Re-imagining flying experience in India Ministry of Civil Aviation, India

Transcription

1 Re-imagining flying experience in India Ministry of Civil Aviation, India Approach Note June 2017

2 Our objective Create a digital framework that enhances passenger experience and strengthens security at airports. 01

3 The process Secondary Stakeholder Insights & analysis Concept note research Aviation in India Passenger trends Emerging technologies interviews Airport managers Security officers Airlines Ecosystem players Passengers Information gaps Need gaps Pain points Challenges Ideation Future direction 02

4 Insights into passenger journey Challenges & pain points 03

5 Aviation in India: A snapshot 3rd largest civil aviation market 50 crore domestic tickets National Civil Aviation Policy 2016 Harmonised growth of aviation subsectors Simplification of processes via technology De-regulation & e-governance 7 crore domestic tickets

6 Evolution of the Indian flyer Economic Low cost Low brand Ever evolving development airlines loyalty ecosystem Flying is becoming affordable to the masses. More & more people from the middle income groups are now flying. Thanks to low cost airlines, there is a surge in middle income group flyers who are increasingly flying with families, as against only for business during earlier times. The competition amongst various players in the market provides consumers with multiple choices. Within this pool of varied options, brand loyalty is fading. Major ecosystem players have identified flying as a revenue source and are using technology interventions to provide flyers with more meaningful services. 05

7 Insights into passenger journey Very poor Quality of experience Exploring flight options and planning for holidays, vacations etc. is a chore. Booking is a fragmented process. Booking changes & cancellations are hard to do and timeconsuming. Transit to the airport is a challenge & unrewarding. Carrying ID proofs at various checkpoints is a hassle. Airports are boring. Airports mean queues & longer queues. Different airports, different experiences. Baggage is a burden and its security is a concern. Security checks are very inconvenient. Baggage tags & their stamping creates unnecessary hassles. Transit to boarding gates needs better guidance systems. Services at airports do not support passenger requirements like electrical points, hot water installations etc. Connecting flights are poorly coordinated. Insufficient seating at boarding gates creates a fishmarket feel. Airports are not hospitable spaces in case of delayed flights. Baggage claim information, particularly missing baggage is not communicated effectively. Locating cabs/ transit modes post exit is a challenging task. Adequate Pre-airport Airport Post landing Booking Transit to airport Entering airport Baggage drop Security check Boarding Baggage claim Exit airport 06

8 Mapping stakeholders to the journey Airlines Booking is standalone & un-integrated. Baggage is a burden, but its security is a concern. Baggage tags & its stamping creates unnecessary hassles. Baggage claim information is a necessity. Ecosystem players Booking is standalone & unintegrated. Transit to the airport is a challenge & unrewarding. Airports are boring. Locating cabs/ transit modes post exit is a challenging task. Passenger Booking is standalone & unintegrated. Transit to the airport is a challenge & unrewarding. Carrying ID proofs at various checkpoints is a hassle Airports means Queues & longer queues. Different airports, different experiences. Baggage is a burden, but its security is a concern. Security checks are painful Baggage tags & its stamping creates unnecessary hassles. Airports are boring. Transit to boarding gates needs better guidance systems. Baggage claim information is a necessity. Locating cabs/ transit modes post exit is a challenging task. Airport management Carrying ID proofs at various checkpoints is a hassle Airports means Queues & longer queues. Different airports, different experiences. Security checks are painful Airports are boring. Transit to boarding gates needs better guidance systems. Baggage claim information is a necessity. Locating cabs/ transit modes post exit is a challenging task. Airport security Carrying ID proofs at various checkpoints is a hassle Different airports, different experiences. Security checks are painful 07

9 Global innovations in aviation 08

10 Food & passenger experience Lufthansa partners with Nespresso at Frankfurt & Munich airports to provide flyers with a cup of coffee at the gates for a fee. Air France partners with Micheline star restaurants & invites chefs onboard. Qantas lets lounge visitors order their coffee via their smartphones. JetBlue New Boston - New York shuttle service offers free bagels & coffee as carry-ons Ministry of Civil Aviation - India 09

11 Engaging terminal environment Changi Airport, Singapore engages its passengers via: Motion silhouette wall Dots portrait wall The social tree Lufthansa uses VR technologies at the gates to encourage flyers for premium economy upgrades Ministry of Civil Aviation - India 11

12 Recreation at the airport Munich airport has one of the world s largest standing wave pools for surfing. It is considered the best airport for spending time while there are long delays in flights Ministry of Civil Aviation - India 12

