Airports can feel overwhelming for passengers, but digital maps combined with AI chatbots are transforming how people navigate terminals. By providing instant answers and step-by-step directions, this technology reduces stress for travellers and eases pressure on airport staff.

Airports can make passengers feel overwhelmed or stressed, but digital mapping combined with AI chatbots is now transforming how passengers move through terminals.

At Lima Airport, the launch of a chatbot, supported by organic growth and onsite promotion of the digital map, led to a significant increase in map usage and passenger navigation across the terminal. Airport reports revealed that 90% of chatbot enquiries resulted in passengers using the indoor digital map, showing how central this tool has become to the passenger experience.

This demonstrates that today’s passengers expect airports to provide seamless digital support throughout their journey.

For passengers, navigation becomes smoother, faster, and less stressful. Clear directions reduce uncertainty, help people move confidently through terminals, and improve the overall airport experience.

For airport teams, fewer passengers rely on staff for directions. This allows employees to focus on higher-priority tasks and provide better support where it is needed most, improving operational efficiency across the terminal.

Chatbots provide quick, accessible answers around the clock and integrate seamlessly with digital maps, ensuring passengers get help whenever they need it.

By answering common questions digitally, airports can reduce queues and demand at physical information points.

Digital maps provide up-to-date directions to gates, shops, services, and facilities, helping passengers navigate with confidence.

This is not just a concept. Lima Airport and Mactan–Cebu Airport are already benefiting from this technology. Find out how it works here.