Published on : Friday, June 21, 2019
People prefer human touch to automation outside of ticketing and check-in as per the OAG report. BOSTON – OAG revealed its latest tech market analysis, The Airport Delight Report: Humans vs. Machines. It is based on a survey of over 2,000 U.S. travellers. The report offers new insight for airport leaders and tech providers looking to delight travellers, streamline operations and grow revenue.
High tech investments and automation improve the airport experience but they aren’t a cure-all. Outside of ticketing and check-in, the market prefers human customer service over automation for almost every other travel function: baggage (54 per cent human to 46 per cent automated customer service), security (55 per cent to 45 per cent), boarding (64 per cent to 36 per cent), concierge (83 per cent to 17 per cent) and in-flight services (80 per cent to 20 per cent). Only 19 percent of travellers see value in interactive robots that provide information and concierge services.
Nearly 60 per cent of travellers would let airports track their location through a mobile or wearable device to redeploy staff to cut down on wait times.
About 40 per cent want more baggage loading zones to expedite security lines, 54 per cent prefer in-airport, turn-by-turn directions for navigating terminals and gates, and 75 per cent want real-time updates on expected boarding times.
Momentum builds for automated airport retail: 54 per cent of millennials, 37 per cent of business travellers and 35 per cent of all travellers reported interest in self-checkout retail options at the airport.