreportprovidespracticalinsightsandencouragesyoutoengageintheopportunitiescreatedby

AI.Whilenosingleorganization

hasalltheanswers,collectivecollaborationwillbekeytounlockingthefullpotentialofthispowerfulnewcapability.ForewordSince

the

introduction

of

ChatGPT

in

2022,

the

world

has

been

captivated

by

Artificial

Intelligence(AI).Whitepaper:Airlinesintheagenticage

Amadeus.It’showtravelworkssmarter.

3Cyril

TetazEVP

AirlineSolutions,

AmadeusFromexecutingcommercialstrategiestosupportingdecisionsinanOperationalControl

Centre(OCC),

AIprovidesvariedcognitivecapacity.Itmonitorstheenvironment,generatesrecommendations,and,crucially,takesaction.Itoperatescontinuously;24hoursaday,inrealtime.AtMicrosoft,weareworkingwithairlines,airports,and

partnerslike

Amadeustobringthebenefitsofagentic

AItotravel.Perhapsthemostexcitingdevelopmentistheabilityforagenticsystemstoconnectpreviouslysiloeddomainswithinandoutsideanairline.

TeamsofAIagentsarebeginning

tocommunicateandcollaborate,whichwillhelpairlinesovercomelongstandingchallengesarounddataintegration,teamcoordination,decisionoptimization,and

processalignment.Yetdisruptivetechnologiescanbeintimidating.

Theychallengeestablishedwaysofworkingandrequirestrongexecutivesponsorship,cross-functionalcollaboration,effectivechangemanagement,stronggovernance,andaboveall,agenuinewillingness

toexperiment.Ifyou’rekeentoexploretheseconcepts,IencourageyoutoengagewithMicrosoft

and

Amadeusaswecollaboratewiththeindustrytoaccelerate

AIadoption.Julie

ShainockGlobalMDforTravel,Transport&Logistics,Microsoft1

NewDistributionCapability(NDC)isanXMLdatatransmissionstandardforairlinedistribution2

Offer,Order,Settle,Deliver(OOSD)referstostandardsandtechnologyforairlineretailingWhitepaper:Airlinesintheagenticage

Amadeus.It’showtravelworkssmarter.

4AgenticAIis

emerging

as

a

transformative

forcein

the

airlineindustry,

drivenbyrapidconsumer

adoption

and

increasing

pressure

on

airlines

to

manage

costs

and

offertravelers

the

efficient

anduser-friendly

self-service

options

they

expect

today.Unlikeearlierversionsof

AI,agentic

AIcanunderstandtravelerintentthroughconversationalinteractions,respondingwithhighlypersonalizedoffersandservices.Bycombiningmulti-sourcedatamonitoringandextractionwithadvancedreasoning

andautonomousaction,itcompressesworkflows—fromweekstominutes—while

enablingfasterdecision-making,reducingmanualeffort,andcreatingnewcross-functionalopportunities.Airlinescandeployagentic

AIintwoprimaryways:enhancingtravelerexperiencesand

optimizinginternaloperations.Fortravelers,itenablespersonalizedtripplanning—withnaturallanguagesearchandbooking—complementedbyreal-timepost-bookingassistance,forexampleindisruptionscenarios.Internally,itempowersteamsbyautomating

workflows,sharpeningcommercialstrategies,andsupportingmoreinformed,data-driven

operationaldecisions.Agentic

AIdoesnotreplacecoreairlinesystems(suchasOrderManagement,Payment,or

PassengerServiceSystems).Butitdoesaugmentthemconsiderably,byleveragingtheir

dataandbusinesslogicandorchestratingactions.However,giventheprobabilisticnatureof

AImodels,deepintegrationwithreliablesystemsofrecord,suchas

Amadeus,alongside

arobustsecurityandcomplianceframeworkgoverningnot

justdataaccess,buttheintegrityofautonomousdecisionsthemselvesisessentialtoensuretrust,andintegrity.Whilegenerative

AIhadabigimpactontravel’sinspirationstage,agenticcommerceissettoreshapethenextstagesoftripplanningbyenablingconversational,intent-driveninteractionsthatoutperformtraditionalinterfaces.

Althoughthisisallstillevolving,emerging

protocolsaimtostandardizehow

AIagentscommunicate,transact,andcompletebookings.

