International Airport Review
30 October 2025
Birmingham Airport unveils a new AI-powered passenger experience programme, featuring real-time updates and a virtual assistant to enhance journey efficiency and independence.
Birmingham Airport (BHX) has announced the launch of a new tech-driven programme of developments designed to transform the passenger experience. Known as ‘Connected Personal Experiences’ (CPE), the initiative will integrate leading technology into the airport journey providing passengers with the opportunity to receive real-time tailored updates directly to their smartphones.
As part of the first phase of CPE, which will have a multi-phased roll out over the next three years, the airport will be launching an AI-powered assistant, BABS – the Birmingham Airport Bot Service.
Developed in partnership with award-winning AI provider Hello Lamp Post, BABS will act as a personal assistant, guiding customers throughout their journey and can be accessed on smartphone devices or via digital help points around the terminal. Passengers can ask BABS questions such as “Where do I check in?”, “Which gate is my flight?”, or “Where can I grab a coffee?” and receive instant answers.
