RouteMe guides 100,000+ Avianca passengers from booking to gate

Navigating large international airport terminals is one of the most stressful parts of air travel. Between unfamiliar layouts, gate changes, tight connections, and the anxiety of potentially missing a flight, passengers face a complex, high-stakes experience. Avianca partnered with RouteMe to change that — giving every traveler turn-by-turn guidance from booking confirmation through boarding.

By integrating RouteMe directly into the Avianca mobile app, the airline has guided over 100,000 passengers through JFK and Bogota El Dorado airports, reducing missed flights, gate-change confusion, and airport stress for passengers worldwide.

The airline

Avianca is one of the Western Hemisphere's oldest and largest airlines, serving over 30 million passengers annually across the Americas, Caribbean, and Europe. With major hubs at El Dorado International Airport (BOG) in Bogota, Colombia, and significant operations at John F. Kennedy International Airport (JFK) in New York, Avianca operates one of the most extensive networks in Latin America.

As a legacy carrier connecting major business and leisure destinations, Avianca's passengers include frequent flyers familiar with the airline and first-time travelers navigating unfamiliar terminals. The airline's commitment to passenger experience — from booking to landing — made digital wayfinding a strategic priority.

The challenge

Large international airports like JFK and Bogota's El Dorado are engineered for scale, not simplicity. With multiple terminals, complex security procedures, gate assignments that change minutes before departure, and passengers from dozens of countries, the terminal experience is inherently confusing.

Avianca passengers faced several critical pain points:

Gate changes create panic. Passengers receive gate assignments at the airport only minutes before boarding. When gates change — common in busy terminals — passengers who were told to go to gate 42 suddenly need to sprint to gate 87. Without real-time navigation, they're lost and stressed.

International passengers are disoriented. Many Avianca travelers are visiting the U.S. or traveling to Colombia for the first time. Even with printed gate maps, navigating a sprawling terminal in an unfamiliar airport feels overwhelming.

Tight connections mean no room for error. Connecting passengers have limited time between flights. Getting lost between terminals or on the wrong concourse means a missed flight — and a disrupted journey.

Staff can't scale directions. Airport staff and Avianca agents spend significant time answering "where do I go?" questions instead of helping with check-in, rebooking, or passenger services.

The solution

Rather than requiring passengers to download a new app or scan QR codes, Avianca made RouteMe navigation a native feature of the Avianca mobile app. From the moment passengers receive their booking confirmation, they have access to proactive guidance.

Pre-trip guidance in the Avianca app

When passengers book on Avianca, RouteMe provides them with navigation they can access weeks or minutes before departure. They see parking options, entrance recommendations, and estimated walking times — all available before they leave home or the hotel.

Real-time gate change alerts

When Avianca updates gate assignments, RouteMe instantly pushes new routes to passenger devices. Instead of scrambling to find a different concourse, passengers receive a notification with updated turn-by-turn directions to the new gate — eliminating the confusion and stress that comes with last-minute changes.

Turn-by-turn navigation from curb to gate

Once passengers enter the terminal, RouteMe provides step-by-step indoor navigation that works where GPS fails. Clear instructions guide passengers through security, to lounges, past retail, and directly to their gate — with time-to-gate warnings for tight connections.

Multilingual and accessibility-first design

RouteMe's guidance is available in multiple languages, reflecting Avianca's diverse passenger base. Wheelchair-accessible routes automatically prioritize ramps and accessible elevators, and voice guidance is available for hands-free navigation.

No infrastructure costs, instant deployment

Unlike airport navigation systems that require expensive beacons or dedicated hardware, RouteMe integrates entirely through software. Avianca deployed the solution across JFK and El Dorado without infrastructure investments or coordination with airport operators.

The results

Since deploying RouteMe in the Avianca app, the airline has seen measurable improvements in the passenger experience:

100,000+ passengers guided. RouteMe has provided navigation to over 100,000 Avianca passengers across JFK and El Dorado, making it one of the most-used features in the airline's mobile app.

Gate changes handled seamlessly. Real-time notifications keep passengers informed when gates change, eliminating the panic and confusion that previously led to missed flights and frustrated passengers.

Reduced missed connections. Clear navigation and time-to-gate alerts help connecting passengers make tight connections without stress or delay.

Passenger confidence increases. International passengers, first-time flyers, and frequent travelers all report feeling more confident navigating terminals when they have turn-by-turn guidance from the airline they trust.

Service recovery improved. With fewer "where do I go?" calls, Avianca agents focus on solving real problems — rebooking missed flights, handling baggage issues, and delivering exceptional service rather than directions.

Looking forward

Avianca continues to expand the RouteMe partnership. Future initiatives include deploying the solution to additional hub airports, integrating real-time baggage information with navigation ("Baggage carousel 5 is this way"), extending RouteMe to ground transportation and hotel partnerships, and analyzing passenger flow patterns to improve airport operations.

The partnership demonstrates how digital wayfinding is no longer a nice-to-have feature, but a competitive advantage. Passengers expect to know where they're going. Airlines that provide that experience build loyalty, reduce operational friction, and deliver the smooth, confident journey that modern travelers demand.

Want to guide your passengers with RouteMe? Get in touch or explore our airline solution.