Riyadh Air and IBM: The Full AI-Native Airline Model

Riyadh Air and IBM have announced their plan for an AI-native airline at IBM Think Riyadh 2025. The announcement follows a period of joint development in which IBM Consulting has worked with Riyadh Air from the point of the airline’s formation. 

According to Adam Boukadida, Chief Financial Officer at Riyadh Air, the carrier approaches the decision with a focus on long-term operations.

Adam says: “We had a clear choice: be the last airline built on legacy technology or the first built on the platforms that will define the next decade of aviation.

“With IBM, we’ve stripped out fifty years of legacy in a single stroke. Riyadh Air isn’t just built for today; it’s built for the future and creating a pathway for many airlines to follow in the years to come.”

The airline positions itself as AI-native by leveraging IBM Consulting’s sector experience, partner network and IBM watson X Orchestrate to design and run processes across its business functions.

IBM Consulting manages 59 workstreams and coordinates more than 60 partners, including Adobe, Apple, FLYR and Microsoft. IBM applies its IBM Consulting Advantage platform to support consistent delivery and alignment across the project.

Mohamad Ali, Senior Vice President of IBM Consulting, links the partnership to changes in enterprise design.

Mohamad says: “By embedding AI into the very foundation of its operations, Riyadh Air is setting a new blueprint for what it means to build a modern, adaptive enterprise from the ground up.

“As a company born in the AI era, Riyadh Air is redefining what’s possible in aviation and it’s been a privilege for IBM to help make that vision a reality.”

Riyadh Air, owned by the Public Investment Fund, began operations in 2023 and is preparing a network plan that extends to more than 100 destinations by 2030.

The airline plans to adopt a full-service model, supported by digital processes and aircraft equipped with advanced cabins and connectivity systems. It expects its digital operating model to support decisions on performance, commercial planning and safety as it scales.

IBM Consulting and Riyadh Air integrate employee and guest systems

Riyadh Air introduces employee systems designed around generative and agentic AI. The airline plans a digital workplace in which HR and workflow functions sit behind a single, chat-based interface.

As it prepares to expand its workforce over the next year, the platform intends to support employee and manager transactions through automated processes. Crew engagement sits within the same environment.

Riyadh Air uses IBM watsonx Orchestrate to design an AI-based digital concierge for crew members. The system identifies the journey’s context and proposes the following actions for staff in cabins and on the ground.

These functions include prompts to offer fast-track services to passengers who may be at risk of missing a connection.

Customer care uses a similar deployment model. Voice bots and agent-assist tools operate alongside call-centre staff. These tools leverage contextual data to shape interactions and guide agents in understanding traveller needs.

It frames the approach as combining digital channels with human involvement to ensure responses match the complexity of specific passenger enquiries.

Enterprise performance and data strategy at Riyadh Air

Operational planning sits at the centre of the partnership. Riyadh Air adopts an enterprise performance management suite developed by IBM Consulting to unify financial, commercial and operational data.

The suite automates planning, budgeting, forecasting and analysis to support decision-making. By starting with no legacy architecture, Riyadh Air establishes a structure in which route profitability, network planning and cost control sit within a single digital environment.

It outlines how the approach forms the basis for future revenue models. With real-time data and integrated forecasting, Riyadh Air expects to adjust capacity and evaluate new services in a repeatable way.

The model allows the airline to revisit its network plans as it approaches its target of serving millions of passengers by 2030.

IBM and Riyadh Air describe the airline as an AI-native enterprise built on a digital architecture that supports long-term growth, regional connectivity and data-driven operations.