Innovations in Billund Materna conference, Berlin, november 2016 Lone Teist & Anders Nielsen

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1 Innovations in Billund Materna conference, Berlin, november 2016 Lone Teist & Anders Nielsen

2 Presentation About Billund Baggage handling Check-in and lost luggage development Social Media Self Service Bag Drop (SSBD)

3 Billund Airport 2016 ANI

4 Billund Airport 2016 ANI

5 ANI

6 Passenger Development ANI

7 Airlines in Billund Charter Airlines Network and Regional Airlines 29% 46% Low Cost Carriers 25% ANI

8 ANI Destinations Major European hubs Typical charter destinations European cities and holiday destinations

9 We started with SSBD in May 2016 How many bags did the passengers drop self-service in July 2016? departing passengers LTE

10 Presentation About Billund Baggage handling Check-in and lost luggage development Social Media Self Service Bag Drop (SSBD)

11 Automated handling of arriving bags ANI

12 Baggage handling Photo J. Culvenor ANI

14 The value of BBHS Kilos per day per person ANI Manual baggage handling BBHS

15 Presentation About Billund Baggage handling Check-in and lost luggage development Social Media Self Service Bag Drop (SSBD)

16 How to check-in, 2010 Check-in % via Internet, Kiosk, Desk 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 1% 5% 0% 13% 16% 28% 46% 73% 68% 56% 51% 57% 49% 26% 32% 31% 33% 15% LCA QI RC LH BA KLM June 2010 Internet Kiosk Desk LTE 16

17 How to check-in, 2012 Check-in % via Internet, Kiosk, Desk 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 12% 36% 32% 41% 31% 75% 44% 46% 48% 57% 13% 20% 22% 11% 12% LCA LH BA KLM AF May 2012 Internet Kiosk Desk LTE 17

18 How to check-in, 2014 Check-in % via Internet, Kiosk, Desk 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 13% 46% 44% 48% 57% 72% 36% 35% 33% 31% 15% 18% 21% 19% 12% LCA LH BA KLM AF May 2014 Internet Kiosk Pult LTE 18

19 How to check-in, 2016 Check-in % via Internet, Kiosk, Desk 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 12% 53% 60% 69% 67% 30% 21% 22% 21% 17% 19% 9% LCA LH BA KLM AF May 2016 Internet Kiosk Pult LTE 19

20 How to register lost bag, 2013 Bags registered % via Kiosk and Desk 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 21% 27% 26% 24% 24% 28% 28% 30% 35% 34% 22% 31% 79% 73% 74% 76% 76% 72% 72% 70% 65% 66% 78% 69% Januar Februar Marts April Maj Juni Juli August September Oktober November December 2013 Kiosk Pult LTE 20

21 How to register lost bag, 2014 Bags registered % via Kiosk and Desk 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 36% 41% 43% 34% 40% 47% 45% 52% 53% 52% 52% 43% 64% 59% 57% 66% 60% 53% 55% 48% 47% 48% 48% 57% Januar Februar Marts April Maj Juni Juli August September Oktober November December 2014 Kiosk Pult LTE 21

22 How to register lost bag, % 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Bags registered % via Kiosk and Desk 47% 42% 49% 44% 48% 51% 52% 55% 60% 67% 69% 53% 58% 51% 56% 52% 49% 48% 45% 40% 33% 31% 0% Januar Februar Marts April Maj Juni Juli August September Oktober November December 2015 Kiosk Pult LTE 22

23 How to register lost bag, 2016 Bags registered % via Kiosk and Desk 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 67% 66% 63% 58% 61% 64% 71% 80% 80% 33% 34% 37% 42% 39% 36% 29% 20% 20% Januar Februar Marts April Maj Juni Juli August September Oktober November December 2016 Kiosk Pult 23

24 Presentation About Billund Baggage handling Check-in and lost luggage development Social Media Self Service Bag Drop (SSBD)

25 Passenger Experience Facebook Likes Instagram Followers LinkedIn Followers Twitter 500 Followers BLL introduced Facebook on January 29, 2015 LTE

26 Check-in & ratings Facebook check-in at BLL Push notification will be activated Immediate evaluation of passenger experience More transparancy in relation to passenger experience and marketing to consumers Billund Airport is assessed based on specific situations rather than whole general experience Evaluation is timely and accurate Since January 29, 2015 we have had Facebook check-in s Rating score is 4.2 out of 427 reviews LTE

27 LTE

28 These bulletins supports the good passenger experience at Billund Airport LTE, ANI

29 Customer Service We monitor hashtag-feeds on Instagram and on Twitter We monitor all postings and comments on Facebook where Billund Airport is mentioned LTE

30 Presentation About Billund Baggage handling Check-in and lost luggage development Social Media Self Service Bag Drop (SSBD)

31 Why Self bag drop What s in it for the passenger? Control with own process Reduce perceived waiting time Natural flow through the terminal..all leading to a higher Customer satisfaction ANI 32

32 Self Service Bag Drop - Check-in 1-step or 2-step. ANI 33

33 1-Step 1. The passenger print the bag tag at the SSBD Process time seconds. ANI 34

34 2-Step 1. The passenger print the bag tag at the kiosk (or at home, once approved) 2. Then the bag is dropped at the bag drop Process time 7-15 seconds. ANI 35

35 The installation at Billund Airport ANI 36

36 ANI

38 SSBD charter and scheduled flights July 2016 In July a total of bags were handled via SSBD Charter bags Scheduled bags LTE Top 3 reasons for cancelled SSBD operations: Excess baggage weight Timeout (Timeout adjusted to 90 sec) Dimension issues (length, height, too light)

39 Airlines on SSBD at Billund Airport Current KLM Norwegian SAS Icelandair Lufthansa Danish Airtransport Charter Expected 2017 Brussels Airlines Atlantic Airways Ryanair LTE

40 Thank you for listening Lone Teist Service and Quality Manager, Billund Airport Anders Nielsen CIO, Project & Development, Billund Airport Facebook: Twitter: Instagram: LinkedIn: LTE, ANI 41

Home Printed Bag Tags Changing the Customer s Journey

Home Printed Bag Tags Changing the Customer s Journey IATA, North America Passenger Experience Workshop, Montreal, 21 May 2014 Haakan Andersson Director Airports Unisys Global Transportation haakan.andersson@unisys.com