Skift Global Forum 2026: Virgin Atlantic CEO on AI
Virgin Atlantic CEO Corneel Koster discusses balancing AI with human touch at Skift Global Forum in New York, September 22-24, 2026.
Stock photo for illustration only, not from the actual event
- Virgin Atlantic bets on human connection and crew warmth to stand out from AI booking systems.
- Planning a 30% increase in premium seating via Airbus A330neo deliveries and Boeing 787-9 refits.
- Completed Starlink fleet rollout on Airbus A350s five months ahead of schedule.
- Leveraged AI to quickly adjust network inventory amid unexpected geopolitical disruptions.
In an era where artificial intelligence increasingly dictates travel choices and bookings, Virgin Atlantic CEO Corneel Koster believes that genuine human connection and the sense of belonging created by flight crews remain the airline's ultimate differentiator. Koster is set to take the stage at the Skift Global Forum from September 22 to 24, 2026, in New York City to share his perspective on blending technology with a human-centric approach.
Koster notes that for 42 years since Richard Branson founded the airline with a challenger spirit, Virgin Atlantic has continuously challenged the status quo. While lacking the sheer scale of larger legacy carriers, the airline leverages its agile mindset, smart AI integration, and distinctive physical product design to elevate the overall passenger experience.
For a mid-sized carrier like Virgin Atlantic, doubling down on the 'human sparkle' amidst automated booking engines represents a vital brand differentiation strategy, ensuring customer loyalty that raw efficiency alone cannot guarantee.
Stock photo for illustration only, not from the actual event
Highlighting shifts in customer data, Koster points out a surging demand for premium travel experiences across seating, amenities, and airport clubhouses. To meet this demand, the airline is executing several key upgrades:
- Increasing Upper Class and Premium seating capacity by 30% with incoming Airbus A330neo aircraft.
- Executing a full cabin refit and premium configuration rollout for Boeing 787-9s alongside clubhouse refreshes.
- Completing Starlink satellite internet rollout across the Airbus A350 fleet 5 months ahead of schedule.
Furthermore, unpredictable geopolitical disruptions this year forced the airline to dynamically rewrite parts of its short-term strategy. By utilizing AI to reoptimize inventory management and pricing when historical data patterns became obsolete, Virgin Atlantic demonstrated its operational agility in navigating global uncertainties.
"No day is the same in aviation, and at Virgin Atlantic, we know how to navigate uncertainty."
Corneel Koster
When facing complex decisions in a volatile business environment, Koster emphasizes that the leadership team relies heavily on sensitivity analyses and scenario planning. This disciplined approach ensures that every strategic move remains anchored in the bold and creative challenger spirit that defines the brand.
Source: Skift
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