6 AI Prompts for Airports and Aviation: A Practical Guide
Ready-to-use prompts for airport staff - delays, complaints, feedback, ground handling, safety, and service quality.
At Sofia Airport, passengers already submit real-time reports through 200 QR codes placed along the entire passenger journey - from the bus entrance to the boarding gate. The system is expanding to Varna, Burgas, and Plovdiv airports. Bulgaria's Directorate General of Civil Aviation Administration (DG CAA) is processing growing volumes of passenger experience data. The question is no longer whether airports need intelligent information processing, but how quickly they will adopt it.
Bulgarian airports served over 13 million passengers in 2025. Each passenger passes through dozens of touchpoints - from parking to baggage claim. At any of these, a problem can arise that requires fast, multilingual, and empathetic communication. Add seasonal peaks, staff rotation, and the regulatory requirements of EC Regulation 261/2004 - and you will understand why manual processing is no longer sufficient.
Large Language Models (LLMs) such as Claude, ChatGPT, and Gemini can help airport teams in three areas: passenger communication (announcements, complaints, notifications), operational reporting (shifts, incidents, equipment), and strategic analysis (feedback, service quality, benchmarks). No technical background is required - just well-crafted instructions.
In this article, you will find six ready-to-use prompts covering the full spectrum - from a flight delay announcement to a quarterly strategic report for the board of directors.
How to Use These Prompts
- Copy the prompt - select the entire text in the grey box and paste it into Claude, ChatGPT, or another AI assistant.
- Answer the AI's questions - the assistant will ask you a few clarifying questions one by one. Answer with your actual data.
- Review and refine - the first response is rarely perfect. Follow up with clarifying questions.
- Test with real data - start with a small sample of real data before scaling up.
Prompt Navigation
Click a prompt to open it.
1. Multilingual Flight Delay Announcements
A flight delay affects dozens to hundreds of passengers at once. Announcements must be ready within minutes - in multiple languages, across multiple channels, and in compliance with EC Regulation 261/2004 on passenger rights. This prompt generates a complete set of messages: PA announcement, information display boards, SMS/push notification, email, and a script for counter staff.
Difficulty level: Beginner | Compatible tools: Claude, ChatGPT, Gemini
Prompt
You are an expert in passenger communication for aviation.
Before you start, ask me the following questions one by one. Wait for my answer after each:
1. Which airport do you work at?
2. What is the affected flight number (e.g., FB 431 Sofia–Varna)?
3. What is the reason for the delay (e.g., technical inspection, weather, inbound delay from previous sector)?
4. What is the new estimated departure time (e.g., 15:40 instead of 14:10)?
5. How many and which languages should the announcements be in (e.g., English, German, French)?
Once you have all answers, draft professional announcements for passengers during an irregular flight operation.
## Output Format
### 1. PA (Public Address) Announcement
Up to 3 sentences per language. Clear, calm, without technical jargon. Start with the flight number. Include an apology and the new time.
### 2. Information Display Board Message
Up to 15 words per language. Format:
FLIGHT | STATUS | NEW TIME | GATE
### 3. SMS / Push Notification
Up to 160 characters per language. Include flight number, new time, and a link to the airport's information page.
### 4. Email to Passengers
Up to 150 words per language. Formal but empathetic tone. Include:
- Apology
- Reason (without technical details)
- New departure time
- Passenger rights for delays over 2 hours (Regulation EC 261/2004)
- Contact for additional information
### 5. Counter Staff Script
Up to 200 words in English. Guidance on how to communicate in person with frustrated passengers:
- What to say first
- What to offer (voucher, lounge access, rebooking)
- What NOT to say
All messages must comply with Regulation EC 261/2004 on passenger rights.
Respond in English.How to Adapt
- Have your data ready: flight number, delay reason, new estimated time, and desired languages.
- Add extra languages as needed - Russian, Turkish, or Hebrew.
- For a cancelled flight, specify this in your answers and include information about alternative flights or accommodation.
- If you have a link to your airport's information page, share it when answering the AI's questions.
What to Expect
A complete set of five types of announcements in the specified languages - ready for immediate use across all communication channels. The staff script includes guidance on what not to say to frustrated passengers.
2. Passenger Complaint Classification and Response Draft
Airports receive dozens of complaints daily - by email, feedback forms, and social media. Manual routing to departments is slow, and responses are inconsistent. This prompt automatically classifies the complaint by category, determines urgency, routes it to the correct department, and generates a draft response to the passenger.
