Passengers can access the AI digital assistant via QR. Credit: Glasgow Airport.

Glasgow Airport in Scotland has launched an AI-powered digital assistant to enhance passenger experience.

The AI technology is accessible throughout the airport and is designed to offer real-time information and navigation assistance, streamlining services for travellers.

The service provides flight updates, navigational help, and customised support, catering to various accessibility requirements.

The digital assistant, powered by Hello Lamp Post, was produced earlier this year as part of an accessibility trial with a UK innovation “accelerator” Connected Places Catapult.

During the trials, a 50% reduction in queries received by customer service staff was observed. The digital assistant supported over 12,300 additional passengers so far this year and achieved an 86% satisfaction rate.

Building on these positive results, Glasgow Airport and Hello Lamp Post have refined the tool, making it accessible to all passengers.

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Passengers can access the digital assistant through QR codes placed strategically around the airport, effectively serving as a personal concierge.

Glasgow Airport operational solutions group head Jamie Loudon said: “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.”

In 2023 Glasgow was recognised for its dedication to passengers with disabilities and reduced mobility for the introduction of over 110,000 PRM passengers, achieving the “Very Good” rating in the Civil Aviation Authority’s Annual Accessibility Report.

Glasgow Airport also partnered with Connected Places Catapult to develop the UK’s first Connected Airport Living Lab.

The companies intend to create demonstrations and pilot innovative technologies to address challenges in the aviation sector.