LOT pilots AI voice agents to answer passengers' calls in Polish and English
LOT Polish Airlines is piloting ElevenLabs voice agents on its customer hotline from summer 2026, answering routine questions about reservations, changes and flights in Polish and English and passing harder cases to staff. The pilot runs at selected hours, and no results have been published.
The operating picture
A voice on the hotline
SP-LLF Boeing 734 LOT Polish Airlines (13893752324). Photograph: Aeroprints.com / CC BY-SA 3.0 (cropped to fit). Illustrates the airline, not an AI deployment.
LOT carried a record 11.7 million passengers in 2025 and flies to more than 100 destinations, according to ElevenLabs. Its hotline absorbs the surge in routine calls that comes with disruption and peak travel.
LOT's earlier commercial work with FLYR, announced in 2022, appears in the wider register.
Selected implementations
The work behind the evidence
01 / Pilot
Voice agents for routine calls
The operational problem
When many passengers call at once, routine questions fill the queue and passengers with complex problems wait longest.
What the evidence reports
LOT said on 1 June 2026 that ElevenLabs' ElevenAgents voice assistant will answer common hotline questions on reservations, travel changes and flight details, resolve simple requests without a queue, and transfer complex cases to a consultant along with the relevant information. The pilot starts in the 2026 summer season at selected hours, in Polish and English, with more languages, chat and the mobile app planned. Chief executive Michał Fijoł said the cooperation "will help enhance the quality of passenger interactions".
Operational significance
Callers are often the passengers most pressed for time, and the design keeps people on the line for anything beyond routine requests.
Evidence still needed
The pilot is at an early stage. LOT has given no call volumes, resolution rates or start date beyond the summer season.
A source can verify an announcement without verifying its projected outcome.
The wider register
Other tracked activity
Other records are shown separately, including non-AI technology and programmes at different stages of deployment. A register entry does not establish a measured AI benefit.
LOT strategic alliance with FLYR Labs · Reported · unverified
In October 2022 LOT formed a strategic alliance with FLYR Labs to deploy FLYR's AI revenue platform, FLYR said on 5 October 2022.
A source can verify an announcement without verifying its projected outcome.
Editorial assessment
LOT is testing AI on the phone, where passengers are often least patient, with a person behind every call the agent cannot resolve.
Resolution and transfer figures from the pilot would show whether it extends to more languages and channels.
Live data from the Aerostack register. Status reflects published evidence only. See Our approach for how records are graded.
Aerostack register · 2 tracked deployments
Aerostack tracks AI deployments across airports and airlines, with the published evidence behind each record. Photography is real aviation imagery. Record thumbnails may show the named airport or airline; other photographs do not.
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