All Nippon Airways launches remote robot passenger support

All Nippon Airways (ANA) has launched a remote passenger support service using “newme” robots to assist travelers at regional Japanese airports. Developed in partnership with the Tokyo-based robotics startup avatarin, the system allows staff based at Kansai International Airport to provide real-time guidance to passengers at various locations via remote-controlled robots.

The rollout began at Hiroshima Airport on August 21, 2026, with plans to expand to Tsushima in September, followed by Tottori, Nagasaki, and Komatsu through October. The initiative aims to mitigate the impact of workforce shortages and reduce passenger wait times, particularly at airports with limited on-site personnel.

Prior testing at Haneda Airport involving over 25,000 customer interactions demonstrated a 98.4% remote resolution rate. ANA intends to use the collected data to analyze inquiry patterns and improve customer service efficiency. This move reflects a broader trend in Japan of utilizing AI and robotics to address a shrinking labor force.