GERMANY. Munich Airport has rolled out smart baggage trolleys developed by Danish development company Intelligent Track Systems (ITS). The trolleys, equipped with the company’s ‘click-on’ technology, are designed to innovate the airside customer experience and boost retail spending.
The introduction includes the installation of ITS-programmed tablets to existing trolleys at the airport. The company’s ‘click-on’ solution is described as a world first.
In travel retail, ITS is marketed and distributed by Copenhagen business development agency Blueprint.
ITS and Blueprint are currently showcasing their products at the ongoing TFWA World Exhibition and Conference in Cannes.
The Munich launch is part of a six-month pilot, with an option to extend into a full roll-out.
The interactive digital screens attached to the trolleys feature wayfinding or advertisements and product promotions from airport retailers, while the airport can use heatmaps to monitor movements and initiate surveys, for example.
The interactive displays also allow travellers to manually input their flight data or scan their boarding cards. They will then receive their flight information and related updates in real-time.
As reported, the digital trolleys were previously introduced in Hamburg in July, following a trial phase that started in March. The full roll-out follows previous pilot installations at five airports including Nice Côte d’Azur, Oslo, Vienna, Riyadh King Khalid International and San Diego International.
ITS normally launches these smart trolleys at airports in phases. After the pilot, the company and the airport decide whether to extend the pilot or begin the next phase.
In the second phase, both parties implement the entire range of capabilities of intelligent trolleys. These include segmented heatmapping, mystery shopping surveys, extensive advertising on the trolley tablet screens, and other useful features benefitting passengers, concessionaires and the airport.
Munich Airport Chief Commercial Officer Dr Jan-Henrik Andersson said: “Digitalisation doesn’t always have to happen in the background. 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 analogue world, it will bring real added value for our passengers.”
ITS noted that it has had strong collaboration with Eurotrade, the retail subsidiary of Munich Airport, for the roll-out. Eurotrade Managing Director Sven Zahn said: “We are really happy to offer this amazing service to our customers, we are convinced it makes the journey more convenient.”
ITS CEO Morten Pankoke added: “Our tablets can direct users to specific stores and also highlight retail activations and activities. 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.”
ITS noted the importance of its partnership with Munich Airport, which is the second busiest travel hub in Germany with 31.6 million passengers in 2022.
In the first half of 2023, the airport registered 16.6 million passengers, a +28% year-on-year increase.
Blueprint has supported ITS’s entry into airports since 2019.
Blueprint Partner Thomas Kaneko Henningsen said: “The roll-out at Munich represents a step-change in the way we deliver digital solutions to airports.
“We are piloting the click-on solution for the first time. Larger hubs will be able to deploy ITS’s solutions using their own trolley concept and still benefit from all the services of the original ITS tablet.
“This has to be piloted with the right partners, Munich Airport and Eurotrade are those partners. Both companies have been a pleasure to team up with. Always forward thinking and committed towards finding the right solutions.”
The company said that the free-to-use trolleys proved to have a high level of engagement with travellers.
Citing a survey, ITS reported that 90% of users say these trolleys made their shopping experience easier, while 94% said they would use them the next time they come to the airport. The survey also revealed up to +40% uptake in duty free store basket size.
According to the survey, shoppers – particularly younger travellers – prefer to activate the ‘show route to a concession’ function. At 32%, a significantly higher percentage of users than expected buy what is advertised on the trolley’s tablet screens. ✈
