South African Airways (SAA) has revealed plans to start using artificial intelligence (AI) to improve customer service and resolve complaints faster as part of its broader digital transformation efforts. The airline made this announcement in a statement shared on Monday, with key insights from its Regional Manager for Africa, the Middle East, and the Indian Ocean, Mr Ohis Ehimiaghe.
According to Ehimiaghe, AI-powered tools like virtual assistants and chatbots are already changing how passengers interact with airlines. He explained that these technologies will help passengers easily manage bookings, get boarding passes, and make travel enquiries without delays or the need for human agents. “By harnessing the power of AI, we can offer personalised travel experiences tailored to individual preferences, making air travel more enjoyable and efficient,” he said.
Speaking earlier at a Lagos Chamber of Commerce and Industry forum attended by aviation professionals, tech experts, and business leaders, Ehimiaghe stressed the importance of AI in today’s workplace. He noted that the aviation sector, like many others, is experiencing a major shift driven by AI and digital tools. He added that the rise of AI means job seekers must develop new skills that complement AI systems rather than compete with them. “As AI continues to automate tasks, workers must develop new skills that complement AI’s capabilities,” he said.
At the forum, SAA also used the opportunity to update stakeholders on its expansion plans. The airline announced it will soon begin new flight routes to Maputo, Mozambique, and Gaborone, Botswana. In addition, three more international routes are scheduled for launch in 2026, although specific destinations were not disclosed. These expansions come as part of a strategic growth plan aimed at increasing the airline’s presence across Southern Africa and globally.
Mr Ehimiaghe disclosed that South African Airways plans to grow its fleet to 50 aircraft within the next five years. This move is expected to support the new routes and improve flight availability for passengers across various regions.
In a show of support for its business partners and stakeholders in Nigeria, SAA’s Country Manager, Mrs Kemi Leke-Bamtefa, reaffirmed the airline’s commitment to sharing timely industry insights and training. She said that the airline understands how fast the aviation sector is evolving and wants its partners to stay informed and ready. “We are committed to supporting our partners with the critical information and skills they need to adapt, grow, and thrive in a changing aviation landscape,” she said.
The move to integrate AI into SAA’s operations comes at a time when global airlines are turning to technology to remain competitive and improve service quality. In Nigeria and across Africa, discussions about AI adoption are becoming more common, with experts calling for national policies to regulate and promote responsible use.
SAA’s announcement also follows recent developments in the Nigerian aviation sector, including the Federal Government’s N712 billion upgrade plan for the Murtala Muhammed International Airport (MMIA) in Lagos. Industry analysts believe that regional airlines like SAA introducing modern technology can help raise standards and improve passenger satisfaction across the continent.
As artificial intelligence continues to gain traction in the global travel industry, South African Airways says it remains committed to blending innovation with customer satisfaction, efficiency, and operational excellence.
