How Technology Revolutionizes the Passenger Journey Presentation at the 24th ACI Africa Region Annual Conference 22nd October 2015, Hammamet

Transcription

1 How Technology Revolutionizes the Passenger Presention the 24th ACI Africa Region Annual Conference 22nd October 2015, Hammamet Torsten Hentschel, TH Airport Consulting

2 The Passenger How Technology revolutionizes the Passenger Airports? How can Passengers be in control of their? How to choose suitable Technologies for your Airport? Plan, Book, Shopping & 22/10/2015 2

3 Home Most passengers check-in off- or will be checked in automically! Many passengers use mobile devices to checkin and customize their trip on their own. Passenger can choose their preferred ses and add services original booking Swiss.com 22/10/2015 3

4 Passenger on the move Informed Passenger receives on time informion about the upcoming flight Personalized real time informion is available on traffic conditions, waiting times, baggage drop, services, commercial offerings, 10 min extra due to traffic Please drop your bag in section C Belgian chocole 20% off Flight Stus Details 22/10/2015 4

5 Passengers print their baggage tags home or Self-Service kiosks. Permanent or integred bag tags Common-use Self-Service Bag for easy and efficient process 22/10/2015 5

6 Personal Informion on waiting time Queue management systems for optimized staff allocion and shorter waiting time Outlook: Ambient screening for better passenger experience and efficiency You are approaching security. You can use the Fast-Lane. Current waiting time: 3 min 22/10/2015 6

7 Automed boarder control (ABC) for reduces queuing time. Usage of e-passports and multiple biometric identificion feures (iris, face, fingerprint, vein) 22/10/2015 7

8 Airside Personalized informion on time to ge, last call, delays, shopping opportunities, etc. on mobile phone Indoor-navigion with App Instant feedback systems Touchscreens, holograms for passenger informion 22/10/2015 8

9 will be more reliable and faster compared traditional boarding process. E-Ges with boarding pass readers for various technologies (NFC, QR-Code, RFID) 22/10/2015 9

10 Personalized informion (SMS, App) in nive language on mobile device e.g. on transfer, lane and waiting time immigrion. Mobile informion staff equipped with handhelds. Wearable technologies for better services 22/10/

11 Reclaim Personalized message on mobile device on belt number and waiting time Or he receives informion to proceed directly to Lost & Found (kiosks are available) Your bag arrives belt no. 6 time 15 min Please go to lost & found 22/10/

12 How to find most suitable Technologies Passenger Identificion & Segmention Analysis of Needs and Expections Enhancing the Passenger Experience - 3P Approach VALUED Wow-Faktor Processes EXPECTED by your passengers REQUIRED Bare minimums, Meeting regulions Premises People Finding most suitable technologies for your Airport: Methodology ACI EUROPE Guidelines for Passenger Services European Airports Chosen technology needs to be easy to maintain Remember: The presence of staff is key for a good Passenger Experience and do not annoy your passengers 22/10/

13 Thank you very much for your tention. Torsten Hentschel Mobile: