Vigil - See Something, Say Something
Empower staff and the public to report safety concerns instantly, ensuring every observation is captured, tracked, and acted upon.
Airports receive thousands of observations, concerns, and service requests every year, but many never reach the right team in time to be addressed. Vigil provides a unified reporting channel that enables passengers, employees, contractors, and visitors to quickly report safety concerns, security threats, operational issues, accessibility requests, and service-related observations through a single intake platform.
What's included
Public-facing QR code reporting forms that can be deployed throughout terminals, gates, baggage claim areas, parking facilities, and other airport locations
AI-powered voice hotline capabilities that allow callers to submit reports and observations through a conversational experience
Configurable intake workflows supporting safety concerns, security threats, facility issues, accessibility requests, lost-and-found reports, complaints, compliments, and operational observations
Intelligent categorization and routing that directs submissions to the appropriate airport department, team, or stakeholder based on report type
Emergency keyword detection and escalation workflows that immediately notify designated personnel when critical life-safety concerns are reported
Attachment support for photos, documents, and supporting information to improve report accuracy and investigation efficiency
Promotion workflows that allow staff to convert validated reports into incidents, work orders, lost-and-found records, or other operational processes
Real-time notifications, dashboards, and reporting tools that provide visibility into open reports, response status, and resolution activities
Comprehensive audit trails capturing report history, actions taken, communications, and resolution outcomes
Why it matters
Many airport issues are first observed by passengers, frontline employees, tenants, or contractors. Without a structured reporting process, critical information is often delayed, lost, or communicated through informal channels that lack accountability and visibility.
Vigil creates a centralized intake and triage process that allows airports to capture observations at the source while ensuring reports are reviewed and validated before entering operational workflows. This helps reduce response times, improve situational awareness, and prevent minor issues from developing into larger operational, safety, or customer experience concerns.
The platform also supports airport safety management and operational improvement initiatives by providing a documented record of observations and actions taken. As reports accumulate over time, airports can identify recurring trends, frequently reported locations, and emerging risks, enabling data-driven decision-making and proactive risk mitigation.
By providing an accessible and transparent reporting channel, Vigil encourages greater participation from both airport personnel and the traveling public, strengthening the airport's overall safety culture while improving responsiveness and customer confidence.
How airports use it
Airports deploy Vigil QR codes throughout terminal facilities, parking areas, and public spaces, allowing passengers to quickly report unattended baggage, spills, damaged facilities, accessibility concerns, lost property, or suspicious activity using their mobile devices. Reports are automatically categorized and routed to the appropriate airport team, ensuring the right personnel receive the information without relying on manual coordination.
Operations and security teams use the platform to receive, review, and validate incoming reports through a dedicated queue before determining the appropriate course of action. Facility-related reports can be promoted into maintenance workflows, lost property submissions can be converted into lost-and-found records, and validated safety or security concerns can be escalated into formal incident management processes.
For urgent situations involving potential life-safety threats, Vigil immediately alerts designated personnel while continuing to collect contextual information, helping airports respond more quickly while maintaining a complete record of the event and associated actions.
Frequently asked questions
- What types of reports can be submitted through Vigil?
- Vigil supports a wide range of airport reporting scenarios, including suspicious activity, unattended items, facility maintenance issues, accessibility requests, lost-and-found inquiries, wayfinding concerns, passenger complaints, compliments, and general operational observations.
- Can passengers submit reports anonymously?
- Yes. Airports can configure Vigil to allow anonymous submissions for specific report categories, helping encourage participation while maintaining appropriate privacy controls.
- How are emergency or life-safety reports handled?
- Vigil can be configured to detect predefined emergency keywords and automatically escalate those reports to designated personnel through notifications, calls, SMS messages, or other alerting mechanisms. This helps ensure urgent situations receive immediate attention.
- Does every report become an operational incident?
- No. Reports are first received in a dedicated intake queue where airport personnel can review and validate the information. Authorized users can then promote verified reports into incidents, work orders, lost-and-found records, or other operational workflows as appropriate.
- How can passengers access Vigil?
- Airports can deploy QR codes throughout terminals, gates, parking facilities, baggage claim areas, and other public spaces. Passengers can scan the QR code to submit reports directly from their mobile devices. Airports may also offer an AI-powered reporting hotline.
- Can Vigil route reports to different departments automatically?
- Yes. Reports can be automatically categorized and routed based on predefined business rules. For example, maintenance issues can be directed to facilities teams, while security concerns can be routed to airport operations or security personnel.
- Can users attach photos or supporting documentation?
- Yes. Vigil supports photo and file attachments, allowing users to provide additional context and evidence when submitting reports.
- How does Vigil help improve airport safety management?
- By capturing observations from passengers, employees, tenants, and contractors in a centralized system, Vigil helps airports identify recurring hazards, emerging trends, and frequently reported locations. This supports proactive risk management and continuous improvement initiatives.
See Vigil - See Something, Say Something running on your airport's data
Start a free 30-day pilot. We'll help you import real data and run it with your team — no commitment.