Case Study: Iberia achieves reduced support calls and automated check‑ins with Mindsay

Discover how Iberia offers a better passenger experience

Iberia, the Spanish flag carrier serving about 20 million passengers a year, was struggling to keep up with high volumes of repetitive customer inquiries (lost baggage, check‑in, ticket questions) that tied up agents and prevented 24/7 personalized service. To reduce support calls and free agents to handle complex issues, Iberia chose Mindsay to build an AI‑powered conversational chatbot.

Working with Mindsay, Iberia launched a smart chatbot integrated with FlightStats and its own business platforms to provide ticket and flight info, baggage rules, check‑in and boarding passes, ancillary sales, destination guides and FAQ answers. Within six months the bot handled 1.2M messages, could find flights via the FlightStats integration, and drove measurable engagement (17.2% of conversations led to a check‑in), significantly cutting routine agent workload and improving passenger service.

Iberia‎

Gabriel Perdiguero

Chief Transformation Officer