Pittsburgh International Airport launches ‘We Got You’ initiative to enhance passenger support and experience

Pittsburgh International Airport (PIT) has launched the ‘We Got You’ initiative to improve passenger experiences during unexpected events. Currently in its pilot phase, the programme provides clear guidance and assistance, ensuring passengers know where to go and how to get help when needed.

Details of the ‘We Got You’ initiative at Pittsburgh Airport 

Addressing common pain points identified through feedback, ‘We Got You’ focuses on lost and found, general support, reassurance, and connections to partners. “‘We Got You’ is all about putting passengers first,” said Siri Betts-Sonstegard, senior vice president of experience and design at PIT. “Our goal is simple: to ensure travellers get the support they need, exactly when they need it. This initiative delivers clear, timely assistance, making their journey as smooth as possible.” PIT’s unique strategy integrates service design and universal access into its approach, setting it apart from others in the industry.

The initiative also incorporates PIT’s Ambassador programme, with over 90 volunteers who assist travellers throughout the airport. Equipped with handheld devices featuring a real-time AI-driven chatbot, volunteers can access airport data and an interactive terminal map to guide passengers more efficiently. “We’re designing services that integrate people, processes, technology and infrastructure, all with the passenger experience at the centre,” Betts-Sonstegard added.

Initial testing has received positive feedback, with passengers noting improvements in service speed and clarity. The pilot will expand with more volunteers in the coming weeks to refine the system. The programme also includes language translation tools, real-time flight tracking, and information on transportation options. PIT plans to implement this initiative further in preparation for its new $1.5B terminal, ensuring a seamless experience across all touchpoints.

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