LOT Polish Airlines and ElevenLabs announce partnership for modern passenger service

LOT Polish Airlines - Poland's flag carrier with a century-long legacy - is partnering with ElevenLabs to bring conversational agents to its customer service operations.

LOT carried a record 11.7 million passengers in 2025, serving over 100 destinations across Europe, Asia, Africa and North America with a fleet of nearly 90 aircraft. As the airline enters a period of significant expansion - including new long-haul routes and the largest fleet modernization program in its history - it is investing in AI to deliver faster, more consistent support to passengers.

Through this partnership, LOT will use ElevenAgents - ElevenLabs' enterprise voice and chat agent platform - to power inbound phone support, helping passengers with requests like flight information, booking changes and ticket inquiries. Agents integrate directly with LOT's existing systems and hand over to human support specialists with full context when needed.

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 of 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 at ElevenLabs

ElevenLabs was founded in 2022 by Piotr Dabkowski and Mati Staniszewski, both originally from Poland. This partnership with Poland's national airline holds particular significance - two Polish-rooted organizations working together to define what modern customer service looks like worldwide, and underscoring Poland's growing role as a hub for AI innovation and technology leadership.

Read more from the Press Office of LOT Polish Airlines