‘We Got You’ Initiative Has the Answers to Your Questions at PIT

Lost keys. Delayed luggage. Friends and family who can’t be found. Last-minute gate changes. Stressful situations arise daily at airports.  

To address these challenges, Pittsburgh International Airport has launched a pilot program called “We Got You,” which focuses on helping passengers navigate unexpected events. The passenger-first initiative equips airport Information Desk staff and volunteers, known as Ambassadors, with technology and other tools to ensure travelers know where to go and how to get help, all while minimizing frustration.  

Most passenger issues fall into three main categories: Lost and Found, General Support and Reassurance, and Connection to Partners.  

We Got You provides real-time assistance and clear guidance to travelers, helping them receive the support they need when and where they need it with handheld devices containing advanced, AI-driven chatbots.  

Key features of the We Got You program include: 

• Real-Time Assistance: Passengers receive prompt support for issues such as lost items, missed connections or general inquiries when and where they need it. ​  

• Integration with Airport Ambassadors: The program works alongside PIT’s Ambassadors, over 90 volunteers who assist travelers throughout the airport. Ambassadors are equipped with handheld devices featuring a real-time AI-driven chatbot, allowing them to access airport data – including an interactive terminal map — to guide passengers efficiently. ​  

• Language Translation Tools: To accommodate a diverse passenger base, the initiative includes language translation tools to facilitate better communication with travelers. ​  

• Real-Time Flight Tracking and Transportation Information: Passengers can access up-to-date flight information and details about ground transportation options. ​  

• Internal Communication: Anyone interacting with the public can quickly communicate with experts through tools like Teams to get answers to questions and share information.  

Rooted in service design principles and developed through extensive passenger research, “We Got You” provides compassionate, real-time support for passengers who may feel vulnerable or overwhelmed.  

“We Got You” was developed through a data-driven collaborative approach that involved passengers, frontline staff and PIT team members. They examined the end-to-end passenger journey, including check-in, security screenings and baggage collection.  

“We’ve found that even the best-prepared travelers may find themselves in stressful or unexpected situations,” said Elise Gomez, Manager, Customer Service at the Allegheny County Airport Authority. “That’s why we’ve put programs like We Got You in place to ensure travelers have the right support so the travel experience can be seamless and worry-free.”