Emerging Technologies at Airports

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1 Emerging Technologies at Airports Kristin Shaw - Moderator SITA Kristin.Shaw@SITA.aero September 15, 2010

2 Kristin Shaw - Moderator Kristin Shaw is the Marketing Manager, North America for SITA, based in Austin, Texas. Before joining SITA in 2005, Kristin worked for Ricoh, WorldCom, SkyTel, and Belgacom North America in marketing and sales roles in Cincinnati and Atlanta. Kristin graduated with Honors from the University of Cincinnati in 1993 with a B.A. in Communication Arts. She is the Vice Chair of the Marketing and Membership committee for the ACC and is on the annual event planning committee for AAAE.

Enrique Melendez Mr. Enrique M. Melendez is the Managing Principal of Paragon Project Resources, Inc., a national PM/CM and Engineering Services firm. In this capacity Mr.

3 Enrique Melendez Mr. Enrique M. Melendez is the Managing Principal of Paragon Project Resources, Inc., a national PM/CM and Engineering Services firm. In this capacity Mr. Melendez is overseeing the IT and Security Systems practice. Mr. Melendez has over 20 years of aviation IT experience working with airlines, airports, FAA, DHS/TSA and most recently the Transit agencies. Mr. Melendez holds a BSEE, MSEE and MS in Engineering Management from Northeastern University in Boston, MA. As an aviation information technology leader, he has served on several national and international IT working groups for such organizations as IATA, AAAE, ACI and ACC.. Mr. Melendez has worked on airport IT projects throughout Asia, Europe, Latin America and North America. Prior to joining Paragon, Enrique worked for GE, RCA, ARINC, Carter & Burgess and most recently Jacobs Engineering. Currently Mr. Melendez sits on the Board of Directors of ACC.

4 Ron Reed Ron Reed has worked for SITA for 10 years in various Marketing roles. He currently serves as Director, Portfolio Marketing. Before joining SITA, Ron was employed by Delta Air Lines from , where he worked in several departments from Pricing and Revenue Management to Corporate Planning and Corporate Safety. Ron began his career in aviation with Lockheed Martin Aeronautical Company in 1991, working as a procurement specialist. Ron s background also includes an MBA in Finance from Kennesaw State University and various professional accreditations and memberships, including Airport Management Professional Accreditation Program (AMPAP), American Management Association (AMA), Six Thinking Hats Certification and various Strategic Planning certifications.

5 September 15, 2010 Overview and Welcome Objective: To provide the ACC community with an educational, interactive webinar with industry experts. Agenda: One hour total, including presentations and Q&A Questions: Please use your chat function to ask questions, and we will address as many as possible within the time frame. Please visit SITA at

6 September 15, 2010 Emerging Technologies at Airports Enrique M. Melendez Managing Principal, Paragon Project Resources, Inc.

7 Purpose Discuss new trends in passenger processing technologies Impact to airport operations Impact to future airport planning and focus of IT projects

8 Observations Ideas are not new some go back prior 2001 Volume and sophistication of advanced mobile devices were lacking Content application lacking Passengers were not yet ready No longer true

9 Current Market Trends The average traveler is mobile application savvy Smart Phones have become the travel token medium Airport business leaders see the customer service value

10 Airport Trends Electronic documents will practically replace paper for seasoned traveler Self-service options to mobile smart phones shall be more readily available Optimized mobile web-sites Flight status notifications/service updates Targeted retail promotions Security processing using bar-coded passes Automated gates (self-boarding) In terminal entertainment download options

11 Airport Trends Increased kiosk capability -- bag tags and passport scanning more abundant at airports International epassports Facilitation Pushing flight info to commercial vehicles like rental car shuttle buses and taxi on smart phones Parking location services on smart phones

12 Enabling Technologies Blue tooth Near-field communications with mobile smart phone 2D barcodes Twitter type technologies RFID/enabled token technologies Biometrics

13 Case Studies Canadian Airport - 100% paperless travel today via a mobile 2D barcode to print a bag tag or document, or go straight to security and have the 2D barcode read by gate reader (assuming airline supports capability) Munich Airport Digital Graffiti type systems Manchester Twitter Multiple Airports (US/International) - epassport

Impact to Airport Operations Real-time Flight status updates to passengers, tenants, commercial vehicles Passenger can quickly learn of retail promotions on their

