How LOT Polish Airlines Is Transforming Customer Experience with AI — ElevenLabs Summit Warsaw 2026

[music] When people think of an airline, they think of airplane, cabin crew, pilots and destinations they can fly to and rightly so. People, connections and aircraft at at the very heart of what we do today. lot operates a fleet of nearly 90 aircrafts with another 100 on order. regional Embria and very soon 8220 Airbus and also the modern Boeing family 737 Max for our um middle hall roots in Europe and Middle East as well as Dreamlininers 787 to serve our routes to desert San Francisco, Chicago, Saul, Toronto to mention just a few of them and many more many more will come. But a modern airline is much more than that. Much more than just airplanes and cruise. At lot we have nearly 200 IT systems. They support every part of our business. flight operations, sales, planning, communication, finance, analytics for our passengers. This systems they support everything from planning the journey through purchase of a ticket to managing the entire digital passenger experience through our app. By the way, check it out. for our business. There are such systems. They support crew planning, flight operations, revenue optimizations and maximization of that. It's obvious marketing activities and analysis of of the vast amount of data. And imagine a Dreamliner during one flight can generate as much as half a terabyte of data and we have 600 flights daily over 100,000 a year. This industry is often called a um red ocean. Why so? very simple because we need to compete but at the same also collaborate with all the biggest players of the world. What we need to work with this to work and compete with other airlines is to have the leading technology providers. While being here on the stage with 11 labs, I will not mention their names, but let me say simply all the biggest players are already with us. To compete with the global players and to get attention and proper and and to provide our passengers with a proper service, we need to have best-in-class IT technology stock. And this is something I'm really proud of. The last decade was a time of huge investment both in in terms of time and resources to be there where we are now. And I'm very satisfied with the current results and also very much excited about the future potential. However, ultimately there is one goal we are focusing on. These are the needs of our passengers and the passengers are truly global. The network of lot includes more than 100 destinations on schedule and additionally a dozens of charter flights on charter destinations. Last year we welcomed nearly 12 million passengers. This year over 13 million passengers are expected. Nearly half of our passengers comes from Poland. The other half either travels to Poland or they just transfer in Warso from Seoul to Drovnik from New York to Tel a Viv from Delhi to San Francisco from Yeravani to Los Angeles. Just mentioning few examples during the summer season. This summer season, we will ser we will serve around 50,000 passengers every day. And they may have questions. Can I have my dog with me? Do I need a visa? Um, what happens if I want to change my ticket? Can I request a special meal? Is the size of my luggage proper? So now you can already see what are the challenges what we are having the most proper communication would be and most natural will be in the language of our customer. So the number of topics, the number of passengers, the number of of languages, this is um real challenge and our passengers and our markets what we cover the airports where we fly to are located in 50 countries all over the world. Additionally, our tickets are available um in many other countries through the GDS's global distribution systems as well as the sales networks of of our partners culture or inter interlining. So you can imagine the challenge what we face every day. Good communication is also about proper timing. When it's 4:00 p p.m. in the set San Francisco, it's middle of the night in Warso. You can imagine that we are not going to keep all our agents in the contact center over the entire night. That's why that's the proper spot where technology could help us and can support the passenger in every language they expect anytime friendly with all the information and this is why this is the moment. I know already that Marty said it previously but let me make it official. I am delighted to announce that today we are beginning our collaboration between LO Polish Airlines and 11 Labs. [applause] We have a great deal in common. Both companies have deep and obvious ties to Poland while thinking globally. Both are building their position on quality ambition and they believe that a Polish brand can be recognized and respected all over the world and both believe that technology should first and foremost serve people. 11 laps is one of the most inspiring examples of innovation with Polish roots on the international stage today. For lot collaboration with 11 laps is an natural step in developing the digital experience um for our passengers and also in creating friendly multilingual communication for travelers all over the world. At the same time, we are very pleased that 11 Labs decided to work with Lot as one of the first partners from the aviation industry. And aviation is a exceptional business, exceptionally complex. It brings together technology, operations, safety, emotions and needs of millions of people. We believe that this collaboration is going to be a real two-way journey. Lot will benefit from 11 Labs technology and unique expertise whereas 11 Labs will gain insights into the realities, responsibilities and opportunities of the aviation world. Fran said that's a legendary company in Poland and indeed for over a century Lord has connected Poland to the world. Today together with 11 labs we are proud to show the world the strength of Polish technology and ambition and at last see how this can look like. tomorrow and I have an important call during the flight. Is there Wi-Fi on board so I can pretend I'm still at the office? [laughter] Totally get that. Let me check. It looks like your flight to Los Angeles tomorrow does have Wi-Fi available on board, so you should be able to work comfortably online during the flight. Plane Delhi airport Delhi airportinal signs follow. And this is just a beginning. Our claim, our advertising claim is who you travel, it's who you travel with 11 Labs. Thank you for traveling with us and big thanks to both teams of 11 Labs and of lot for the very shortterm implementation of the system. Thanks a lot. Enjoy Waro. Thank you. [applause]