The results are in: Humans prefer customer service over automation for almost every travel function

Simplicity and practicality win in the race to grow revenue, streamline operations and delight travelers

OAG's latest whitepaper View this email online

THE AIRPORT DELIGHT REPORT: HUMANS VS. MACHINES SIMPLICITY AND PRACTICALITY WIN IN THE RACE TO GROW REVENUE, STREAMLINE OPERATIONS AND DELIGHT TRAVELERS   Based on a survey of over 2,000 U.S. travelers, we offer new insight for airport leaders and tech providers looking to delight travelers, streamline operations and grow revenue. The major takeaway: While high tech investments and automation improve the airport experience, they aren't a cure-all. This paper looks at:   – Travelers crave a more streamlined experience: Nearly 60% of travelers would let airports track their location through a mobile or wearable device to redeploy staff to cut down on wait times.   – Forget robots. Practicality trumps flash: Only 19% of travelers said they see value in interactive robots that provide information and concierge services. Comparatively, 40% want more baggage loading zones to expedite security lines, 54% would value in-airport turn-by-turn directions for navigating terminals and gates, and 75% want real-time updates on expected boarding times.   – Momentum builds for automated airport retail: 54% of millennials, 37% of business travelers and 35% of all travelers reported interest in self-checkout retail options at the airport.   – While the travel ecosystem continues to test high-tech investments – including robotics, biometrics, advanced security measures and more – it may be overlooking significantly easier and more affordable opportunities to delight travelers, boost efficiency and grow sales.     www.oag.com

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