Southampton Airport has introduced a new AI-powered digital assistant to improve passenger experience ahead of the busy summer season. Developed by Hello Lamp Post, the technology is now live and available throughout the airport terminal.
The assistant provides real-time flight updates, terminal navigation help, and tailored support, including for passengers with additional accessibility needs. Passengers can access the service using location-specific QR codes displayed across the airport on their mobile devices.This innovation follows a successful trial at Glasgow Airport, in partnership with Connected Places Catapult, focused on special assistance passengers.
The Glasgow trial delivered significant benefits:
- A 50% reduction in customer service queries
- 12,300 additional passengers supported annually
- An 86% satisfaction rate
Southampton Airport worked closely with Hello Lamp Post to refine and expand the digital assistant’s capabilities following the trial’s success. The tool reduces repetitive queries, allowing staff to focus on critical tasks and provide higher quality passenger support.
Gavin Williams, Managing Director at Southampton Airport, said: “We are proud to launch this technology at Southampton Airport, offering real-time information and improving customer journeys.”
Tiernan Mines, CEO of Hello Lamp Post, said: “Our assistant helps streamline services and improves accessibility. This partnership enhances the travel experience across both Southampton and Glasgow.”
Southampton Airport has consistently prioritised accessible travel. The Civil Aviation Authority recently awarded it a “Very Good” rating for PRM services.
This AI assistant forms a key part of the airport’s strategy to provide a seamless and inclusive travel experience for all.