New technologies and innovations are continuously introduced at Munich Airport to improve the travel experience and make visitors' stay at the airport as pleasant as possible. In this way, Munich Airport remains not only an important transportation hub, but also a pioneer in terms of digital travel experience.
Self-service bag drop in Terminal 1
ITS - intelligent shopping trolleys
This is the message that a friendly-looking service robot has recently been delivering to travelers in Terminal 2, carrying snacks and drinks that can be purchased. Originally intended for use in hotels and hospitals, the robot is now being used at an airport for the first time worldwide. With the robot, Munich Airport wants to offer travelers an innovative travel experience with an entertainment factor shortly before departure.
Similar to a robot vacuum cleaner, the Snackbot moves slowly along pre-programmed routes through the gate area on levels 4 and 5 in Terminal 2. As soon as someone approaches the Snackbot, it offers its goods using pre-programmed phrases on the screen. The Snackbot has a touchscreen for interactive use. Payment is cashless via various payment methods such as Apple Pay, Google Pay and all major credit cards. A weight sensor prevents unauthorized removal of items.
The service robot will be deployed at Munich Airport for a year on a trial basis and is primarily intended to provide travelers with a special travel experience: "We want to see how passengers react to the Snackbot and thus test the acceptance of service robotics in the terminal even further," explains project manager Laura Pichler. It remains exciting to see how the Snackbot will be received by travelers in the coming months: "So far, all eyes have been on it every time it makes its rounds in the terminal," says Laura.
The Terminal 2 company is in charge of piloting the robot developed by the Munich start-up "Robotise". Allresto is responsible for the operation of the snackbot. The test of the service robot is part of the airport's orientation as a premium innovation hub.
In Terminal 2, intelligent door leaves, known as SmartGates, have been installed in the central lining in front of the security check. These SmartGates are connected to sensors in the ceiling and optimize the route taken by passengers depending on the volume of passengers.
The XOVIS sensors, which were originally installed to calculate waiting times, are used here. Now they are also used for automatic door leaf changeover: The sensors detect the passengers and automatically adjust the routing in the lining within seconds.
"The smart gates relieve the terminal service, which previously had to manually change the tensator bands as required," explains Michael Lenz, project manager for the security check conversion. "This was often very time-consuming due to the dynamically changing passenger volumes in the lining." Now the system reacts automatically and quickly to changing passenger flows. As a result, the passenger flow to the security checkpoint is optimized in times of high or low capacity utilization. Lining capacities are utilized according to demand. When passenger numbers are low, passengers can reach the security check lanes without detours.
The SmartGates are such an innovation that others want them too: "Munich is one of the first airports in Germany to use this technology," says Jessica Porzelt, who is responsible for the SmartGates project. "Other airports are coming by to take a look at the SmartGates. We are also considering introducing them in Terminal 1."
Munich Airport has been using various systems and providers for self-service bag drop in Terminal 1 since 2017.
The advantages of such a system are obvious: especially during the summer and vacation months, passengers have to be patient at the airline counters and put up with long queues - especially as the check-in counters usually only open two hours before departure. The bag drop systems give travelers the opportunity to check in their baggage several hours before departure and avoid the waiting times at the regular check-in counters.
How do self-service bag drops work?
In order to use the service, passengers of Condor, KLM, Air France and Norwegian airlines must have checked in online and therefore have a valid boarding pass. At the airport, the boarding pass is scanned at the upstream kiosk or bag drop machine in order to print the label for the piece of baggage to be checked in. The passenger then attaches the label to the baggage and places the suitcase on the baggage conveyor belt of the bag drop machine. Once the boarding pass and baggage label have been successfully matched, the suitcase automatically enters the baggage system and the passenger receives a receipt.
Where are the self-service machines located?
The self-service bag drop machines are currently located in modules D and Z in Terminal 1. In addition to fully automatic machines, which are only suitable for self-service bag drop, there are also some hybrid systems. These are counters that - depending on requirements - can be used both for self-service bag drop and as regular check-in counters.
What follow-up projects are planned?
Over the next two years, additional airlines will gradually be integrated into the self-service bag drop system in order to offer this service and the associated time savings to as many passengers as possible. At the same time, an EU-wide tender was published in order to be able to expand the range of vending machines in Terminal 1 by 2025 at the latest.
In Terminal 2, passengers have the opportunity to make the most of their time until departure. The intelligent baggage trolley, equipped with an interactive tablet, accompanies travelers along their route to their departure gate after passing through security in front of the duty free. Tips on offers, stores and restaurants are then displayed on the tablet.
How does the service work?
Passengers enter their flight details manually into the tablet or scan their boarding pass. Flight information and the corresponding gate updates are displayed on the screen in real time.
Passengers can select facilities such as stores and restaurants next to their departure gate. They are then guided through Terminal 2 via a map with an integrated signpost and receive location-based offers. Use of the intelligent luggage trolleys is free of charge. The Danish development company Intelligent Track Systems (ITS) is a partner in the test phase. The ITS "Clickon" solution is only available in this form at Munich Airport.
What is the advantage for the airport?
The use of the shopping trolley is intended to increase customer satisfaction. In addition, better visibility for advertising, offers and services that are displayed to the customer on the way to the gate. In-depth data analysis will then provide more information about customer behavior at the point of sale, such as walking routes, purchasing behavior and how long the trolley is used.
Jan Andersson: "Digitalization doesn't always have to run in the background. The tablets help our guests to find their way around the terminal and they always have the latest flight information in view. The project is another component of our Premium Innovation Hub, which creates a hybrid customer experience."