Difficulty level: Intermediate | Compatible tools: Claude, ChatGPT, Gemini
Prompt
You are an expert in quality management and passenger service at an international airport.
Before you start, ask me the following questions one by one. Wait for my answer after each:
1. Which airport do you work at?
2. What are the airport departments complaints can be routed to (e.g., Passenger Services, Ground Handling, Security, Commercial Areas, Parking and Transport, Baggage Services, Information and Communications)?
3. Please paste the text of the passenger's complaint.
4. What are the contact details for passenger follow-up (phone and email)?
Once you have all answers, analyze the complaint and produce a classification and draft response.
## Output Format
### 1. Category
Primary: Baggage / Delay / Service / Accessibility / Security / Commercial Areas / Parking / Cleanliness / Other
Sub-category: (e.g., "Baggage → Damaged baggage")
### 2. Responsible Department
Which airport department should handle the complaint.
### 3. Urgency
- **Critical** - health, safety, or legal risk
- **High** - financial loss to the passenger or affecting many people
- **Medium** - standard quality complaint
- **Low** - improvement suggestion
### 4. Key Facts
Extract: incident date, flight number, airport zone, staff mentioned, specific damages.
### 5. Related Regulations
List applicable regulations: EC 261/2004 (delays), Montreal Convention (baggage), national legislation.
### 6. Draft Response to Passenger
Formal but empathetic. Include:
- Receipt confirmation with reference number
- Apology for the inconvenience
- Specific steps the airport will take
- Deadline for final response (critical: 24h, high: 3 days, medium: 7 days, low: 14 days)
- Information on passenger rights
- The contact details provided above
### 7. Prevention Recommendations
2-3 concrete measures that would prevent a similar incident in the future.
Respond in English.How to Adapt
- Prepare your airport's department list - the AI will use it for routing the complaint.
- For complaints in a foreign language, mention that translation is needed when answering.
- Have your current contact details (phone and email for feedback) ready.
- For repeated use, prepare the department list once and save it for future complaints.
What to Expect
A full classification of the complaint (category, department, urgency, regulations) and a ready-to-send response to the passenger with a reference number, timeline, and specific action steps. Additionally - preventive recommendations to avoid similar incidents.
3. Zone-Based Passenger Feedback Analysis
Every airport has dozens of service zones - from security screening to baggage carousels. At Bulgarian airports, the kazva.bg system collects passenger feedback for each service zone. This prompt transforms raw reviews into a thematic analysis with actionable recommendations - ready for inclusion in the monthly report.
Difficulty level: Intermediate | Compatible tools: Claude, ChatGPT, Gemini
Prompt
You are an expert in passenger experience analysis for aviation.
Before you start, ask me the following questions one by one. Wait for my answer after each:
1. Which airport is the analysis for?
2. Which service zone are we analyzing (e.g., Security Screening Area - Terminal 2, Commercial Area after passport control, Baggage Reclaim Area)?
3. What period were the reviews collected (e.g., 01.01–28.02.2026)?
4. How many reviews do you have in total?
5. Please paste the passenger reviews (one per line or separated by "---").
Once you have all answers, analyze the reviews and produce a detailed report.
## Output Format
### 1. Overview
- Total number of reviews analyzed
- Overall satisfaction: high / medium / low (with approximate percentages)
- One sentence with the most important takeaway
### 2. Top 5 Themes
For each theme:
- **Name** (1-2 sentence description)
- **Frequency**: approximate number of mentions
- **Sentiment**: positive / negative / mixed
- **Representative quotes**: 2-3 actual quotes from the reviews
- **Benchmark**: how it compares to typical results for this zone (if you can estimate)
### 3. Critical Issues
Problems requiring immediate attention - ranked by urgency.
### 4. Positive Highlights
What's working well - specific aspects passengers appreciate.
### 5. Comparison with Previous Period
If data allows - trends compared to the previous period.
### 6. Recommendations
5 concrete, actionable recommendations to improve the zone. For each:
- What to do
- Expected impact
- Priority: high / medium / low
- Approximate timeframe for implementation
### 7. Management Summary
3-5 sentences suitable for inclusion in the airport's monthly report.
Respond in English.How to Adapt
- The more specific the zone, the more accurate the analysis - avoid generic descriptions like "the entire terminal."
- For more than 100 reviews, process in batches of 50 for better results.
- If you have data from a previous period, share it additionally for comparative analysis.
- Export reviews from your feedback system as plain text - AI works best with clean text.
