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.

‍

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.

‍

‍

Why AI-Powered Passenger Engagement Matters:

‍

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.

‍

The airport also missed 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, while identifying common pain points that could be addressed to improve overall passenger experiences.

‍

‍

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

‍

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

‍

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.

‍

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.

‍

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, navigation assistance and tailored passenger support, 24/7.

‍

‍

User Experience:

‍

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.

‍

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

‍

Staff Impact:

‍

By reducing the total of general passenger and Assisted Travel queries requiring manual intervention from Glasgow Airport’s staff, their team has more capacity to focus on travellers requiring in-person assistance for more complex queries. 

‍

With the automation of the collection and structuring of passenger feedback, Hello Airport provides Glasgow Airport with access to a large and more consistent source of intelligence via a real-time dashboard, improving visibility into emerging trends, issues and pain points throughout the airport, whilst also enabling data to be reviewed and acted upon more efficiently.

‍