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Hello Airport

Glasgow Airport: Digitising Assisted Travel

Aimed at enhancing inclusivity and accessibility, our Digital Team Members are handling Assisted Travel requests and queries to help passengers self-serve across the airport. We're also providing real-time flight information through integrated APIs and answering frequently asked questions from travellers.

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Interactive signage at Glasgow Airport near flight information, asking passengers to scan the QR code if they need passenger assistance.
250+
Staff Days Saved
9,900+
Passengers supported
7,900+
Questions Diverted from Customer Experience Teams
250+
Staff Days Saved
9,900+
Passengers supported
7,900+
Questions Diverted from Customer Experience Teams

Objectives:

  • Provide staff-time savings: By reducing time spent handling routine queries and support requests
  • Improve Assisted Travel support: Ensure passengers are fully supported across all touchpoints, from car-park to gate
  • Gauge satisfaction levels: By increasing feedback provided by passengers requiring support and assistance during their journey‍
  • Increase customer satisfaction scores: By measuring how well Digital Team Members support passengers and improve airport experience
Person with phone scanning interactive signage at Glasgow Airport asking passengers to scan the QR code if they need passenger assistance
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Outcomes:

  • Reduction in queries requiring manual intervention: From Assisted Travel passengers, reducing independence on frontline staff
  • Valuable staff time savings: By automating workflows like Assisted Travel requests and instantly answering frequently asked passenger questions‍
  • 33.8% Increase in passenger feedback: Passengers feel more confident navigating the airport and better supported throughout their journey

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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