What to Expect
An analytical report of 2–3 pages with thematic analysis, critical issues, positive highlights, and specific recommendations - ready for inclusion in the airport's monthly report.
4. Ground Handling Shift Report
Ground handling is the backbone of airport operations. Each shift handles dozens of flights, coordinates dozens of staff, and manages critical equipment. A structured shift report is mandatory for traceability and information handover. This prompt transforms shift notes and logs into a complete report with metrics, incidents, and handover items.
Difficulty level: Intermediate | Compatible tools: Claude, ChatGPT, Gemini
Prompt
You are a ground handling manager at an international airport.
Before you start, ask me the following questions one by one. Wait for my answer after each:
1. Which airport is the report for?
2. What is the date and shift (e.g., 10.03.2026, day shift 06:00–14:00)?
3. How many flights were handled (departures and arrivals)?
4. How many people were on shift?
5. What is the target turnaround time in minutes?
6. Please paste the notes, logs, or description of events from the shift.
Once you have all answers, produce a structured report for the completed shift.
## Output Format
### 1. Shift Summary
3-5 sentences with the most important points. Start with the overall rating: normal / busy / exceptional.
### 2. Key Metrics
Table:
| Metric | Value | Target | Status |
|--------|-------|--------|--------|
| Average turnaround time | | vs set target | ✅/⚠️/❌ |
| On-Time Performance (OTP) | | 85% | |
| Baggage incidents | | 0 | |
| Damaged equipment | | 0 | |
### 3. Incidents and Irregularities
For each incident:
- Time and flight
- Description
- Actions taken
- Status: resolved / in progress / escalated
### 4. Equipment Status
List of GSE (Ground Support Equipment) with issues: tugs, stairs, conveyor belts, refueling equipment.
### 5. Staffing
- Planned vs. actual staff
- Absences and reasons
- Recommendations for the next shift
### 6. Weather Conditions and Impact
How weather affected operations (if applicable).
### 7. Handover to Next Shift
5-7 points the next shift needs to know. Order by priority.
The report should be concise, factual, and suitable for archiving.
Respond in English.How to Adapt
- Even unstructured shift notes will be organized - no pre-formatting needed.
- Add or remove metrics in the table according to your airport's KPIs.
- If you have specific incidents, describe them in detail in the notes for a more accurate analysis.
- For night shifts, add information about lighting and apron visibility.
What to Expect
A structured shift report with metrics, incidents, equipment status, and handover items - ready for archiving and management review.
5. Seasonal Safety Briefing for Airport Staff
Apron safety is an absolute priority. Each season brings different risks - from high temperatures and UV exposure in summer to icing and reduced visibility in winter. This prompt generates a baseline briefing tailored to the specific season, ICAO and EASA standards, and your airport's specifics.
Difficulty level: Beginner | Compatible tools: Claude, ChatGPT, Gemini
Prompt
You are a civil aviation safety specialist. You know ICAO, EASA standards and Bulgarian aviation safety regulations.
Before you start, ask me the following questions one by one. Wait for my answer after each:
1. Which airport is the briefing for?
2. Which season is the briefing for (e.g., Summer 2026 - June-September)?
3. Who is the target audience (e.g., apron staff, terminal staff, entire airport team)?
4. What are the specific risks for this season (e.g., high temperatures, increased passenger volume, thunderstorms, bird migration)?
Once you have all answers, produce a seasonal safety briefing for airport staff.
## Output Format
### 1. Introduction
2-3 sentences: why this season requires special attention. Cite relevant incident statistics.
### 2. Seasonal Risks
For each risk:
- **Description** of the hazard
- **Preventive measures** (2-3 concrete actions)
- **What to do if...** - steps in case of incident
### 3. Personal Protective Equipment (PPE)
Table:
| PPE | When to wear | Standard |
|-----|--------------|----------|
| High-visibility vest | Always on the apron | EN ISO 20471 |
| Hearing protection / earplugs | When working near engines | EN 352 |
| ... | ... | ... |
Add PPE relevant to the season (sun protection, hydration in heat; warm clothing and non-slip footwear in winter conditions).
### 4. FOD Control (Foreign Object Debris)
Concrete steps for inspecting the apron and taxiways.
### 5. Shift-Start Checklist
10 items each staff member must check before starting work.
### 6. Emergency Contacts
Table format:
| Situation | Who to notify | Phone |
|-----------|---------------|-------|
(fill in with typical airport contacts)
### 7. Comprehension Quiz
5 multiple-choice questions to verify mastery of the material.
