DIGITAL SOLUTIONS AT HELSINKI AIRPORT AND FINAVIA CORPORATION

Transcription

1 DIGITAL SOLUTIONS AT HELSINKI AIRPORT AND FINAVIA CORPORATION Kari Savolainen, CEO Finavia Corporation 2nd Annual World Aviation Conference, Seoul September 7, 2017

2 Facts on Finavia 2016 Figures 21 airports 20,8 million passengers 2400 personnel Air traffic is 3.2 % of the Finnish GDP Turnover ~381 million EBIT 55 million

3 HELSINKI AIRPORT, an aviation HUB that connects Asia to Europe and the regional network in Finland to the rest of the world DESTINATIONS IN THE AMERICAS: 7 DESTINATIONS IN ASIA: 18 HELSINKI Passenger aircrafts carry typically both pax and cargo DESTINATIONS IN EUROPE & MIDDLE EAST: 118 PAX ~ 18*10 6 /y Cargo: ~ 200*10 3 tn/y

4 Vision 2020 Helsinki Airport serves 20 million passengers and is a leading European transfer airport between Europe and Asia influencing customer choices by offering innovative world class services in a unique environment.

5 TYPICAL FOR HELSINKI AIRPORT Helsinki Airport serves several nationalities Language and cultural barriers are challenges To compete with direct routes transfer must be efficient and passenger-friendly According to our surveys, when a passenger has to transfer, one third of the passengers decide the route solely based on the transfer airport Digital applications can speak all the languages and help to overcome those barriers 5

6 Megatrends of travel and aviation industry Urbanization Growth of individualism Digitalization Growth of middleclass and purchasing power in Asia Climate change

7 EXAMPLE: How to ensure smooth travelling for our Asian passengers Airport signs in Japanese, Chinese, and Korean Chinesespeaking customer service & shop personnel Commercial offering: Best of Finland, desirable international brands AliPay & China UnionPay Interpretation application to help in battling the language barrier Free unlimited WiFi, website in Japanese and Chinese Weibo, Youku, WeChat

8 Our customer promise: For Smooth Travelling We are developing a uniform and smooth travelling experience for all parts of the passenger path.

9 Digital channels, services and systems are the most important enablers for seamless customer experience

10 Two Example Cases of Applying New Technology 10 6 September 2017 Development programme 2020

11 Example #1: Passenger Flow Simulation + Digital Channels Helsinki Airport passenger flow simulation launched 3/2017 Flight information and passenger flow measurements & statistics as basis Provides the capability to Simulate passenger flow & process load at key checkpoints (security controls, border controls) Show more relevant wayfinding & commercial content in the right language (when integrated to the centralized publishing system of digital displays) 11

12 Simulation-controlled Digital Screens Helsinki Airport has swapped some of its traditional signage for digital displays The objective: to offer more relevant content to the passengers 1st screens installed outside of the transfer passenger security How simulation helps: Languages: we can figure out the language preferences of the pax flow (in x min intervals) and control the display content Wayfinding (& other content): the most common and relevant flight & commercial information shown, according to the passenger flow composition

13 Predictive security queue time communication to passengers, based on simulated pax flow Finavia website Helsinki Airport App

14 Example #2:Face Recognition Piloting with Finnair Finavia and Finnair tested face recognition application at Finnair s priority check-in in May. With one registration (done by taking selfies), the customer could process with check-in at HEL by face recognition. Can be adopted to any access point (parking, check-in/bag drop, lounge, gate) Everyone wins in faster process times (no pocket digging for misplaced documents)

15 LEARNINGS: BIOMETRIC / FACE RECOGNITION Excellent passenger feedback Overall experience 4,6 / 5 Ease of use of the registration/ selfie app 4,75 / 5 Not worried about privacy: 4,1 / 5 Percentage of test persons not interested in further piloting/production: 0 Highly positive response from participating employees Robust technologies available, although we are not yet on production level How passengers responded (Video: September 2017 Finavia yritysesitys 2017

16 Self Service Initiatives at Finavia Airports 2006 Common Use Self- Service (CUSS) Common Use Passenger Processing System (CUPPS) Queue Management Systems (Bluetooth & Wi-fi based) Self-service boarding pass validation at security/gate (pilot) Face recognition based passenger indentification (pilot) Automated Border Control (ABC) pilot ABCs taken into production Self-service Bag Drop (SBD) pilot Self-service Bag Drop phase 2 (production) Self-service boarding pass validation at security/gate (production) 16 6 September 2017 Finavia yritysesitys 2017

17 Main principle in applying digital technology to processes Instead of replacing manual operations of the passenger process one-by-one, we must re-think the whole passenger process and evaluate how to apply digital technology most efficiently in the whole process 17 6 September 2017 Development programme 2020

18 18 Thank you!