📍 Aena’s “Oli” Chatbot: A Nationwide Passenger Concierge in Spain

Since launching in December 2022, Oli, the AI-powered assistant by Aena, has become a cornerstone of passenger support across 41 Spanish airports, including Madrid-Barajas and Barcelona El Prat.

Key features:

• Real-time flight info, security wait times, and parking
  
  
  

• Wayfinding and boarding gate directions
  
  
  

• Stopover assistant for connection guidance
  
  
  

• Voice + text support in 8 languages
  
  
  

• Accessible via WhatsApp QR codes, airport screens, Facebook Messenger, and the app
  
  
  

Aena’s dual-AI model (discriminative + generative) enables natural, multi-intent conversations, and the result? Over 2 million passenger interactions and a 4.26/5 satisfaction rating.

“Oli enhances our communication capacity and complements—not replaces—our staff,” says Aena’s CX lead.
It also integrates with airline systems, expanding beyond Aena’s ecosystem.

This seamless, omnichannel approach shows how AI can elevate passenger experiences without sacrificing personalization or reliability.

🛫 ADR’s Digiport: WhatsApp Flight Info & Smart Boarding in Rome

Aeroporti di Roma (ADR), which operates Fiumicino Airport, has launched Digiport — a two-pronged digital innovation suite:

1. WhatsApp Chatbot:
   
   

   • Flight updates via QR scan
     
     
     

   • Service information (lounges, baggage, security)
     
     
     

   • Available 24/7, no app required
     
     
     

2. Smart Boarding (E-Gates E11-E24):
   
   

   • Micro-camera AI tracks boarding flow
     
     
     

   • Passengers get real-time gate progress on their phones
     
     
     

   • Frees up time to enjoy shops or relax before departure
     
     
     

These services are used by 1,000+ passengers daily and reflect ADR’s vision of transforming the airport into a digitally enhanced space, not just a transit hub.

🌍 Zurich Airport: Ditching Apps for WhatsApp

Zurich Airport shifted its strategy when app engagement underperformed. The pivot? Embrace the platforms travelers already use.

Now, with just a flight number, passengers can:

• Opt into WhatsApp or Facebook Messenger alerts
  
  
  

• Receive live updates: delays, gate changes, baggage location
  
  
  

• Share info with family or rideshares automatically
  
  
  

Zurich's messaging model proves that familiarity beats novelty—and digital convenience wins when paired with strong UX.

🇮🇪 Dublin & 🇬🇧 Gatwick: Chatbots for Real-Time Help

Both Dublin Airport and London Gatwick use Facebook Messenger and WhatsApp to:

• Push flight updates (boarding times, gate closings)
  
  
  

• Provide automated help via chatbots
  
  
  

• Offer service details (transfers, transport, amenities)
  
  
  

At Dublin, automation covers up to 85% of passenger questions—dramatically reducing service center load while improving response time.

Gatwick’s assistant “Gail” is a familiar face on Messenger, helping thousands with transport and baggage queries daily.

🌐 Multilingual Global Adoption: Schiphol, Milan, Riyadh & More

Schiphol Airport, Amsterdam

• Offers WhatsApp-based customer service
  
  
  

• Gathers feedback post-chat to improve experiences
  
  
  

• Operates 24/7 with rapid response and follow-up
  
  
  

Milan Airport

• Chat services via iMessage, Facebook Messenger & website
  
  
  

• Helps locate shops, manage baggage info, and more
  
  
  

• Popular with families, VIPs, and international travelers
  
  
  

King Khalid International, Riyadh

• WhatsApp chatbot in Arabic and English
  
  
  

• Supports FAQs, flight tracking, store info
  
  
  

• AI model upgraded in 2022 for better intent detection
  
  
  

GRU Airport, São Paulo

• WhatsApp concierge part of ALLWAYS VIP service
  
  

• Supports boarding, security, and passport assistance
  
  
  

• Personal messaging drives a premium guest experience
  
  
  

📊 Why Messaging Works for Airports

🔮 Future Outlook: AI Messaging Is Now the Passenger Interface

The airport of the future doesn’t ask passengers to download an app, wait in a queue, or decipher confusing maps. It offers a chat-based, always-on concierge — smart, scalable, and instantly accessible.

The takeaway from Aena, ADR, and dozens more? Messaging is no longer a support feature. It’s the core passenger experience.

💡 Key Lessons from Global Leaders

✈️ Final Thought

The most forward-thinking airports are not just digitizing—they’re humanizing the passenger journey through smart automation. With messaging apps like WhatsApp at the center, passengers now enjoy real-time, stress-free, personalized experiences across terminals.

AI messaging isn’t a luxury anymore — it’s an expectation. And airports that embrace this shift are seeing the benefits in smoother flows, higher NPS scores, and increased non-aero revenue.