⚠️ This briefing is a baseline template. Review by the safety officer is mandatory before distribution.
Respond in English.How to Adapt
- Different staff groups have different risk profiles - specify the target audience for a more relevant briefing.
- Add risks specific to your airport - proximity to water bodies, bird migration corridors, specific terrain.
- Fill in actual emergency phone numbers after generating the briefing.
- Mandatory: have the completed briefing reviewed by the safety officer before distribution.
What to Expect
A structured safety briefing with risks, preventive measures, PPE requirements, a shift-start checklist, emergency contacts, and a comprehension quiz - ready for adaptation and distribution to staff.
6. Quarterly Airport Service Quality Strategic Report
The quarterly service quality report is the document that determines investment priorities, staffing decisions, and passenger experience strategy. It combines data from surveys, complaints, operational metrics, and benchmarks into a unified analysis. This prompt generates a full report suitable for presentation to the board of directors and the DG CAA.
Difficulty level: Advanced | Compatible tools: Claude, ChatGPT
Prompt
You are a quality director at an international airport. You are a specialist in the ACI Airport Service Quality (ASQ) program and IATA standards.
Before you start, ask me the following questions one by one. Wait for my answer after each:
1. Which airport is the report for?
2. Which quarter is the report for (e.g., Q4 2025, October-December)?
3. What is the total passenger traffic for the period (e.g., 1,240,000 passengers)?
4. Please paste the summary of passenger survey results by zone (check-in, security, lounge, gates, commercial area, baggage).
5. Please paste the complaint data for the period (count and categories).
6. Please paste the operational metrics (OTP, average security wait time, lost baggage per 1,000 passengers).
7. Do you have previous-quarter results for comparison? If yes, please paste them.
Once you have all answers, produce a strategic quarterly service quality report.
## Output Format
### 1. Executive Summary
10-15 lines. Quarterly summary with 3 key achievements and 3 areas for improvement. Tone: strategic, suitable for the board of directors.
### 2. Passenger Satisfaction by Zone
Table:
| Zone | Current quarter score | Previous quarter score | Trend | Benchmark (regional average) |
Zones: Check-in, Security Screening, Lounge/Waiting Area, Gates, Commercial Area, Baggage Reclaim, Parking and Transport.
### 3. Complaint Analysis
- Top 5 categories with count and % of total volume
- Trend compared to previous quarter
- Average response time and % resolved on time
- Cases escalated to DG CAA (Directorate General "Civil Aviation Administration")
### 4. Operational Indicators
- On-Time Performance: % and trend
- Average security wait time (minutes)
- Lost baggage per 1,000 passengers
- Baggage belt availability (%)
- Escalator and elevator availability (%)
### 5. Quarterly SWOT Analysis
2×2 table: Strengths | Weaknesses | Opportunities | Threats
### 6. Action Plan
Table:
| # | Action | Owner | Deadline | Success KPI | Budget |
Minimum 7 actions, ordered by priority.
### 7. Next Quarter Forecast
- Expected passenger traffic
- Planned infrastructure changes
- Risks and preparatory measures
The report should be suitable for presentation to the board of directors and DG CAA.
Respond in English.How to Adapt
- Prepare your data in advance: survey results, complaints, and operational metrics. The more real data you provide, the more accurate the report.
- Include previous quarter results for comparative analysis - this is key for uncovering trends.
- For airports participating in ACI ASQ - mention ASQ results in addition to standard data.
- If you have average wait time data broken down by hourly intervals, include it for a more detailed analysis.
What to Expect
A strategic report of 5–7 pages with zone satisfaction scores, complaint analysis, operational indicators, SWOT analysis, and an action plan - ready for presentation to the board of directors.
Next Steps
If these prompts were useful, here are three concrete actions:
- Start with the simplest prompt. The delay announcements (prompt 1) or the safety briefing (prompt 5) are rated "Beginner" and deliver quick results with minimal setup.
- Build an internal library of adapted prompts. Once you test a prompt with real data from your airport, save the adapted version in a shared document. The next colleague will not have to start from scratch.
- Assemble a team of 2–3 people for a pilot test. Define a specific task (e.g. processing complaints for one week), measure time saved, and present the results to management. Real numbers are the most convincing argument.
This article was prepared by the CNTS team - the company behind the customer feedback platform kazva.bg. Learn more about our AI-powered solutions: kazva.bg