• BRUce is awarded as best chatbot in Belgium!
• Contributed in creating awareness for BRUce, Brussels Airport’s chatbot to passengers and community, such as the summer campaign, BRUce in the terminal and many more.
• Upgraded an automated alerting system that allow Brussels Airport to communicate with their passengers in a more contextualized way. Notifications have been sent based on destination, location, flight number or timing.
• Uplifted the level of contextualization in the passenger journey. This includes adaptive messages based on the weather at destination.
• Took a supporting role in maintaining and continuous improvements of the digital channels.

• Proof of Concept for hand luggage together with the Passenger Experience team. The goal was to validate the need of a hand luggage tool that could answer if specific items are allowed as hand luggage. Qualitative and quantitative experiments were launched to validate the need for passengers and Customer Care team.
• Our consultant Astrid conducted a benchmark analysis for the chatbot and mobile app of Brussels Airport together with the Digital Team. This study involved comparing various airports based on different factors. Through this research, Brussels Airport gains valuable insights into the position of its chatbot and mobile app compared to other airports. In 2024, the scope of this benchmark will be expanded to include other digital channels within Brussels Airport.