ANA and avatarin Launch Inter-Airport Remote Passenger Support Using 'newme' Robots, a First for a Japanese Airline
All Nippon Airways Co., Ltd. and avatarin Inc. will begin rolling out remote passenger support services across multiple regional airports starting August 21, 2026, utilizing "newme" robots operated centrally from Kansai International Airport.
The Initiative
ANA and avatarin are launching inter-airport remote passenger support using newme robots, starting August 21, 2026. This makes ANA the first Japanese airline to deploy such a system.
How It Works
- Robots stationed at regional airports (Hiroshima, Tsushima, Tottori, Nagasaki, Komatsu) will connect passengers to staff located at Kansai International Airport (KIX).
- Staff at KIX provide real-time assistance remotely, ensuring passengers get immediate guidance even when local staffing is limited.
Background & Testing
- Extensive trials at Haneda Airport analyzed over 25,000 customer interactions.
- Results showed a 98.4% resolution rate, proving remote support can match face-to-face service quality.
Strategic Goals
- Part of ANA’s Mid-Term Management Strategy to blend human hospitality with digital technology.
- Enables ANA to collect and visualize passenger inquiry data across regional hubs, driving continuous improvements.
- Supports sustainable airport operations by optimizing staffing and reducing wait times.
Rollout Timeline
Hiroshima (HIJ) | Aug 21, 2026
Tsushima (TSJ) | Sep 3, 2026
Tottori (TTJ) | Oct 1, 2026
Nagasaki (NGS) | Oct 15, 2026
Komatsu (KMQ) | Oct 28, 2026
Key Takeaway
ANA is pioneering a virtual support infrastructure across airports, combining robotics and remote human expertise to enhance passenger experience while advancing operational sustainability.
