Airlines. Focus on the customer. Global Airport and Passenger Symposium October 2 - October 4, 2018 Athens, Greece.

Transcription

1 airlines.iata.org ISSUE 02 Issue 02: Wednesday 3 October 2018 Airlines. Global Airport and Passenger Symposium October 2 - October 4, 2018 Athens, Greece Focus on the customer Air travel in Greece continues to grow strongly despite the economic crisis. Two keynote speeches on the first day of the inaugural Global Airport and Passenger Symposium highlighted the strategies that have made airlines and airports successful. Dimitris Gerogiannis, CEO, Aegean Airlines, stressed that the airline is built on a culture, frontline and back office, focused on the customer. The quality of the airline s employees cannot be imitated and is the true source of new business ideas, Gerogiannis suggested. Technology is not innovation and it is does not create a competitive advantage, he added. But it is an enabler for our people to satisfy customer needs. Aegean has developed a suite of tools delivering real-time information for staff and customers. If we manage a pain point for a customer then we might get that customer forever, said Gerogiannis. The customer is also an area of strategic concern for Athens International Airport. The availability and accuracy of data has shifted personalization from a vision to a tangible goal, noted Dr. Yiannis N. Paraschis, CEO, Athens International Airport. But many actors are fighting for the consumer, he said. Paraschis emphasized the need for greater collaboration to overcome this challenge. Aviation companies are not big enough to compete with the Yiannis N Paraschis Day 01 highlights digital giants, such as Google, but are often too big to mimic the flexibility of start-ups. Athens airport has adopted a mixed approach partnering with big and small companies outside the aviation value chain and also with industry partners on a case-by-case basis. Paraschis also touched on the need to invest to overcome the European capacity crunch as air traffic numbers soar. For Athens International Airport that means having a predictable future. The CEO confirmed that the airport company is looking to extend its concession from 2026 to Dimitris Gerogiannis If we manage a pain point for a customer then we might get that customer forever. Dimitris Gerogiannis, CEO, Aegean Airllines 1

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3 Wednesday 3 October 2018: Issue 02 The GPS tells us that passengers want a seamless and secure travel experience from booking to arrival. Airports and airlines are eager to meet evolving passenger expectations. Nick Careen, IATA Senior Vice President for Airport, Passenger, Cargo and Security Global Passenger Survey 2018 IATA s 2018 Global Passenger Survey (GPS) reveals that travelers continue to embrace technology to give them greater control and improve the efficiency of their journey. Based on more than 10,000 responses from 145 countries, the survey provides insight into what passengers would like from their travel experience. Passengers said that they want: 45% Biometric identification to facilitate travel processes A human touch when things go wrong Automation of more airport processes Check-in (84%) Immigration procedures (74%) (77%) Real-time information delivered to their mobile devices 73% Wait times of less than 10 minutes at security/ immigration 56% Bags tracked during their journey Passengers preferred option for receiving information on their baggage and other travel elements was via their mobile device, with 73% of passengers wanting to be notified via SMS or Smartphone app 3

