It could be the announcement we have all been waiting for – literally. 15below, an operator of automated and personalised passenger communications for airlines, has acquired Airport AI, a conversational AI platform used by more than 80 airports, including Sydney, Brisbane, Melbourne and the Gold Coast.
More than 80,000 flight delays and cancellations have already been logged this year, yet most airlines still lack timely access to accurate airport data, making it challenging to deliver clear, consistent updates to passengers and prompting renewed pressure to rethink their customer communication strategies.
While many disruptions originate on the ground, it’s the airline that bears the responsibility for keeping passengers informed, often without access to current gate or tarmac data. This results in slow messaging, inconsistent updates, and a limited ability to deliver real-time, contextual information to individual passengers, especially when critical information from airport operations is incomplete or delayed.
Today’s acquisition of Airport AI by 15below, considered a leader in automated and personalised airline passenger communications, aims to solve that.
Direct answers to time-sensitive questions
For airlines, the acquisition brings a smarter, two-way communication engine that reflects what’s happening at the airport, not just what’s in their systems. For airports, it provides a scalable solution to automate routine passenger interactions and alleviate pressure on frontline staff.
And for passengers, it means faster, more accurate updates across familiar channels, such as airport websites, WhatsApp, SMS and kiosks, with direct answers to time-sensitive questions, like “Is my gate changing?” “Will I make my connection?” or “Can you rebook me on the next flight?” mitigating long wait times for responses and frustration.
“We really admire Airport AI’s unique technology and their vision for transforming passenger communications, which aligns perfectly with our commitment to delivering a seamless travel experience,” said 15below CEO Nicholas Key. “This partnership brings together two market leaders with deep expertise across airline and airport systems and passenger engagement, creating a powerful force for positive change across the travel industry.”
Two-way conversation channel
Airport AI provides an omnichannel Artificial Intelligence (AI) SaaS solution for the airport industry, enabling a two-way conversation channel between airports and passengers.
“Our partnership with 15below marks a major milestone, not just for Airport AI, but for the entire aviation ecosystem,” Airport AI CEO Pierre Cuquemelle said. “For too long, airports and airlines have operated in silos when it comes to engaging with passengers. By combining our expertise in AI-driven passenger communication with 15below’s deep integration across airline systems, we’re building the foundation for a future where airports and airlines collaborate seamlessly to deliver smarter services, improve operational efficiency, and make travel less stressful for millions of people around the world.”
Once fully integrated, Airport AI’s capabilities will significantly expand the reach and relevance of 15below’s technology, connecting airlines and airports through real-time, AI-powered communication and delivering clear benefits to operators and passengers alike.
“By combining our strengths, we are in a unique position to drive smarter, more connected journeys for passengers while helping airlines and airports work more efficiently together,” Key added. “We know how much potential this has to benefit the whole aviation industry, and we’re excited to lead this next chapter of intelligent, personalised travel.”
