LOT Polish Airlines partners with ElevenLabs for modern passenger service

01 June 2026

LOT Polish Airlines is one of the first airlines in the world to begin cooperation with ElevenLabs, a company offering advanced AI technologies.
Thanks to the use of modern AI-based tools, LOT passengers will gain faster, more intuitive, and more convenient access to information and travel planning.
The partnership between LOT and ElevenLabs demonstrates the potential of cooperation between the aviation industry and the technology sector, combining the airline’s expertise with the capabilities of one of the world’s most recognized Polish AI companies.

LOT Polish Airlines has launched a partnership with ElevenLabs as part of the company’s technological development strategy. The cooperation aims to further enhance the quality and accessibility of customer service through the development of modern solutions and communication channels for passengers. The tool provided by ElevenLabs complements the existing customer service model, increasing operational efficiency while maintaining a high-quality passenger experience.

Real support for LOT passengers and Contact Center employees

As part of the cooperation, LOT is implementing a pilot solution called ElevenAgents to build an intelligent voice assistant supporting hotline operations.

For passengers, this primarily means:

shorter waiting times for calls,
faster answers to the most common questions (e.g. regarding reservations, travel changes, or flight details),
the ability to resolve simple matters immediately, without waiting in line,
more efficient transfer to a consultant in more complex cases, together with all necessary information being passed on.

The new tool does not replace human contact, but rather complements human contact center agents by handling standard inquiries, allowing consultants to assist passengers requiring individual support more quickly.

The tool will also play a key role during periods of increased operational traffic, when passenger contact volumes naturally rise. Thanks to its ability to handle a large number of similar inquiries simultaneously, the tool will help maintain high service availability while reducing waiting times.

LOT Polish Airlines Press Materials

The aviation industry has always been synonymous with innovation and technological progress. In addition to investing in state-of-the-art aircraft and expanding its route network, LOT consistently implements the latest technologies across various areas of its operations, including those that improve passenger service quality. Cooperation with ElevenLabs, a leader in its segment, will help enhance the quality of passenger interactions while ensuring faster service. This means higher quality, greater comfort, and improved accessibility for passengers at every stage of their interaction with LOT.

Michał Fijoł, CEO at LOT Polish Airlines

At ElevenLabs, we believe the best technology should communicate the way people do. The aviation industry has always embraced innovation and we’re proud to work with LOT to build the next generation of customer experiences. Together, we're helping create a better travel experience while ensuring human agents can focus on the moments where personal support matters most.

Mati Staniszewski, Co-Founder and CEO at ElevenLabs

Pilot program assumptions and further plans

The cooperation between LOT and ElevenLabs will begin during the summer season in order to ensure the highest quality of this innovative and continuously evolving solution. At the initial stage of testing, the service will be available during selected hours in both Polish and English. Ultimately, the plan is to increase the number of supported languages and introduce similar improvements in other communication channels, including chat and the mobile application.

LOT Polish Airlines Press Materials

ElevenLabs – a global AI leader created by Poles

LOT’s partner is ElevenLabs – an AI company transforming how people and businesses communicate with the world. Founded by Piotr Dąbkowski and Mati Staniszewski, ElevenLabs builds the industry’s leading AI voice and audio models, and delivers them in a platform that can power every interaction across a company: from AI agents for sales, support, and business operations, to creative tools for marketing and media.

Today, millions of businesses, developers, and creators around the world use ElevenLabs, including enterprises and governments across 80 countries, as well as employees at two thirds (67%) of Fortune 500 companies.

The cooperation between LOT and ElevenLabs highlights the growing role of Polish technology companies on the global stage and demonstrates that innovations created in Poland can genuinely support leading brands and improve the experiences of millions of users.

LOT Polish Airlines is a modern carrier connecting Central and Eastern Europe with the world. Its network includes direct long-haul flights to the United States, Canada, India, Japan and South Korea. LOT continues to expand frequencies and enhance its offering on these routes, reinforcing its position in the CEE market. Long-haul services are operated with Boeing 787 Dreamliners, among the world’s most advanced wide-body aircraft. Operating since 1929, LOT is the 11th-oldest airline in the world and one of Poland’s most renowned international brands.

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