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6 Issue 02: Wednesday 3 October 2018 GAPS StartUp Innovation Award Finalists 2018 Promoting a secure and efficient passenger experience, the GAPS StartUp Innovation award received many worthy submissions. At 09:30 on Day 3, three finalists will pitch their innovative ideas and show how they can help shape the future. The Jury Daniel Coleman, Founder, Future Travel Experience Nawal Taneja, Airline Business Strategist, Executive-In-Residence, Fisher College of Business Ohio State University Maximillian Kovtun, President, Travelmate Robotics Vicky Scherber, Head of Passenger & Baggage Processes, LH Group Stuart Birrell, CIO, Heathrow 6 INTERNATIONAL BOARDING SOLUTIONS The Spanish company has developed a product to help airlines and airports solve the hand baggage problem, which is often a source of confusion between passenger and airline. For all parties involved, the boarding process can be unnecessarily difficult because of hand baggage. International Boarding Solution s proposition is an electronic sizer that analyzes hand baggage weight and size in relation to the carrier s cabin baggage policies, even if these policies are extremely complicated. The idea brings several benefits. Most importantly, it helps airports and airlines to know the exact moment the cabin space for hand baggage is full, eliminating unnecessary confusion. All passengers are treated equally, and any hand baggage fees can be applied and collected in a transparent manner. VCHAIN VChain is a blockchain-based Identity Management Platform that allows airlines to verify passenger identity prior to airport arrival. The platform is GDPR compliant and acts as an Identity-as-a-Service for the aviation industry, with seamless software implementation meaning no new infrastructure is needed for airport or airline. VChain achieves better data validation and security without sharing passenger personal data to third parties. It also delivers results without copying, seeing or processing either advanced passenger information or biometric data. The software is designed to improve operational efficiency, meaning fewer and shorter queues, happier passengers, less regulatory fines, and better punctuality. In 2018, IAG signed a commercial agreement to roll out VChain capability across the group, starting with British Airways and Iberia. VChain is also a Strategic Partner in IATA s OneID initiative. AIRPORTR AirPortr is proposing to make on-demand off-airport baggage a secure and accessible process for airports, airlines, and their customers. Off-airport Baggage-as-a-Service is a secure process that collects bags from a customer s home/hotel, IATA tags them in a secure off-airport warehouse, then delivers them airside at an optimal time. The timescale to full operation is short at just 8 12 weeks and upfront costs are low. The solution incorporates all processes, best practices, and technology for successful implementation, including a reservation and logistics management system, a customizable passenger experience, integration with airport and airline websites, interfaces with airline and airport systems, performance analytics, and all necessary procedures, agreements, and regulatory approval. All stakeholders can reap rewards from AirPortr s off-airport baggage solution.

7 Wednesday 3 October 2018: Issue 02 Making the NEXTT step The New Experience Travel Technologies (NEXTT) initiative a collaboration between IATA and Airports Council International (ACI) is an evolution of IATA s Airport of the Future concept. Over the last year the NEXTT initiative has detailed end-to-end visions on how the passenger, baggage, cargo journeys, and aircraft turnaround could be transformed if the industry utilizes emerging technologies. Major stakeholders in the aviation value chain have bought into the NEXTT vision. But to better understand the potential impact of emerging technological initiatives, IATA has commissioned a preliminary cost-benefit analysis. The output is intended to deliver a strong mandate for further progression of the NEXTT vision so that key stakeholders are able to realize significant benefits and determine a coordinated approach to deliver maximum value to the industry as a whole. An information backbone, for example, will enable the entire NEXTT vision, from interactive decision making, to advanced processing, to off-site technologies. Importantly, the efficiencies gained through the implementation of NEXTT should optimize the spending on new infrastructure required to meet the surging demand for air travel. Better utilization of the existing infrastructure will also improve the passenger experience and help the industry and intermodal connectivity, especially emerging technology integration with other transport modes. Overall, the study will investigate how NEXTT will return significant economic benefit to airlines, airports, cargo partners, and passengers. There are many areas of opportunity and prioritizing these will assist IATA, ACI, and NEXTT partners in setting the strategic direction of the industry for adoption of new emerging travel technologies. NEXTT is a cornerstone of this inaugural Global Airport and Passenger Symposium. Feedback on the concepts and opportunities at this and future GAPS is much appreciated. For full details of NEXTT, visit 7 IATA is hosting a NEXTT innovation bootcamp alongside the Symposium to drive new ideas, innovation, and concept validation. Join us on Thursday to hear the results

8 Issue 02: Wednesday 3 October 2018 Thank you to our key supporters and all of our generous sponsors HOST AIRLINE HOST AIRPORT 8 PLATINUM SPONSORS GOLD SPONSORS SILVER SPONSORS MEDIA SPONSORS