Ensuring a smooth and enjoyable travel experience for all is becoming increasingly complicated as the number of passengers in airports increases. This is where Artificial Intelligence (AI) comes into its own, particularly in improving the passenger experience.

Passport and visa control for an optimised passenger experience

One of the things that most impacts the passenger experience is passport and visa control. Thanks to AI, authorities are now able to scan all passport and visa information. The data is then processed more quickly and efficiently. These new technologies are also able to detect false documents more quickly.

Navigation and orientation

It is difficult to find your way around a large airport. Technologies based on artificial intelligence are capable of solving this problem, in particular thanks to applications that will enable travellers to find their way around more easily and consequently save precious time. In addition, AI is able to display real-time information on flight delays and boarding gates, which can have a positive impact on the passenger experience.

Passenger assistance

AI-based technologies are also a good way to help people with reduced mobility. Indeed, ‘bots’ can assist passengers in their movements within the airport. Indeed, AI chatbots are usually deployed as digital customer service agents, acting as the first point of contact for users and providing useful information or intelligent answers to questions. The technology most often works via text-based chat communication, but can also work via voice recognition and speech.


Security is one of the main concerns of airports. AI technologies can help improve security by detecting potential threats faster and more effectively. AI-based body scanners can detect hidden objects on passengers’ bodies, allowing security officers to react more quickly. AI-based security cameras can also detect dangerous objects in luggage.

AI can be used to help improve security screening processes by using facial recognition to identify passengers.

Passenger experience and automatic counting

Passenger counting at airports is an essential solution to ensure the safety and fluidity of air traffic. This is where artificial intelligence (AI) also comes into play.

AI-based automatic passenger counting uses sensors and cameras to collect data on the number of passengers. This data is then processed by machine learning algorithms to estimate the number of passengers entering and leaving the airport, or at strategic points in the terminals.

This technology can be used at various levels, such as monitoring queues and preventing overcrowding in security areas. It can also help optimise the use of resources and improve the passenger experience by providing real-time information on waiting times and traffic flows.

In addition, AI-based automatic passenger counting can help enhance airport security by detecting suspicious behaviour or abnormal crowd movements. The data collected can be used to identify risk areas and improve contingency planning.

Finally, AI can help airport authorities manage peak periods, such as holidays or sporting and cultural events, by providing data on traffic patterns.

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