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AI Chatbot Introduced to Help Passengers Navigate Calgary Airport

Calgary Airport Introduces AI Chatbot to Enhance Passenger Navigation
Calgary International Airport (YYC) has launched an artificial intelligence-powered chatbot designed to assist travelers in navigating its terminals, checking flight statuses, and locating amenities without requiring the download of a dedicated app. Developed in collaboration with indoor mapping firm Mappedin, the web-based tool offers bilingual support in Canadian French and English, aiming to improve the passenger experience amid increasing traveler volumes worldwide.
Bart Smith, General Manager of Corporate Services & IT Business Partners at Calgary Airports, emphasized the significance of this development, stating that the launch strengthens the airport’s longstanding partnership with Mappedin by integrating their mapping technology with a real-time generative AI solution. The chatbot is capable of responding to inquiries such as flight departure times, directions to specific gates, and nearby dining options by combining recent user queries with the airport’s detailed layout to provide location-aware answers.
The AI assistant is accessible free of charge on the airport’s official website, yyc.com. It represents a convergence of AI, indoor mapping, multilingual capabilities, and generative responses, forming part of a broader strategy to deliver consistent information across multiple platforms, including the airport’s website, in-terminal displays, and emerging technologies like holographic assistance. This initiative is supported through partnerships with both Satisfi Labs and Mappedin.
Industry Perspectives and Challenges
The introduction of YYC’s AI chatbot arrives amid ongoing debates within the aviation and customer service sectors regarding the role of artificial intelligence. Some passengers and industry experts, including Ivan Berg, have voiced concerns about AI’s capacity to provide accurate and empathetic assistance, highlighting a persistent preference for human agents, particularly when addressing complex or sensitive issues. Yuval Kossovsky, Managing Director of Transportation at Mappedin, acknowledged the challenges airports face in staffing adequately to meet the growing demand for real-time, personalized support as passenger numbers surge.
Market reception may initially reflect resistance from travelers who value human interaction, while regulatory scrutiny is expected to focus on data privacy and the AI system’s effectiveness in handling nuanced passenger needs. Calgary Airport’s move parallels similar experiments in other industries, such as the automotive sector, where companies like Tesla have deployed AI chatbots for customer support with varying degrees of success in user satisfaction and operational efficiency.
YYC’s adoption of AI technology could serve as a catalyst for comparable initiatives at other airports, potentially positioning AI integration as a competitive differentiator in the global aviation landscape. The airport’s ongoing challenge will be to balance technological innovation with the imperative to provide trustworthy, empathetic, and secure support to its passengers.

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