Case Study: Austin-Bergstrom International Airport achieves real-time wayfinding and improved customer service with Atrius

Austin-Bergstrom International Airport’s Journey to Enriching Customer Service with Connected Wayfinding

Austin‑Bergstrom International Airport (AUS), one of the fastest‑growing U.S. airports that served over 17 million passengers in 2019, faced the challenge of modernizing its customer information and wayfinding as travel volumes rose and a multi‑year expansion loomed. The airport’s website, maps and static signage couldn’t keep up with frequent changes—exacerbated during COVID‑19 when concession hours and services fluctuated—creating time‑consuming inquiries for staff and an urgent need for accurate, real‑time passenger information.

Partnering with Atrius, AUS revamped its web experience and integrated POI data into a responsive Maps platform, enabling live updates for gate changes, concessions, sanitizing stations and other passenger services. Integration with Grab (Servy) added contactless concession info and ordering, boosting visibility for retailers, restoring traveler confidence, improving navigation to services like parking and restrooms, and helping generate revenue to bring staff back as the airport prepares for expansion.

Austin-Bergstrom International Airport