Lufthansa Innovation Hub, the Berlin-based innovation centre of Lufthansa Group, and Munich Airport Terminal 2 have signed a Memorandum of Understanding (MoU). Together, they recognise that, as the aviation industry continues to evolve, several challenges must be tackled on both the customer and business sides. Innovation plays a key role in addressing these challenges, offering opportunities to digitalise, automate, optimise, and re-invent. By signing the MoU, both parties are exploring the mutual benefits of collaboration and have expressed their intention to develop joint initiatives to drive innovation in the aviation sector.
“Innovation in travel is an ecosystem-driven endeavour,” said Dr Stefan Nothelfer, Senior Director and Head of Corporate Venturing & Strategic Growth, Lufthansa Innovation Hub. “We are excited to partner with Munich Airport Terminal 2 to collectively enhance the customer experience and optimise operations across the entire travel journey.”
The partnership focuses on:
- Identifying pain points in the aviation industry related, but not limited to efficiency, operational stability, passenger experience, and sustainability.
- Ideating and developing pilots with innovative startups, including LIH ventures, and conducting them at Munich Airport Terminal 2.
- Facilitating knowledge exchange and other collaborative opportunities such as sharing of best practices, methods and tools.
“At Terminal 2, Europe’s first five-star terminal, we have always focused on delivering best-in-class service to our passengers,” said Matthias Langbehn, Managing Director of Terminal 2 Company. “In a world that is changing ever faster, we need to rely on competent partners who help us broaden our views on innovation and find solutions to further enthral our guests. Lufthansa Innovation Hub is the ideal partner to continue our success story.”
A concrete example for jointly driving innovation in airport operations by conducting pilot projects is the collaboration with the robotics startup Ottonomy. Two autonomous robots developed by Ottonomy are being deployed at the gates and baggage claim area of Munich Airport Terminal 2. The robots are designed to perform various tasks to facilitate seamless customer interactions, ranging from assisting passengers with information to promoting the services of Lufthansa Airlines.
By scanning a QR code on the robot with their phone, passengers are directed to Lufthansa’s chat assistant for self-service options. They can access flight information and manage processes such as rebooking or requesting refunds. The robots also provide essential information on airport-related topics such as tax refunds and lost & found services, further enhancing the passenger experience. Thanks to integrated containers, Ottonomy’s robots can also be used for transporting goods – for example, in the future, to distribute bottled water to passengers.
“Our mission is to offer our guests the best travel experience in Europe,” said Marcus Schnabel, Vice President Ground Operations Hub Munich. “Embracing digital solutions is crucial to this endeavour, and we are delighted to be a testing ground for pioneering innovations.”
The pilot project with Ottonomy is one of the initiatives resulting from Startup Gate, Lufthansa Group’s venture clienting arm. Startup Gate connects Lufthansa Group teams with cutting-edge startups, enabling the teams to adopt their technologies swiftly, facilitating lean and cost-effective collaborations.
“Our robots, powered by Contextual AI, are enabling enterprise customers to drive innovation, delivering better customer experiences and operational efficiencies in the aviation industry,” said Ritukar Vijay, CEO of Ottonomy. “A partnership with forward-thinking industry leaders like Lufthansa brings this vision even closer to reality.”
Hear more from Munich Airport at the FTE World Innovation Summit, hosted by Pittsburgh International Airport on 13-15 May 2025. Martin Kamlah, VP Corporate Development & Operations, Munich Airport International, is participating in a session focused on outstanding innovation approaches.
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