Artificial intelligence and robots are expected to play a growing role in aviation, but airports will continue to rely on people for important parts of the passenger experience, UAE Minister of State for Artificial Intelligence, Digital Economy and Remote Work Applications Omar Al Olama said.
Speaking at Emirates’ annual ForsaTEK event, Al Olama said technology should be used to improve airport services rather than remove human interaction entirely. He stressed that organisations need to identify where human involvement adds value while using technology to handle tasks more efficiently.
Al Olama said airports should not attempt to replace their entire workforce with robots and AI systems. Instead, technology should support employees and allow human engagement to remain part of situations where travellers benefit from personal assistance.
The minister described this approach as combining technology with a “humane service” that retains a human presence where necessary. His comments come as airports and airlines increasingly explore automation and AI to manage operations and passenger services.
For the UAE, which relies heavily on aviation and international connectivity, improving the passenger experience while maintaining the reputation of major airlines and airports remains an important consideration.
“You don't want to replace the full airport with robots and AI. But the reality is you need to engage and inject humans where necessary to provide this extra sense of humane service that is exceptionally well-done leveraging technology, but there is a human in it,” said Omar Al Olama.
Al Olama also encouraged organizations to continue experimenting with emerging technologies, but said innovation should involve calculated risks. Established companies and major airports have reputations to protect, meaning new systems need to be introduced without creating unnecessary operational risks.
He said organizations should approach technology differently while balancing innovation with the responsibility that comes with running major services.
In aviation, technology could help airlines, airports and other parts of the travel ecosystem handle increasing passenger volumes without requiring infrastructure and staffing to expand at the same pace.
“Today, the issue that you guys have, and this is an issue with every government, and this is true, not just for Emirates Airlines, it's true for any airport, if you build that reputation,” the minister said.
The minister said the UAE is also working towards giving organisations early access to emerging technologies. He indicated that several announcements involving partnerships with major technology companies could be made in the coming months, although he did not provide details.
Al Olama said the UAE wants to provide access to advanced technology without requiring organisations to surrender control over sensitive data. The country is seeking an ecosystem that can attract companies and professionals while maintaining data control and security. The broader strategy reflects the UAE’s effort to accelerate technology adoption while keeping people involved in areas where human judgement and interaction remain important.