Objectives:
- Reduce inbound calls and emails: To Birmingham Airport's customer support staff
- Automate workflows: Reduce the manual work involved in reporting issues and Assisted Travel requests to free staff time
- Easily gather passenger feedback at scale: To better understand changing needs and evolving traveler expectations
- Increase customer satisfaction scores: By measuring how well Digital Team Members support passengers and improve airport experiences
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Outcomes:
- One connected experience: Reliable information delivered across the airport, ensuring consistent and accurate support across all touchpoints
- Valuable staff time savings: By automating workflows like maintenance reporting and instantly answering frequently asked passenger questions
- Boosted customer satisfaction scores: With seamless experiences, passengers feel more confident navigating the airport and better supported throughout their journey
Project Launched August 1st 2025
Hello EA Outcomes:
"Since launching BABS, our Digital Team Member plays a vital role in keeping our terminal running smoothly and managing capacity more efficiently.
Whether we're facing extreme weather or peak travel, BABS is always available, ensuring passengers are supported during every stage of their journey."
Stuart Haseley-Nejrup, Head of Customer Strategy at Birmingham Airport
