Ask Réno live ↗
Meet Réno, the AI concierge who is our homepage.
Ask naturally. Get real answers — flights, luggage belts, parking availability, security wait times, buses, weather, even warm destinations in December. Hear replies out loud, switch language, or let Réno anticipate what you need.
Case study video
A fast walk-through: Arrival → Identity → Real questions → Live data → Results → In-terminal.
How it works
Réno’s AI orchestration layer connects a multilingual conversational interface with live operational systems — making flight, transportation, parking, security wait time and weather data available in natural language, instantly and securely.
- 1. Conversational UI + TTS on lux-airport.lu
- 2. RAG pipeline (retrieval-augmented generation) with vector KB
- 3. Tools: live flights, luggage belts, parking, transit, weather, security wait times
- 4. Orchestration & guardrails (intent, tool routing, safety)
- 5. EU hosting, GDPR, short retention
Designed RAG-first for accuracy and speed; tools and knowledge can evolve without changing the user experience.
Best use of AI
- Multilingual understanding and translation, responses in natural language.
- Real-time tools: flights, transportation, parking, weather, security wait times, notifications.
- Proactive UX (e.g., subscribe to flight updates).
Technical achievement
- Cloud orchestration with vectorized knowledge base + fast embeddings.
- Highly responsive web layer, fast even on mobile and tablets.
- Graceful fallbacks, lightweight TTS integration, accessibility built-in.
Privacy by design
- EU hosting, GDPR compliant, short retention windows.
- Explicit consent flows for subscriptions and tracking.
- No app needed — works directly on the airport website.
Aligned with the SESAR Digital European Sky vision
- AI for aviation — Réno is a production AI agent serving passengers 24/7, using retrieval-augmented generation, tool orchestration, and multilingual natural language understanding.
- Multimodality & passenger experience — Real-time integration of flight data, ground transportation, parking, security wait times, and weather into a single conversational interface — connecting air and ground in one experience.
- Cyber-secure data sharing — EU-hosted, GDPR-compliant architecture with short data retention, encrypted communications, and no third-party data sharing.
Journey So Far
From first launch to a continuously evolving AI platform — under 12 months.
AI concierge launches as the lux-Airport homepage. Live flight data, RAG knowledge base, parking drive-up availability, multilingual support, and text-to-speech from day one.
Réno begins answering parking pre-booking questions, connecting passengers to real-time availability and reservation options.
Model upgraded to GPT-4.1 for improved accuracy and reasoning. MUSE Creative Awards: 4 awards including Gold for Best Use of AI.
Real-time security checkpoint wait times go live. NY Digital Awards: 5 Gold and 6 Silver across Generative AI, Travel, UX, Transportation, and Technical Achievement.
Upgraded to streaming connections for faster responses. Enhanced RAG pipeline with improved retrieval accuracy. IDA Honorable Mention for Multimedia & Interface Design.
Recognized for AI Services, Aviation, Customer Support, Innovation, and User Experience.
User accounts launch with saved conversations, tracked flights, and preferences that persist across sessions and devices.
Focus Mode launches for accessible, concise answers. Destination discovery goes live — ask Réno for travel inspiration by month, theme, or country. 300,000+ conversations served.
Impact (live to passengers, useful to operations)
Design is measured by outcomes. Réno reduces friction for travellers and pressure on the Info Desk.
Visual story — Réno in action
Swipe or use arrows. Autoplays every 5s; press Pause to stop.
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Brand character: Réno the Fox
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The homepage is conversational
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Accessible chat with voice
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Answers, not links
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Proactive prompts
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Live flight context
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Multilingual by design
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Inspires travel
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Beyond the web
Experience Highlights
What makes Réno feel effortless — and effective — day to day.
Proactive UX
On flight pages Réno offers to subscribe to updates — before you ask.
Multilingual
Passengers have conversed with Réno in 57+ languages — from French and German to Pashto and Esperanto. No configuration needed.
Real-time answers
Parking counts, bus departures, luggage belts, weather — answers are structured, not links.
Accessibility & inclusion
Keyboard navigation, reduced-motion support, high contrast, natural “Read aloud” voice, and a dedicated Focus Mode for concise, structured answers.
Privacy by design
EU hosting, short retention windows, clear consent messaging throughout.
Resilience & performance
Graceful fallbacks if feeds are down, seamless escalation to human support when needed, fast loads on mobile and tablets, and lightweight UI.
57+ Languages — and Counting
Réno understands and replies in any language a passenger chooses. These are the languages travelers have actually used since launch.
Award-Winning Innovation
Réno's approach to airport digital services has been recognized internationally, earning 21 awards across four international programs.
MUSE Creative & Design Awards
October 2025 · 4 awards
- 🥇 Best Use of AI (Website)
- 🥇 Travel (Website)
- 🥇 Best User Experience (Website)
- 🥈 Transportation (Website)
NY Digital Awards
November 2025 · 11 awards
- 🥇 Travel / Tourism
- 🥇 Best User Experience
- 🥇 Transit / Airport / Kiosk
- 🥇 Generative AI
- 🥇 Transportation
- 🥈 Mobile Site Design
- 🥈 Website Design
- 🥈 Experimental / Innovative
- 🥈 Best Technical Achievement
- 🥈 Best Use of Emerging Technology
- 🥈 Best User Interface
Web Excellence Awards
January 2026 · 5 awards
- 🏆 AI Services & Tools (Website)
- 🏆 Aviation (Website)
- 🏆 Customer Support Services (Website)
- 🏆 Innovative & Experimental (Website)
- 🏆 Website User Experience (Features & Design)
International Design Awards (IDA)
December 2025 · 1 award
- 🏅 Honorable Mention · Multimedia & Interface Design
Continuous Evolution
Réno is not a one-off project — it's a living platform that evolves continuously based on user feedback and operational needs.
Focus Mode
Users can toggle a focused mode that delivers concise, structured answers — designed for accessibility, attention difficulties, and travelers in a hurry.
InfoDesk Document Ingestion
Airport staff upload PDF documents and Réno absorbs the content automatically — bridging AI with human operations in real time.
Streaming Connections
Upgraded from WebSockets to streams for faster, smoother message delivery — reducing latency and improving the conversational feel.
Chat Continuity
Conversations persist as users navigate between pages — no context lost, no repeated questions.
Flight Secondary Data Agent
Réno proactively provides luggage belt assignments, weather at destination, and related info without the user needing to ask.
Real-Time Security Wait Times
Passengers ask Réno how long the security queue is and get a live, color-coded status — helping them plan their time at the airport with confidence.
Connect to Human Support
When Réno detects a user needs more help, it offers seamless escalation to the InfoDesk team — responsible AI with a human safety net.
User Accounts & Saved Conversations
Passengers create free lux-Airport accounts to save conversations, tracked flights, and preferences across devices.
Destination Discovery
Ask Réno "where can I fly in March?" or "suggest warm destinations for Christmas" and get personalized route suggestions by month, country, or theme.
Smart Flight Routing
When users ask for all flights, Réno identifies whether they need arrivals or departures, selects the date, and routes them directly to the structured flight table — faster answers, fewer AI tokens.
Automated Performance Monitoring
Automated reporting tracks conversation volumes, response quality, topic distribution, feedback rates, and peak usage patterns — enabling continuous data-driven optimization.
Performance & Reliability
Built for speed, tested on real devices, and running without interruption since launch.
From website to terminal (and back)
Scan in-terminal posters to continue the same conversation on mobile.
See It. Try It.
Project overview
Download the compact case study with criteria mapping and outcomes.