Pittsburgh International Airport launches new passenger-first initiative ‘We Got You’

The following article was published by Future Travel Experience

Pittsburgh International Airport has launched a program called ‘We Got You’ that focuses on helping passengers navigate unexpected events. The passenger-first initiative includes AI-powered tools and more.

Pittsburgh International Airport – host of the FTE World Innovation Summit, 13-15 May 2025 – has launched a pilot program called ‘We Got You’ that focuses on helping passengers navigate unexpected events. The passenger-first initiative equips airport Information Desk staff and volunteers, known as Ambassadors, with technology and other tools to ensure travellers know where to go and how to get help, all while minimising frustration.

Most passenger issues fall into three main categories: Lost and Found, General Support and Reassurance, and Connection to Partners. ‘We Got You’ provides real-time assistance and clear guidance to travellers, helping them receive the support they need when and where they need it with handheld devices containing advanced, Artificial Intelligence (AI)-driven chatbots.

Key features of the ‘We Got You’ program include:

• Real-time assistance: Passengers receive prompt support for issues such as lost items, missed connections or general enquiries when and where they need it.
• Integration with Airport Ambassadors: The program works alongside PIT’s Ambassadors – over 90 volunteers who assist travellers throughout the airport. Ambassadors are equipped with handheld devices featuring a real-time AI-driven chatbot, allowing them to access airport data – including an interactive terminal map — to guide passengers efficiently.
• Language translation tools: To accommodate a diverse passenger base, the initiative includes language translation tools to facilitate better communication with travellers.
• Real-time flight tracking and transportation information: Passengers can access up-to-date flight information and details about ground transportation options.
• Internal communication: Anyone interacting with the public can quickly communicate with experts through tools like Teams to get answers to questions and share information.

Rooted in service design principles and developed through extensive passenger research, ‘We Got You’ aims to provide compassionate, real-time support for passengers who may feel vulnerable or overwhelmed.

‘We Got You’ was developed through a data-driven collaborative approach that involved passengers, frontline staff and PIT team members. They examined the end-to-end passenger journey, including check-in, security screenings and baggage collection.

“We’ve found that even the best-prepared travellers may find themselves in stressful or unexpected situations,” said Elise Gomez, Manager, Customer Service, Allegheny County Airport Authority. “That’s why we’ve put programs like ‘We Got You’ in place to ensure travellers have the right support so the travel experience can be seamless and worry-free.”

The FTE World Innovation Summit – hosted by Pittsburgh International Airport on 13-15 May 2025 – is free to airlines and airports and will bring together over 400 air transport industry innovators for a three-day interdisciplinary series of conference sessions, interactive workshops, tours of the new terminal at PIT and across key innovation sites across Pittsburgh, and networking opportunities. See the FTE World Innovation Summit agenda >> Register for the FTE World Innovation Summit >>

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Pittsburgh International Airport launches new passenger-first initiative ‘We Got You’