INFORM Launches Aviation Software for Passenger Assistance Operations

Passenger assistance operations at airports are becoming increasingly complex. Rising passenger volumes due to demographic changes, growing service expectations, staffing constraints, and operational disruptions require dispatchers to make faster decisions while maintaining defined service levels. Many organizations still depend on manual coordination processes and fragmented operational information, limiting their ability to respond proactively as conditions change.

INFORM’s Passenger Assistance (PA) Dispatching software addresses these challenges by supporting services for passengers with reduced mobility (PRM), unaccompanied minors (UM), VIP travelers, and other passengers requiring dedicated assistance. By combining predictive forecasting, real-time operational visibility, and decision support in a single solution, PA Dispatching helps to make more informed operational decisions and ensure faster response times throughout the day. Standardized interfaces make it easier for aviation organizations to connect PA Dispatching with existing operational systems.

“The challenge today is not a lack of data,” explains Dr. Eva Wille, Product Manager for PA Dispatching at INFORM. “Most organizations already have a lot of information available. The real question is how to turn that information into better decisions while operations are running. Passenger assistance teams need to know what requires attention right now, what is likely to happen next, and where they should focus their resources.”

Built on INFORM’s decision intelligence technology and decades of experience in airport operations, PA Dispatching supports organizations to anticipate assistance demand, identify emerging bottlenecks, and allocate resources more effectively. Dispatchers gain real-time visibility and actionable recommendations, while field personnel stay connected through mobile workflows and live updates. The result is an optimized operation that maintains service quality, improves workforce utilization, and responds more effectively to operational requirements and last-minute changes.

Dr. Johannes Richenhagen, Senior VP at INFORM Aviation, added: “PA Dispatching marks the launch of our future-ready product strategy. Built cloud-native and AI-native, it is simple to implement, intuitive to use, and designed to integrate seamlessly into existing workflows while scaling with operational growth. Paired with our Performance Products, it gives our customers clear flexibility on their journey toward decision intelligence.”