INFORM, the Aachen-based software specialist known for AI-driven logistics optimisation, has introduced Passenger Assistance (PA) Dispatching, a cloud-native platform aimed at modernising airport assistance operations. The solution is designed to help airports and ground handlers cope with rising passenger volumes, tighter staffing, and growing expectations for personalised service.
PA Dispatching addresses a long-standing pain point: many assistance teams still rely on spreadsheets, phone calls, and manual coordination. That approach limits their ability to react quickly when flights are delayed, staff are stretched, or demand spikes. INFORM’s new software brings predictive forecasting, real-time visibility, and decision support into one interface, enabling supervisors to see what needs attention now and what is likely to happen next.
From reactive to proactive assistance management
The platform covers a broad spectrum of assistance services, including passengers with reduced mobility (PRMs), unaccompanied minors, VIP travellers, and others requiring dedicated support. By integrating with existing airport systems, PA Dispatching can anticipate demand based on flight schedules, passenger profiles, and historical data. It then helps allocate resources—whether that means assigning agents to gates, scheduling wheelchairs, or prioritising transfers during irregular operations.
Dr Eva Wille, Product Manager for PA Dispatching at INFORM, stressed the importance of turning raw data into actionable insight. “Passenger assistance teams need to know what requires attention right now, what is likely to happen next, and where they should focus their resources,” she said. The software’s dashboard provides a live operational picture, flagging bottlenecks and suggesting optimal responses.
Built on INFORM’s decision intelligence technology, the system goes beyond simple automation. It uses machine learning to improve its recommendations over time, learning from each airport’s unique operational patterns. This aligns with the broader industry push toward smarter, more resilient ground operations, as seen in recent developments such as Guangzhou Baiyun’s record passenger volumes, which put additional strain on assistance services.
Future-ready product strategy
Dr Johannes Richenhagen, Senior Vice President at INFORM Aviation, described PA Dispatching as part of a “future-ready product strategy.” He emphasised that the software is designed for ease of implementation and can integrate into existing workflows without major disruption. “Airports need solutions that are flexible and scalable,” he added, “especially as they prepare for the next generation of travel demand.”
The launch comes at a time when airports worldwide are investing in technology to improve the passenger experience. From Taiwan-themed lounges at Taoyuan to new hotel concepts in Bangkok, the industry is focusing on seamless journeys. Assistance services are a critical part of that, particularly for travellers with disabilities or special needs.
INFORM, founded in 1969, serves more than 2,000 customers worldwide across aviation, logistics, and other sectors. Its aviation division provides optimisation tools for airlines, ground handlers, and airports, covering everything from turnaround management to crew scheduling. The company’s approach combines human expertise with machine intelligence, a philosophy that underpins PA Dispatching.
For airport operators and ground service providers, the software offers a way to move from reactive firefighting to proactive planning. By forecasting demand and providing decision support, it helps reduce wait times, improve service quality, and make better use of limited staff. As airports continue to face demographic shifts and operational disruptions, tools like PA Dispatching are likely to become essential components of the modern airport ecosystem.
