From its roots as a technology startup established in Brno, Czech Republic, in 2012, Kiwi.com has grown into a global travel platform. Today, the company processes billions of price checks and handles over 100 million flight searches daily. We spoke with CTO Stanislav Komanec about scaling AI infrastructure, autonomous support systems, and how AI agents will soon book flights on behalf of travelers.
Invisible intelligence across the customer journey
Where does AI fit into the traveler’s journey on Kiwi.com, and do customers realize they are using it?
AI is present at almost every stage of the travel cycle, though much of it is completely invisible to the customer. During flight search, our algorithms analyze hundreds of millions of itinerary combinations to present the most relevant results based on price, duration, and connection reliability. Travelers don’t think of it as an “AI feature” because they simply get faster, higher-quality, and unique flight options.
Behind the scenes, AI continues working throughout the trip, powering Auto Check-in, monitoring risky stopovers, and predicting delays or cancellations. It also powers our 24/7 customer support, ensuring travelers get immediate help wherever they are in the world.
Stanislav (Stano) Komanec, CTO at Kiwi.com
Autonomous support and 1.5-minute response times
How does Kiwi.com deploy autonomous AI agents to manage real-world customer support?
We have integrated AI across the entire company, but the most visible shift is in customer service through our autonomous support architecture, which combines AI agents with human specialists.
Our AI agent isn’t a simple chatbot. It communicates directly with our internal microservices to rebook flights, verify travel documents, process refunds, and send updates to airlines. It resolves the vast majority of standard requests autonomously, reducing average response time to approximately 1.5 minutes. That is far faster than traditional call centers.
High NPS and measuring AI impact
How has the rapid adoption of AI impacted customer satisfaction metrics such as NPS?
The impact is very clear. Two years ago, AI models couldn’t handle the complexity of requests we process today. Today, autonomous handling is driving customer satisfaction up.
A major factor here is the Kiwi.com Guarantee, which protects travelers against disruptions. Over 1.5 million passengers have used this protection, with 182,000 guaranteed bookings in 2025 alone. Our Net Promoter Score (NPS) for protected trips reaches 70, which is significantly above the European airline industry average. That reliability directly drives customer loyalty and repeat bookings.
Division of tasks: AI agents vs. human specialists
Can AI agents handle every type of customer problem, or where do human specialists step in?
Complex, multi-leg flight disruptions still require human expertise. However, for standard cases such as rebooking, refunds, schedule adjustments, document verification, and multilingual communication, AI handles the workload autonomously.
Customers always have the option to switch to a human operator. But by relieving our human staff of repetitive, routine tasks, we enable them to focus entirely on complex edge cases, raising the overall capability and value of our human support team.
Scaling architecture from startup to global AI platform
How has Kiwi.com’s technology stack evolved since you joined in 2015?
When I joined, Kiwi.com was a dynamic tech startup with massive potential. Today, it is a robust global platform that processes immense volumes of data on top of a highly scalable AI infrastructure. Technology is not just a supporting function for us; it is the very essence of our product.
Travelers benefit directly through better prices, unique itineraries, comprehensive disruption protection, and faster resolution times. AI allows us to deliver services that are more context-aware, personal, and efficient.
The next frontier: conversational booking via the MCP Server
How is Kiwi.com preparing for a future where AI agents book flights directly on behalf of travelers?
We recently launched a pilot MCP Server, a specialized interface that enables modern AI models, such as ChatGPT and Claude, to search for flight options directly on Kiwi.com.
This represents a fundamental shift toward conversational travel commerce. A user can simply tell an external AI assistant, “Find me the cheapest flight to Malaga for next Friday,” and the AI will query Kiwi.com, compare itineraries, and generate a direct booking link.
To maintain our industry leadership, we are engineering our systems for a world where AI agents act as the primary interface representing the traveler in search and booking.
About Kiwi.com
Kiwi.com is a leading travel technology company and online travel agency that helps travelers find the best flight deals across millions of routes. Kiwi.com offers a unique combination of low fares and peace of mind through the Kiwi.com Guarantee, providing support and protection when travel plans change.