Nowisthetimeforairlinestoexploreandengagewith

AIdistributionchannelstomaintain

reach,capturehigh-convertingtraffic,andsecurefirst-moveradvantage.Whitepaper:Airlinesintheagenticage

Amadeus.It’showtravelworkssmarter.

5Executivesummary•

Froma

customer

experienceperspective,agentic

AIovercomeslongstandingairline

challengessuchasfragmentedcustomerdata.Bysynthesizingdataacrosssystems,

AIcreatesaunifiedcustomerviewandindividualizesoffers,servicingandjourneyorchestration.Oncedeployedbyairlines,reinforcementlearningwillfurtherenhance

outcomesbycontinuouslylearningfromreal-timeperformance;optimizingoffersand

interactionsovertime.•

Commercially,

AIautomatesrevenuemanagementinsights,andthereforestrategy

development,andmarketingexecution.Itenablesrapidexperimentation,real-timeoptimization,andend-to-endcampaignautomation,significantlyincreasingagility

andreturnonmarketinginvestment.•

Operationally,agentic

AIintroducesproactive,multi-agentsystemsthatmonitorperformance,simulatescenarios,recommendandevenexecutedecisionsacross

domainssuchasdisruptions,turnaround,andcapacityplanning.

Thesesystemsimproveefficiency,reducecosts,andenablebettercoordinationacrosstraditionallysiloedfunctions.However,theadoptionofagenticAIintroducesrisks,includinghallucinations,bias,

anddatasecurityconcerns.Effectiveimplementationrequiresrobustgovernance

frameworks,combiningdeterministiccontrolswithhumanoversighttoensurecompliance,accuracy,andaccountability.Tosuccessfullyadoptagentic

AI,airlinesshouldstartnow,withtargetedusecases

thatmakesensefortheirbusiness.Butevenmoreimportantlyandpractically,they

shouldmakesuretheirdataisreadyandfitforusebyAIagents,ensuresystemcompatibility,establishgovernanceframeworks,andstartwithinternaleducation

andchangemanagement.Essentially,agentic

AIrepresentsaonce-in-a-generationshift,comparabletothearrivaloftheinternet.

Airlinesthatsuccessfullyembed

AIintotheirsystems,data,andprocesses—underpinnedbystronggovernance—willgainadecisivecompetitive

edge,deliveringsuperiorcustomerexperiences,increasedoperationalefficiency,and

acceleratedrevenuegrowth.Whitepaper:Airlinesintheagenticage

Amadeus.It’showtravelworkssmarter.

6“2026

will

be

a

defining

year

for

agenticAI

in

aviation.Over

thenext18months,most

airlines

willmove

fromexploration

to

real-world

deployment—embeddingagents

across

the

traveler

journey

and

core

operations.”JulieShainockGlobalMDforTravel,Transport&Logistics,MicrosoftAI

in

travel

isn’t

newNew

AmadeusresearchconductedinMarch2026

with1,000

travelersshowsthat

AIisalreadymainstreamintravel.With

nearly

8

in

10

travelers

using

AI

for

trip

planningThestudyshowsthatusetodayismainlyassistive,withonly6%relyingonAItohandle

‘most’oftheirtravelplanning.Theresearchhighlightstopconcernsas:•

Privacyanddata(35%)•

Accuracyandreliability(34%)•

Preferenceforcontrolandhumaninvolvement(27%)Withmostairlinemanagementteamsfocusedonincreasingrevenue,improvingefficiency,

andofferingabetterexperienceforpassengers,agentic

AIcanunlocksignificantgainsin

allthreeareas.Whitepaper:Airlinesintheagenticage

Amadeus.It’showtravelworkssmarter.

7Why

agentic

AI

mattersAIunderstandsatraveler’sintentmoredeeplythanpreviousgenerationsoftechnology.

Airlinescanharnessthisto:•

Createmoreattractiveofferstoincreaseconversion•

Providemorepersonalizedservicetoincreaseloyalty•

EnhancethecustomerexperienceateverystageofthejourneyBymonitoring,reasoning,recommendingandacting,

AIcollapsestraditionalworkflows

allowingtasksthattookweekstobecompletedinminutes.

