Collaboration for best Passenger Experience Check-In of the Future Enhancing the Passenger Experience

Transcription

1

2

3 Collaboration for best Passenger Experience Check-In of the Future Enhancing the Passenger Experience Presentation at the 23 rd ACI Africa Region Annual Conference 14 th October 2014, Durban by Torsten Hentschel, TH Airport Consulting

4 About TH Airport Consulting Independent consultancy for planning and optimization of airports Focus on improvement of Passenger Experience and Operational Efficiency Our Expert Network: World Business Partner with ACI EUROPE: Member of Committee for Facilitation and Customer Services Member of Taskforce on the Passenger Experience Airport Projects in 2014: Germany: Hamburg and Bremen (Functional Terminal Planning) Saudi Arabia: Riyadh (Enhancement of the Arrival Experience) India: Mumbai (Design of Airport Metro Stations) Nigeria: Lagos (Design of VIP Terminal and Hangar) 14/10/2014 2

5 Need to enhance the Passenger Experience Existing Check-In Halls Bad Passenger Experience through Airline dedicated Check-in Need for collaboration between Airports and Airlines 14/10/2014 3

6 Enhancing the Passenger Experience Methodology to enhance the Passenger Experience from the ACI EUROPE Guidelines for Passenger Services at European Airports 1. Who are your Passengers? (Passenger Identification and Segmentation) ACI EUROPE 2. What are their needs and expectations? Processes Premises 3. Enhancing Passenger Experience through the 3P (Premises - Processes People) Approach People Passenger experience at 14/10/2014 the airport 4

7 Enhancing the Passenger Experience Measures to enhance the Passenger Experience at Check-In Valued Information on Mobile on location and times for Checkin/Drop-off Off-Airport Check-in of Baggage Permanent Bag Tags Expected Provision of staffed + self-service Check-in options Self-service Baggage Drop-off Common-use Facilities Easy Wayfinding/ clear Signage Required Acceptable Queuing and Process times Provision of necessary Information Availability of Staff Development of an airport specific pyramid reflecting the needs and expectations of your passengers 14/10/2014 5

8 Enhancing the Passenger Experience 3P Approach the Passenger Experience at Check-In 1. Premises (Airport) Walking-Distances, Natural Wayfinding Ambience, Cleanliness Available Space 2. Processes (Airport and Airlines) Check-In, Boarding Pass Labeling, Baggage Drop-off 3. People (Airport and Airlines) Staff to carry out the process Staff for assistance All the 3 P s need to be addressed in a systematic way to enhance the Passenger Experience 14/10/2014 6

9 Check-In of the Future - Technologies and Processes Enhancing the passenger experience through online, mobile or automated Check-in off-airport! separate priority Check-in! mobile agents for Check-in and printing of Boarding Passes! Airlines encourage passengers to check-in online or do that automatically Most conventional Check-In counters and kiosks will disappear For an enhanced passenger experience a choice of check-in possibilities (off-site/ on-site, staffed/ self-service) will be needed in the future 14/10/2014 7

10 Check-In of the Future - Technologies and Processes Enhancing the passenger experience through common use facilities! self-service bag drop desks! self-tagging bags at home or at the airport! permanent bag tags! Check-In hall of the future will mainly be used for baggage drop-off Common-use facilities will reduce queues Some baggage will be checked off-airport (hotel, city office, station, home) Permanent bag tag allows individual tracking + info on time of receiving 14/10/2014 8

11 Check-In/ Bag-Drop of the Future Existing innovative Check-In Hall concepts Sydney, ICM Airport Technics Aukland New concepts for Check-In areas with a maximum of automation Current applications focus on the modification of existing halls 14/10/2014 9

12 Check-In/ Bag-Drop of the Future Vision 2025: Check-In Hall of the Future 50% Common-use Automated Bag-Drop; bag-tag at kiosk; 50% Staffed Counters for special services or priority passengers Reduced size of Check-In Hall with optimized passenger flow 14/10/

13 Check-In/ Bag-Drop of the Future Vision 2025: Check-In Hall of the Future 50% Common-use Automated Bag-Drop; bag-tag at home or by mobile staff; 50% Staffed Counters for special services or priority passengers Further reduced size of Check-In Hall with optimized passenger flow 14/10/

14 Howdo wegetthere? Get to know your passengers and their needs and expectations Flexible design of the Check-in hall is key to incorporate future concepts Development just happens since future generations will prefer mobile devices for the management of trips will grow up with contactless technologies The informed and empowered Me Passenger will enforce the transformation of airports Self-Service will not completely replace staff since passengers expect to see people (VIP s, first and business class and others require individual service) Check-in of the future concepts will enhance the Passenger Experience improve the utilization of resources need collaboration with Airlines 14/10/

15 Thank you very much for your attention! Torsten Hentschel Managing Director Tegelweg Hamburg Germany

16 How IT can help Airports achieve service excellence?

17 THE CUSTOMER RULES THE AIRPORT ECOSYSTEM LOW-COST CARRIERS REGIONAL CARRIERS AIRPORT EMPLOYEES SERVICE PROVIDERS AIRCRAFT MAINTENANCE CONCESSIONAIRES IMMIGRATION CUSTOMER GROUND HANDLERS WELL WISHERS SHIPPERS MEETERS/GREETERS 2 LEISURE TRAVELLERS BUSINESS TRAVELLERS INTERMODAL (trains..)

