Adobe to Supply Agentic AI to Heathrow Airport, Personalized Service for 84.5 Million Annual Passengers

Adobe is expanding its partnership with Heathrow Airport to supply agentic AI and customer experience orchestration technology. The collaboration aims to run Heathrow’s digital experience on Adobe CX Enterprise, with Experience Manager delivering personalized content to travelers.

Heathrow’s website, which attracts more than 50 million visitors annually, will be a primary platform for deploying the new AI-driven customer experience capabilities. The initiative seeks to tailor information and services to individual passengers through Adobe’s tools.

Adobe Brand Visibility will oversee how the airport’s content appears on AI platforms, including ChatGPT, Gemini, Copilot and Perplexity. This aspect focuses on presenting Heathrow’s brand and information consistently across these AI channels.

Adobe’s research is cited to indicate that one in four people now relies primarily on AI platforms to make travel decisions. The partnership emphasizes leveraging AI to influence passenger decisions and improve assistance and engagement.