Additionally, airlines are thinking about implementing chatbots because they are perceived to increase customer communication and enhance passenger satisfaction. Effective communication is a crucial tool and the foundation of business, in fact. It is an essential tool for managing relationships with stakeholders of all levels (Rajhans, 2018). Hence, it is imperative to ascertain whether chatbots are efficacious in providing customer support, particularly concerning air travel transactions, and whether the clients are content with the chatbot services rendered to them. Airlines and travelers can both benefit from an efficient chatbot, particularly when it comes to improved customer service, quicker response times to questions, higher levels of satisfaction, and increased engagement. However, as Radziwill and Benton (2017) discovered, chatbot implementations have only been assessed by concentrating on their functionality and technicality (