Aeroflot Turns Its AI Chatbot Into a Digital Cashier

Aeroflot has turned its virtual assistant into a full-fledged sales channel, expanding beyond information support into real transaction processing.

Beginning in November 2025, travelers can now purchase add‑on services directly through the chatbot, without waiting for a call‑center operator or navigating multiple website menus.

The assistant handles services that traditionally required direct human involvement: selecting baggage‑hold seating for pets and arranging travel for animals in both the cabin and cargo compartment.

The chatbot is available across the airline’s digital ecosystem — the company website, the Android mobile app, and the iOS PWA. According to Aeroflot, roughly 170,000 unique users interact with the assistant each month, demonstrating strong demand.

A Shift Toward Intelligent Self‑Service

This rollout signals several important transformations. First, it shows that generative AI in Russia has moved beyond advisory roles and can now securely execute revenue-generating operations. Second, it highlights the evolution of passenger self‑service: travelers gain faster, more convenient access to key services, improving the overall journey experience. Third, the system reduces call‑center load and operational expenses while increasing ancillary revenue potential.

“Expert assessments show that by the end of this year, more than 80 percent of companies will be using chatbots, including on the front line of customer support. Every industry has its specifics — for airlines, passenger inquiries range from ticket‑exchange rules to the transportation of rare animals.”

Alexander Vedyakhin

First Deputy Chairman of the Executive Board, Sberbank

New Horizons for AI‑Driven Travel Services

Aeroflot’s digital team is exploring an expanded catalog of chatbot-enabled services, such as meal selection, priority boarding options, extra‑legroom seating, insurance packages, and airport lounge access.

In the longer term, the chatbot may integrate with partner ecosystems to support hotel pre‑check‑ins, transfers, and curated travel packages — creating a seamless, end‑to‑end travel experience.

For Russia’s IT sector, this initiative serves as a critical benchmark. If Aeroflot demonstrates measurable revenue growth and operational efficiency, similar AI‑driven solutions are likely to spread across airlines, hotel chains, rail operators, and logistics platforms.

A Case Redefining Industry Standards

Between 2023 and 2025, airlines worldwide accelerated adoption of AI agents capable not only of answering questions but completing commercial tasks. For Russia, Aeroflot’s innovation carries additional weight — it represents technological independence amid sanctions and reinforces the country's ability to build localized, industry‑specific AI systems.

Analysts expect that by 2026–2028, simplified purchasing processes will drive higher conversion rates and significantly expand ancillary revenue. Meanwhile, reduced call‑center reliance will cut operational costs.

Industry experts say the Aeroflot model could trigger widespread adoption of generative AI across service industries in Russia, signaling readiness for a broader technological shift.