United exploring innovative baggage handling, autonomous baggage carts, robotic solutions for loading and unloading bags, and automated aircraft pushback systems with aim to identify solutions that work best for both United and the broader aviation industry.
Ongoing robotics initiative involves United's partnership with WHILL to enhance accessibility in airport terminals using autonomous personal mobility devices to cater to travelers with mobility challenges or injuries.
United AirlinesUnited Airlines is actively exploring technologies offered by robotics and automation to be ready to take CX to next level.
Ahead of FTE conference in September 2023, Kristen Berndt, Senior Manager of Baggage Strategy & Innovation at United Airlines gave comments to FTE on current initiatives at United.
Berndt acknowledged that innovation can be daunting for many due to the fear of failure, especially when dealing with unproven advanced technologies and that being an innovator involves a level of risk, including the possibility of failure, technological non-functionality, employee resistance, and financial loss. However, taking a calculated, step-by-step approach to testing new technologies can mitigate these risks and pave the way for success.
Berndt noted that with advanced data visualization, reporting tools, and machine learning capabilities available today, turning data into valuable insights has become more achievable. She uses the example of bag tracking to illustrate this point, highlighting how combining data with next-gen bag tracking devices, computer vision, and biometrics can lead to more robust tracking capabilities.
United Airlines is actively embracing cutting-edge technologies in the realm of robotics and automation. Berndt mentions the airline’s efforts to innovate baggage handling, a physically demanding process for employees. The goal is to ease the workload on employees while improving operational efficiency. United is exploring various emerging technologies in the market, such as autonomous baggage carts, robotic solutions for loading and unloading bags, and automated aircraft pushback systems. The airline aims to identify solutions that work best for both United and the broader aviation industry.
One ongoing robotics initiative involves United’s partnership with WHILL to enhance accessibility in airport terminals using autonomous personal mobility devices. By testing autonomous wheelchairs at one of their hubs, United aims to cater to a larger segment of the population, including travelers with mobility challenges or injuries.
Berndt also discusses the impact of the pandemic on the airline industry, particularly the labor shortage. United recognized the significance of efficient resource management and invested in INFORM’s real-time staff management tool. As travel demand rebounds, this tool’s optimization capabilities are expected to enhance United’s resource utilization, resulting in a smoother travel experience for passengers.
Source: United / FTE
