Tag Archive for: passenger experience

Boston Logan pilots AI passenger assistant

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Boston Logan International Airport has introduced a life-size AI assistant to help passengers navigate the terminal and access live travel information.

Named Amelia, the avatar can hold natural-language conversations and provide step-by-step directions to gates, restaurants, shops, lounges and baggage reclaim. The pilot expands the customer service options available to passengers at the airport.

The assistant is presented through self-contained units combining a holographic display with a touchscreen. Live mapping and real-time Transportation Security Administration (TSA) updates allow passengers to check security wait times and plan their journeys through the terminal.

“It takes bold vision to implement emerging technologies like holograms and AI avatars, innovations that still feel like science fiction to most people,” said David Nussbaum, Founder of Proto Hologram. “But Massport understands that the technology is ready now, and that it can create a smoother and more pleasant experience at Boston Logan while also supporting the human staff so they can do their best too.”

Amelia can communicate in up to 40 languages, with English, Spanish and French included in the initial service. Accessibility features include high-contrast displays, closed captions, wheelchair-accessible positioning and maps designed to meet Web Content Accessibility Guidelines.

Passengers who need further assistance can also use the system to connect directly with a member of the airport’s customer service team.

The Massachusetts Port Authority (Massport), which owns and operates Boston Logan, said the technology is intended to supplement the airport’s existing passenger assistance services.

The assistant can handle routine wayfinding enquiries throughout the day and night, support airport staff during busy periods and fill gaps in customer service provision. This could allow employees to concentrate on more complex passenger needs.

The pilot was developed by Massport in partnership with Proto Hologram and Holomedia AI. The companies said Boston Logan is the largest airport to introduce the service for passengers and that it represents Proto’s first major deployment in the Boston area.

At Boston Logan, the pilot combines conversational assistance, airport information and live connections to employees within a single interface, while retaining access to human support when passengers require it.

Image: Proto Hologram

Paris-Beauvais Airport extends use of conversational assistant

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Paris-Beauvais Airport has extended its partnership with conversational AI provider Hubway to 2029 following a six-month pilot that demonstrated strong passenger adoption and engagement.

The solution provides multilingual assistance before and during the airport journey, helping travellers access flight information, wayfinding, transport options, baggage guidance and airport services through a QR code, without requiring an app download.

According to the airport, the trial recorded nearly 4,400 conversations across five locations, achieving a 97 percent resolution rate.  It has supported 36 languages and received an average satisfaction score of almost 4.5 out of 5. The platform also generated significant engagement with airport services, including transport, retail and dining.

Xavier Watel, Head of Customer Experience at Paris-Beauvais Airport, said the airport’s ambition is to offer “an ever smoother, more accessible, and more personalized experience,” adding that the initial results show “conversational intelligence meets a real expectation among our passengers.”

The extended partnership will be delivered in phases over the next three years. Planned developments include expanding the assistant beyond the airport through digital channels, introducing more personalised services and booking capabilities, and creating a multi-channel experience with services available in around 100 languages.

Zensors assists TSA on new standard for security wait times

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The Transportation Security Administration (TSA) has introduced a new standard for reporting real-time security checkpoint wait times, with Zensors providing the AI-powered platform supporting the initiative.

The system uses computer vision and artificial intelligence to transform existing security cameras into intelligent sensors, enabling continuous measurement of passenger throughput, queue lengths, bag screening times and search rates. According to Zensors, the platform provides TSA and airport operators with a live view of checkpoint performance, replacing manual wait time estimates with automated, real-time insights.

The platform also provides operational guidance, including when to open or close screening lanes and reallocate TSA officers and airport staff, or when to direct passengers towards less congested checkpoints.

Boston Logan International Airport is the first airport to implement the new standard across all security checkpoints, allowing passengers to access official TSA Real Time Wait Time information generated by the platform.

Anuraag Jain, CEO of Zensors, said: “By turning existing security cameras into intelligent sensors, we can deliver real-time operational awareness without requiring new infrastructure, enabling airports and TSA to improve both security operations and passenger experience.”

 

Foto de Icarus Chu en Unsplash

The Airports AI Alliance (AAA) assists the aviation industry to deploy artificial intelligence effectively and responsibly by bringing together C-suite business leaders who are committed to creating a roadmap for their organisation.

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