The benefits of digitalizing the contact with the passenger. Michael Zaddach, Senior Vice President IT, Munich Airport SITA IT Summit Brussels

Transcription

1 The benefits of digitalizing the contact with the passenger Michael Zaddach, Senior Vice President IT, Munich Airport SITA IT Summit Brussels

2 Our understanding of Seamless Travel Make travel easier and more comfortable Provide the necessary information to the pax Make the travel process smoother and more transparent Enhance the quality for the pax Increase non-aviation revenues Collect more information about the passenger and the behavior and preferences of the passenger Setup new communication channels to the passenger Make the right offers to the passenger at the right moment Seamless Travel needs both components and a balance of both components.

3 Drive Non-Aviation Business The non-aviation business is the segment with the highest potential for growth in the next few years. Primary areas for growth are retail, F&B, parking and real estate. Primary revenue source is the passenger Retail Food & Beverage Parking Real Estate Other Services Non-Aviation 49% Aviation 51%

4 What we want to achieve through digital channels Personalized, relevant information Efficient processes Relaxing experience at the airport Great experience More revenues

5 Enhanced customer contact with the InfoGate platform InfoGate was developed to enhance the service quality at Munich Airport. InfoGate provides multi-language, video-based personal customer communication and extensive functionality for information and navigation services on different devices. Center Counter Mobile Interactive Digital Signage

6 Any Service available everywhere Infrastructure operator Service provider Airports Hotels Airline A Railway Carrier I Railway Carrier X Airline Z InfoGate Hotels Train stations Tourism Airports Car- Rental...

7 Increase service efficiency Four InfoGate Counter managed by only one agent on average

8 InfoGate Counter as skill multiplier for easy staff allocation Agent 1 Agent 2 All available languages/skills are present at all InfoGate Counter Agent 3

9 Dynamic wayguiding 3D-Indoor Navigation 2D-Indoor-Navigation

10 Dynamic Digital Signage Trigger-/event and location-based information Time-schedule and location-based information Individual customized advertising/information based on boarding pass gender/age based on measurement Passenger counting and categorizing based on measurement Storing of all customer-related data in a central customer database for further processing

11 Facts and Utilization 13 InfoGate Counter installed in T1 and T2 at Munich Airport calls per month on average for personal service by just pressing a button 3 service-agents per shift 40 locations equipped with InfoGate Interactive usages per month on average

12 Free WiFi is key to get in contact with the mobile user Free WiFi (24h for free) was introduced in July 2014 with partner Deutsche Telekom WiFi-Infrastructure is provided by Munich Airport Registration is mandatory (name, ) Terms & conditions must be accepted

13 WiFi sessions and customer contacts 12,000 10,000 # of WiFi sessions per day 8,000 6,000 4,000 2, , , ,000 80,000 60,000 40,000 20,000 0 # of validated customer contacts # of validated customer contacts (push)

14 New Airport App - get in dialogue with the mobile user Friendly user test GoLive for ios, Android and WindowsPhone planned for Q3/2015

15 New Airport App - get in dialogue with the mobile user Manage Account (address, car registration, etc.) and stepwise sign up Wi-Fi access on Airport Campus Flight search, view and show flight information, add flight to private calendar My Travel (MyTickets, MyServices, etc.) Service catalogue, search and buy services, integration of payment provider Context based, dynamic Push Services Information, deals, coupons and services based on expected user location, memorized flight and other contextual information Maps and Virtual Tour Multi Airport Capabilities

16 Terminal Map and Virtual Tour 2D Map manual localization (user selection) automated localization (WiFi, ibeacon, if available) dynamic guiding Virtual Terminal Tour (like Google Street View) Image data is regularly updated by airport staff Virtual Terminal Tour

17 InfoGate Webservice connects Tablets InfoGate Application Server InfoGate Webservice Secure Gateway External service partners Apps AODB CRM ERP POS B I

18 Next Steps / Parallel Steps 1. Make travel easier and more comfortable 2. Increase non-aviation revenues Digital Services Partners Data & IT Infrastructure Organization

19 Vielen Dank Thank You Michael Zaddach Senior Vice President IT

20 DISCLAIMER Any use, republication or redistribution of this content is expressly prohibited without the prior written consent of the Author. Permission to copy and reproduce content may be granted by the author, at their discretion, and by request only. Source: presentation of Michael Zaddach, Munich Airport at the 2015 SITA Air Transport IT Summit, Brussels Air Transport IT Summit