Southampton Airport has launched an advanced AI-powered digital assistant to enhance passenger experience and accessibility throughout its terminal. The technology, developed in collaboration with Hello Lamp Post, offers real-time flight updates, personalised navigation assistance, and tailored support, especially for those requiring special assistance.

Following a successful trial at Glasgow Airport with Connected Places Catapult, the AI platform demonstrated a 50% reduction in customer service queries and supported over 12,000 additional passengers annually. Passenger satisfaction during the pilot reached 86%, prompting Southampton to expand the tool for all travellers. The assistant is accessible via QR codes placed throughout the terminal, effectively acting as a virtual concierge.

The initiative forms part of the airport's broader commitment to inclusive and efficient travel. Southampton Airport recently received the Civil Aviation Authority's top 'Very Good' rating for accessibility. Airport Managing Director Gavin Williams praised the new tool's ability to enhance customer journeys, while Hello Lamp Post's CEO, Tiernan Mines, highlighted the value in easing pressure on staff by handling routine queries.