Heathrow Airport announced on 8 October that it is rebuilding its main website using Adobe's artificial intelligence software, as part of an expanded partnership between the two companies. The change affects heathrow.com, which the airport says gets more than 50 million visitors a year, and is aimed at passenger-facing digital services rather than terminal operations, so there is no immediate change to how travellers move through the airport.
According to the official announcement distributed via PR Newswire and confirmed by Airport World and the trade title TheNextWeb, the new site will run on Adobe CX Enterprise, an AI system Adobe describes as managing the full customer journey from initial engagement through to conversion and loyalty. Heathrow will also use Adobe Experience Manager to deliver more personalised content to passengers, local communities and government stakeholders.
A notable element of the deal is Adobe Brand Visibility, a tool Heathrow will use to track how its information is presented by AI chatbots such as ChatGPT, Microsoft Copilot, Google Gemini and Perplexity. Adobe says growing numbers of travellers now use these tools to plan journeys rather than searching the web directly, and the aim is to make sure Heathrow's own flight, security and travel information is what those chatbots surface, rather than outdated or third-party content.
Stephen Glenfield, Heathrow's head of digital, said: "At Heathrow, our purpose is simple: to make every journey better, for passengers, communities and the businesses that depend on us. 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." Nathan Hancock, who leads Adobe's business across the UK, Ireland, the Middle East and Africa, linked the deal to the companies' decade-long working relationship and the scale of Heathrow's passenger numbers, which the airport puts at more than 84.5 million a year.
Neither company has given a date for when the rebuilt site will go live, and Heathrow has not said whether existing site features, such as flight-status lookups or security wait times, will change in the process. For now, passengers should continue to use the current heathrow.com and their airline's app for live flight information in the normal way.
What this means for your journey: this is a behind-the-scenes digital change, not a terminal or security update, so current journey planning is unaffected. If you are heading to Heathrow, check our guide to getting there by public transport at /public-transport/ or compare parking options at /parking/ before you travel.