Munich Airport has recently been testing new forms of technical assistance for its passengers. In collaboration with the Lufthansa Innovation Hub and the startup Ottonomy, autonomous service robots are being deployed in Terminal 2. The goal of the project is to both increase service comfort for passengers and make operational processes more efficient. This initiative exemplifies the growing influence of automated systems in the everyday operations of major transport hubs.
As part of a pilot phase, Munich Airport has stationed two so-called "Ottobots" that operate in the gate area and baggage claim. The robots are designed to move independently through the terminal, using built-in sensors to avoid obstacles and address passengers specifically. The vehicles are small, mobile on four wheels, and equipped with a screen and QR codes that allow travelers to access a digital help menu.
Access to this digital assistance is achieved by scanning a code, which opens a window with a Lufthansa chat assistant. Travelers can then access information about their flight, change bookings, or submit a refund request in the event of a delay. The intuitive user interface is designed to be particularly helpful in situations when airport staff are unavailable.
Technology from start-up forge
The Ottobots are from the US company Ottonomy, which specializes in autonomous delivery systems. In addition to airports, the vehicles are also used in hospitals and for so-called "last-mile" deliveries. At Munich Airport, the technology is now being used for the first time in Germany across public terminal operations.
According to Ottonomy, the robots are equipped with artificial intelligence that allows them to make decisions in real time – for example, choosing the most efficient route through crowds. The system operates context-sensitively and can therefore respond flexibly to changing requirements in airport operations.
More than just digital information
The Ottobots offer more than just flight information. They also provide information on tax refunds for foreign travelers, point the way to service facilities such as the lost and found office, and are also planned to serve as mobile sales stations. The robots have integrated containers that allow for the dispensing of small items such as water bottles or snacks – a step that could ease congestion, especially during waiting times in the departure area.
In addition to the Ottobots, a second type of robot called "JEEVES" is currently being tested. This is specifically designed as a mobile vending machine and can move autonomously through the terminal area. Equipped with a built-in screen, it allows travelers to purchase snacks and drinks. Payment is made via contactless methods such as credit cards or smartphones. A weight sensor ensures that items can only be removed after payment has been made.
JEEVES was developed by the German company Robotise and is already in use in hotels. Transferring this technology to an international airport is a first and will be tested in Munich.
Goals of the partnership between the airport and Lufthansa
Munich Airport is pursuing several goals with the deployment of service robots: In addition to directly improving the service offering for passengers, the company also aims to test the acceptance of such technologies. The experiences from the pilot phase will serve to develop long-term strategies for automated terminal operations.
The cooperation with the Lufthansa Innovation Hub also allows young technology companies such as Ottonomy and Robotise to be offered a platform to test and further develop their systems under real-world conditions. The Memorandum of Understanding signed between the airport operator and Lufthansa provides the framework for long-term cooperation in this area.
Background: Terminal 2 as a test field
Munich Airport's Terminal 2 has always served as a showcase for modern airport technology. Operated jointly with Lufthansa, its structure and organization provide ideal conditions for the introduction of new systems. Biometric passport controls, automated baggage drop-off, and digitalized admission processes have already been introduced here in the past.
The use of service robots represents a further step towards a digitalized, automated infrastructure that is intended to increase both convenience and efficiency.
Outlook
Whether the systems deployed prove their worth will become clear over the coming months. However, both Munich Airport and Lufthansa are open to extending the test phase and plan to integrate additional robots if the response is positive. Integration with existing digital passenger services is also conceivable, enabling a seamless transition between human and machine assistance.
While not all travelers are yet accustomed to the friendly machines in the terminal, initial benefits are already being seen. The reduction in waiting times for simple inquiries, the reduction in staff workload, and the positive impressions of many passengers argue in favor of continuing the project.
and 