Category: Aviation

Emplifi Finds Airline Response Rates to Customer Questions on Instagram Increased 14% Since Last Year

Emplifi, a customer engagement platform, recently released a report highlighting social care trends and insights from the world’s leading airline brands. As part of its research, Emplifi analyzed social media activity related to customer service efforts for 38 airline brands between January 1 and June 30, 2025. The findings revealed a significant opportunity for improvement in airlines’ social care strategies, with 74% of customer service inquiries sent via a direct message on Facebook, Instagram, and X left unanswered.

Emplifi found that when airline brands do respond to social media customer service questions, they are more likely to respond on Instagram. Response rates to customer questions left in the comments section on Instagram posts increased 14% between 2024 and 2025—still a substantial number (68%) of questions on the social platform did not receive a response. Airline brands have witnessed a significant shift on X, with only 22% of customer questions answered on platform—down 15% since last year.

Customer engagement on X is also down: Emplifi’s data shows the overall volume of customer service inquiries directed at airline brands on X has dropped from, on average, nearly 40 per month at the start of 2024 to fewer than 12 interactions per month in May, 2025.

“If a brand wants to outperform its competition, it must prioritize social care and respond to customer service inquiries in real time—no matter how they are received. This has never been more true than right now for airline brands, an industry that is expected to meet travelers wherever they are online. From Instagram to Facebook to emerging platforms, having a presence across channels is now a reputation essential,” said Susan Ganeshan, CMO, Emplifi. “Fortunately, the rapid advancements in AI technology and AI agents make it possible for brands to maintain 24/7 customer service workflows that keep everyone happy. The airlines that are able to adapt to shifting consumer expectations by adopting AI-powered communication tools will lead the way.”

The Federal Aviation Administration predicts this summer will be the busiest air travel season in fifteen years, with more than 50,000 flights lifting off per day—up 4% over last year. More travelers equates to more customer service issues for airline brands. According to Emplifi’s data, nearly 70% of negative comments on airline brands’ Facebook pages are associated with customer service issues. More than 55% of the negative comments have to do with flight operations and another 52% involve compensation and refunds (reimbursement for cancelled flights, lost baggage, etc.).

While airline brands may have room for improvement when it comes to customer service response rates on social platforms, their response times outpace all industries except telecom. On Facebook, the average response time for an airline brand is 2.8 hours—on Instagram, it’s even shorter with airlines responding to customers, on average, in as quick as 1.4 hours. On X, airline brands average an impressive 15-minute response time.

Emplifi’s report also shows that airline brands are leaning into AI agents to boost their social care efforts: The number of customer service-related direct messages on Facebook answered by an airline brands’ AI agent more than doubled between January and June of this year.

“The swift adoption of AI agents within the airline industry is not only driven by rising customer expectations, but also by the need to be present across a diverse set of platforms,” Ganeshan added. “Our latest data shows that different generations engage with brands on different channels; Gen Z leans heavily on Instagram and TikTok, while older generations still turn to Facebook. Airlines must be everywhere at once, and AI powered social care tooling is the helper they need to get there efficiently.”

In addition to analyzing social care trends, Emplifi also ranked the top ten most mentioned global and U.S.-based airline brands on X. In the U.S., Delta, American Airlines and Southwest Airlines were at the top of the list. Globally, Saudi Arabian-based Flynas was the most mentioned airline on X, followed by Air India and Qatar Airways.

Cirium Introduces First AI-Powered Solution for On-Time Performance Analysis

Cirium, the global leader in aviation analytics, has launched OTP Improvement AI, a groundbreaking generative AI-powered solution designed to transform how airlines and airports analyze and enhance their On-Time Performance (OTP). This innovative tool addresses long-standing challenges in operational efficiency and disruption management, offering faster, smarter, and more proactive decision-making capabilities.

OTP Improvement AI sets itself apart by addressing the specific challenges airlines and airports face, such as the time-intensive nature of traditional OTP analysis and the struggle to manage cascading delays caused by factors like weather or technical issues. By using advanced generative AI, the platform transforms complex data into precise insights, enabling operators to analyze trends, streamline resources, and make swift decisions that minimize delays and improve the overall passenger experience.

“Operational disruptions, whether caused by weather, strikes, or unforeseen technical issues, can create a ripple effect across the air travel system,” said Jeremy Bowen, CEO of Cirium. “With OTP Improvement AI, we’re equipping the industry with the tools to anticipate these challenges, take swift action, and ultimately deliver a better experience for passengers.”

A New Standard in Operational Efficiency

This cutting-edge platform enables aviation stakeholders to move beyond reactive problem-solving to predictive decision-making. Airlines and airports can analyze delay propagation, monitor block times, and assess unplanned disruptions with ease. The tool also supports scenario planning, benchmark analysis, and performance reviews, creating a 360-degree view of operational dynamics.

