Real-time signals. Real-time revenue.
Twilio helps airlines turn fragmented operational signals into real-time passenger engagement.
Guide travelers through disruption, protect loyalty and unlock revenue – without scaling headcount.
The industry reality
Air travel isn’t short on communication. It’s short on confidence.
Passengers repeat themselves across apps, messaging, voice and agents. Service teams face unpredictable demand spikes that overwhelm operations. During delays or cancellations, contact centres flood with calls. Updates arrive too late, in the wrong channel, or not at all. High-intent moments to guide, reassure and assist are missed. And when passengers don’t feel informed, they take control themselves – refreshing apps, queueing at gates, calling support. In aviation, loyalty is shaped in these moments.
From fragmented interactions to seamless passenger journeys
Twilio's Orchestration Layer - The intelligence sitting above your stacks
Scale Without Headcount:
Automate disruption recovery and service spikes through intelligent workflows.
Persistent Context:
Every interaction is informed by the passenger’s full history, identity, and intent.
One Unified Voice:
Seamlessly bridge the gap between digital search and the terminal gate.
Trust during disruption. Revenue after recovery.
What unlocks this for airlines
Together these capabilities transform fragmented interactions into coordinated journeys that improve efficiency, increase conversion and strengthen passenger trust.
Passengers
stay informed.
Operations stay resilient.
Engagement becomes an opportunity.
FROM OVERWHELMED QUEUES TO CONFIDENT PASSENGERS
Airlines already send emails. They already have SMS. So why switch to Twilio?
Alert passengers before they arrive at the gate. Before they panic. Before they abandon you for a competitor.
Because your passengers don't need more notifications – they need the right message, at the right moment, with the right next step.
What this looks like:
Proactive notifications
Enable passengers to rebook, request help and resolve issues directly within messaging – powered by Twilio Messaging, automation and Flex when escalation is needed.
Actionable messaging
Every SMS, chat, email and call in one place. Agents see the full story. Passengers never repeat themselves. Context-aware engagement Use Twilio Segment to power personalized, context-aware offers – delivered in the right channel, at the right moment.
Unified service view
Lower cost-to-serve. Higher ancillary revenue. Stronger passenger trust – especially when it matters most.
The result?
PROVEN IMPACT IN AVIATION
97%
deliverability rate during IRROPS communications
ANA reaches passengers reliably during irregular operations – ensuring critical updates arrive when every message counts. Hundreds of thousands of disruption notifications delivered instantly with elastic infrastructure that scales automatically during crisis events.
“Passengers stay informed. Operations stay resilient. Engagement stays personal.”
All Nippon Airways (ANA)
Industry benchmarks:
70%
of customer support cases resolved while maintaining CSAT
increase in conversion on personalized campaigns
35%
deflection of disruption calls through actionable recovery
20–30%
Context doesn't just improve experience. It protects loyalty and drives revenue.
See how Twilio helps travel brands turn disruption into loyalty.
Turn operational signals into passenger confidence
Explore Twilio for travel
Philippine Airlines maintained exceptional customer satisfaction during peak disruptions by enabling proactive, real-time passenger engagement. Wait times reduced from ~60 minutes to under 1 minute. Real-time messaging scaled across disruption periods while contact center load decreased through in-channel resolution.
“From overwhelmed queues to confident passengers.”
Philippine Airlines
CSAT during major events (up from ~60%)
95%
Use arrows to see more case studies
The trust equation: Visualizing the journey from disruption to revenue
In aviation, trust is earned during disruption. Don’t let IRROPS damage your brand; transform them into a competitive advantage. Our latest infographic reveals how Twilio’s orchestration engine helps industry leaders like ANA and Philippine Airlines deliver proactive, real-time care that scales.
Download infographic
The APAC Airline Leader's Toolkit for Real-Time Engagement
The APAC leader's guide: 3 capabilities separating leaders from the rest
In a volatile Asia Pacific market, the gap between operational visibility and passenger experience is where loyalty and revenue are won or lost. Our executive guide identifies the three core capabilities separating industry leaders from the rest.
Download report
Access the proven strategies used by world-class carriers to scale service, automate recovery, and lead the next phase of aviation growth.
Twilio Airlines Solutions