Although digital sales are on the increase, especially in Germany, personal service still plays an important role. TUI recently invested several millions of euros in upgrading its stationary travel agencies and introducing a store concept offering the customer an inspiring experience. Pepper the robot, who celebrated his world premiere at the beginning of March, is now communicating with travel agency customers. He recognises facial expressions and language and, after talking to the customer, he can recommend destinations. Yet despite his advanced artificial intelligence, Pepper will never be able to beat a personal consultation with a real live travel agent.