14 Impact to Airport Operations Real-time Flight status updates to passengers, tenants, commercial vehicles Passenger can quickly learn of retail promotions on their mobiles Improved passenger processing experience at check-in, security and gate less obtrusive Real-time Customer Relation Management increased interaction with passengers

15 Impact to Airport Consultants Traditional Airport layouts are changing Airport Terminal Planners and Designers must define infrastructure requirements to support mobile application early on Customer Services planning become just as important as facilities planning

16 For more information

17 September 15, 2010 Emerging Technologies at Airports Ron Reed SITA

Mobility: the next platform for travelers Approximately 61% of the world population uses a mobile device

penetration in the US will reach 50% by mid-2011 -Nielsen, comscore Approximately 93% of business

phones will be the major driving force in the adoption of contextaware applications through 2013 By 2015,

18 Mobility: the next platform for travelers Approximately 61% of the world population uses a mobile device 180 million smart phones sold in 2009, overtaking notebook sales; a growth of 29% - Gartner Smartphone penetration in the US will reach 50% by mid Nielsen, comscore Approximately 93% of business passengers carry a mobile device and 26% carry smart phones -ATW/SITA survey According to Gartner, smart phones will be the major driving force in the adoption of contextaware applications through 2013 By 2015, 90% of Global 2000 enterprises with consumer relationships will provide contextenriched applications through mobile platforms.

19 Mobile Marketing: A New Revenue Channel User spending for consumer location services to grow rapidly from $2.2 billion in 2009 to over $12.7 billion in Gartner

20 Optimizing passenger flow

21 New mobile services are more personal and context aware Simple Smart Social Green Any phone Any browser Knows where you are and what services to offer Share your travel plans right from your phone Truly paperless travel with 2D barcodes

22 Example: Location Driven Parking Services Customer asks for Flight Status, or the Customer Journey Portal pushes flight status to customer Customer asks where to park Once parked, customer tags parking location On return, Airport CJP guides customer back to car

Example: Location Driven Check In Customer asks for Flight Status, or Airport CJP pushes flight status to customer Airport CJP response includes contextual links

23 Example: Location Driven Check In Customer asks for Flight Status, or Airport CJP pushes flight status to customer Airport CJP response includes contextual links (customer is now in the airport) Maps, directions and commercial content are provided on request and contextually oriented based on current location and destination

Example: Retail offers through context-aware

pushed to passengers who are within proximity

Alpha Alpha Retail Retail Offers $20 The

24 Example: Retail offers through context-aware services Alpha Retail Offer The Alpha offer is pushed to passengers who are within proximity to the store. Alpha Alpha Retail Retail Offers $20 The voucher encourages people to purchase items at a discounted rate. The code and expiration date of the voucher are shown. ACCEPT Select DECLINE Back Courtesy of Manchester Airport

25 Augmented Reality Burger King Buy a meal get free WIFI

26 Passenger Flow Management

27 Passenger Flow Management Survey 21 Airports Interviewed; 2 Airlines; 3 IT Vendors Key Business Drivers Classification 32% 4% 27% Improved infrastructure utilization and efficiency Developing non-aeronautical revenue Automating alignment of staffing and resources Enhancing security 9% 5% 23% Improving passenger experience Security/immigration waittime SLA compliance

28 3D Dashboard Visualization Screenshots View of passengers waiting to board

locations can be tracked, to build up hot spots of where

29 Dwell Time Report By Airline (AA = American Airlines) AA PAX AA PAX AA AA AA AA AA AA Amount of time at location -- Customers locations can be tracked, to build up hot spots of where passengers spend the most time. This is then used to improve passenger flow.

30 Win-Win-Win Balanced ecosystem all benefit Airports Enhanced passenger experience Improve operational performance Increased non-aero revenue Concessionaires Increased sales Improved customer loyalty Consumers Saving while shopping & dining Better travel experience 30

31 For more information Ron Reed

32 Questions?

33 ACC Webinars Sustainable Master Plans and Airport Sustainability Plans Thursday October 7, 2010 Thursday October 28, :30 1:30 p.m. EST Registration to open on ACC website

34 Thank You

Airport IT Are you ready for the future

Airport IT Are you ready for the future Life was simple Trends Affecting Airports in the next 20 years It s all about me! I can travel the world (virtually) I am the new (middle class) passenger Shifting