Aberdeen International Airport launches new AI-powered tool to improve passenger experience

The following article was published by Future Travel Experience

UK regional gateway Aberdeen International Airport has unveiled ‘Hello Aberdeen’, an innovative digital assistant designed to provide instant support and improve every stage of the passenger journey.

UK regional gateway Aberdeen International Airport – part of AGS Airports – has unveiled ‘Hello Aberdeen’, an innovative digital assistant designed to provide instant support and improve every stage of the passenger journey.

Developed in partnership with Hello Lamp Post, the tool delivers real-time, personalised assistance, helping passengers access vital information and navigate the terminal with ease. Available via QR codes across the airport, it offers instant support on mobile devices, catering to all passengers, including those with accessibility needs and international travellers.

By automating responses to routine enquiries, the tool reduces the volume of common questions directed to staff, allowing operational teams to focus on more complex and urgent tasks.

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

“We are delighted that we have been able to launch this cutting-edge technology that will help passengers with real-time information available,” said Mark Beveridge, Managing Director, Aberdeen International Airport. “This AI-powered assistant we hope will further enhance the customer experience, ensuring a smoother and more personalised journey for all that pass through Aberdeen International Airport.”

A trial on using the new digital assistant was held last year at sister airport Glasgow in partnership with Connected Places Catapult with a focus on passengers who needed special assistance.

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 launch of ‘Hello Aberdeen’ marks another key milestone in our partnership with the AGS Group, improving the experience for both passengers and staff,” said Tiernan Mines, Co-Founder and CEO, Hello Lamp Post. “By freeing up staff to focus on what matters most, we’re ensuring passengers get the best support where it counts.”

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Aberdeen International Airport launches new AI-powered tool to improve passenger experience