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Technology caution moderates speed of transformation


Digital technology continues to transform all aspects of travel, in the back office and front, in operations, processes, analytics, sales, customer service and management. Deloitte travel and aviation partner Andy Gauld identifies three key trends over the past 12 months. First, he said: “There is a wider adoption of artificial intelligence (AI) where humans and robotics work well together. The travel and airline industries are starting to wake up to the possibilities here. “There has been a shift in


understanding robotic process automation. Organisations have seen how this can improve back-office systems. Now we see robotics driving into the operational space, for example in aircraft maintenance.” He expects to see more of this over


the next 12-18 months. However, Gauld describes use of robotics in the ‘front office’, for example at airport check-in desks, as “dabbling” to date. Gauld said: “This stalled in the last 12


months. You still have check-in assistants helping customers use check-in machines.” Part of the reason, he suggested, is “people like human interaction”. He said: “Passengers are a diverse


group. They don’t necessarily want to use technology.” Even millennials, he suggested, “are not all as millennial as some think. You can split them into those who like technology and those who don’t.” The second trend Gauld highlights is the use of drones. “More and more airlines are starting to use this technology for pre- flight checks, and there is talk of airports using drones to check passenger flows at airports,” he said. However, he points out there are potential security issues with use of drones at airports – one of the tensions between rapidly developing technologies and cybersecurity (see Cybersecurity, pages 49-50). Third, Gauld identifies “use of smart, digital ways of working”. On the operational side, he said: “There is a need for airlines and airports to share


THE PROPORTION of UK adults purchasing goods and services


online must have reached almost as high as it can go in 2019, certainly among those under 45 (Figure 54)


Increased collaboration could accelerate the implementation of AI, robotics and biometrics


data better. If you take a wider view of transport, including rail and freight, organisations increasingly want to share data, to better understand how to improve.” But in aviation, he said: “There is still a lack of willingness to share data between providers. More collaboration is needed. Not a lot has happened [in this respect] in the last 12 months.” One area of collaboration where


there has been movement is at airport borders, where Gauld said: “There is a lot happening. The technology is there for a smart border. The issue is the processes the technology needs to adhere to.” His Deloitte colleague Martin


Bowman, travel and aviation director, agrees. He said: “Collaboration across multiple stakeholders is a priority to better utilise the insights data give us.” The limits to collaboration are partly


reflected in investment. Bowman said: “It’s a challenge to make the case for technology change. The investment case is still largely dependent on the benefits. Aviation is a sector entirely dependent on its component parts – airports, airlines, air traffic control. But when anyone makes a case for investment it is based on the business case for one component.”


BIOMETRICS An area of aviation which is seeing collaborative working is biometrics. Bowman said: “Biometrics is really


FIGURE 54: ONLINE PURCHASING, ALL GOODS AND SERVICES, 2019 2009-19


%


50 60 70 80


72%74% 74% 66%67% 61%62% 2009 2011 2013 2015 2017 2019*


% UK adults purchased 82%


77%77%78% By age, 2017-19 2017 2019* 100 %


20 40 60 80


0


16-24 25-34 35-44 45-54 55-64 65+ * UK adults purchased in last 12 months


Source: ONS


Travel Weekly Insight Report 2019-20 35


88% 97% 89% 91% 84% 89%


75% 77%


45% 54%


97% 94%


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