Thishelpsairlinesto:•

Takebetterandfasterdecisions•

Reducemanualworkthroughautomation•

IdentifynewopportunitiesacrossdepartmentsJustinBundick,

VPAI

&

IntelligencePlatforms,Southwest

Airlines,viewsagentic

AIastransformative:“Today,

AI

agentscanexecute

predictable

processesand,inthefuture,

Ithinkthey’llevolvetobecometruedigitalco-workersthathelpusexpandbusinessvalue

streamswithbothhumananddigitalcapital.”Jóhann

ValurSævarsson,Director,Enterprise

Architecture,Icelandair,explainsthattheairlineisgraduallyadoptingagentic

AI:“Today,wehaveahandfulof

agentshandling

discreetworkflowsandmanyof

themaresuccessful.Wehaven’t

yetbuiltmulti-agentsystemsor

solvedtheorchestrationissue,butwecanalready

seethatagent-to-agent

co-operationisthefuture.”AI

augments

an

airline’s

existing

systemsIt’simportanttopauseandappreciatehow

AIwillinteroperatewithexistingsystems.AIwillnotreplaceexistingairlinetechnology.

An

AImodelwillnotstorethetraveler’sorder.

Itwillnotprocesstheunderlyingpayment.Itcantriggerthesetransactions,butitneeds

toworkwiththesystemsthatundertaketheseactionstodosoandtoprovidea

viewofthestateofeachtransaction.Airlinescanaccess

thesebenefitsbyapplying

AIin

two

ways:•

Fortravelers,AIdeliversaconsistentandpersonalizedexperienceacrossevery

touchpoint,frominspirationtobookingandbeyond,intocomplexservicingand

disruptionscenarios.•

Forairlines,

Agentic

AIexecutesworkflowsautonomouslyandhelpsteamsmake

smarterandfasterdecisionsthatimprovecommercialperformance,streamline

operationsandsimplifytraditionalworkflows.Whitepaper:Airlinesintheagenticage

Amadeus.It’showtravelworkssmarter.

8TruevalueisachievedwhenAIinterrogatesanairline’sexistingsystemstoorchestrate

keyprocesses,somethingthatcanbeverytime-consumingandalmostimpossiblefor

humanstodoinorganizationswithsiloedoperations.ConsideranairlineAIchatinterfacehelpingatraveleraddanancillaryservice.Weneed

ittohaveaccesstotheairline’sCustomerRelationshipManagement,loyaltyandproduct

catalogdata,soitrecommendstherightancillary.Italsoneedstotriggerthepayment,

perhapsbyinitiatingacard-on-filepaymentoraddingapaymentlinktothechat.Once

paymentismade,thetraveler’srecordneedstobeupdatedintheOrderManagementSystem(OMS)orPassengerServiceSystem(PSS).The

AIagentneedsaccesstodatasoitcanpersonalizetheofferandconnectivitytotheairline’ssystemofrecord(OMSorPSS)andpaymentsystem,soitcaninitiatethese

transactions.

That’swhymuchoftheworkforairlinesrelatestoreadyingexistingsystemstointerfacewith

AIagents.“AIwillsitontopofanairline’sexistingtechnology

core,and

success

willultimatelyhingeon

howwellthesetwoworldsareintegratedandoperatetogether”,

explains

Alexandre

Sbragia.“AI

is

not

a

complete

solution.Because

of

its

inherentlyprobabilistic

nature,

AI

cannot

on

its

own

provide

the

levelof

predictability,

trust,

and

precision

that

airlines

require

tooperate

their

core

processes.

Its

effectiveness—and

truepower—depend

on

tightintegration

with

trusted

systemsof

record

and

high-quality

data.”AlexandreSbragiaSVPEngineering,AirlineSolutions,AmadeusWhitepaper:Airlinesintheagenticage

Amadeus.It’showtravelworkssmarter.

9Naturallanguage

searchToday,tripplanninglargelyreliesonstructuredformscenteredaroundoriginanddestination

inputs.Weprovidethisinformationsometimeswithanindicationofourbudgetandreceiveoptions.Fromthere,wefilterthelist,perhapsbasedonouridealdepartureairport,

hotelfacilities,ortimings.Byenteringanaturaltwo-wayconversation,

AIagentsfliptoday’ssearchexperiencebyprovidingadetailedlistofrequirementsfromtheoutset.Unlikeaclassicsearchthatreturnsalonglistofflightswithlittlecontext,

AIassistantscansurfacericherinformation

fromthestart:seatconfigurations,ancillaryservices,andbundleoptions,givingtravelers

afarmorecompletepicturebeforetheyeverclickthrough.Thismeansmanytravelerswillperceivethenaturallanguagesearchexperienceassuperiortotheform-basedinterfacethetravelindustryhastraditionallyreliedupon.

