Aberdeen Airport rolls out AI digital assistant to improve passenger experience

Developed in partnership with Hello Lamp Post, it delivers real-time, personalised assistance, helping passengers access vital information and navigate the terminal easily.

Available via QR codes, it offers instant support on mobile devices, catering to all passengers, including those with accessibility needs.

By automating responses to routine enquiries, the tool reduces the volume of common questions directed to staff.

‘Hello Aberdeen’ also unlocks new insights into passenger needs, helping the airport identify trends, and so improve services in key areas.

A trial on using the new digital assistant was held last year at sister airport Glasgow in partnership with Connected Places Catapult which focused on passengers requiring special assistance.

The trial showed a 50% reduction in queries were received by customer service staff and it supported 12,300+ more passengers per year.

Mark Beveridge, Managing Director of Aberdeen International Airport, said: “We are delighted that we have been able to launch this cutting-edge technology that will help passengers with real-time information available.”

“This AI-powered assistant we hope will further enhance the customer experience, ensuring a smoother and more personalised journey.”

Tiernan Mines, CEO of Hello Lamp Post, said: “The launch marks another key milestone in our partnership with the AGS Group, improving the experience for both passengers and staff.”