Adding a human touch to digital communication with passengers Challenges 1. Creating a smooth passenger experience For all 70 million passengers, Schiphol airport aims to create a frictionless, stress-free travel experience. Previously, passengers with questions or concerns would be serviced at physical information desks. However, long lines could form here, causing some stress or delay before they received the information they needed. Plus, these physical information desks were costly to maintain. Yet personal contact remains important at the airport, especially in departure and arrival terminals, where passengers might be in a rush. In such more emotional situations, people prefer to talk to a human-being. That’s why Schiphol decided to install self-service information point

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