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7 min read How Medallia and Ada are closing the customer feedback loop for good
Feedback is only useful if you act fast. Ada and Medallia turn lagging insights into instant action and CX that keeps getting smarter.
deliver premium service to travelers—without the overhead
Automate high-volume airline inquiries — including IROPs — and scale multilingual support instantly, cutting costs, wait times, and manual effort.
ada’s business impact on a global airline in Malaysia:
reduction in wait times in 4 weeks
increase in ancillary revenue
increase in CSAT
of interactions autonomously resolved
languages supported
interactions per second
ada voice in real life
Meet Tripp, ada’s AI agent for the travel industry.
Ask Tripp the questions below to see Ada Voice in action!
Talk to Tripp
or call
+1 888-416-7926
- ask how Tripp’s day is going
- tell her to “hold on,” “wait a second,” “repeat that”
- mention if your day’s been rough, kids are noisy, etc.
- jump in and interrupt, she can handle it!
- Ask to help you look up the status of your flight (Confirmation number: 2V59T7, Last name: Jackson)
- Request additional booking info, such as meals, baggage allowances, or departure/arrival airport
- ask about baggage fees or how to manage your booking via the app
- request a text with information on what to do if your flight is disrupted
- ask about potential discounts
- bonus: ask her to repeat steps or pause while you catch up
- say you are stressed out and really just want a person to help you rebook your flight
- Say that you are super happy with Ada Airlines and would love to sign up with Ada.
top customer service challenges in travel
40%
of travel inquiries are repetitive, low-value tasks
74%
of travellers are more likely to rebook if support is in their language
60-80%
higher daily rates during peak periods
elevate traveler loyalty with always on, AI-first support
automate your most common inquiries
Reduce the cost to serve, and improve traveller satisfaction with an AI agent that handles processing refunds, baggage status, seat selections and more.
speak every traveler’s language
Support customers in 50+ languages, tuned to local expectations and cultural context.
scale support instantly
Effortlessly manage peak periods—planned or unexpected, from holiday rushes to weather disruptions—without increasing headcount.
boost ancillary revenue with personalization
Upsell upgrades and loyalty rewards with real-time, one-to-one interactions.
accelerate resolution of complex issues
Tackle multi-step requests—like rebookings or meal changes—without slowing down service.
meet your AI-powered airline crew
Give feedback on past traveller interactions— fine-tune tone, add context, and adjust answers. The AI agent applies the feedback for future interactions, continuously improving results over time.
Monitor key metrics like automated resolutions, CSAT, NPS, and more
Deliver uninterrupted experiences with Ada’s platform, which offers 99.9% uptime.. Built-in redundancy and automated fallback mechanisms ensure that if one provider goes down, others seamlessly take over.
Out-of-the-box integrations with your favorite tools—plus a robust suite of APIs to connect other external systems and maximize the impact of your AI agent.
“Cebu Pacific has always been at the forefront of innovation, striving to provide extraordinary travel experiences. Partnering with Ada allows us to set a new benchmark in customer service by leveraging AI to better serve our passengers.”
Candice Iyog
Chief Marketing & Customer Experience Officer at Cebu Pacific
Turn your SOPs into automated workflows with Playbooks
Let your AI agent manage bookings, rebooking, and loyalty inquiries in real time. Playbooks help your AI agent resolve high-volume workflows with the same logic, precision, and policy adherence as your human team. Every step is executed exactly how you define it—no delays, no escalations.
the AI customer service agent airlines trust
Confidently escalate high-value or sensitive inquiries to human agents—on your terms.
Every answer aligns with your CX standards. No guesswork, no brand drift.
Deliver unified support across chat, SMS, voice, email, WhatsApp, and more with one AI agent and one platform.
Ada supports industry-specific needs like GDPR, SOC 2 Type II, DOT/EU261 automation, WCAG accessibility, and union workflows—ensuring compliance without compromising CX.
why top airlines trust ada
customer interactions powered
more productive than human agents
of conversations autonomously resolved
uptime of uninterrupted service