For example, an airline experiencing cascading delays due to severe weather can use OTP Improvement AI to test and identify possible alternative solutions, minimizing passenger impact and operational costs. Airports could similarly optimize resource allocation, ensuring better alignment with real-time conditions.

By connecting directly to Cirium Core which includes the OTP data, the solution sets a new standard for accuracy and insight across the aviation value chain.

Driving Results Across the Aviation Industry

The launch of OTP Improvement AI underscores Cirium’s commitment to driving digital transformation in aviation. Through AI-driven insights, the platform aims to enhance situational awareness, improve operational performance, and support industry players in meeting rising demands for agility and efficiency.

“Many operational teams today lack the tools to anticipate and mitigate disruptions before they escalate,” Bowen added. “Cirium’s latest solution empowers these teams with data-driven intelligence, enabling them to stay ahead of challenges, reduce delays, and improve decision-making across the board.”

Worldwide Travel Alert Issued by U. S. Department of State

On June 22, 2025, the Department of State issued a Worldwide Caution Security Alert advising U.S. citizens overseas to exercise increased caution. 

The full text of the updated Worldwide Caution Security Alert is as follows:

The conflict between Israel and Iran has resulted in disruptions to travel and periodic closure of airspace across the Middle East.  There is the potential for demonstrations against U.S. citizens and interests abroad.  The Department of State advises U.S. citizens worldwide to exercise increased caution.  Please read carefully our Travel Advisory, country information, and any recent security alerts when planning travel at

https://travel.state.gov/content/travel/en/international-travel/International-Travel-Country-Information-Pages.html.

Motorola Solutions Unifies Communications Across Brazil’s Defense and Public Safety Agencies With New Federal Network

Motorola Solutions announced it has been selected by the Band Administration Entity (EAF), an organization created by the Brazilian Telecommunications Agency (Anatel), to implement a new federal mission-critical communications solution that will enable Brazil’s defense and public safety organizations to seamlessly collaborate during joint missions. Motorola Solutions will integrate multiple existing land mobile radio (LMR) systems and add new mission-critical Push-to-X (MCX) broadband services to enhance interagency interoperability and access to data applications to better protect Brazil’s communities. 

Brazil is the fifth-largest country in the world by land mass, with a population of over 210 million people. Federal and public safety organizations across the country have historically faced significant challenges coordinating front-line teams during emergencies that span multiple jurisdictions.

To address these challenges, Motorola Solutions will implement WAVE PTX, a 3GPP standards-compliant communications platform that will run on the government’s private 4G network, and Critical Connect, a service that will enable interoperability between the 4G network and P25, TETRA and DMR land mobile radio systems. As a combined nationwide solution, organizations like the Brazilian Army, the Federal Highway Patrol and the Distrito Federal Military Police will be equipped with the trusted reliability and resiliency of LMR voice communications together with advanced broadband capabilities, including video streaming and the ability to share rich data and multimedia.

Rolling out from the capital, Brasilia, the new solution will make it possible for agencies to coherently share information, coordinate responses and ultimately make better informed decisions, for the better protection and service of Brazil’s communities.

“Efficiently addressing drug trafficking, organized crime and natural disasters demands highly coordinated multi-agency responses,” said Geraldo Segatto, head of Government Private Network Project at EAF. “In the past, defense and public safety agencies, each using separate communication systems, struggled with real-time coordination, causing delays that undermined response efforts. The new solution eliminates these communication barriers, enabling reliable connectivity for federal agencies and, in its next phase, state military and civil police, to significantly improve response times and mission success.”

“Motorola Solutions is proud to support Brazil’s vision for public safety modernization by delivering a communications platform that bridges the proven reliability of land mobile radio technology with the media-rich capabilities of MCX broadband services,” said Edison Ambrosio, sales director, Defense and Federal Markets, Motorola Solutions. “This integration provides Brazil’s defense and public safety agencies with resilience, enhanced situational awareness and seamless interoperability for faster and more effective emergency response across the nation.”

Allied Universal’s Unified Command Center Solution Earns 2025 Commercial Integrator BEST Award

Allied Universal, a global security and facility services company, announced that its Unified Command Center Solution has received a 2025 Commercial Integrator BEST Award in the category of “Surveillance Storage/Management Solutions.” The awards are given in 37 categories and recognize products and services that can enhance commercial integrators’ businesses, including making them more profitable and sustainable.

Allied Universal’s Unified Command Center Solution is a rapidly deployable security hub integrating real-time video analytics, seamless communication, and intelligent incident management. The solution optimizes logistics, enhances decision-making, and enables swift threat detection and response, delivering comprehensive situational awareness and adaptable security.

