Assessing the impact of using chatbot technology on the passenger experience at EgyptAir

Document Type : Original Article


Tourism Studies Department, Faculty of Tourism and Hotels, Minia University


As passengers engage with airline chatbots, useful information about their preferences, actions, and worries is gathered. Airlines can use this information to make well-informed decisions. These choices help them provide better services and develop more focused marketing plans. They also improve the experience of customers.
The purpose of the research is to evaluate EgyptAir's usage of chatbots and how they improve traveler experiences. This study assessed the reasons for using airline chatbots, as well as their benefits and drawbacks. The research used a descriptive analytical technique through an online questionnaire. The questionnaire was disseminated using social media, namely Facebook, Instagram, and WhatsApp, among EgyptAir's passengers (N = 792). The study included several statistical techniques. The findings indicate that passengers' primary use of chatbots at EgyptAir is to obtain assistance or information regarding travel reservations. One of the most popular benefits of deploying chatbots, according to the study's analysis of the data, is that many travelers can easily plan and reserve a trip with a chatbot. According to the research, EgyptAir should use Hubtype's technology to specifically update its chatbot AI app to meet the needs of its passengers. In order to provide their customers with quick and effective customer care, it is fully interactive with graphical elements and automated using artificial intelligence.