Glasgow Airport has officially launched a state-of-the-art digital assistant to improve the passenger experience.
This AI-driven system is designed to provide real-time information and enhance navigation throughout the terminal.
Passengers can access the digital assistant via QR codes at various locations throughout the airport.
The airport initially introduced the digital assistant as part of an accessibility trial earlier this year.
The trial showed:
- 50% reduction in queries being received by customer service staff
- 12,300+ more passengers supported per year
- 86% satisfaction rate with service
The tool has now been refined and expanded to make it available to all passengers.
It’s not Glasgow’s first AI system. In 2020, the airport introduced an AI-powered chatbot called Clyde – named after the great river that runs through the city.
Helping passengers with reduced mobility (PRM)
In 2023, Glasgow Airport welcomed over 110,000 passengers with disabilities and reduced mobility (PRM), earning the highest “Very Good” rating from the Civil Aviation Authority’s Annual Accessibility Report.
This digital assistant is a key part of the airport’s ongoing efforts to enhance accessibility and ensure a seamless experience for all passengers.
MORE ABOUT GLASGOW AIRPORT
Glasgow Airport launches Clyde chatbot
Glasgow introduces GLAdys – its robot staff member
Supplier
The digital assistant is powered by London-based Hello Lamp Post.
The accessibility trial was in partnership with Connected Places Catapult.
Jamie Loudon, Group Head of Operational Solutions at Glasgow Airport:
“We take great pride in providing excellent service to the tens of thousands of special assistance passengers who travel through our terminals each year.
“Working with Connected Places Catapult on a trial earlier this year proved invaluable in helping us roll out this cutting-edge technology across the airport for all passengers.
“Technological advancements, particularly in artificial intelligence, are transforming how we deliver vital services. This AI-powered assistant will further enhance the customer experience, ensuring smoother and more personalised journeys for all who pass through Glasgow Airport.”
Tiernan Mines, Co-Founder and CEO of Hello Lamp Post:
“We’re really pleased that the success of our initial trial has now led to the full rollout of our platform at Glasgow Airport, and is helping to improve the airport experience for thousands of passengers.
“We have reduced repetitive passenger queries going to airport staff, freeing up their time, allowing them to not only support more passengers each year, but also focus on more urgent queries. Forming this partnership has unlocked opportunities to build a truly inclusive, passenger-focused solution that champions the values of Glasgow Airport and Hello Lamp Post.”
