Birmingham Airport uses AI assistant BABS to answer passenger questions around the clock

Birmingham Airport in England uses an AI assistant called BABS to answer passenger questions, day and night. The assistant was built by Hello Lamp Post, a company that makes conversational AI tools. Future Travel Experience reported on the project in early November 2026.

BABS is available in the terminal and online. The airport says it handles thousands of passenger enquiries. It is switched on 24 hours a day, so people can ask a question at any hour, including before an early flight.

What BABS can help with

The assistant answers questions on the topics passengers ask about most:

• Check-in and security
• Baggage
• Car parking
• Lounges
• Accessibility services
• Terminal facilities and finding your way around

The airport also uses the questions to learn what passengers need. That helps teams see which topics cause the most confusion.

What comes next

Birmingham Airport plans to grow the tool. The list of plans includes:

• More personal answers for each passenger
• More links to airport systems
• More self-service options
• Help on the passenger's own phone, from arrival to departure
• More languages
• Possible use by airport staff in daily operations

Stuart Haseley-Nejrup, Head of Customer Strategy at Birmingham Airport, said the team is always looking for new ways to improve the passenger experience. He added that BABS "has become an important part of how we support our customers."

Why it matters

Airports answer the same questions many times a day. A digital assistant can take over the simple ones, so staff have more time for passengers who need a person. Software like this is also a growing part of airport work, from passenger service to operations.

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Source: Future Travel Experience