airport services

Customer Service Outsourcing for Airport Services

Help passengers find terminal information, lounge details and ground transport in their language. Agents use your approved airport information and route operational exceptions to the right desk.

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Ground crew in reflective vests preparing an airplane for departure at a sunny airport.

how it plays out

Terminal, lounge and ground-transport enquiries

WhatsApp Spanish

"I have a two-hour layover, is there a lounge I can access?"

Transit passenger seeking lounge options

AI checks passenger boarding pass and loyalty program status
Identifies accessible lounges with current availability and walk time from gate
Presents pay-per-visit and day pass pricing for non-member access
Sends lounge location map with terminal walking directions from current gate

Lounge access arranged Passenger comfort

Phone Hindi

"I can't find the transfer desk for my connecting flight"

Confused transit passenger in unfamiliar airport

AI identifies passenger current terminal from flight arrival info
Provides step-by-step walking directions to the transfer counter
Confirms whether re-screening through security is required for connection
Alerts transfer desk about arriving passenger to expedite processing

Passenger guided Connection secured

Live Chat English

"Where can I store my luggage for six hours between flights?"

Luggage storage inquiry for long layover

AI locates luggage storage facilities in the terminal with pricing
Confirms operating hours cover the passenger return time
Provides locker sizes and availability for passenger bag dimensions
Sends facility location with directions and payment options

Storage located Hands-free layover

SMS Mandarin

"How do I get from Terminal 3 to the airport hotel?"

Ground transport navigation between terminals

AI identifies the inter-terminal shuttle route and schedule
Provides walking path alternative with estimated time
Confirms hotel shuttle availability and pickup location at terminal
Sends terminal map with marked shuttle stops and hotel directions

Route provided Traveler oriented

the team behind it

Faces, not a queue.

real members of the global team

Airport Service Specialists

Terminal navigation support including gate changes, transfer desks, and inter-terminal transport
Lounge access coordination with eligibility verification and day pass purchasing
Ground transportation guidance covering shuttles, taxis, rideshare pickup points, and train connections

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Locate the passenger before giving directions

A passenger’s arrival terminal, departure terminal and position before or after security change the route they need. Configure HeroDash fields for those details, flight reference and onward service. Use the airport’s current map and instructions to answer the question, and identify the airline, terminal desk or transport operator responsible for an exception.

Callnovo.ai’s published airport-transfer case describes coordination between passengers and drivers at pickup. That ground-transport experience is relevant to a meeting-point enquiry; it is separate from airline rebooking, security clearance and airside operations. For your desk, keep the confirmed pickup location and operator update with the passenger conversation.

what comes off the call

Capture the location that changes the answer

Use the relevant airport and service provider as the source for directions, opening hours and operational updates.

Airport, terminal and current landmark
Arrival and departure flight references when relevant
Position before or after security

Requested lounge, transfer desk, storage or transport service
Language and accessible-route request
Responsible operator and latest confirmed instruction

For coverage across languages, see multilingual customer support.

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

Can the desk confirm that a passenger will make a connection?

Use the airline’s connection guidance and the airport’s current route information. When a delay changes the plan, direct the passenger to the airline’s rebooking or transfer team and record the handoff. A walking route alone does not confirm a connection.

How do you keep lounge and transport answers current?

Agree the source for eligibility, opening hours, pickup points and service changes. Include its update time in the operating notes, and send exceptions to the lounge or transport operator when a current answer is unavailable.

also worth reading

start

Plan your passenger information desk

Share terminal maps, information sources, peak arrival periods and operator contacts. We will map the enquiries and handoffs for your airport.

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