Flying Smarter: How Southwest Airlines Uses AI to Transform Travel

Airlines are built on precision. A single delay can ripple across routes, schedules, and customer experiences. In Episode 2 of Prompting Potential, Angela Marano, Executive Advisor & VP of AI and Data Transformation, and Nicola Smith, Senior AI Programs Advisor at Southwest Airlines, reveal how AI is transforming aviation to be smarter, faster, and more human-centered.

At a time when the travel industry is under pressure to do more with less, their lessons go far beyond aviation, they offer a blueprint for every business leader navigating AI adoption. 

From predictive analytics to responsible governance, their insights highlight how AI can tackle complex challenges while keeping the human experience at the core. Here’s some of the topics mentioned from the conversation.

Predicting Disruptions Before They Happen: Delays cost airlines millions and frustrate passengers. By using predictive AI, Southwest can analyze weather, crew schedules, and aircraft data to spot disruptions before they cascade. This approach doesn’t just save money; it protects the customer experience.

Keeping Travel Human in the Age of AI: For Angela and Nicola, AI is about  enhancing people. From check-in to boarding, AI handles repetitive tasks so staff can focus on empathy, service, and building trust with travelers. It’s a model every industry can learn from: automation should amplify the human touch, not erase it.

Building Trust Through Responsible AI: In aviation, the stakes couldn’t be higher. That’s why governance, transparency, and ethics must come first. AI adoption is only sustainable if passengers and employees can trust the systems behind it. Responsible AI is not optional—it’s the runway to scale.

Leadership as the Ultimate Flight Path: Technology is only as powerful as the leaders guiding it. Angela and Nicola stress that empathy, curiosity, and accountability are the real enablers of AI transformation. In an industry where change is constant, leadership becomes the difference between flying smarter and getting grounded.

Watch the Full Episode below: