Improving Passenger Assistance

We’ve developed a digital assistant for Glasgow Airport to enhance inclusivity and accessibility. This tool efficiently addresses passenger enquiries on various topics, including emergency assistance, retail, entertainment, transportation and support services. It also provides real-time flight information through an integrated API and offers additional help to those who need it.

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  • Client Name:
    Glasgow Airport
  • Sectors:
    All Sectors
    Transportation
  • Use Cases:
    Virtual Assistant
  • Location:
    Glasgow Airport, Scotland
  • Press:
    View Press
    View Press
  • Resource:
    View Resource
Interactive signage at Glasgow Airport near flight information, asking passengers to scan the QR code if they need passenger assistance.
250+
Staff Days Saved
33.8%+
Passenger Feedback
50%
Reduction in Public Queries
250+
Staff Days Saved
33.8%+
Passenger Feedback
50%
Reduction in Public Queries

Project Objectives:

  • Evaluate the reduction in staff time spent handling routine enquiries and support requests
  • Assess the overall improvement in passenger experience and navigation within Glasgow Airport
  • Measure the effectiveness and accessibility of interaction points designed for individuals with disabilities or impairments
  • Track the number of successful assists provided to people with reduced mobility
  • Gauge satisfaction levels among users with disabilities regarding the support and assistance received
  • Monitor the adoption rate of the virtual assistant by all passengers, including those seeking general information and support

Project Outcomes:

  • 50% reduction in queries being received by Passengers with Restricted Mobility (PRM) and customer services teams
  • 250+ days per year of staff time given back to Glasgow staff
  • 12,300+ more passengers supported per year
  • 33.8% increase in passenger feedback (CAA)
  • 100% of passenger queries resolved with an instant response
  • 86% satisfaction rate with service

Hello EA Outcomes:

“The technological advancements we’re seeing today in areas such as artificial intelligence and augmented reality could play a key role in how we improve these vital services and further enhance the customer experience.”

Ronald Leitch,

Interim Chief Operating Officer at AGS Airports

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