Southampton Airport enhances travel with new AI assistant to improve accessibility and passenger experience
Posted: 7 April 2025 | Gabriel Higgins | No comments yet
Southampton Airport launches an AI-powered assistant offering real-time support, enhancing navigation, accessibility, and overall passenger satisfaction across the terminal.
Credit: Southampton Airport
Southampton Airport has introduced a cutting-edge digital assistant, powered by Hello Lamp Post, to improve passenger experience ahead of the busy summer season. The AI-driven platform, now live across the airport, delivers real-time information and helps travellers navigate the terminal with ease.
Details on Southampton Airport’s new AI assistant
The technology was first trialled at sister airport Glasgow in partnership with Connected Places Catapult, with a focus on passengers requiring special assistance. The pilot showed impressive results:
- A 50% drop in customer service queries
- Over 12,300 additional passengers supported annually
- An 86% satisfaction rate
Building on this success, Southampton Airport worked closely with Hello Lamp Post to expand and refine the tool, making it available to all passengers. Accessible via QR codes throughout the terminal, the assistant acts as a personal concierge, offering tailored support, real-time flight updates, and wayfinding assistance.
The initiative is part of Southampton Airport’s ongoing commitment to accessibility and passenger service. The airport recently earned the Civil Aviation Authority’s highest “Very Good” rating in its Annual Accessibility Report.
Gavin Williams, Managing Director at Southampton Airport, said:
“We are delighted that we have been able to launch this cutting-edge technology in our airport with real-time information available. This AI-powered assistant will further enhance the customer experience, ensuring smoother and more personalised journeys for all who pass through Southampton Airport.”
Tiernan Mines, Co-Founder and CEO of Hello Lamp Post, added:
“By helping to reduce repetitive questions, our digital assistant allows staff to focus on more pressing matters and provide better support where needed… We’re incredibly proud to be part of a shared effort to improve the travel experience at both Southampton and Glasgow Airports.”
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Related topics
Accessibility, Airport development, Airside operations, Artificial intelligence (AI), Data, Digital transformation, Passenger experience and seamless travel, Passenger volumes, Social responsibility, Terminal operations, Workforce
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Civil Aviation Authority, Connected Places Catapult, Hello Lamp Post
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