Expediting the Customer Travel Experience IAAE FOAM CONFERENCE 14 MAY 2013

Transcription

1 Expediting the Customer Travel Experience IAAE FOAM CONFERENCE 14 MAY 2013

2

3

4 Air New Zealand - Self Service Check-in

5 Qantas - Q-card & Q Bag Tag RFID enabled Frequent Flyer Card Q-card RFID enabled Permanent Bag Tags Q Bag Tag Premium Frequent Flyers issued with Next Generation Check-in launch kit

6 Qantas - Q-card & Q Bag Tag Automated check-in using RFID enabled Q-Card Rapid bag drop using Q-Bag Tags Dedicated service option

7 Qantas - Before

8 Qantas - After

9 Benchmarking: Qantas - Direct Visibility

10 Qantas - Straight Line Progression Q

11 Qantas - Intuitive - Kiosk Q

12 Qantas - Automated Bag Drop

13 Qantas Heathrow International Airport

14 Emirates - Self Service Check-in Emirates offers a Full Self-check-in service in Dubai Airport T3. These kiosks are a 1 stop check-in and bag drop processing unit.

15 Schiphol Airport Bag Drop Amsterdam Airport Schiphol was one of the pioneers of the bag drop process, initially adopting it in 2008 and since then, following a successful trial period alongside KLM. In February 2012, a total of 12 new units will be installed in Terminal 2 for KLM and SkyTeam partners.

16 Schiphol Airport - Bag Drop Scan Passport/Boarding pass to verify identity Weigh bag on bag drop note overweight baggage must be dropped at conventional counters Tag bag at machine

17 Billund Airport Print-at-Home Baggage Tags Billund Airport became the world s first airport to let passengers print their own baggage tags at home, officially launching the concept in October 2012.

18 Halifax Airport Common Use Self Service Anticipated Outcomes: 14 carriers operating in check-in hall Common use backbone operated by Airport Active on all sectors of travel Very intuitive High acceptance rate No queues at peak period The Process: Kiosks print boarding passes and non-active tags Passengers self tag bags, high acceptance due to simplified tag Passengers drop bags on (short) conveyor section or automated bag drop Tags validated manually or via automated bag drop unit

19 Halifax Airport Common Use Self Service OVERSIZE BAGGAGE 2 ROAMING AGENT Provides direction at baggage drop` FLOW THROUGH COUNTER Conventional process with queue prior to accessing the full service flow through counter To Security ` ` Passengers without baggage move directly to security check Departing Pax 1 ` BAGGAGE DROP Automated or agent assisted the bag drops allow the passenger to self drop their bags. A feeder belt electronically activates the bag tag at induction. Uses existing baggage conveyor AGENT ASSISTANCE These podiums allow an agent to monitor the kiosks and provide assistance as needed. CHECK-IN KIOSKS Passengers use kiosks to obtain boarding pass and bag tags. If unable or unsuccessful passengers are directed to a flow through counter

20 Montreal Airport Self Service Baggage Drop, Pilot Program Kiosk Boarding Pass & Bag Tags Drop 1 Baggage Information collected electronically 3 Passenger activates/ drops bag w/ agent overview 2

21 Pre-Board Screening

22 Nodal Retail / Call to Gate

23 Nodal Retail / Call to Gate

24 Pre-Boarding Lounges

25 Initial Concept REQUIREMENTS Kiosk Bag Drop Security Boarding Valid boarding pass & bag tags issued to valid pax Valid pax presents bags with valid tags Scan boarding pass Pass Security Valid pax boards correct aircraft associated with bags PASSENGER Scan passport Obtain boarding pass Print bag tags Self-tag bags Scan boarding pass Drop bags Boarding pass scan Cleared to board AIRLINE Issue boarding pass Issue bag tags Obtain API etc. Accept bags Security clearance Scan boarding pass Clear pax to board Pax-bag reconciliation

26 The Note So Rapid Transfer

27 Rapid Transit Biometric Passports Smart Cards Automated Entry Gates Priority Boarding Priority Baggage

28 Rapid Transfer

29 Baggage Services AA offers baggage delivery Service

30 Baggage Services

31 Social Media 2012 SITA Passenger Self Service Survey

32 Apps

33 Airport IT Trends

34 Retail Tesco and Eye launch virtual grocery store at London Gatwick Airport North

35 Food & Beverage

36 Food & Beverage

37 Food & Beverage/Branding Dubai Airport Opens Heineken Lounge First Ever Peugeot Airport Lounge Opens in Malaysia

38 Entertainment

39 Mobile Agents

40 Virtual Agents

41 Local Branding

42 Unique Branding

43 Objectives 1. Maximum self-service 2. Maximum automation 3. Minimum processing time 4. Minimum processing touch-points 5. Intuitive passenger experience ease of use 6. High resilience and reliability, fail safe, back-up 7. Security and regulatory compliance 8. Fully common use 9. Minimum (or no?) customisation of process available to airlines 10. IATA CUSS standard compliant 11. Customer assistance 12. Scalability, flexibility 13. Not reliant on procurement from a single vendor(s) 14. Cost

44 RECENT PROJECTS Adelaide Airport Landside Precinct and Plaza

45 RECENT PROJECTS Adelaide Airport Landside Precinct and Plaza

46 RECENT PROJECTS Calgary Airport Master and Terminal Planning

47 RECENT PROJECTS Durban Airport - Master and Terminal Planning

48 RECENT PROJECTS Brussels Airport, Connector Building

49 RECENT PROJECTS Sydney Airport Alliance Terminal Concept

50 Thank You Kerr Lammie Principal Airbiz