FlySafair, a leading South African airline, is harnessing artificial intelligence (AI) to revolutionize its operations and enhance passenger experiences, setting a new standard in the aviation industry.
Confronted with the inefficiencies of manual, repetitive tasks, the airline adopted UiPath’s automation technology to streamline its processes while staying focused on delivering exceptional service. Collaborating with local UiPath Gold Partner, Datafinity, FlySafair has implemented seven key automations, dramatically improving core operational areas and customer satisfaction.
Handling approximately nine million passengers annually, FlySafair prioritized simplifying its flight booking process. By deploying AI-driven automation, the airline reduced the time required to manually handle large bookings from 30 minutes to just 5 minutes. In addition, the streamlined billing process for partner flights has saved countless hours of manual labor while safeguarding critical revenue streams.
“Running an airline demands constant innovation,” said Eswee Vorster, FlySafair’s Executive Manager and CIO. “For us, innovation means excelling at the fundamentals and leveraging technology to ensure seamless interaction between people and processes. This approach enables us to offer our customers a hassle-free experience.”
To foster enthusiasm for AI among employees, FlySafair adopted a hands-on approach. “We demonstrated the technology live in a sandbox environment, showing robots operating faster than humans while using familiar interfaces,” Vorster explained. This tangible showcase quickly won over employees, helping them embrace automation as a tool to improve their work rather than as a threat.
Naming the robots “Hercules,” a nod to the airline’s history with heavy-lift cargo planes, further inspired pride among long-serving staff. This strategy helped drive acceptance and excitement for the new technology across the organization.
FlySafair currently operates two intelligent, unattended robots that enhance operations and add significant value to the business. Looking ahead, the airline plans to expand automation into back-office processes to further boost efficiency and scalability.
“We’re fortunate to have a culture that values innovation,” Vorster added. “When we introduce new technologies, our teams understand they’re designed to enhance their roles, not replace them.”
As South African businesses navigate economic challenges, FlySafair’s success with UiPath’s automation platform demonstrates the potential of AI to drive operational excellence.
The airline’s journey serves as an inspiring example of how innovation can unlock growth opportunities while maintaining a focus on employees and customers alike.