“It’s an honor to receive recognition for our Unified Command Center Solution. It demonstrates our leadership and dedication to innovation within the security sector,” said Steve Jones, global chairman and CEO of Allied Universal. “The award acknowledges our focus on delivering advanced security solutions that boost both operational efficiency and decision-making capabilities while maintaining optimal safety and security standards for clients.

The Commercial Integrator BEST Award awards are selected by a panel industry leaders, along with editors of Commercial Integrator, will consider a product’s innovation, functionality, competitive advantages and benefits to the installer.

“Commercial Integrator bestows no higher honor than our BEST Awards, which recognize outstanding new products, solutions and services that enhance commercial integrators’ businesses,” said Dan Ferrisi, group editor, commercial and security. “Our panel of independent judges selected the Allied Universal Unified Command Center Solution as our winner in the ‘Surveillance Storage/Management Solutions’ category because it genuinely transforms security management with its cohesive, rapidly deployed technology ecosystem.”

Israel Ministry of Tourism to Assist Tourists Wishing to Leave Israel by Coordinating Flights

To facilitate tourists’ departure from the country, under the guidance of Tourism Minister Haim Katz, the Ministry of Tourism will assist tourists currently in Israel to register for departure flights from Israel.

A digital registration form is being distributed through various digital platforms, to incoming tourism organizers’ offices, hotels, tour guides, and other industry stakeholders.

The form includes only full name, phone number, and email address, in accordance with privacy protection laws and regulations.

Tourists wishing to register are invited to fill out the following form: https://govforms.gov.il/mw/forms/TouristEvacuationFromIsrael@tourism.gov.il?displang=en

The Ministry of Tourism will consolidate the list in a digital vault and transfer it, only as needed, to the National Security Headquarters and the Ministry of Transportation, so that coordination with relevant airlines can be arranged to facilitate tourists’ departure from the country.

Currently, there are approximately 38,000 tourists in Israel. It should be noted that all land border crossings to Jordan and Egypt are open, and some tourists prefer to exit via these routes.

The Ministry of Tourism has opened a virtual office that provides tourists in Israel with information services through digital channels in Hebrew and English.

The service is available 24/7 through digital channels:

Simultaneously, the Ministry is in contact with industry stakeholders, including hotels and other accommodation facilities, to locate tourists who need assistance due to the security situation.

FAA Conducts Drone Detection Testing

The FAA will conduct drone-detection testing near Santa Teresa, New Mexico, from June 16-27. 

The FAA’s Center of Excellence for UAS Research (ASSURE), in coordination with U.S. Customs and Border Protection and the Doña Ana County International Jetport, will conduct the testing. State and local first responders will also participate.  

This is the third in a series of off-airport tests the FAA has planned. The agency conducted the first test in Alaska and then near Cape May, New Jersey. The FAA selected the New Mexico location for its hot and arid climate, which supports the testing objectives. Additional testing is scheduled in North Dakota and Mississippi later this year.  

The FAA will operate several large drones and about 100 commercial off-the-shelf drones during the two-week period. Testing will take place over the desert and near the old Rio Grande Speedway during the daytime on weekdays only. The public should not fly recreational drones near this area during the testing period.

The agency has been testing drone-detection technologies at airports over the last few years and is expanding testing to off-airport locations. These tests will help determine the effectiveness of these technologies and whether they might interfere with FAA or aircraft navigation systems.   

The FAA will provide b-roll from the testing in New Mexico the week of June 23.  

Additional Background 

The FAA receives more than 100 drone-sighting reports near airports each month, and we want to send a clear message that operating drones around airplanes, helicopters, and airports is dangerous and illegal.  

On March 16, 2023, the FAA chartered the UAS Detection and Mitigation Systems Aviation Rulemaking Committee to advise the agency on safely integrating drone detection and mitigation systems. The ARC made 46 recommendations on ensuring systems do not interfere with the safe and efficient operation of the National Airspace System. We have incorporated many of the recommendations into our work to safely integrate them. 
 

Passenger Makes Bomb Threat to Flight Attendant

A passenger was arrested and taken into custody Saturday afternoon, June 14 after he made a bomb threat aboard an Alaska Airlines flight at Seattle-Tacoma International Airport, officials said.

At around 12:15 p.m., officials with the Port of Seattle said they were first made aware of a direct threat made by a passenger on Alaska flight 2123 heading to Walla Walla. Two runways were temporarily closed while the plane’s 68 passengers and four crew members were taken off the aircraft.

Investigators later found the suspect had “made a flippant remark” about a bomb to one of the flight attendants. Port of Seattle police say they are working with the FBI and reviewing the case with prosecutors about whether charges will be filed.

