Sep 22, 2026 Sandra Gaviria
SharePassenger assistance operations often change in a matter of minutes. What if dispatchers could see changing demand earlier and receive recommendations on what to do next? INFORM’s new Passenger Assistance Dispatching solution is designed to make this possible.
We asked Dr. Eva Wille, Product Manager at INFORM, what customers can expect.
>> why does passenger assistance need a new approachTo operational decision-making?
Assistance demand is growing everywhere. The aging global population drives mobility requests well past baseline traffic growth. Accessibility services at major hubs now account for up to 7% of all passenger journeys according to Airport PRM Assistance Systems Market Report. In addition to that, passenger assistance operations are incredibly dynamic. Demand changes quickly due to delays, changing flight schedules, or ad-hoc requests. At the same time, dispatchers need to coordinate available staff and equipment while ensuring passengers receive reliable support. This means many decisions have to be made under considerable time pressure, pushing the dispatcher into a reactive firefighting mode. We see an opportunity to move from being reactive to proactive: by giving dispatchers earlier visibility into expected demand and potential resource constraints, they can make informed, data-driven decisions before operational pressure escalates.
Passenger assistance is highly dynamic, and operational priorities can change within minutes. The challenge is turning the information already available into action, understanding what needs attention now, anticipating what comes next, and focusing resources where they are required most.
>> What will Passenger Assistance Dispatching improve for Operational teams?
Our goal is to bring forecasting, operational visibility, and resource optimization together in one system. A significant share of passengers requiring assistance is unknown to the operation in advance. Passenger Assistance Dispatching helps teams anticipate demand and prepare resources accordingly. At the same time, dispatchers can allocate staff and equipment such as electric vehicles or ambulifts more effectively. They have a real-time overview of where resources are located and which tasks need attention, helping them respond quickly as the operational situation evolves. But the system does more than show what is happening. It can recommend what to do next based on the current situation. And the dispatcher remains in control. Recommendations are transparent and explainable and can always be adjusted or overruled when operational experience or circumstances require it. For me, that balance is essential: using technology to help people make better and faster decisions while keeping their operational expertise at the center. As an icing on the cake, better planning of assignments also leads to greater job satisfaction among employees.
>> How has INFORM’s experience in airport operations shaped Passenger Assistance Dispatching?
Passenger Assistance Dispatching builds on decades of experience working with aviation organizations around the world. That experience has given us a deep understanding of how closely processes, systems, and people are connected in daily operations. At the same time, PA Dispatching builds on INFORM’s proven decision intelligence technology, combining our aviation expertise with technology that has been developed for complex operational environments.
Dr. Eva Wille
Product Manager
Dr. Eva Wille is Product Manager at INFORM. She focuses on using resource allocation software to optimize passenger assistance processes in ground handling. Drawing on her experience in aviation operations, data analysis, and innovative software solutions, she helps airports, airlines, and ground handling services use resources efficiently and improve the quality of passenger services.