Don’t Fear the Algorithm: AI, Trust, and the Future of Pricing

In this special episode of the Street Pricing Podcast, host Marcos Rivera is joined by Pricing I/O teammates Emily Sanz and Steve Inman to unpack Delta Airlines’ headline-making decision to roll out AI-powered ticket pricing. With deep backgrounds in airline revenue management, Emily and Steve separate fact from fear, explaining why AI is less about “personal price gouging” and more about sharper segmentation and inventory optimization.

The trio also explore what SaaS leaders can learn from the airline industry—particularly around segmentation, plugging revenue leaks, and the importance of transparent communication when rolling out pricing changes.

 

CHAPTERS

00:00 Introduction – Delta’s AI pricing controversy

01:00 Emily & Steve’s airline pricing backgrounds

02:48 Why AI is just “revenue management on steroids”

05:09 Inventory, demand, and unit economics

07:14 Busting pricing myths (cookies, Tuesdays, etc.)

10:37 AI and special events (Mardi Gras, Super Bowl, hurricanes)

13:11 Price gouging panic and PR fallout

16:01 Plugging leaks and preventing revenue loss

17:41 Segmentation lessons for SaaS

18:59 Communication: getting it right with customers

20:30 Closing reflections and SaaS takeaways

 

TAKEAWAYS

• AI in airline pricing is about better segmentation and demand forecasting—not spying on customers.
• Myths like “clear your cookies” or “book on Tuesdays” are folklore, not fact.
• Events, seasonality, and supply/demand shifts are where AI creates the most value.
• Poor communication can undermine even the smartest pricing strategies.
• SaaS leaders should learn from airlines’ mastery of segmentation and apply it to packaging and pricing tiers.
• Knowing and measuring your North Star KPIs is essential for making AI work in pricing.
• Transparency builds trust—without it, customers fill the gap with fear and assumptions.

 

RESOURCES:
Emily Sanz LinkedIn: https://www.linkedin.com/in/emily-sanz/
Steve Inman LinkedIn: https://www.linkedin.com/in/inmansteven/
Marcos Rivera LinkedIn  https://www.linkedin.com/in/marcoslrivera/