Airport AI
Automate airport customer service across every passenger touchpoint
Airport AI helps airports automate routine customer service enquiries across kiosks and digital channels, giving travellers fast, accurate information without every enquiry needing to be handled manually.
Built specifically for airports, it connects conversational AI with live operational information, airport data sources and human support when needed, helping teams reduce repetitive workload, improve passenger self-service and deliver more scalable customer service.
Airport customer service is becoming harder to scale. Passengers expect immediate access to accurate information before they travel, in the terminal and whenever their plans change, while airport teams are managing growing enquiry volumes across more digital channels.
For many airports, this still means customer service teams answering thousands of repetitive questions every day. As demand increases, maintaining fast, consistent support becomes more resource intensive.
Passengers can ask a question through the airport’s website, app, messaging channels or kiosks, then receive an answer drawn from approved airport content, live flight information, operational data and connected airport systems.
That might include questions about flights, gate changes, baggage, parking, security, facilities, accessibility or airport services. If the enquiry needs human support, the conversation can be handed over to a live agent with the context already gathered, helping teams respond faster and avoiding passengers having to repeat themselves.
Airport AI also supports proactive passenger engagement, allowing airports to send relevant operational updates, service information and commercial offers to the right passengers at the right stage of the journey.
Whether your objective is to reduce customer service workload, improve passenger experience or increase self-service, Airport AI helps airports deliver more efficient support at scale.
Book a demo with one of our experts to see how Airport AI can support your airport’s customer service strategy.
When to use this solution
Airport AI is designed for airports that want to improve passenger support while making customer service operations more efficient.
It is particularly valuable where airports need to:
- Respond to high volumes of routine passenger enquiries quickly and consistently.
- Provide accurate, real-time flight and operational information.
- Help passengers access airport services and facilities through self-service.
- Promote relevant airport services, offers and commercial messages to the right passenger segment at the right stage of the journey.
- Support end-to-end bookings for eligible airport services directly within the conversation experience.
- Provide multilingual customer service across digital channels.
- Reduce pressure on customer service teams during busy periods.
- Combine automated support with live agent handover when needed.
- Use passenger enquiry data to improve service quality over time.
By automating common enquiries, Airport AI helps customer service teams focus on situations where personal support has the greatest impact.
How is Airport AI different from other conversational AI platforms?
Airport AI is not a generic chatbot adapted for aviation. It is built around airport operations, passenger communication and scalable customer service.
- Reactive and proactive messaging Airport AI supports both passenger-led enquiries and proactive communications, from customer service answers to operational updates and campaign messages.
- Built specifically for airports - With more than 80 airport deployments, Airport AI is designed around airport use cases, airport systems and passenger service needs, with roadmap input from airport clients.
- Connected airport network - Airport AI can support redirection and data-sharing between participating airports, with potential to connect into airline communications through 15below integrations.
- Plug-and-play deployment model - Airports connect their data sources, while Airport AI’s platform features, AI enhancements and ongoing improvements are managed centrally by the Airport AI team.
- Native escalation options - Live chat, audio calls and video calls can be enabled as optional modules, helping passengers move smoothly from automation to human support when needed.
- Enterprise-grade aviation support - Airport AI is operated by 15below, an established aviation technology provider with more than 20 years’ experience supporting travel organisations including Lufthansa and British Airways, with strong SLAs and 24/7 support across multiple time zones.
Key features of Airport AI
- Automate routine passenger enquiries - Answer frequent questions automatically, helping passengers access useful information quickly while reducing demand on customer service teams.
- Purpose-built airport AI capabilities - Use airport-specific AI agents, validated through millions of real passenger conversations, to answer frequent questions from day one and continue improving over time.
- Provide real-time flight and service information - Connect passengers with accurate information about flights, airport services, facilities and other common questions through a simple conversational experience.
- Support multilingual customer service - Help international travellers receive information in their own language, improving accessibility without increasing the complexity of manual support.
- Connect with existing airport systems - Integrate with airport APIs, operational feeds, static content and key airport technology partners, including CRM and mapping providers where available, to provide information based on live and approved airport data.
- Combine automation with native human support - Resolve routine enquiries automatically, with seamless transfer to live chat, audio or video support when additional assistance is needed. Agents receive the conversation context so they can respond more efficiently.
- Provide support across the channels passengers use - Reach passengers through websites, apps, WhatsApp, Messenger, kiosks, supported voice assistants and other digital channels, creating a consistent support experience wherever passengers choose to engage.
- Engage passengers with relevant services and offers - Use a dedicated engagement module to promote operational updates, airport services and commercial offers to targeted passenger segments at the right stage of the journey. Where supported, passengers can complete bookings directly within the conversation experience.
- Turn customer service interactions into insight - Use analytics to understand what passengers ask, identify common themes and improve automation rates, customer service quality and traveller experience.
- Deploy quickly with expert support - A structured process covering integration, testing and go-live helps airports adopt Airport AI efficiently and go live in as little as two months.
Benefits of Airport AI
- Improve the passenger experience - Give passengers faster access to accurate information, reducing uncertainty and helping them move through the airport journey with greater confidence.
- Reduce the cost of delivering customer service - Automating routine enquiries reduces the volume of manual interactions handled by customer service teams, helping lower cost-to-serve while maintaining support quality.
- Increase customer service efficiency - Free experienced agents from repetitive questions so they can focus on complex situations where personal support delivers the greatest value.
- Deliver consistent customer service across digital channels - Help passengers receive the same accurate information whether they engage through a website, messaging platform or supported voice assistant.
- Increase engagement with airport services - Promote relevant services and offers in context, helping passengers discover useful options while supporting commercial opportunities across the airport journey.
- Support international travellers - Provide multilingual support that helps airports serve global passenger audiences more effectively without relying solely on manual translation or additional staffing.
- Make better-informed service decisions - Use passenger enquiry data to identify information gaps, understand recurring issues and continually improve digital self-service.
- Build a scalable customer service capability - Increase automation and support growing enquiry volumes without proportionally increasing operational resources.
See Airport AI in action
As passenger expectations continue to grow, leading airports are using conversational AI to give passengers faster access to accurate information and reduce pressure on customer service teams.
At Brussels Airport, Airport AI technology powers BRUce, an AI-powered digital assistant that helps passengers get the information they need more quickly.
BRUce now automates 98% of passenger enquiries, reducing pressure on customer service teams and helping them focus on the conversations where human support adds the most value.
Read the case study to see how Brussels Airport has modernised passenger support, improved operational efficiency and continued to expand digital self-service.
What is airport customer service automation?
Airport customer service automation helps airports answer routine passenger enquiries across digital channels without every interaction needing to be handled manually. It uses technologies such as conversational AI, connected airport data and live agent handover to provide passengers with accurate information through websites, messaging platforms and voice assistants.
Passengers can ask questions in their own words and receive immediate answers about flights, airport facilities, parking, baggage, security and other services. For airport teams, automation reduces repetitive work while helping maintain a consistent standard of support.
By connecting with live operational information, automated customer service can provide timely, relevant responses throughout the journey. Where more complex support is required, conversations can be transferred to customer service teams without losing context.
Airport AI brings these capabilities together in a platform built specifically for airports. It supports reactive passenger enquiries, proactive operational messages, live data connections, multilingual support and handover to customer service teams when human assistance is needed.
Request a personalised product tour
Complete this short form to tell us a bit about your company. A member of our team will contact you to arrange a chat so that you can see how Airport AI can work for you.