13 Restful airport experiences Helsinki airport has installed 19 GoSleep pods ergonomic seats that can be turned into a bed, each with a cover that can be pulled over the pod to isolate the user from the surrounding environment Ministry of Civil Aviation - India 13

14 Connected lounge experiences Brussels Airlines merges the best of physical and digital experiences into one connected space. Their lounge provides a comprehensive app that allows passengers to fully customise and interact with their stay. Passengers can continue to watch movies they may have started on a previous flight, book a shower, reserve a Nap Box, see what s on offer both in-flight and in the lounge, and maintain a live connection to all relevant personal flight information Ministry of Civil Aviation - India 10

15 Evolving spatial configurations Aeromexico s new B787 business seating allows aisle access to every passenger with 1x2x1 seating configuration. A self serving galley allows a bar/lounge experience in the aircraft. SWISS s new CS100 bombardier aircraft enhances the in-flight experience with increased window area, wider middle seat & overhead screens for every row Ministry of Civil Aviation - India 14

16 From aircraft to doorstep Flightpath 3D geotainment system onboard Air France, SWISS, KLM, Finnair allows a passenger to book airport transfers from the aircraft itself. It also allows users to browse various destination based offerings. 15

17 Rise of social class KLM allows its passengers to rate their flight, & puts the rating on the website. Routehappy, & TripAdvisor lets their users rate their flight experience. United Airlines stocks dropped by 3% after the social media backlash for misbehaving with an onboard passenger Ministry of Civil Aviation - India 16

18 Australian arrival smartgates It provides a secure and efficient way to clear through passport control. Arrivals SmartGate uses the information in epassports and facial recognition technology to perform checks usually conducted by an Australian Border Force officer Ministry of Civil Aviation - India 17

19 Connected airports Future journey for Indian passengers Connected passenger A vision Connected flying Connected systems 18

20 Getting ready to travel Aadhaar Airfare trends Multitasking en Information powered booking analytics for public route to airport channels Pre-Airport One time Aadhaar linking to airlines & ecosystem players using Blockchain technology. Ecosystem players will authenticate a transaction via Aadhaar based biometric validation. Cab services/airport transit can be booked while booking the flight & linked to Aadhaar for information dissemination & validation purposes. Price curves with predictive data analytics to help passengers project future airfares and efficient price discovery. Historical data analysis & trends for airfares help passengers plan their trip efficiently. Creation of civil aviation data repository for public to help with the above. Passengers can check-in for their respective flights en route to the airport via Aadhaar enabled biometric authentication system. Longer duration-free Wifi to be made available on the airport transit modes for all the passengers. Passengers can book various services at airport like spa, play zone for kids, meeting rooms etc. Structured information sent out to passengers with respect to various facilities & protocols at the airport. Aadhaar linked ecosystem players to reach out to passengers with specific promotional offers/schemes via app prompts. Enable passengers to optout of services they do not wish to use. 19

21 At the airport Documentation- Digital security Passenger Digital guidance free travel engagement systems Airport Aadhaar linked with airlines at the time of booking validates passenger identity, along with the flight information via biometrics. Airport entry via Aadhaar informs the airlines and checks-in the passenger automatically. No check-in counters for Aadhaar powered passengers, only dedicated baggage drop zones. RFID/NFC tags for baggages. Push-wifi to every smartphone at the airport ensures digital tagging of all the passengers. Digital security solutions like beacons help secure airport with minimal manual security intervention. Walk through scanners ensure faster security check processing, & reduced amount of patdown security measures. Risk based screening, & no-fly list ensure higher security. Digital engagement zones allow passengers to indulge in experiences other than standing in queues for check-in, baggage drop, security check etc. Digital technology to empower better queue management solutions & allow passengers to engage in more meaningful experiences (shopping, kids zones, netflix, meeting rooms etc.). Digital signages at strategic points at the airport ensure better navigation for passengers within the airport. Smartphone AR apps direct passengers to respective gates and other services. 20

22 When you travel Digital experience The flying office In-flight Destination continuum information based offerings In-Flight Digital tools to enable passengers to continue their pre-boarding experience. While business travelers can continue their business meetings, others can connect to entertainment modes they were connected to earlier. Passengers can order food from airport food counters, & get it delivered while they are flying. Wifi within the flight allows passengers to perform their work related tasks seamlessly. Connectivity solutions to enable passengers to connect to their respective social channels. Smartphones connected to flight wifi will have access to in-flight services & offerings. Passengers can order food, shop, check out flight information. Special engagement can be provided by using multiuser games that all passengers can play together, on their phones/ tablets etc. Passengers can get information about their respective destinations, places to visit, & various offerings. Passengers can book their respective destination based offerings from within the flight using digital tools. 21

