In a future-focused session on artificial intelligence (AI) innovation in the air transport industry during the co-located APEX FTE EMEA and Ancillary & Retailing events in Dublin (10-12 June 2025), leaders from daa Labs and Turkish Airlines Technology shared how they’re transforming the passenger experience and operational performance through AI, automation, and digitally enabled ecosystems.
Moderated by Andrew Price, Aviation Consultant at Opermium, the conversation showcased two very different – but equally ambitious – approaches to innovation: one from an airport operator redefining the digital airport journey, and one from a major carrier pushing toward a fully integrated, personalised travel experience.
Dublin Airport’s digital reinvention
Ruairí Kell, Head of Innovation at daa Labs, opened the session by explaining how the innovation team is bridging the gap between traditional airport IT and agile digital experimentation. “Our job is to translate passenger needs into practical solutions that improve both experience and efficiency,” he said.
daa Labs’ recent launches include a new website and mobile app, as well as Dub Rewards, a loyalty programme designed to connect with passengers in more meaningful, personalised ways. From state-of-the-art security scanners to dynamic digital signage that adapts to passenger profiles, Dublin Airport is aiming to replicate the seamlessness of the physical journey in the digital space.
On the operations side, AI-driven smart turnaround technology is being trialled to reduce aircraft turnaround times, aided by autonomous ground vehicles, FOD detection systems, and robotic inspections of aprons and runways. Kell also highlighted a sensor-based approach to facilities management, including bathroom maintenance and lounge occupancy prediction, as a way of removing friction from the airport experience.
daa is also innovating across retail and services – smart vending, interactive digital signage in duty free areas, and onward travel support for arriving passengers are just some of the ways the airport is reimagining its role as both a hub and host.
Turkish Airlines: from national carrier to digital powerhouse
Hakan Sögüt, SVP of Customer Solutions at Turkish Airlines Technology, shared how the airline is executing an ambitious strategy to become one of the world’s top three airlines for digital passenger experience.
At the heart of this vision is Turkish Airlines Technology – the carrier’s dedicated innovation arm – which has developed a number of integrated solutions to enable personalised, seamless, and inspiring travel journeys. Among the highlights are:
- A biometric journey solution now available on domestic flights in Turkey, offering enrolled passengers a frictionless airport experience.
- A multimodal AI chatbot, powered by large language models, capable of managing customer queries across multiple platforms.
- The development of an MCP server, enabling scalable deployment of public LLM services, tailored for both frequent flyers and tech-savvy travellers.
Connectivity remains a core focus. The airline’s TK WiFi platform is already live across lounges, flights, and hubs, and Turkish Airlines’ mobile app – which Sögüt described as a “travel companion” – is continuously evolving, with features like live updates, trip management, and real-time notifications.
Looking ahead, the airline plans significant investment in modern airline retailing, building a full stack of digital solutions in partnership with leading tech providers. “It’s about simplifying the journey and making it personal,” Sögüt said. “Not just offering the best price but being present when things go wrong – and making sure they go right again.”
Human-centred innovation with AI at the core
Moderator Andrew Price closed the session by underscoring a key theme – while AI, automation and connectivity are transforming the aviation landscape, the passenger experience must remain central. Both Kell and Sögüt echoed this sentiment – that the most effective digital innovation removes friction, anticipates needs, and frees up humans to deliver meaningful service where it counts.
From smart turnarounds to biometric boarding and predictive retail, the session made one thing clear: the next era of aviation will be shaped not only by how we fly – but how intelligently we connect every step of the journey.
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