Jet2: Yorkshire-based airline launches partnership with Adobe using AI to ‘personalise’ customer experience
Leeds-based airline Jet2 has announced a new partnership with tech giant Adobe which will see the firms use AI to create a more "personalised" customer experience.
Jet2 and Adobe said the multi-year strategic partnership will bring together the airline's 10 million myJet2 customers with Adobe’s Customer Experience Orchestration technology.
In a statement, the companies said the move will aim to “help deliver more personalised, conversational experiences” for customers.
David Hills, chief customer officer at Jet2 said: “At Jet2, our customers are at the heart of everything we do.
“Working with Adobe will enable us to serve our customers even better, using the power of AI to make every interaction more personal, more relevant, more timely and always helpful - strengthening what makes Jet2 different and bringing us even closer to customers.”
The partnership will use Adobe’s CX Enterprise Coworker, utilising agentic AI to help Jet2 colleagues deliver personalised experiences to customers.
The system will aim to use Adobe technology in order to enable Jet2 to make “offers and recommendations relevant to each holidaymaker based on their travel preferences and booking habits”.
Jet2 said that through the partnership, customers will be given more relevant destination ideas, as well as personally curated daily itinerary suggestions.
Nathan Hancock, vice president and managing director, UK, Ireland, Middle East and Africa at Adobe, said: “Jet2 has built one of the most trusted customer communities in UK travel and our partnership is about building on that foundation.
“Every day, customers expect more relevance and faster responses, whether that’s a recommendation, a personal offer, or a change to their plans. Together, Adobe and Jet2 are creating something that will transform travel experiences.”
It comes after Jet2 earlier this month announced its intention to move from AIM (the Alternative Investment Market) to the main market of the London Stock Exchange after reporting “sustained customer demand” in recent months.
The company said it had made the decision at a time when its group revenue is increasing at a compound annual growth rate of 19 per cent.
“To reflect this track record of growth, the board has agreed that now is the right time to move to the Main Market,’’ the firm’s statement earlier this month said.
It added: "The company intends for admission to occur before the end of its current financial year and will provide updates as appropriate in due course.”
Jet2 also said earlier this month that its summer 2026 seat capacity is 7.6 per cent higher than summer 2025 at 19.9m seats, with booked-to-date passengers up 8.8 per cent and growth achieved across both package holiday and flight-only products.