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

Focus Of The Presentation Further Streamlining and Improving the Passenger Experience Home Printed Bag Tags (HPBT) Moving one more process off airport Billund Airport case study Experience from the world s first live implementation of HPBT Considerations for implementation 2014 Unisys Corporation. All rights reserved. 3

Process 1. During the web check-in, the passenger is asked if he has any bags to check-in and if he wishes to print the bagtags 2. The passenger can choose to print bagtags for 1-9 bags 3. The bagtag numbers are added to the pdf boarding card so that the bag can be tracked if lost 4. The bagtag(s) are automatically printed with the boarding pass 5. The passenger then folds the A4/letter size bagtags as per the instructions in the lower right hand corner 6. The passenger inserts the bagtag into the plastic holder (e.g.) provided by the Airport 7. The passenger proceed to a bagdrop counter where the bag is accepted and, after that, processed as any other bag 8. Upon return, the passenger has the options of keeping or depositing the used tag for later reuse by other passengers 2014 Unisys Corporation. All rights reserved. 5

Billund Airport Billund Airport 2,7 M passengers (2011) Carriers Full service (e.g. LH, KL SK, TK) Low cost (e.g. FR, DY) 40 direct routes in Europe 50 charter destinations Some domestic (5%) Very little transfer traffic 63,3 K metrics tons of cargo 53.000 movements

Billund Airport Metrics: Seven months from project start to implementation of the Passenger Facilitation Solution Streamlining the check-in process. From 20% to more than 80% passenger self service Reduced operating costs and increased control by use of an airport owned DCS Larger capacity of travellers through better passenger flow, including Common Bagdrop Home Printed Bagtags live since September 1 Self Service Bagdrop and Common Use Self Boarding (IATA RP1701k) in the pipeline Unisys has an excellent track record in airport project management and is able to bring various parties together to meet our business needs. We are confident this will result in a more efficient airport for our employees and travellers. Anders Nielsen Vice President, Project and Development Billund Airport

Home Printed Bagtags - Emphasis On Clarity If you have printed your bagtags at home Please Insert the tag into the plastic holder, available at the information counter, then attach the holder to your bag Proceed directly to the Express Drop Off and present your bags Express Drop Is today at desk D41 2014 Unisys Corporation. All rights reserved. 14

Experience Full production September 2012 August 2013 5-20 departures per day All charter carriers hosted in Unisys local DCS included (around 15) Percentage of bagtags printed at home Initially 15% Peaked at ~25% Passenger reactions were very positive 3 minutes average queueing time 2014 Unisys Corporation. All rights reserved. 18

Home Printed Bagtags Current Regulatory Status European Union Under review (customs perspective) Domestic and non-eu destinations allowed Pilots allowed on a case-by-case basis May require two tags (also the traditional) Transportation Security Administration (TSA) Asia Under review (security perspective) Pilots are allowed Currently require all home printed tags to be rescanned airside Allowed on a case-by-case basis (e.g. Lufthansa Frankfurt- Narita 2014 Unisys Corporation. All rights reserved. 19

Home Printed Bagtags Considerations Distribution of plastic holder is key Logistics where do the passenger receive it Commercial free or chargeable Recommendation: Provide free at airport Design of tag and plastic holder Readibility in the sortation system Target group low cost or exclusive holders Recommendation: Follow the IATA (emerging) standard for tag layout. Design holder for re-use and mass distribution Must offer distinct benefits to the passenger Less queueing at the airport Recommendation: Provide dedicated express bagdrop 2014 Unisys Corporation. All rights reserved. 21

Home Printed Bagtags Considerations (2) Communication to the passenger important New concept, so many (all) first time users Recommendation: Clear instructions on the website AND at the airport How to encourage the passengers to print their own tags at home Passengers may feel unsecure Recommendation: Make Home Printed Bagtags an integral and intuitive part of the web check-in process flow 2014 Unisys Corporation. All rights reserved. 22

Home Printed Bagtags (SaaS) Part of a complete suite of check-in and passenger self service solutions Also offered as a Software as a Service (SaaS) with any web check-in and host check-in system Integral part of the passenger web check-in process First pilot, with a US carrier, to go live in August 2014 Benefits Passenger with Baggage: Eliminate one more step at the airport Less queue time at check-in/bag drop Airport/airline: Quicker passenger processing at the airport Potentially more pax processed with a set number of bagdrop counters leads staff savings and better infrastructure utilization Bagtag printer and media (paper) savings 2014 Unisys Corporation. All rights reserved. 23

In Summary Efficient baggage handling is essential to successful self service Should be part of a bigger picture Technology can help Moving processes off airport Improving processes at the airport Benefits for all key stakeholders - Passengers / Airlines / Airports 2014 Unisys Corporation. All rights reserved. 25