LATAM Airlines Group is deepening its use of artificial intelligence and cloud-based technologies across multiple areas of its business, from aircraft maintenance and operational planning to customer service and inflight connectivity, as the carrier accelerates its digital transformation strategy.
Speaking to aviation publication Simple Flying during the 82nd International Air Transport Association (IATA) Annual General Meeting in Rio de Janeiro, Juliana Rios, Chief Information and Digital Officer at LATAM Airlines, outlined how AI is helping improve fleet utilisation, maintenance efficiency and customer experience across the airline's network.
The initiatives form part of a broader technology strategy that combines artificial intelligence, predictive analytics and cloud computing to improve operational performance while supporting growing passenger demand.
One of the most significant outcomes reported by LATAM has come from applying AI to maintenance planning.
According to Rios, the airline has used AI-driven scheduling tools to optimise the timing of A, B and C maintenance checks across its fleet.
The approach has enabled LATAM's fleet of approximately 380 aircraft to remain in service for longer periods, generating an additional 1,440 days of revenue flying activity.
The maintenance system analyses operational data, flight cycles, aircraft history and real-time telemetry to determine the most efficient maintenance windows while maintaining safety and regulatory compliance.
At the centre of LATAM's maintenance strategy is eMantto, an AI-supported predictive asset management platform.
According to information cited by Simple Flying, the platform works alongside digital maintenance solutions, including Lufthansa Technik's AVIATAR platform, connecting aircraft telemetry with maintenance workflows and scheduling systems.
Key reported outcomes include:
• Approximately 1,500 additional flying days annually.
• Around $50 million in overhead savings.
• Adoption by 92 per cent of engineers and mechanics.
• An internal satisfaction rating of 4.7 out of 5 from maintenance personnel.
The system equips technicians with mobile digital tools that provide immediate access to aircraft maintenance records, technical diagrams, parts catalogues and inspection data.
AI models also analyse technician reports and voice-to-text maintenance logs to identify recurring issues and support process improvements.
Beyond operational improvements, LATAM is increasingly using artificial intelligence to enhance customer engagement.
Rios told Simple Flying that customer interaction often begins months before a journey takes place, prompting the airline to invest in digital tools capable of supporting travellers throughout the planning process.
The airline has introduced AI-powered chatbots designed to assist customers with:
• Flight recommendations.
• Hotel suggestions.
• Restaurant and activity planning.
• Destination guidance.
• Shopping recommendations.
LATAM has also begun testing a more advanced concierge-style AI platform in selected markets, with wider deployment expected in the future following further refinement.
The airline's investment in digital capabilities has coincided with improvements in customer satisfaction indicators.
According to information shared by Rios, LATAM's overall Net Promoter Score (NPS) has reached a record level of 54.
Among premium customers, the score rises to 61, while digital customer interactions generate NPS levels exceeding 70.
The metrics suggest that the carrier's technology investments are contributing to stronger customer engagement across multiple segments.
LATAM is also investing heavily in onboard connectivity infrastructure.
Rios highlighted a $60 million investment with Viasat aimed at introducing next-generation satellite connectivity across the airline's network.
According to Aviation Talk, the project is expected to make LATAM the first South American airline to offer satellite-based Wi-Fi connectivity on intercontinental routes once deployed.
The initiative forms part of a wider effort to strengthen digital services before, during and after travel.
The technology rollout comes as LATAM continues to expand passenger volumes and improve financial performance.
According to figures cited in the report, the airline carried nearly 240,000 passengers per day during 2025, representing growth of more than 8 per cent compared with the previous year.
The company also recorded a 49 per cent improvement in net income compared with 2024, reflecting both operational and commercial gains.
LATAM's expanding use of artificial intelligence reflects a broader trend across the aviation sector, where airlines are increasingly deploying predictive analytics, automation and machine learning tools to improve efficiency and reliability.
For LATAM, the strategy extends beyond individual projects. AI is being embedded into maintenance decision-making, operational planning, customer engagement and frontline workflows.
As passenger demand continues to grow and airlines seek new ways to improve productivity, the group's experience highlights how digital technologies are becoming increasingly important to both operational performance and customer satisfaction.
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