OAG have published results of a survey in The Airport Delight Report: Humans vs. Machines 2019; 2,000+ travellers were surveyed to discover what 'delighted' them in order to identify the biggest opportunities for airports, airlines and technology.
The findings highlight that while high-tech investments and automation improved their experience at the airport, it didn't tick all the boxes for passengers. For example, aside from ticketing and check-in, customers preferred human customer service over automation for almost every other travel function.
