Emirates would like to know what you need before you ask: AI, biometrics and the future of flying

Dubai-based Emirates is pioneering a more personalized approach to flying by leveraging artificial intelligence (AI) and biometric technology. According to Keenan Hamza, the airline's vice-president of Innovation and New Technologies, the future of flying will be less about passengers requesting services and more about the airline anticipating and meeting their needs.

To achieve this, Emirates is developing a comprehensive understanding of each passenger throughout their journey, from pre-travel planning to post-travel follow-up. This encompasses personalizing services based on factors such as age, family status, and travel companions. Onboard, the airline aims to deliver amenities like tea or coffee before passengers even ask for them.

This vision relies on a combination of AI and biometric identification technologies. Hamza emphasized that Emirates is investing heavily in research and development, with its R&D capabilities now larger than ever and its robotics team having doubled in size. The airline is also focusing on maintaining control over its innovation pipeline and is already utilizing AI to streamline tasks such as hotel partnership contract processing.

In parallel, Emirates and Dubai Corporation for Tourism and Commerce Marketing are working closely together, sharing data on passenger flows and market trends to identify opportunities in various markets. This collaboration has contributed to Dubai's transformation from a mere transit destination to a prominent stopover and even a destination where visitors increasingly choose to stay, especially in the wake of the COVID-19 pandemic.