LONDON, November 9, 2016 /PRNewswire/ --
It's one of the most important, albeit least enjoyable aspects
of the holiday experience, but according to the Future of Travel
survey commissioned by global travel deals publisher Travelzoo
(NASDAQ: TZOO), 51% of UK tourists predict customer-facing security
checks at airports and hotels will soon be in the hands of
technology such as robots, artificial intelligence and
data-processing machines. However, for two thirds (67%), the idea
of technology replacing humans in roles that are related to safety
and security is frightening. These are the most important findings
of the second wave of the Travelzoo® Future of Travel survey, which
will be presented this morning by Travelzoo's President of
Europe, Richard Singer, at the World Travel Market (WTM)
conference in London.
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With recent global events making safety and security the top
priority for travellers, 45% of Britons who participated in the
survey say they are expecting technology to replace humans in many
security roles within a few years, and 35% believe that doing so
would dramatically improve safety and security in travel-versus 26%
who think security would not be improved if technology fully
replaces humans.
The majority of UK tourists (77%) who participated in the survey
believe machines learn processes faster, have better memories than
humans (76%) and are less likely to make mistakes (73%).
For seven out of 12 key skillsets needed for roles in travel and
tourism, technology scores higher than humans. Where humans
fare better is in the 'softer skills' such as higher emotional
intelligence levels (92%), understanding facial expressions (84%)
and expressing feelings (93%). Respondents also feel that
overall humans provide better security against terrorism than
technology such as robots and artificial intelligence.
Richard Singer, Travelzoo's
President of Europe says:
"Although travellers accept robots and technology are going to play
a big role in making travel safer and more secure over the next few
years, the research confirms that consumers are sceptical about
handing total control for their safety over to machines."
When asked who performs better-robots or humans-in
security-related roles at airports, around half believe humans
perform better on security scanners at airports (46%), and when
checking passports at border control (52%). In fact, the only role
where consumers feel technology could perform better, or as well as
humans, is loading checked baggage onto a plane (64%)-but only once
that baggage has been through a 'human' security check.
Singer concludes: "We know robots and artificial intelligence
are becoming common place in the travel industry, and with the
advent of technology allowing us to do things we couldn't have
dreamed just a few years ago, our research shows there's an
expectation of automatons being used to keep us safe too.
Travel providers though need to err on the side of caution when
deploying robotics in the industry, particularly in customer-facing
roles where robots need to work hand-in-hand with humans, if they
are going to be accepted by travellers."
Singer is on stage today at World Travel Market, one of the
industry's largest global travel events, together with Dr
Yeganeh Morakabati, a professor of
tourism at Bournemouth
University.
Other key stats:
- Over half (54%) believe a combination of using a human pilot,
and auto-pilot technology, is the safest option.
- 60% of people say they would choose a plane flown by a human
(with no auto-pilot assistance) over a plane flown by auto pilot
(with no human assistance).
- A third (35%) think drones should be used for aerial
surveillance in busy resorts/popular tourist destinations, as they
would make them feel safer.
- 18% of people would consider riding in a driverless car, while
36% say they would never consider riding in a driverless car.
- 94% believe UK airports are more secure or as secure as non-UK
airports.
About the Research
*The survey was conducted between October
24 and 28, 2016, with an online questionnaire by third-party
research agency Atomik. The questionnaire was completed by 1,008
consumers in the United Kingdom
and 1,008 consumers in the United
States.
About Travelzoo
Travelzoo is a global media commerce company. With more than 29
million members in Asia Pacific,
Europe and North America, and 25 offices worldwide,
Travelzoo® publishes offers from more than 2,000 travel,
entertainment and local companies. Travelzoo's Deal Experts review
offers to find the best deals and confirm their true value.
Certain statements contained in this press release that are not
historical facts may be forward-looking statements within the
meaning of Section 27A of the Securities Act of 1933 and Section
21E of the Securities and Exchange Act of 1934. These
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Media contact:
Laura Higgins
+44(0)207-420-0498
lhiggins@travelzoo.com