18 VARIOUS CUSTOMER NEEDS & WANTS: AIRLINES CONCESSIONAIRES PASSENGERS 3

19 FOR AIRLINES, IT MEANS IMPROVING CUSTOMER SATISFACTION Reduced turnaround time Passenger geo-tracking Advance notification Real-time flight & gates updates 4

20 PASSENGERS ARE ALWAYS IN CONTROL OF THEIR TRIP All the necessary information at their fingertips: Flight status Traffic & nearest parking Security wait times Time to gate Bag status Weather & transport at arrival Way finding Enhanced experience

21 The Connected Traveler 73% Check-In Online 70% Want To Stay Connected Gate-to-Gate 45% Happy Passengers Spend More 91% Automated Immigration Gates 75% Travel With Smartphone 31% Security is #1 Pain Point 45% Paperless Boarding Pass 54% Willing To Use Self-Service Baggage Kiosks Leveraging Technology for Passenger Experience Confidential SITA 2014

22 UNDERSTANDING CUSTOMERS BEHAVIOR Increased time in the commercial areas Tracking most common routes Dwell time analysis Visibility on passenger mix

23 8 ACI Africa 2014 Confidential SITA 2014 Video 1

24 Service Excellence in Brief Proper passenger communication More Self Service Reduced or No flight delays Visibility on bag status Minimum wait times / No queues Proper way finding/distance to gate Overall passenger experience (Retail/F&B) Minimum aircraft turnaround time Maximum time in commercial areas 9 ACI Africa 2014 Confidential SITA 2014

25 SITA S End to End Self Service 10 ACI Africa 2014 Confidential SITA 2014

26 SITA s Baggage Tracking 11 ACI Africa 2014 Confidential SITA 2014

27 Passenger Journey throughout the Airport PFM 2BBC 12 ACI Africa 2014 Confidential SITA 2014

28 PFM Outcomes 13 ACI Africa 2014 Confidential SITA 2014

29 MONITOR IMPROVE MEASURE PREDICT

30 FULL INTEGRATION OF ALL AIRPORT PROCESSES THROUGH COLLABORATION CONNECTING THE DOTS BETWEEN LANDSIDE AND AIRSIDE 15 ACI Africa 2014 Confidential SITA 2014

31 16 ACI Africa 2014 Confidential SITA 2014 Video 2

32 Will Beacons Transform The Customer Experience? Jonathan Nalder-beacons by jnxyz.education;

33 How Beacons Work at Airports 18 ACI Africa 2014 Confidential SITA 2014

34 Wearable Technology: Hype or Hope?

35 Passenger Greeted By Staff at Curb 20 ACI Africa 2014 Confidential SITA 2014

36 21 ACI Africa 2014 Confidential SITA 2014

37 22 ACI Africa 2014 Confidential SITA 2014

38 View from Google Glass 23 ACI Africa 2014 Confidential SITA 2014

39 THANK YOU

40

41 Collaboration for Best Passenger Experience. Dr. Attila Freska Chief Operating Officer

42 What is a good passenger experience?

43 What is security screening at airports?

44 Is ebolascreening an aviation security measure?

45 Is immigration control an aviation security measure?

46 Dominant Trends No biometric screening of travelers. No verification of travelers identity TRAVELER SAFETY RISK No comparison with law enforcement databases and watch lists. No validation of travelers documents

47 Biometric Alternatives Fingerprint (Optical vs. Ultrasound) Palm Facial Recognition Iris

48 Integrated Systems Solutions Multiple data inputs about travelers. Dynamic data comparison IDENTITY VERIFICATION SOLUTION Intelligent data collection & management Integration of multiple data bases.

49 Integrated Systems Solutions Verification of Traveler Identity Improved Traveler Safety Increased Aviation Security

50 Questions

51 SERVICE EXCELLENCE FOR DISABLED PERSONS AND PERSONS WITH DISABILITIES ACI-Africa Service excellence: The key to the future Durban, October

52 Overview European Civil Aviation Conference Facilitation Disabled persons and persons with reduced mobility (PRMs) Use of air transport Challenges faced by PRMs when travelling by air Best practices The way forward 2

53 European Civil Aviation Conference Intergovernmental organisation with 44 Member States Strategic priorities Safety and accident investigation Security and facilitation Environment Facilitation Set of Recommendations and guidelines: ECAC Doc 30, Part I (Section 5: Facilitation of the Transport of persons with Reduced Mobility) see ECAC website: PRMs, Customs/cargo, and immigration issues 3

54 Disabled persons and PRMs 0.64% Of total passengers request PRM assistance 6351 PRM pax per 1mppa at European airports* *source: ACI EUROPE 4

55 Disabled persons and PRMs(cont d) Situation: Ageing population Increasing use of air transport(mobility) Evolution of international provisions: EU regulation 1107/2006 ICAO 38th Assembly (September 2013), development of a set of high-level, non-binding core principles on consumer protection. Adoption of a set of core principles on consumer protection (incl PRMs) at ICAO Air Transportation Regulation Panel in Our objectives: To improve all passengers experience To enable PRMs to travel on equal footing with other passengers (non-discrimination) 5

56 Challenges/Best Practices Consistency in assistance provided during journey Need for international harmonisation, through ICAO, ACI World and IATA Knowledge about assistance needs Consultation with disability groups Pre-notification of assistance needs Communication airlines/airports Clear sharing of responsibilities/tasks Coordination of assistance at both departures and arrivals (eg short turn-around times and minimun connecting times) 6

57 Challenges/Best Practices (cont d) Training of staff handling PRMs Set training requirements for airport and airline staff Different training for different categories of staff Quality standards for assistance Set and publish quality standards for assistance Transport of PWD own mobility equipment 7

58 The way forward Providing access to air travel for all passengers Ensuring seamless travel for PRMs through: Provision of assistance and accessible airport infrastructure Implementation of quality standards for assistance Integration of information to reduce stress and uncertainty Cooperation between airport operators and airlines 8

59 Any Questions? Patricia Reverdy Deputy Executive Secretary 9