Airport Experience® News - Customer Service Issue 2024

Left: Prepango LLC operates Illy robotic vending machines in 17 U.S. airports, and will add Vancouver International Airport in the near future.

Rex adds that according to a January 2024 report by PYMNTS Intelligence, 84 percent of U.S. consumers have embraced self-service kiosks, with 66 percent even preferring them over staffed checkouts. “Our autonomous solutions cater to consumers’ increasing preference for self-service,” he says. “As innovation in technology is fast-paced and always moving, our goal is to continually innovate and enhance our coffee offerings, ensuring we exceed our customers’ expectations in this dynamic environment.” Complement, Not Compete Despite customers leaning into self checkout more than ever in recent years, traditional coffee shops and cafés will always be essential, especially in an airport setting. “We think robotic coffee offerings have a place in the airport, but their role is supplemental as travelers still want the experience of going to a well-staffed coffee shop,” Paradies Lagardère’s Guillaume says. “Robotic coffee offerings can be just the thing for a traveler with a tight connection, or for airport staff who are working at 1 a.m. – they suit the hub and spoke model. Fully staffed coffee shops are the hub, serving most guests, while a Costa Coffee digital barista is a spoke that extends the range of the hub.” Prepango’s Modiano agrees that robotic coffee offerings are not a substitute for coffee shops, but a solution to an improved passenger experience. “Ultimately, our goal is to complement existing concessions programs; as we’ve seen from data studies, our machines perform best when the coffee store near them is closed or has a long line,” he says. “Wherever we see long lines it means the current coffee program may not be able to support the demand, so opportunities for machines like ours will continue to present themselves.”

Although most, if not all, of the big-name coffee brands have embraced things like mobile order ahead and self ordering kiosks, they remain committed to traditional café service. “While robotic coffee offerings and vending machines provide solutions in certain scenarios, the human touch in preparing and serving high-quality coffee and food is central to our appeal,” says Tina Welch, senior director of business development for Einstein Bros. Bagels . “That said, we’re always open to exploring new innovations that maintain the level of quality and service that our guests expect, especially in the fast-paced airport environment and after hours. Our ops and innovation team has been in discussions with our license partners to explore other ways to deliver our products.” Areas USA doesn’t currently operate any robotic coffee machines but Sal Mendola, director of brands and concept development, notes that the company is considering a few potential installations on the horizon. “We leave no stones unturned

when it comes to enhancing the guest experience, so if it’s the right application, results in a high-quality product and offers a seamless experience for a guest, we will always explore it,” he says. “We’ve seen an uptick in demand for 24/7 solutions, whether for airport employees or travelers flying during off-peak hours,” he adds. “With carefully selected ingredients, autonomous coffee solutions can certainly be more reliable and consistent. Robotic offerings typically provide a fast transaction, but you lose the human touch in the experience – certainly a tradeoff.” Mendola believes autonomous coffee options will likely grow in adoption, but the market for that human touch element will always exist. “We’re committed to seeking the best experience for our guests and whether that’s a hand-crafted drink or robotic-produced beverage, it’s all about the guest,” he says. “Each application will vary depending on location and environment, so like everything, it’s about balance in programming and bringing the best fit forward for each airport.”

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AX NEWS OCTOBER/NOVEMBER 2024