23 After you arrive Aadhaar powered Real time Informed exit Feedback Immigration baggage location channels Single point Aadhaar based immigration check points for Indian residents. Biometric enabled updates to immigration records. Digitally tagged baggages communicate directly to passenger with respect to their location information. Passenger gets a prompt when their luggage reaches the baggage claim belt. Dedicated kiosks to book airport transit for passengers who do not have enough power in their smartphone, or do not have connectivity. Digital augmented reality based guidance systems for passengers guiding them to their respective airport transit location. Dedicated feedback channels for passengers in various formats like kiosks, smartphone apps, web portals etc. Proactive followup from the airport with questionnaire relevant to the passenger s journey. Easy vendor/ecosystem connect for grievance redressal. Post Landing 22

24 For passengers, it s a unified flying experience Getting ready for travel At the airport When you fly After you arrive Smartphone app containing entire trip information of passenger. Digital guidance systems. Interactive kiosks. AR apps. Digital tools to enable efficient work related tasks in flight. Interactive biometric kiosks. Single click cab booking. Destination based offers. ETA of cabs, & transparency of costs. Multi-tasking options for passengers while travelling to airport. No check-in counters. Only baggage drop zones. Connect with fellow passengers in delightful experiences. Real time info for luggage. One time Aadhaar linking to vendors using Blockchain technology. Biometric enabled entry at airport powered by Aadhaar. Order food via smartphone app. Digital guidance systems, Interactive maps, AR apps. Single point Check in via biometrics on web/phone/ airport transit. Dedicated information channel. Push wifi to ensures passenger connectivity & digital security. Walk through scanners at security check. Destination based services/ offers. Digital channels for passengers to share experience, & provide feedback. Historical data & trends analysis for passengers to plan their travel. Passenger engagement solutions. Physical & digital queue management solutions. 23

25 For people without Aadhaar International passengers Entering India In-flight entertainment system can be used to enable International passengers to enter their information and begin their immigration check formalities even before they arrive! On successful completion of this activity, a QR code is generated & pushed to their smartphone when they arrive at airport. This QR code validates immigration formalities, & passenger can get passport stamped. via automated stamping installations using the QR code. Entering airports Using blockchain technology, the passenger data is shared across Indian airports. Every time an international passenger enters an Indian airport, pushwifi at airport identifies the smartphone & send a QR code instantaneously that establishes identity of the passenger, and he/she is authenticated to enter the airport via QR code scanners that display the linked passport details of the passenger. Domestic passengers Entering airports While booking the flight, passenger uploads scan of his/her photo identity proof & a QR code gets generated that is sent to passenger s smartphone. This code contains the itinerary & photo id scan so that passenger doesn't have to carry one while entering the airport. Airport security authenticates a passenger by scanning the QR code & validating the photo identity proof on digital panels. 24

26 Experience principles 1. Empower 2. Create 3. Instill a 4. Enable 5. Go the passenger immersive sense of freedom to paperless engagements familiarity explore Empower the passenger with data analytics so as to enable them to draw useful insights for planning their travel more efficiently. Airports will be crowded, but passenger traffic can be managed via immersive engagement solutions. Engage flyers in experiences other than security & check-in. Digital interventions that allow one to know about the space around will instill a feeling of familiarity & comfort with the airport. Information disseminated should be localised with respect to the airport & destination. Digital security solutions allows reduced interfacing with security personnel, hence enabling passengers to feel free to explore the facility. Enable a framework that requires minimal/ no requirement for physical documentation. No need to take out documents at every checkpoint. 25

27 Appendix 26

28 Stakeholders connect Airport manager Airport Security Ecosystem players Airlines Technology experts Passengers Connected Chennai Nagpur Mumbai Bengaluru Chennai Nagpur Paytm Uber ispirt Spicejet Aadhaar team at Wipro Product engineering services at Wipro Frequent flyers: 10 Non-frequent flyers: 4 Not Yet Delhi Cochin Hyderabad Delhi Bengaluru Cochin Hyderabad Makemytrip Yatra Goibibo Indigo Goair 27

29 References 1. Final_NCAP_2016_ _1.pdf; Ministry of civil aviation, India. 2. Impact of ICT on Indian Aviation; December 2016; SITA & KPMG 3. Airport in India ; March 2017; Indian brand equity foundation 4. Enhancing passenger processing: Technological advancements in aviation sector; The Elenium group 5. Digi Yatra: reimagining air travel; ispirt & Thoughtworks Airsewa application by Ministry of civil aviation, India