Unsure How to Navigate the New Terminal? We Got You Has Your Back

At an airport, convenience is key, but challenges like flight delays can be a frustrating part of the travel experience. Pittsburgh International Airport’s newest initiative is here to help.

PIT’s We Got You program blends human support with AI to offer on-demand, in-the-moment support to travelers.

We Got You provides frontline team members – volunteer airport ambassadors, customer care agents and Information Desk staff – with handheld devices preloaded with AI-driven chatbots. The tools enable the team to access real-time airport data, interactive terminal maps, built-in language translation tools, flight tracking, information on hotels and transportation options and communication tools that allow staff to speak with one another to get live updates, ask questions or request help.

“Being a new volunteer, you do this and you’re conscientious about it. You want to be good,” said Sandy Zurowski, who started volunteering as an ambassador at PIT in July. “It’s just nice to have this resource if you have a question or need help with something.”

A terminal accessible to all

PIT’s new, state-of-the-art terminal was developed to ensure the airport is a welcoming space for all by embracing the concept of Universal Access to ease mobility, eliminate physical strain, reduce stressors and stimuli, embrace cognitive diversity, put accessibility within reach, consider caregivers and support personal devices.

Universal Access is a principle embedded into the new terminal and spearheaded by PIT’s Experience & Design team, one of two dedicated service design teams at an airport. We Got You was developed through an extensive, data-driven research process, which illuminated the gaps in support at the airport and helped the Experience & Design team devise a solution.

“The program has already made a noticeable difference within our team,” said Elise Gomez, manager of customer experience at PIT. “As we transition to opening our new terminal, this program will become even more integral for our ambassadors. It will ultimately save time and help them provide passengers help quickly and efficiently.”

A customer service game-changer

Since ambassadors wrapped up the pilot phase of the program over the summer, We Got You has become a part of their daily routine at the airport. For some, it’s hard to imagine working without it.

“It gives me so much confidence in helping people,” said Lori Lang, an ambassador of only four months. “It contains everything. There’s not a question that I haven’t been able to answer because I have this iPad here.”

As the ambassadors prepare to transition to a new terminal, We Got You becomes even more of a vital resource.

“It’s nice having the maps to the new terminal on here just to look in advance,” said Steve Morris, another new ambassador.

When PIT’s new terminal opens its doors, airport operations will remain largely the same, but hundreds of passengers flying to and from PIT will be immersed in an improved airport experience – a mission the ambassador team is prepared to tackle.

“I’m most excited for this because it will serve as that extra communication or help us say, ‘This changed.’ We can quickly brief ourselves,” said John Kuchma, a volunteer ambassador since 2013. When he started, he had to learn the layout of the airport by exploring the buildings, but We Got You has made it easier for new volunteers.

“I thought, with being new, the fact that we had chat and I could rely on the experience and knowledge of other people, even if I was roaming around the airport, is great,” said Lou Kramer.

As the opening of the new PIT terminal gets closer every day, the team working with the We Got You initiative is ready to offer assistance for Day One travelers.

“I think it will be invaluable,” Zurowski said. “If we’re here to help in any way that we can, we need to take care of everybody.”