April 15, 2025
New technologies and innovations are continuously introduced at Munich Airport to improve the travel experience and make visitors' stay at the airport as pleasant as possible. In this way, Munich Airport remains not only an important transportation hub, but also a pioneer in terms of digital travel experience.
Two autonomous robots from robotics startup Ottonomy are currently in use in the Customer Service Center, gates and baggage claim areas in Terminal 2 at Munich Airport. The robots are designed to perform various tasks to enable smooth customer interactions. They support passengers with information and promote the services of Lufthansa Airlines and Terminal 2.
By scanning a QR code on the robot with their smartphone, passengers can access Lufthansa's chat assistant for self-service options. There they can call up flight information and manage processes such as rebooking or refunds independently. The robots also provide important information on airport-related topics such as "Tax Refund" and "Lost and Found" to further improve the passenger experience.
In addition, Ottonomy's robots are equipped with containers that enable the transportation of goods. This function is currently being used to distribute drinking water. The robots stop regularly so that passengers have easy access to bottled water.
This is the message that a friendly-looking service robot has recently been delivering to travelers in Terminal 2, carrying snacks and drinks that can be purchased. Originally intended for use in hotels and hospitals, the robot is now being used at an airport for the first time worldwide. With the robot, Munich Airport wants to offer travelers an innovative travel experience with an entertainment factor shortly before departure.
Similar to a robot vacuum cleaner, the Snackbot moves slowly along pre-programmed routes through the gate area on levels 4 and 5 in Terminal 2. As soon as someone approaches the Snackbot, it offers its goods using pre-programmed phrases on the screen. The Snackbot has a touchscreen for interactive use. Payment is cashless via various payment methods such as Apple Pay, Google Pay and all major credit cards. A weight sensor prevents unauthorized removal of items.
The service robot will be deployed at Munich Airport for a year on a trial basis and is primarily intended to provide travelers with a special travel experience: "We want to see how passengers react to the Snackbot and thus test the acceptance of service robotics in the terminal even further," explains project manager Laura Pichler. It remains exciting to see how the Snackbot will be received by travelers in the coming months: "So far, all eyes have been on it every time it makes its rounds in the terminal," says Laura.
The Terminal 2 company is in charge of piloting the robot developed by the Munich start-up "Robotise". Allresto is responsible for the operation of the snackbot. The test of the service robot is part of the airport's orientation as a premium innovation hub.
In Terminal 2, intelligent door leaves, known as SmartGates, have been installed in the central lining in front of the security check. These SmartGates are connected to sensors in the ceiling and optimize the route taken by passengers depending on the volume of passengers.
The XOVIS sensors, which were originally installed to calculate waiting times, are used here. Now they are also used for automatic door leaf changeover: The sensors detect the passengers and automatically adjust the routing in the lining within seconds.
The Fast Track to the central security checkpoint in Terminal 2 was put into operation in fall 2023. This allows passengers with time-critical departures to selected destinations accelerated access to the security checkpoint. All passengers can use the Fast Track, regardless of their status and selected travel class.
The authorized flights are displayed in a defined time window on the monitor panel in the middle of the boarding pass control. The two adjacent eGates are programmed accordingly and only allow access for authorized boarding passes.