This

isanotherreason

Amadeusexpectsagrowingnumberoftravelerstoplantripsusing

AI.GaëlleBristiel,SVPEngineering,Distribution&

AIDeliveryLead,

Amadeus,

shares:

“Alotofworkneedstohappenonsearchattheindustry

level,

sowecan

maximizethe

potentialof

agenticinspiration.

Amadeusisworkingtoseizethisopportunityforourcustomersandthewiderindustry:toconnectthetravelecosystemto

AI

assistants

at

scale.”Theonlywaytotrulyunderstandatraveler’sintentisthroughdirect,real-timeconversation.

Airline-owned

AIagentsand

AIassistantslikeMicrosoftCopilotdothis,so

theycandeeplyunderstandthetraveler’sintentduringtripplanning.

Thismeans

AIcan

helptoassembleatripthatbestmatchesthetraveler’sneeds.

However,enablingthisrequiresrobustfoundations;systemsthatcanbothsupply

AIwithaccurate,relevantdata

andexecuteitsdecisionswithprecision.Truly

personalized

trip

planningFordecades,thetravelindustryhasaimedtodelivertrulypersonalizedjourneystotravelers.Whileloyaltyinformation,travelerprofiles,browsinginsightsandpastpurchase

historyprovidevaluableinsightsintoatraveler’spreferences,theseinputsalonedonot

provideadefinitive,real-timeunderstandingofatraveler’sintent.Agentic

commerce:

why

AI

will

transform

trip

planningAgentic

AIpromises

to

significantlyimprove

the

tripplanning

experience

across

airline

owned

and

third-party

touchpoints.Whitepaper:Airlinesintheagenticage

Amadeus.It’showtravelworkssmarter.

10本报告来源于三个皮匠报告站（）,由用户Id:349461下载,文档Id:1283330,下载日期:2026-07-30Agentic

commerceprotocolsForagenticcommercetoflourish,technicalstandardsareneededtodefinehowagents

interactthroughouttheend-to-endflow,coveringcommunication,bookingandpayment.

Severalprotocolshavealreadybeenproposedandaregainingtraction.•

ModelContextProtocol(MCP):

Anopen-sourceprotocoloriginallymadeavailableby

Anthropic,whichcanbeconceivedasawrapperthatenables

APIstobeconsumedand

understoodby

AIagents.•

UniversalCommerceProtocol(UCP):

Aprotocolforagentstointeractwithoneanother

createdbyGoogleandShopify.UCPenablescheckoutandpayment.•

AgenticCommerceProtocol(ACP):

AnopenstandardcreatedbyOpen

AIandStripe

thatenablesbuyers,their

AIagents,andbusinessestointeractconversationallytocompleteapurchase.•

Agent2AgentProtocol(A2A):

AnopenprotocolfromGooglewithcontributionsfrom50

othercompanies,allowing

AIagentstocommunicatewitheachother,securelyexchange

information,andcoordinateactionsontopofenterpriseplatformsorapplications.•

NaturalLanguage

Web(NLWeb):

AnopenprojectdevelopedbyMicrosoftthataimsto

makeitsimpletocreatearich,naturallanguageinterfaceforwebsites,allowingusersto

querythecontentsofthesiteusingnaturallanguage,

justlikewithan

AIassistantorCopilot.Ultimately,themarketwilldeterminetheprotocolsthatunderpinagenticcommerce.Inthe

travelsector,however,thereisaclearopportunitytoinfluencetheevolutionofgeneralprotocolsalongsidetheneedfortravel-specificstandardsthatreflectthecomplexityof

traveloperations.Irrespectiveoftechnicalstandards,

Amadeuswillsupportairlinestoworkwith

AIassistants

inawaythatsecuresreachandconversionwhileprotectingtheirbrands.How

Amadeusis

supporting

Agentic

commerceToday,Amadeusprovidesearlyagenticsolutionssoairlinescanofferassistedtrip