Munich Airport Introduces Smart Trolleys with Interactive Tablets
Kitted out with a range of customer-friendly features, the smart trolleys offer passengers a smoother airport experience
October 11, 2023
Munich Airport (MUC) is conducting a trial to improve customer experience and increase retail sales by introducing smart baggage trolleys.
These trolleys are equipped with intelligent tablets that allow customers to easily check in by entering their flight details manually or scanning their boarding passes. They will receive real-time updates about their flight status and departure details through the tablet.
Additionally, passengers can use the tablets to scope out shops and restaurants within the airport. An interactive map of the terminal helps passengers navigate their way around the various retail stores, restaurants, and gates. At the same time, the tablet presents passengers with offers and product promotions that different outlets in the vicinity offer.
“Digitalization doesn’t always have to happen in the background,” said Dr. Jan-Henrik Andersson, Chief Commercial Officer of Munich Airport. “These tablets help our guests find their way around the terminal while ensuring they can always keep an eye on the latest flight information. The project is another element of our premium innovation hub. By connecting the digital and the analog world, it will bring real added value for our passengers.”
The trolleys are available free of charge in Terminal 2, after security and before duty-free. They are part of a six-month pilot project by Danish developer Intelligent Track Systems (ITS).
ITS has programmed the tablets attached to the trolleys, and its market-leading “click-on” technology is considered a world first.
On October 4, Munich Airport rolled out trolleys as part of ITS’ pilot installation. This makes Munich the seventh airport to implement the pilot installation after its successful deployment at Nice Côte d’Azur (NCE), Oslo (OSL), Vienna (VIE), Riyadh King Khalid International (RUH), San Diego International (SAN), and Hamburg (HAM).
The smart trolleys developed by ITS have been introduced in phases at several airports. The developers and the airports collaborate to decide whether to move beyond the pilot stage to the next phase.
In the second phase, ITS’ smart trolleys offer a full range of features, including segmented heat mapping, additional advertising opportunities, mystery shopping surveys, and other customer-friendly features.
“Our tablets can direct users to specific stores and also highlight retail activations and activities,” said Morten Pankoke, CEO of ITS. “These are often overlooked by passengers when they are in a rush or stressed. But if they can see the deals on the tablet, as well as the time they have to get to the gate using wayfinding, they are more likely to check out some store offers if they have the time.”