news

Southampton Airport enhances travel with new AI assistant to improve accessibility and passenger experience

Posted: 7 April 2025 | | No comments yet

Southampton Airport launches an AI-powered assistant offering real-time support, enhancing navigation, accessibility, and overall passenger satisfaction across the terminal.

Southampton Airport AI

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.”

 

 

SIGN ME UP

 

Stay Ahead in Aviation — Subscribe for Free!

Get exclusive access to the latest aviation insights from International Airport Review — all tailored to your interests.

Expert-Led Webinars – Learn from industry leaders
Weekly News & Reports – Airport updates, thought leadership, and exclusive interviews
Event Invitations – Be part of the International Airport Summit
Partner Innovations – Discover the latest industry trends

Choose the updates that matter most to you. Sign up now and stay informed, inspired, and connected — all for free!

Thank you for being part of our community. Let’s keep exploring the future of aviation together!

Send this to a friend