AI customer experience strengthened as Dragonpass launches all-in-one travel app and support assistant
Dragonpass has unveiled a comprehensive rebrand and mobile app overhaul – bringing together airport lounge access, Fast Track security, dining deals, and wellness services into a unified travel platform. Available on both the App Store and Google Play, the new app allows users to manage memberships, track bookings, and redeem benefits globally. This digital transformation is reinforced by the launch of an AI customer experience solution designed to enhance support for travellers at every step.
Embedded across both the Dragonpass website and app, the intelligent assistant offers automated customer support for common queries – from lounge availability and meal offer eligibility, to gym access and multi-membership pass management. With a user-friendly chat interface, the assistant ensures instant guidance across the app’s core features, including:
- Airport lounge access to over 1,300 lounges in more than 130 countries
- Fast Track security at selected airports to skip regular queues
- Dining offers and set meals tied to specific card benefits
- Fitness and wellness bookings for gym sessions and relaxation options
- Pass and voucher management, including booking history and usage tracking
Dragonpass Vice President of Customer Support Peter Hughes said: "I’m excited to announce that Dragonpass has officially gone live with AI-driven customer support through Proto and our dedicated live chat agents. This global rollout marks a significant step forward in enhancing our customer experience, ensuring we're available whenever and wherever our customers need us most. This innovation will deliver tremendous value by increasing efficiency, responsiveness, and satisfaction across all touchpoints."
The AI assistant for travellers is trained to support the diverse needs of Dragonpass members – whether travelling through business-class lounges or exploring dining perks bundled with their card issuer. This aligns with growing expectations for CX automation and airport support automation in the travel sector, where speed, consistency, and digital availability are essential to meeting customer expectations.
In addition to automated responses, the solution seamlessly routes users to live agents during weekday business hours. Outside of these hours, unresolved queries are escalated through a built-in ticketing workflow – ensuring a smooth handover and continuity of service. This balance between automation and human support creates a reliable and flexible experience for travellers worldwide.
Proto CEO Curtis Matlock said: “Dragonpass is a global leader in premium transport services, and we're proud to support their evolution with Proto’s AI assistant for travellers. This deployment shows how localised AI support for travel services can meet the growing demand for convenience, speed, and multilingual engagement – without compromising on the human touch.”
The deployment of this AI assistant reflects Dragonpass’ broader push for innovation and scalability across its digital ecosystem. By embracing lounge support automation and real-time chat tools, the brand reduces support team strain while empowering users with smarter self-service.
This latest digital investment positions Dragonpass as a leader in automated travel assistance – not just through premium services, but through the strength and reliability of its digital engagement. As the travel industry accelerates toward modernisation, combining mobile convenience with AI for travellers has become essential to building trust and satisfaction.
About Dragonpass
Dragonpass is a global travel services provider offering integrated access to 1,300+ airport lounges, Fast Track lanes, dining offers, and wellness benefits in over 130 countries. The Dragonpass app consolidates these services into one intuitive platform – supporting a wide range of card-linked and standalone memberships. Through its digital-first model and international partner network, Dragonpass empowers travellers with seamless and rewarding journeys.
