Case Study: Breeze Airways achieves digital-first guest care growth with Gladly

How an innovative airline achieved 40% customer growth and flat guest interactions with AI

Breeze Airways, a domestic airline founded in 2021, wanted to deliver a “Seriously Nice” guest experience while moving away from the slow, inefficient call-center model common in aviation. To support its digital-first Guest Empowerment strategy, Breeze partnered with Gladly, using the Gladly Customer Service Platform to manage customer support across digital channels like email, SMS, chat, self-service, and phone.

With Gladly’s AI-powered, people-centered platform, Breeze implemented intelligent routing, a single conversational timeline, and Answer Threads for safe, approved generative AI responses to common travel changes and cancellations. The results included 40% year-over-year customer growth with flat guest interactions, a 45% reduction in handle times, 37% of conversations fully resolved by AI, 69% self-service adoption, and only 0.2% of more than 500,000 interactions handled by phone.

Breeze

Danny Cox

Vice President of Guest Experience