AirportsSeptember 4, 2026 2 min read
AI agents in airports: what they are and what they solve
An assistant in every passenger’s WhatsApp that informs, answers and sells. What changes for the terminal and how to measure it.
Key takeaways
- An AI agent serves passengers on WhatsApp and web with the airport’s real flight information.
- It handles flight alerts, frequent questions, merchant recommendations and complaints.
- It is measured by satisfaction, fewer traditional-channel queries and team efficiency.
Every day an airport receives thousands of repeated questions: where a gate is, whether the flight is on time, where to eat or how to get to the city. Traditionally, those questions end up at an information counter, over the loudspeaker or in a queue.
What an airport AI agent is
It is a conversational assistant that serves passengers on the channels they already use, like WhatsApp or web chat, with real-time airport and flight information. Unlike a menu bot, it understands open questions, answers in several languages and speaks in the airport’s tone.
What it solves
- Flight notifications: gate changes, delays and boarding, straight to the passenger’s phone.
- 24/7 handling of frequent questions, without overloading the counters.
- Merchant recommendations based on gate, time and available time.
- An organized channel for requests, complaints and suggestions, with traceability.
How to measure it
The indicators that matter are satisfaction with automated service, fewer queries on traditional channels and team efficiency. At a partner airport, the assistant reached 99% satisfaction and cut traditional queries by 27%.
The key to making it work is not just the technology: it is connecting the agent to the airport’s real information, defining its personality and escalating to a person the cases that need one.
