An Integrated Passenger Self- Services Program for Airports ACI-NA Annual Conference BIT Presentation, Long Beach, CA October 3, 2013

Transcription

1 An Integrated Passenger Self- Services Program for Airports 2015 ACI-NA Annual Conference BIT Presentation, Long Beach, CA October 3,

2 Drivers of the Trends Connected Traveler Seamless Journey Shared Network Infrastructure Tenant Engagement Integrated AMS Data Rich / BI Geo - location Passenger Token Cloud Solutions 2

3 The Connected (and Ready) Traveler Drivers Booking (air, hotels, cars) on the Fly Mixing Business with Pleasure (Bliesure) Domestic and International Travel Research, Plan, Book, Map, Share and Review Trips Pay On-Line Conduct Business, Surf, Stream Doing Travel via 3 rd Parties ( AirBnB, Google, Zipcar, Uber, Sidecar, ) Websites Apps Social Media Geo Media Alerts Wi-Fi Date Usage Web Services Smart Phones Tablets 3

4 Seamless Journey Airport Drivers IT Trends Passenger Processing Drivers Airport Departure Airport Transfer Airport Arrival Retail Opportunity Convenient & Predictable Personalize Journey Off Airport Airport Experience Aware & Communicate Quality Experience Self Service 4

5 Seamless Journey Airline Drivers IT Trends Passenger Processing Drivers Airport C Glide through Airport Airport A Airport B One ID Fast Reduce Manual Checks * Star Alliance Paperless and offairport Consistent Experience Self Service 5

6 AMS - Operational Excellence Drivers Increased IT agility and swift delivery of IT projects 2 nd generation 3 rd generation 4 th generation Reduced operating expenses and improved reliability Empowered passenger with realtime updates, proactive communications, and effective choices 1 st generation * Montreal Airport 6

7 AMS - Manage Disruptions Drivers Improved forecasting of events (weather, delays, etc.) Improved monitoring / alerts Information to the passengers and community Awareness of airport assets 7

8 AMS - Collaboration Drivers Facilitate information sharing Bring specific expertise awareness (CDM)* Mitigate flight disruptions Improve relationships *CDM = Collaborative Decision Making 8

9 The Trends Connected Traveler Seamless Journey Shared Network Infrastructure Tenant Engagement Integrated AMS Data Rich / BI Geo - location Passenger Token Cloud Solutions 9

10 IATA Fast Travel Push for Airlines Trends *IATA 10

11 PSS Push into Airports by Airlines Trends Airline driven: check-in to Bag processing Airport driven: parking to boarding Airlines and other Tenants moving to integration 11

12 PSS & Innovations Trends KLM and Schiphol Group are studying a 100% self service passenger flow system called Happy Flow Facial recognition technology to identify passengers at check-in, bag drop, border control and aircraft boarding Basis of a single passenger token Removes need for passengers to present passport and boarding pass at multiple stages 12

13 Passenger Awareness Trends Many geo-location uses Airlines requesting service Growing retail opportunities Exploring new uses such as disruption alerts 13

14 Passenger Contact Trends IATA 2020 Vision Airlines should be able to obtain the passenger contact details in 80% of PNRs Orlando vision Delivery of messages to the passengers should extend beyond the mobile Standards in how messages are provided 14

15 Mobile Technology Trends CBP Mobile Passport Control Agent preferential and common use check-in Near Field Communications replacing bar coded boarding passes Geo based maps Virtual Concierge 15

16 Passenger Flow Information Integration Trends What - If scenario planning and move to operations Ability to plan centrally located area for similar passenger demographics Managing daily operational flows, including swing gates and dynamic signage Focused messaging based on disruption activities Managing diverse baggage and flight information 16

17 Baggage Trends Self Bag Drop still issues Multi-merchant payment Bag Exception Consistent quality of bag tag printing Baggage Handling Airline push for RFID Bag Tracking Mobile Tracking 17

18 Common Use Trends *IATA CUWG 18

19 Managing the Common Environment Trends * Munich Airport 19

20 Managing Across Common Environments Trends * ACI ACRIS 20

21 Integration Between Core Systems Trends Incident Management Flight Information Performance Metrics Irregular Operations Logging / Alerts Asset Impacts Monitoring Passenger Information Surface Management Flight Information Alerts Passenger Information Performance Metrics Asset Impacts Passenger Processing Flight Information Baggage Information Asset Impacts Landside Operations Passenger Information Performance Metrics 21

22 Integration Between Core Systems Trends Business Intelligence Performance Data Passenger Data Airline Data Facility Data 22

23 Planning Plan Connected Traveler Seamless Journey Shared Network Infrastructure Tenant Engagement Integrated AMS Data Rich / BI Geo - location Passenger Token Cloud Solutions 23

24 Planning Principles & Practices Plan Understand the passenger Seamless Travel Every passenger has a virtual self and Have we mapped the every passenger passenger s journey should have a token through the facility how many floor changes, improved dwell times, etc. Innovations Every emerging technology has a future innovation we need to plan for each 24

25 Understanding the Passenger Plan The Virtual Record: PNR Regulatory Agency - TSA, Customs, etc Much inserted without the knowledge of the passenger The Virtual Self Preferences *ACRP Rep

26 Providing a Seamless Journey Plan Passenger comes prepared to journey through your airport It is not the process steps that need to be defined It is what happens in the areas where the passenger may pass through *ACRP Rep

27 Passenger Environment: As-Is Plan Focused on primary function not entire airport Typically reaches small percentage of overall passenger 27

28 Passenger Environment: To-Be Plan Focus on Common Environment Apply Innovation where needed Provide benefit across the entire process or journey Understand passenger demographic and % breakdown Establish multiple points of passenger enrollment 28

29 Setting the Governance 1. Understand Airport Perspective 2. Obtain Management Support 3. Develop IPSSP Delivery Organization / Steering Committee 4. Define Performance Measurement 5. Evaluate Factors for Consideration 6. Address Fundamental Impacts 7. Implement Initiatives 8. Monitor & Report 9. Assess Next Steps Airport Best Practices Develops a new synergy between Operations IT Innovations Plan Promotes success, even through learning from failure 29

30 Success Measures Plan Managing the airport as a common environment Facility and Infrastructure IT systems Policies and procedures Stakeholders and processes The Battle of who owns the passenger slowly fades away Integration begins with an understanding of the information (data) sharing requirements Performance Indicators are measurable and profitable 30

31 Thank You For Further Reference: 31