Project Objectives:
- Evaluate the reduction in staff time spent handling routine inquiries and support requests
- Assess the overall improvement in passenger experience and navigation within Glasgow Airport
- Measure the effectiveness and accessibility of interaction points designed for individuals with disabilities or impairments
- Track the number of successful assists provided to people with reduced mobility
- Gauge satisfaction levels among users with disabilities regarding the support and assistance received
- Monitor the adoption rate of the virtual assistant by all passengers, including those seeking general information and support
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Project Outcomes:
- 50% reduction in queries being received by Passengers with Restricted Mobility (PRM) and customer services teams
- 250+ days per year of staff time given back to Glasgow staff
- 12,300+ more passengers supported per year
- 33.8% increase in passenger feedback (CAA)
- 100% of passenger queries resolved with an instant response
- 86% satisfaction rate with service
Hello EA Outcomes:
“The technological advancements we’re seeing today in areas such as artificial intelligence and augmented reality could play a key role in how we improve these vital services and further enhance the customer experience.”
Ronald Leitch,
Interim Chief Operating Officer at AGS Airports
