ANA to deploy remote robot support at regional Japanese airports

All Nippon Airways will begin rolling out remote passenger support robots at several regional airports in Japan on August 21, 2026, working with Tokyo-based robotics firm avatarin on the project.

The robots, called "newme," will be run centrally by staff based at Kansai International Airport, rather than needing personnel on site at each regional location. ANA said this makes it the first Japanese carrier to launch this kind of inter-airport remote assistance system.

The approach follows testing at Haneda Airport, where ANA reviewed more than 25,000 customer interactions. According to the airline, 98.4% of passenger questions could be handled remotely at a level of service comparable to in-person staff.

ANA described the initiative as part of a mid-term strategy that combines human hospitality with digital tools. Centralizing support will also let the airline gather and study inquiry data from regional airports for the first time, information it plans to use to refine customer service going forward.

The system is meant to cut wait times, particularly during quiet periods or when staffing is thin between flights, so passengers can reach assistance regardless of how busy a given airport is, ANA said.

The company said it will evaluate the program's effect on customer satisfaction and operations before deciding whether to expand it to more airports. The move comes as Japanese businesses turn increasingly to robotics and automation to deal with a shrinking labor force.