Athens International Airport (AIA) in Greece has partnered with Canadian tech firm PathosAI to measure the emotional engagement of passengers amid the ongoing Covid-19 pandemic.

For measuring the subconscious drivers of passenger experience, the airport used artificial intelligence (AI), natural language processing (NLP) and other digital tools.

The tool ‘Measuring Passengers’ Emotional Engagement: Your Emotions Count’ will enable the airport to provide personalised services to its passengers.

AIA will evaluate data from the travellers’ current communication channels such as call centres, social media, customer care and comment management for quantifying the emotional engagement.

As a result, the airport will be able to realise the factors that influence the emotions of the passengers and execute actions to offer a better experience and multiply consumer spending.

In addition, the initiative will support continuous improvement of services for travellers, according to ACI Europe’s passenger service guidelines.

AIA communications and marketing director Ioanna Papadopoulou said: “People are the centrepiece of all our actions. Aiming at creating the optimum environment for our passengers, especially during these unprecedented times, we have embarked on this pilot project in collaboration with PathosAI. Through artificial intelligence and state-of-the-art- digital tools, we measure and identify stress levels, emotions and subconscious drivers of passenger experience in an effort to pinpoint specific action areas and become better.”

Last September, Indra secured a contract from Hellenic Civil Aviation Authority in Greece to supply an air traffic surveillance system and radars at AIA.

Under the contract, Indra delivered a new InNova Ground Advanced Surface Movement Guidance & Control System (A-SMGCS) and multilateration systems for identifying ground and approaching aircraft.