KuppingerCole Recognizes Regula as One of the Innovation Leaders in Identity Verification

Regula, a global developer of forensic devices and identity verification (IDV) solutions, has made its inaugural appearance in the KuppingerCole Leadership Compass for Identity Verification 2025. Mentioned in the Innovation Leaders category, the company is recognized for its 100% in-house R&D, forensic-grade technology, global document coverage, and advanced liveness detection capabilities.

Specializing in IDV and cybersecurity industry analysis, KuppingerCole forecasts that the global IDV market will grow from $18.4 billion in 2025 to $50.07 billion by 2030, driven by increasing identity fraud, compliance requirements, user expectations, and technological advancements.

As identity verification rapidly shifts toward fully remote and automated environments, innovation has become a key differentiator. According to KuppingerCole, innovation leaders in IDV are defined by taking a customer-oriented upgrade approach, delivering customer-requested and forward-thinking features, while ensuring seamless compatibility with existing systems.

Positioning Regula in the Innovation Leaders category, KuppingerCole analysts highlight: “Regula’s products are mature and often used to supplement other identity verification vendors’ offerings. While not as feature complete as other offerings, Regula is a best-of-breed document and biometric verification solution with strong global coverage. With expertise across diverse industries and a global reach, Regula is positioned as a verification provider with in-house expertise for adaptable and scalable solutions.”

In their Leadership Compass, KuppingerCole analysts pay special attention to the fact that IDV vendors have in-house technology development, strong data privacy policies, wide geographical coverage for their ID databases, and automation and machine learning (ML) to facilitate processes and user experience. On these fronts, Regula stands out by:

  • Best-of-breed on-premises document and biometric verification solution.
  • Comprehensive ID template database made of 15,000+ templates from 252 countries and territories.
  • In-house R&D capabilities with significant domain-specific expertise.
  • Advanced liveness detection technology supporting enhanced security.
  • A mature organization with products often used to supplement other IDV vendor offerings.

At the heart of Regula’s recognition are its flagship software products, which serve clients in finance, government, healthcare, education, aviation, and more. Regula Document Reader SDK provides automated reading and comprehensive verification of all types of identity documents. It reads data in all document zones, verifies security features—including dynamic ones such as holograms—and cross-checks all the data to spot forgery.

For biometric checks, Regula Face SDK enables real-time face matching, image quality assessment, and both passive and active liveness detection—the latter tested and certified under iBeta’s Presentation Attack Detection (PAD) Level 1 and 2. The solution supports 1:1 face matching and 1:n face identification with advanced spoof detection via texture and movement analysis, using both 2D and 3D methods.

Importantly, Regula’s solutions are designed for privacy-first deployments. All biometric templates are managed locally by the customer, with no data processed or stored by Regula. The face-matching algorithms undergo continuous testing and are benchmarked through programs like the NIST Face Recognition Vendor Test (FRVT).

“Being named an Innovation Leader by KuppingerCole is a significant milestone for us. It highlights our decades-long commitment to building all our solutions in-house, from document verification to biometrics, and doing so with the precision and trustworthiness that customers demand. As identity verification principles and standards rapidly evolve, our focus remains the same: delivering technology that’s not only robust but also deeply practical, scalable, and privacy-conscious,” says Ihar Kliashchou, Chief Technology Officer at Regula.

Recently, Regula has:

  • Introduced personal data masking across all its solutions.
  • Become the first IDV vendor that enables verification of all dynamic security features in IDs in remote scenarios.
  • Made its software compatible with most ID readers on the market.

Liebherr Strengthens Assembly Capabilities in Europe

Liebherr announced that it will realign and further increase its activities at Liebherr-Transportation Systems Marica EOOD in Bulgaria by establishing a new and larger production site in the vicinity of the existing location, which eventually will be vacated. The new site is expected to be fully operational in 2026. On a surface of 20,000 sqm Liebherr will further develop its existing activities for the railway and commercial vehicle markets, with a focus on heating, ventilation and air-conditioning (HVAC) systems for trains and cooling systems for refrigerated semi-trailers. 

Further, new assembly capabilities for aerospace applications will be implemented. Over the next years, production is expected to ramp up for the assembly of flight control and air management systems.

The additional assembly capabilities will be key to coping with the increasing market demand and secure continuous long-term performance of industrial operations. It also serves Liebherr’s double-sourcing strategy for increased resilience, positioning the company as a major supplier of systems for the future transport modes.

The realignment of the assembly activities will create additional jobs at the new site in the Plovdiv area, while Liebherr aims to maintain its workforce at the existing sites unaffected, benefiting from growth in other product areas or activities.