Published on
November 12, 2025
Berlin Brandenburg Airport has set its sights on transforming how passengers experience airports. Traditionally, airports have been seen as functional and mechanical spaces where travelers go through the motions of checking in, going through security, and boarding. These processes are essential, but often leave little room for personalization or a deeper connection with the journey. However, Berlin Brandenburg Airport aims to change that by offering a seamless, personalized experience that begins well before passengers even step foot on the premises. The airport’s commitment to reimagining the traveler experience is not only aimed at improving the physical space but also how travelers feel from the moment they begin planning their trip.
The airport’s initiative focuses on catering to the traveler’s needs from the very start. Rather than waiting for passengers to arrive at the airport, Berlin Brandenburg wants to engage with them well before their journey even begins. This approach is driven by the growing reliance on artificial intelligence (AI) in the travel industry, with over two-thirds of travelers now using AI tools to plan their trips. The airport’s strategy is designed to meet the rising demand for customized services that adapt to each individual’s needs.
Redefining the Traveler’s Journey from Start to Finish
The vision for personalizing the travel experience at Berlin Brandenburg Airport is rooted in the years of experience the leadership has accumulated in aviation. Airport officials understand that each passenger has unique needs and, therefore, requires individualized attention. This understanding has been the driving force behind the airport’s plan to offer tailored experiences that cater to the different traveler profiles. With over 25 million passengers passing through its terminals annually, Berlin Brandenburg Airport may not be the largest airport, but its size allows for a level of care and attention that larger airports may struggle to offer.
To accommodate the diverse needs of its travelers, the airport provides various premium services, including business-class lounges and an exclusive ultra-premium lounge offering à la carte dining and chauffeur services directly to the aircraft. Despite handling a large volume of passengers, the airport ensures that whether you’re a family on vacation or a business traveler on a tight schedule, everyone receives the personalized care they deserve.
In a bold move to further elevate the passenger experience, Berlin Brandenburg took control of its own security operations. The decision came after the airport observed that federal security measures did not always prioritize passenger convenience. With 32 security lanes, including 24 equipped with advanced CT scanners, the airport has made security processes faster and more efficient, reducing delays and increasing convenience, particularly when it comes to handling electronics and liquids.
Dual-Terminal Design: Addressing the Varied Needs of Travelers
One standout feature at Berlin Brandenburg Airport is its dual-terminal system, which addresses the needs of different types of passengers. Terminals 1 and 2 serve two distinct groups: one prioritizes comfort, while the other emphasizes speed and efficiency. This thoughtful design ensures that each type of traveler can access the services and amenities that best meet their needs.
Terminal 2 is designed for those who value efficiency and simplicity. Built with low-cost carriers in mind, it offers a minimalist layout that makes navigation simple and quick. The terminal features self-service kiosks and clear signage, ensuring that passengers can move swiftly from check-in to departure. For travelers who prefer speed over luxury, Terminal 2 is the ideal choice, offering a no-frills, fast-moving experience.
In contrast, Terminal 1 is aimed at business travelers and frequent flyers, providing a more luxurious and comfortable experience. This terminal features premium lounges, self-service kiosks, and digital signage to help travelers navigate the airport efficiently. Terminal 1 combines both comfort and efficiency, allowing business travelers to enjoy a seamless journey with all the services they need. This dual-terminal approach reflects Berlin Brandenburg’s commitment to providing a tailored experience for all passengers, ensuring that the airport’s infrastructure caters to the full spectrum of traveler needs.
The Role of AI in Shaping Passenger Service
One of the most significant advancements at Berlin Brandenburg Airport has been its integration of AI technology to enhance customer service. Initially, the airport used a traditional call center, but it quickly became clear that this approach was both inefficient and costly. In response, the airport introduced Berry, an AI-powered virtual assistant that can handle a wide variety of passenger inquiries in real-time.
Berry has revolutionized how customer service is provided at the airport. Since its launch, the airport has seen customer satisfaction rates soar to 85%, and operational costs have been reduced by 65%. The AI system is available 24/7, offering assistance for everything from lost items to flight details and general inquiries. For more complex issues, Berry smoothly transitions passengers to human operators, ensuring that AI technology and human support work together to provide a high level of service.
Looking ahead, Berlin Brandenburg Airport plans to expand the capabilities of Berry. Soon, passengers will be able to interact with the assistant via chat functionality. QR codes will be placed throughout the terminals, enabling passengers to access location-specific information such as gate directions or nearby restaurants. This new feature will further enhance the personalized experience by offering real-time, relevant details at the touch of a button.
Behind the Scenes: AI-Driven Operational Improvements
While Berry and other AI tools directly enhance the passenger-facing experience, significant technological advancements are also taking place behind the scenes at Berlin Brandenburg Airport. AI-powered cameras now monitor every stage of the aircraft turnaround process, providing real-time data to predict how long each step will take and to identify potential bottlenecks. This allows the airport to allocate resources more effectively, ensuring that planes depart on time and that travelers experience minimal delays.
However, implementing these new systems comes with challenges. The airport’s infrastructure, much of which is several decades old, must be modernized to accommodate newer technologies. The task lies in ensuring that AI-driven innovations are fully compatible with legacy systems. As passenger traffic continues to rise, the airport must find ways to balance innovation with the stability of its existing framework. The successful integration of newer technologies with traditional systems is crucial for maintaining the efficiency and smooth operation of the airport.
The Future of Travel: AI-Powered Digital Assistance
Looking to the future, Berlin Brandenburg Airport envisions a world where AI assistants play an integral role in guiding passengers throughout their entire journey. This concept, referred to as “digital handholding,” aims to provide a seamless travel experience where AI assistants help with everything from rebooking flights to offering real-time information about local services like hotels and transportation. These assistants will work together, seamlessly integrating with mobile devices, airlines, hotels, and airport systems, creating a smooth and coordinated experience for the traveler.
In addition to AI-powered assistance, Berlin Brandenburg is also exploring augmented reality (AR) to further enhance the airport experience. Many passengers find the large number of information boards overwhelming, especially in busy terminals. AR technology could provide intuitive guidance, helping passengers navigate the airport more easily. Using their smartphones or smart glasses, passengers will be able to see digital overlays offering directions, gate information, or even recommendations for dining and shopping.
Setting a New Standard for Personalization in Travel
Berlin Brandenburg Airport is setting a new benchmark for the modern airport experience. By integrating cutting-edge technology with a strong focus on personalized services, the airport is offering an experience that is not only efficient and intuitive, but also deeply tailored to the needs of individual travelers. This shift from a mechanical, transactional process to a personalized, seamless journey reflects the growing desire for more customer-focused travel experiences.
As airports around the world look for ways to improve their services, Berlin Brandenburg Airport is leading the charge in creating a more personalized and passenger-centric travel experience. Its innovative approach highlights the importance of combining human-centered design with advanced technology, showing that air travel can be both efficient and enjoyable for passengers.
The Future of Airports Is Here
The future of air travel is rapidly changing, and Berlin Brandenburg Airport is at the forefront of this evolution. By embracing artificial intelligence, automation, and personalization, the airport is setting new standards for what travelers can expect from their journeys. With advancements like AI-powered assistants and augmented reality navigation, the airport is shaping the future of air travel.
As the world’s airports observe the success of Berlin Brandenburg’s innovations, many will likely follow its lead. The airport has proven that with the right balance of technology and human-centered design, air travel can be more personalized, efficient, and enjoyable than ever before. Berlin Brandenburg is not just changing how passengers experience the airport—it’s changing how we think about travel itself.
