Passenger Terminal World - Passenger Terminal World January 2026
Artificial intelligence
2025-12-06 10:24:57
Artificial intelligence is being used to cut emissions, smooth passenger journeys and deliver multilingual, personalized service at terminals across the world
Italy
Aeroporti di Roma (ADR) has introduced a new AI virtual assistant, developed with Amazon Web Services and Storm Reply, to act as a digital companion for travelers at Rome Fiumicino (FCO). Available via ADR’s WhatsApp chatbot and the airport website, and fronted by ADR’s mascot, Adryx, the assistant uses a multi-agent generative-AI architecture (powered by Amazon Bedrock) to deliver secure, context-aware responses in multiple languages. It provides real-time flight updates, baggage tracking, parking availability, transportation guidance and personalized terminal recommendations, accompanying passengers from arrival to departure. The solution is designed both to simplify wayfinding at one of Europe’s busiest hubs and to free up frontline staff to deal with more complex issues.
“From the first buongiorno to the final arrivederci, we are committed to offering a smooth travel experience that blends Italian hospitality with technological innovation,” said Emanuele Calà, senior vice president for transformation and technology at Aeroporti di Roma. “The virtual assistant marks a significant milestone in our digital transformation journey, enabling us to provide personalized support to the 50 million travelers who pass through our airports each year, ensuring that their first and last moments in contact with the city are comfortable and effortless.”
Denmark
Copenhagen Airport (CPH) has gone live with Assaia’s EmissionsControl, an AI-powered monitoring system that tracks auxiliary power unit (APU) runtime in real time across the majority of the airport’s stands. Said to be the first deployment of its kind globally, the system uses advanced camera sensing and machine learning to provide CPH with 24/7, weather-contextualized data on when and why APUs are used during turnarounds. By closing a long-standing data gap that has hampered targeted action to reduce ground emissions, the insights allow operations teams and airline partners to identify instances where APUs are running longer than necessary while ground power alternatives exist, opening the door to measures that cut fuel burn, reduce costs and improve air quality for staff and neighboring communities.
“The use of APUs contributes to noise and emissions of CO2 and air pollution, including ultra-fine particles, which are a concern for our employees and our neighboring communities. That’s why we aim to reduce APU usage as much as possible,” said Copenhagen Airport COO Kristoffer Plenge-Brandt. “With this new tool, we can identify when our operational guidelines are not being met, and understand the reasons behind it. That insight is essential for developing effective measures to support cleaner ground operations.”
India
Adani Airport Holdings (AAHL) has signed a strategic deal with AionOS to roll out an agentic, multilingual omnichannel AI platform – IntelliMate – across its airports in India. Designed to act as a 24/7 intelligent concierge, the system will deliver domain-led conversational AI and automation across voice, chat, web and mobile, handling flight updates, gate and baggage information, directions and service requests in English, Hindi and regional dialects. The platform is intended to provide consistent, context-aware engagement across all channels, cutting service turnaround times while improving inclusivity for India’s diverse traveler base. The deployment will integrate with Adani’s in-house digital ecosystem – Aviio, Adani OneApp and Airport in a Box – strengthening collaboration, passenger convenience and future readiness.
“At AAHL, our vision is to redefine the airport experience through intelligent, digital-first innovations that place passengers at the heart of everything we do, converting their travel anxiety into excitement,” said Arun Bansal, the CEO of Adani Airport Holdings. “Our collaboration with AionOS marks a significant step in delivering seamless and personalized journeys for travelers across our airports.”
CP Gurnani, the co-founder and vice chairman of AionOS, added, “We are excited to embark on this transformative journey with AAHL. Our collaboration is a testament to our shared vision of leveraging advanced technologies to offer exceptional customer experience.”
READ MORE ON AI IN CHANGE AGENTS ON PAGE 24
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