Nigel Pickford argues that while passengers will increasingly use self-service options throughout their journey, not everything will be done via mobile. He predicts rapid growth in baggage self-service like bag drop and printing tags, but that assisted services will still be popular depending on the travel step and customer preference. Disruption management will become a key focus for self-service after baggage. Effective business intelligence will be essential to support a highly self-service model in the future.