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ANA rolls out cross-airport network for passenger support
August 24th 2026
All Nippon Airways (ANA) has started offering passenger support at some regional airports remotely using staff based at Osaka Kansai Airport. Read More » The rollout of the remote passenger support service began at Hiroshima Airport on Friday and will be expanded to Tsushima, Tottori, Nagasaki and Komatsu in September and October. Under the scheme, a passenger speaks to a customer support staff member via "newme" robots operated centrally from Kansai. The introduction followed a period of feasibility testing for the concept at Tokyo Haneda, which showed a "vast majority" of passenger queries were able to be resolved remotely with the same quality as face-to-face interactions, ANA said. "By establishing a virtual support infrastructure that operates seamlessly across regions, ANA can provide immediate assistance whenever needed," the Star Alliance member said. "This ensures passengers receive prompt guidance reducing wait times, even during off-peak hours or periods when on-site staffing is limited between flights. Future expansion to additional locations will be evaluated after thoroughly measuring the service’s impact on customer satisfaction and operational performance on the ground."
