Kiwi.com He has celebrated in its offices in Barcelona a meeting with specialized media to publicize the latest news of its application, explain its innovation strategy and share the results of its most recent Flight Disruptions Report. During the day, Michal Šindelář, VP of Product; Dalibor Glaich, director of Engineering for Cs Systems & Search Backend; and Mario Gavira, VP of Growth & Brand They offered their vision of the future of digital trips, the role of artificial intelligence and the importance of strengthening the traveler’s confidence.
The main concerns of the traveler
In his initial speech, Michal Šindelář stressed that the company has put the focus on the three great passenger concerns: The price, documentation during the trip and cancellations. “Our goal is that the traveler always has the option to access the best price, to all the necessary information, such as automatic check-in or digital shipping card, and an immediate solution when something fails”he explained.
Šindelář recalled that the Kiwi.com Guarantee He has already protected more than 1.5 million passengers worldwide. “We do not want the client to wait weeks at an airline refund. Our guarantee offers an immediate alternative to reprogram its trip in minutes, with any airline available in our inventory”he added.
The executive also announced the new version of the service, Guarantee Flexiwhich will allow to cancel or modify the flight even by decision of the passenger himself: “With flexi, the traveler wins total freedom. If you change plans, you can receive reimbursable credits to use them in future reserves”.
Kiwi.com: Iay customization
The day continued with the intervention of Mario Gavira, who stressed that the artificial intelligence It is already an integral part of the kiwi.com model. “Today we automate 100% of the initial exchanges with customers and, in 80% of the cases, the consultation is resolved without human intervention. That allows us to climb the service without limits during demand peaks”he said.
Gavira also highlighted the use of AI in marketing and customization: “We are applying these technologies to adapt campaigns in social networks and within our own app, adjusting the offer to the behavior of each user. The objective is clear: that the client feels that the experience fits what he really needs”.
In Kiwi.com we automate 100% of initial exchanges with customers and, in 80% of cases, the consultation is resolved without human intervention. That allows us to climb the service without limits during demand peaks
The manager pointed out that Spain is one of the most advanced countries in travel digitalization, but with a change of habit in progress: “More and more users plan their trips with tools such as chatgpt or gemini instead of consulting multiple web pages. It is a rapid change that will continue to grow”.
Customer service enhanced by AI
For its part, Dalibor Glaich He focused his speech on the transformation of the customer service. As indicated, the company currently manages the 80% of consultations with automated systemswhich has allowed improving the speed and consistency of the answers.
“The key is scalability. When incident peaks are produced, AI helps us maintain consistent and predictable response times”he said. For Glaich, automation does not imply losing quality: “We measure everything with surveys and feedback, and satisfaction rates have improved despite the fact that much of the interaction is already managed by virtual agents”.
He also recalled that although technology covers most cases, there is always 20% of situations in which human intervention is necessary: “There the human touch comes into play, but the bulk of the consultations is already resolved automatically and with very positive results”.
The value of creativity in the era of algorithms
Beyond technology, Gavira also wanted to highlight the importance of creativity in an environment dominated by AI: “We are in the golden age of creativity. Before we had to choose between three campaign ideas because implementing them was expensive and slow. Today, with the new tools, we can launch 20 different ideas in a week and see which one best connects with customers.”.
The impact of geopolitics and strikes on aviation
Flight Disruptions Report – August 2025analyze the main causes of aerial interruptions globally. The results confirm the weight of external factors in aviation, such as Conflicts in the Middle Eastresponsible for 76.7% of the incidents137% more than in August 2024. In some countries in the region, up to 40% of the flights suffered alterations.
On the other hand, the strikes in the air sector: Although they represented 4.2% of the cases, they increased 229% year -on -year, becoming the main threat perceived by passengers. In Europe, 19 stops were registered only in August, from Marseille air controllers to land staff protests in Spanish and Portuguese airports.
To this were added meteorological episodes such as the storm Floris in the north of the United Kingdom or the Typhoon Podul in Taiwanwhich forced to cancel more than 400 flights between national and international. According to Tom Parry, Head of Business Resilience of Kiwi.com, the current situation is not defined by chaos, but by the Constant uncertainty“A short strike can cause localized delays, while a prolonged pilot strike can paralyze a complete network of flights.”
Kiwi.com: A platform that reinvents the flight reservation
Founded in 2012 in the Czech Republic, Kiwi.com has established itself as one of the world’s most innovative travel platforms. Its great differential lies in a own algorithm capable of making billions of daily searches and combining flights from different airlines (including low costs that have no agreements with each other) to create cheaper and more flexible routes than those shown by traditional search engines.
Every day, the platform processes more than 100 million searches and manage millions of reserves globally. To this technological capacity is added an added service that makes the difference: the Kiwi.com Guaranteea guarantee that protects the traveler against delays, cancellations or connection problems, offering immediate alternatives without waiting for the airline’s response.
Referent in resilience for the traveler
With the combination of own algorithms, artificial intelligence, evolutionary guarantee services and a focus focused on customer experience, Kiwi.com seeks to consolidate as much more than a reserves engine. His ambition is to become a reference in resilience and protection against uncertaintyoffering travelers control, flexibility and security in an increasingly unpredictable global context.
