In a bid to revolutionize airport experiences, Emirates Group unveiled Sara, the world’s first robotic check-in assistant, at Forsatek 2023.
However, despite its promise of streamlining the check-in process, travelers seem hesitant to embrace the technology, citing unfamiliarity and discomfort with interacting with robots.
Keenan Hamza, Vice President of Technology Futures & Innovation at Emirates Group, highlighted this sentiment during a recent media interaction.
He revealed that during trials of Sara in the business class terminal, people tended to avoid the robot, except for children who were drawn to it. This insight underscores the challenges faced by airlines in integrating cutting-edge technology into customer-facing processes.
Hamza emphasized the importance of gathering data about customer behavior through Sara’s interactions. Despite initial reluctance, Emirates Group is committed to leveraging robotic technology to enhance the overall passenger experience.
Plans are underway to expand the use of robotic check-in assistants across the airport, with exciting partnerships in robotics set to be announced by the end of the year.
The startup ecosystem plays a vital role in driving innovation within the aviation industry, with Emirates Group actively supporting and collaborating with startups through initiatives like Intelak and Aviation X Lab.
Several innovations showcased at Forsatek have either been integrated into Emirates operations or are undergoing trial phases.
One such innovation is a home check-in system called Dubz, which originated from Emirates’ startup program and has since become an integral part of the airline’s services.
Similarly, Emirates Red, a pre-order duty-free service, also emerged from the startup ecosystem, demonstrating the success of nurturing innovative ideas within the industry.
Hamza expressed enthusiasm for this year’s cohort of innovations, citing an audio engineering program designed to deliver targeted airport announcements tailored to specific locations.
Additionally, BeaconAI, a company focused on integrating multiple cockpit inputs into a single AI-powered system, is poised to revolutionize air travel by enhancing pilot efficiency and safety.
However, Hamza emphasized the need for agility in technological development, noting that technology evolves rapidly, rendering traditional requirements obsolete within months.
He stressed the importance of maintaining an open mind and building adaptable systems to accommodate emerging technologies and changing customer needs.
As Emirates Group continues to invest in cutting-edge technology to stay ahead in the aviation industry, the challenge lies in bridging the gap between innovation and customer acceptance.
While robotic check-in assistants like Sara offer potential benefits in efficiency and convenience, overcoming traveler reluctance remains a significant hurdle in achieving widespread adoption.
In conclusion, the journey towards a high-tech, futuristic flying experience involves not only technological advancement but also understanding and addressing consumer preferences and concerns.
Only by striking a balance between innovation and customer acceptance can airlines truly revolutionize the travel experience for passengers worldwide.
This article was created using automation technology and was thoroughly edited and fact-checked by one of our editorial staff members