15below Acquires Airport AI to Tackle Aviation’s Comms Crisis
Originally published on APEX
Photo via the Port of Seattle
In early July, automated passenger communications expert 15below acquired Airport AI, a specialist in artificial intelligence-powered airport messaging. Together, they aim to bridge the long-standing gaps in communication, data and customer service between airports and airlines.
The Communication Gap Undermining Passenger Trust
The merger between 15below and Airport AI addresses one of the aviation industry’s most persistent challenges: Communication. Despite advances in technology, it remains the Achilles heel of modern air travel. Airlines, airports and ground handlers often operate on separate systems, leaving passengers with incomplete, conflicting or delayed information.
This disconnect is most visible during disruptions, when tensions are high and clarity is needed most. A single delay can trigger multiple explanations: one from the airport, another from the airline, and yet another from the flight crew. For passengers, this inconsistency creates frustration and diminishes trust in the travel experience.
Photo via United States Department of Transportation
According to the United States Department of Transportation Bureau of Transportation Statistics, between January 1 and August 19, 2025, 7.17 percent of all flights (203,157) were delayed by at least 60 minutes. An additional 1.48 percent (41,898) were canceled. In Europe, there were 120,505 disputed flights during the same period, with 76,230 delays and 44,275 cancellations.
By combining Airport AI’s conversational technology with 15below’s communication platform, it is hoped the industry will have a solution that can help resolve this disconnect. The goal is not only to deliver information faster, but also to ensure consistency across all touchpoints. For example, when passengers ask a question through a chatbot, the response will be the same as the notification they receive on their phone and the announcement they hear in the terminal.
15below CEO Nicholas Key explained, “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.”
Building the Future of Seamless Passenger Communication
UK-based 15below specializes in personalized, automated passenger communications for the global airline industry and serves more than 70 airlines and travel brands. Its platform integrates directly with internal airline systems and third-party data sources, enabling precise, targeted messaging across the travel journey.
Airport AI, by contrast, provides a two-way conversation channel between airports and passengers, helping travelers resolve questions instantly without waiting in lines using airport websites; mobile apps such as WhatsApp, WeChat, and Facebook Messenger, voice assistants; and airport kiosks.
Image via 15below
The system is already in use at more than 80 airports, including 72 in Europe; King Khalid International Airport in Riyadh; Charlotte Douglas and Dallas Fort Worth in the US; Jorge Chávez International in Lima; and four major hubs in Australia, including Brisbane Airport, Gold Coast Airport, Melbourne Airport and Sydney Kingsford Smith Airport. In 2024, the company reported an average client satisfaction score of 4.5 out of 5, with nearly all interactions handled automatically.
The partnership creates a communications infrastructure that is both scalable and interactive. Over the first year, Airport AI’s technology will be fully integrated into 15below’s platform, giving airlines access to faster, more adaptable AI tools that support real-time, two-way engagement.
The growth potential is significant. 15below has identified more than 500 airports worldwide that could benefit from the combined solution and is already in discussions with major hubs in Europe, Asia-Pacific, and the Americas. These airports typically serve more than two million passengers annually and operate scheduled services in stable regions free from sanctions or geopolitical unrest.
“For too long, airports and airlines have operated in silos when it comes to engaging with passengers,” said Airport AI CEO Pierre Cuquemelle. “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.”
