South Africa’s low cost carrier, FlySafair, announced that it is using AI technology to streamline bookings for passengers. Picture: Supplied
As part of efforts to streamline its operations and deliver an exceptional travel experience for its customers, FlySafair revealed that it is using artificial intelligence (AI) to innovate and stay ahead of the curve.
According to the low-cost domestic carrier, it partnered with local UiPath Gold Partner Datafinity to boost its automation performance for bookings after being faced with the challenges of manual, repetitive work that could not scale.
As a result, the carrier implemented seven automations that have transformed key operational areas.
FlySafair's initial focus on optimising the flight booking process has paid off. Thanks to AI-powered automation, the airline has dramatically reduced the time it takes to manually create large group bookings — from 30 minutes to just five.
This significant improvement allows travellers to take the first seamless step toward their much-anticipated holidays with ease.
Additionally, by automating invoicing for partner flights, FlySafair has eliminated hours of manual effort while safeguarding vital revenue streams.
Commenting on this, Eswee Vorster, FlySafair's Executive Manager and CIO, said that this allows them to provide a hassle-free experience for customers.
“Running an airline means constant innovation, and innovation to me means doing the basics brilliantly, using technology to ensure people and processes work seamlessly.
“We built a demonstration, which showed a robot at work in a sandbox environment. My colleagues could see it operating at incredible speed on the screen, using the same interface as a human, but so much faster.
“They were instantly sold on the idea,” said Vorster.
The airline stated that naming the robots “Hercules” — a homage to Safair's legacy of heavy-lifting cargo planes — helped cultivate a sense of shared pride among long-serving employees, further aiding acceptance of the technological advancements.
Currently, FlySafair boasts two unattended intelligent robots working across its automated systems, yielding tremendous value to the business.
Yet, this is just the beginning; the airline is now poised to venture into more complex back-office automation to enhance operational efficiency as it scales.
As businesses across South Africa manoeuvre through economic uncertainty, FlySafair’s experience with the UiPath Platform serves as an illuminating example of how automation can drive operational excellence and unlock new growth opportunities.
“We're fortunate to have a culture that values innovation and improvement. It's part of our DNA. When we speak to colleagues about new technology, they know it will improve their work, not threaten their job,” said Vorster.