Heathrow Airport will now use Adobe CX Enterprise, the agentic AI platform that spans the entire customer relationship lifecycle.
Among other Adobe solutions drawing on AI, Adobe Experience Manager enables the production and distribution of personalised content, while Adobe Brand Visibility tracks how visible that content is and how accurately it is positioned.
The partnership will also deliver a new website for passengers as well as businesses and public bodies.
In addition, the agreement includes work to optimise the visibility of Heathrow’s services on search engines (SEO) and on AI platforms such as ChatGPT, Google Gemini, Microsoft Copilot and Perplexity (GEO).
With this commitment, Heathrow aims to meet travellers’ expectations for smooth, personalised digital experiences.
The London hub, which handles more than 84 million passengers a year, also wants to ensure that information about the airport is accessible, accurate and relevant in AI‑generated answers.
Stephen Glenfield, head of digital at Heathrow, said: “At Heathrow, our purpose is simple: to make every journey better, for passengers, communities and the businesses that depend on us.
“As we continue to grow, Adobe gives us the AI and customer experience technology to deliver deeper, more meaningful passenger relationships that weren't possible before.
“Working with Adobe, we are able to make sure that passengers get the right information whether they are on our website or querying via an LLM.”
Adobe Experience Manager has been used for years by travel players such as Lufthansa, and Adobe has already formed alliances with airline distribution companies such as Amadeus.
