Air New Zealand has announced a collaboration with OpenAI to expand the use of artificial intelligence across its operations and corporate functions. The airline will use enterprise versions of OpenAI technologies to test and apply use cases in customer service, planning, and operational support.
The agreement provides 3,500 corporate staff with access to Companion AI, Air New Zealand’s deployment of ChatGPT Enterprise. The airline has already developed more than 1,500 Custom GPTs to streamline internal processes and support day-to-day decision-making.
Early areas of exploration include strengthening self-service options for passengers, supporting integrated planning across maintenance and operations, and using data-driven insights to help staff make more informed decisions. The airline is also looking at how AI tools can be applied in corporate workflows to increase efficiency.
Nikhil Ravishankar, Chief Digital Officer at Air New Zealand, said the collaboration forms part of the airline’s broader digital programme.
“We see AI as an opportunity for our team at Air New Zealand and a way to improve experiences for our customers," he said. "It helps us solve problems faster, serve our customers better, and reimagine how work gets done. By working directly with OpenAI, we not only access leading-edge technology but we also shape how it’s used in the real world.”
Oliver Jay, Managing Director of International at OpenAI, said the airline’s use of Custom GPTs was a sign of rapid uptake.
“Air New Zealand is taking meaningful steps to bring AI across key parts of its business using OpenAI's technology," he said. "We have been particularly impressed with how quickly they have built over 1,500 Custom GPTs to introduce efficiencies to internal workflows.”
A Custom GPT in ChatGPT allows teams or enterprises to create tailored AI assistants that incorporate company-specific data or workflows. For the aviation sector, this could mean building tools to support planning, operations, or customer service without requiring advanced coding expertise.
Air New Zealand said its AI programme is being implemented with a focus on responsible and ethical use, ensuring that deployment aligns with governance and customer care standards.
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