Airports are full of information—baggage rules, check-in windows, security requirements, gate changes, connection details—but for most travellers, it’s scattered across apps, websites, signs, and last-minute announcements. RozieAI Journey, a member of the Aerospace Innovation Hub (AIH), is tackling that fragmentation with a platform designed to make the trip feel less like a maze and more like a guided experience.
RozieAI Journey describes its product as a journey “concierge” layer that sits on top of an airline or airport’s existing digital channels. “The simplest way to explain it is it’s a dynamic travel concierge and orchestrator,” said James Thompson, Director of Delivery & Program Management.
Built as a white-labeled experience, it can be embedded into an airline’s mobile app or delivered through a web view—helping passengers follow a personalized trip plan that updates in real time as their day of travel unfolds.
For travellers, the experience is intentionally practical: reminders and “moments” that appear exactly when they’re needed, like check-in prompts, safety advisories, and destination-specific requirements that can derail a trip at the gate. The team focused heavily on reducing stress for infrequent flyers, while still providing value to frequent travellers through connection guidance and timely nudges.
“The largest percentage of people are infrequent travellers,” said Randall Wilcox, Client Engagement Manager, noting that the goal is to make the journey feel clear and predictable from the start.
That mission found a real proving ground through the Soaring Higher Challenge—delivered by Innovate Calgary, Calgary International Airport (YYC), and WestJet—which gave RozieAI Journey the opportunity to work directly with partners in a live operational environment and adapt the platform to real airline-and-airport priorities.
“At Calgary Airports, our priority is to create a seamless, welcoming experience for every guest who travels through YYC,” said Megan Gupton, Chief Information Officer at Calgary Airports. “Digital experiences play a critical role in helping travelers feel informed, confident, and supported at every stage of their journey. Platforms like RozieAI Journey align closely with our focus on enabling guests through timely, relevant information, while travelling through the airport environment.”
According to Vinay Sukumar, Head of Product & Innovation at RozieAI Journey, WestJet initially came to the table with “about eight different pain points… or eight different use cases” they wanted addressed. Instead of narrowing the scope to one or two, RozieAI Journey demonstrated a platform approach that could accommodate all eight—and expand further.
The work was deeply collaborative. YYC enabled key integrations, including access to security wait-time data, while WestJet helped shape content “moments” based on recurring passenger pain points—like battery safety guidance and pre-travel reminders for international documentation. “They were very, very willing to help us… it was just very collaborative,” Wilcox said.
“What stood out for us was the opportunity to step back and look at the guest journey through a different lens,” said Anne-Louise Brooks, Senior Manager for Digital Business Development & Consulting at WestJet. “Exploring how emerging technology like this could support clearer, more timely guidance helped us think about how we might reduce uncertainty and stress for travellers — especially those who don’t fly often. The Rozie team were highly collaborative, responsive, and pragmatic to work with, which made it easier to focus on learning and understanding what’s possible when information is delivered at the right moment.”
Under the hood, RozieAI Journey is designed to scale. Wilcox shared that one existing airline customer generates close to 3,000,000 journey requests a day, underscoring the platform’s ability to handle high volumes. And once deployed, the team can iterate quickly, adding new moments and refining experiences without long development cycles.
As a member of the Aerospace Innovation Hub (AIH) at Innovate Calgary, RozieAI Journey also benefited from proximity to airport operations and industry exposure. Sukumar emphasized that AIH support helped the team go beyond what travellers see on the surface—through facilitated tours and deeper insight into the “edge cases” that shape real airport journeys, from baggage operations to accessibility needs.
Working with WestJet, the teams completed focused discovery work to understand how RozieAI Journey could align with WestJet’s digital ecosystem and passenger experience. This phase explored integration considerations, content “moments,” and experience flows within the context of WestJet’s application, helping both teams assess feasibility and operational fit.
This outlined what a potential production proof-of-concept would involve and defined how success could be measured through scalability, passenger feedback, and the potential to reduce pressure on queues in contact centres and at check-in.
The bigger vision: a journey experience that makes travel calmer, clearer, and more responsive, while helping airlines and airports deliver better service with less friction.