Episode 030: Self-Service Functionality and Robot Personality - a podcast by Runway Girl Network

SITA has made a number of interesting findings around its 'passenger persona' work, learning that the majority of travelers identify as "careful planners" who book early, do plenty of research, double-check itineraries and work very hard to avoid problems during the travel experience. But other groups have emerged, including "independent and hyper-connected" "pampered" and "opened minded adventurers". Nigel explains why understanding passenger personas is key as mobile and airport self-service technology evolves.

Speaking of a move to self-service, SITA has acquired an innovative firm called Type22, which we’ve profiled on Runway Girl Network and which SITA believes will position it to become the bag drop technology leader. Nigel tells us what Type22 brings to the table, and why the success of of any bag drop technology is very much around making the system usable for all types of passengers and to better inform passengers about the state of their bags.

And last but not least, Netherlands’ Schiphol Airport plans to test a new robot named Spencer, which has been developed to help passengers find their way around the airport. Co-hosts Max Flight and Mary Kirby talks to Nigel about the role for robots in the airport of the future, particularly when it comes to assisting people, and even moving baggage around.

But are we getting to a point where passengers won't be able to interact with humans in the future? SITA's studies have found that people are receptive to doing things themselves when they have the technology in their palm. "We're at a tipping point," he suggests, where "people are giving up interacting with agents to do it themselves on their mobile phones".

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