Bristol Airport Chatbot
Powering smarter travel with AI
Every year, ten million passengers pass through Bristol Airport – and as numbers rise, so do expectations. Today’s travellers want smooth, stress-free experiences, preferring self-service to reduce friction at every stage, from booking to boarding and beyond. Frictionlessness isn’t just a convenience - it’s a key driver of satisfaction and choice.
To meet these evolving expectations while maintaining exceptional service at scale, the popular airport needed a smart, seamless solution – one that enhanced the traveller experience while freeing up staff to focus on the moments that mattered most.
Our deep customer experience research revealed a key opportunity: many passenger queries could be resolved before ever reaching staff. We recommended a generative AI chatbot designed to encourage self-service, triaging requests to give staff the space to focus on complex, high-impact issues.
As Bristol Airport’s lead strategic agency, we partnered with specialists Voxly Digital to develop and deploy the always-on, AI-powered chatbot.
The chatbot delivers instant, detailed answers to everyday queries from car park bookings to lost property. Comprehensive and personalised, it intelligently understands and responds to a range of requests, escalates complex issues to relevant staff, filters inappropriate comments, and continuously learns what users respond best to, refining responses over time.
“This innovation has significantly decreased wait times for queries, allowing our call staff to do what they do best - helping our passengers with the most complex and urgent matters.”
Since launching, the chatbot has transformed how passengers access support. Despite a 13% increase in website traffic since 2024, visits to Contact Us and FAQ pages have dropped by 8% - a clear sign that passengers are finding answers faster. More significantly, switchboard calls have reduced by almost half and email enquiries have dropped by over a third, dramatically easing pressure on customer service teams.
With the UK’s first AI-powered airport chatbot, Bristol Airport is pioneering digital innovation in the UK transport sector. By seamlessly blending human expertise with AI efficiency, it has set a new standard for customer travel experiences, enabling the airport to serve more travellers, better.