Glasgow Airport: AI Digital Assistant for Passenger Assistance

From the car park to gate, thousands of passengers travelling through Glasgow Airport require support at multiple touchpoints throughout their journey every single day.

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For frontline teams, responding to routine questions and support requests reduced staff capacity to support passengers with complex needs. Glasgow Airport required a scalable solution that ensure passenger information and assisted travel support was more accessible, so travellers could self-serve common queries wherever possible.

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Why AI-Powered Passenger Engagement Matters:

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As more passengers enter Glasgow Airport each year, the pressure to consistently deliver high-quality support for passengers across every touchpoint continues to grow. Without a digital solution in place, meeting this demand would require additional staff and resources to handle the increasing volume of questions and enquiries.

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The airport was also missing the opportunity to capture passenger sentiment data at scale. Every passenger represented a missed opportunity to understand how travellers felt throughout their journey and during Assisted Travel services. Capturing this insight can help to identify common pain points, strengthen airport community engagement and improve the overall passenger experience.

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Our Solution (an AI Digital Assistant and Digital Team Member):

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Hello Airport is an AI-powered digital assistant, known as a Digital Team Member, created by Hello Lamp Post that acts as a digital extension of Glasgow Airport’s team, supporting passengers 24/7.

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Travellers can engage in a natural, two-way digital conversation at any time via their mobile phone, allowing any passengers to self serve routine and Assisted Travel queries, access real-time information through integrated APIs (including flight statuses, security wait times) and discover location-aware recommendations for nearby retailers, offers and services during their visit.

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Phase 1 (Connected Places Catapult Trial): First launched as part of the ‘Future of Air Mobility’ Accelerator, passengers were able to scan QR-enabled signage to receive instant support regarding special assistance requests.

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Phase 2 (AGS Expansion): Following the success of the trial, Hello Airport launched across AGS Airports (Aberdeen, Glasgow & Southampton Airport), expanding their Digital Team Members further to provide real-time flight information, airport wayfinding, navigation assistance and tailored passenger support, 24/7.

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User Experience:

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With signage located across Glasgow Airport, passengers can access support via  Digital Team Members 24/7/365, simply by scanning the QR code across key touchpoints.

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Rather than searching through multiple sources including websites for information, travellers can simply ask a question to our airport digital assistant and receive a relevant, location-specific response. This created an accessible digital layer of passenger support alongside Glasgow Airport’s special assistance services.

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As well as answering routine enquiries, the solution provides automated passenger information, live flight updates and airport navigation support. Its location-aware responses help passengers find facilities, services and retail destinations more easily, so more travellers can self serve throughout their journey.

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Staff Impact:

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By reducing the number of general passenger and Assisted Travel queries requiring manual intervention, Digital Team Members help reduce airport customer service workload. Now, Glasgow Airport’s team has more capacity to focus on travellers who need in-person assistance or have more complex queries.

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The approach to airport support automation is not about replacing Glasgow's frontline team. It gives passengers faster access to routine information while allowing airport staff to concentrate their time where human support provides the most value.

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Hello Airport also automates the collection and structuring of passenger feedback. A real-time dashboard gives Glasgow Airport access to a larger and more consistent source of passenger intelligence, improving visibility into emerging trends, operational issues and pain points across the airport. This information can then be reviewed and acted upon more efficiently.

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Together, these capabilities support Glasgow Airport’s wider digital transformation, combining self-service support, accessibility, real-time information and passenger insight through a scalable airport passenger engagement platform.

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