The Latest and Greatest in Passenger Processing Technology
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1 ACI-NA Airport Board Members & April 23, 2012 The Latest and Greatest in Passenger Processing Technology Presented By: Francis T. Barich, President Barich, Inc. 1
2 Traditional Passenger Processing Services MUFIDS Common Use Electronic signage and way finding Baggage Handling System Airport paging 2
3 The New Trend Extend the self-service experience Airport managed access and use of airline data for common processes New community applications (bag drop, security checkpoint, passenger tracking) Common flow self-service as prime path Boarding pass anywhere Automate baggage drop Automate security Automate boarding Automate arrival 2D barcode at all touch points Rethink everything! 3
4 Directing Through Standards IATA, ACI Working Groups, & Supporting TRB projects Common Use Passenger Processing Systems (CUPPS) Aviation Information Data Exchange (AIDX) Passenger Self Tagging Baggage Data New industry standards Data management Application development 4
5 Passenger Experience Management Group (PEMG) JPSC (Standards Approval) Steering Group (Policy Guidance) PEMG Committee - Paul Behan (IATA) - Patrice Ouellette (AC) - Russ Fortson (CX) - Patty Edwards (ATA) - Jared Miller (CO) - Paul Stumbo (AA) - Jan Dorrington (AU) Ian Neill (UK) - Samuel Ingalls (LAS) - Mike Saunders (ARINC) Secretaries : Stephan Copart (IATA) - Arundhati Gupta (IATA) Fast Travel Working Group (FTWG) Chair: Patrice Ouellette (AC) Vice Chair: Jared Miller (CO) IATA Leader: Stephan Copart Common Use Working Group (CUWG) Chair: Samuel Ingalls (LAS) Vice Chair: Amy Foltz (CO) IATA Leader: Paul Behan BCBP Working Group (BCBP) Chair: Peter Van der Zon (KL) Vice Chair: IATA Leader: Eric Leopold Passenger Facilitation Working Group (PFWG) Co-Chair: Jan Dorrington (AU) Ian Neill (UK) Vice Chair: Hasse Joergensen (CPH) IATA Leader: Arundhati Gupta 5
6 Passenger Self Service A Growing Demand SITA s 2011 Passenger Self- Service Survey demonstrates the high levels of demand * bag drop at check-in counter now just 55% 42% 65% Already use bag drop* Happy to self bag drop 62% Will tag own bag 58% 70% Would self-board Welcome transfer kiosks 54% Would report missing bag via kiosks Encourage more self-service options both in response to passenger requests and for potential savings to the industry 6
7 Self Boarding RP1701 End to End Processing 15 + Airlines RP 1701k Regulatory requirements Biometrics usage Common use requirements Implementation Guide 7
8 Bags Ready-to-Go RP1701 End to End Processing Standardized bag tag Home printed tag Industry Capability RP 1701f Regulatory Requirements Implementation Guide 8
9 TSA Self Tagging Pilots Started in 2011 TSA approved Airline Proprietary and Common Use Self Tagging US destinations Airline requests standard amendment International destinations require specific amendment Airline Responsible for controlling bag tags and stock Active/Inactive Full Reconciliation FSD Approval RDM - AS AUS - AA TSA BOS - AC 9
10 Self Tagging Airline Case Study AA Very Pleased Time studies show 40% to 60% improvement on check-in Mis-Tag reduced by 15% 45% of passengers w/bags use Self Tagging Lessons Learned: Queue and scale placement Use of varied kiosks Collaboration with airport officials Customer perception Bag tag design AA Progress at AUS 10
11 Self Tagging Airline Case Study Air New Zealand Improve customer service for the 95% Reduced square foot print by 1/3 Took risk at completely changing passenger check-in process Bag weight restriction enforced post bag acceptance Auckland Airport Domestic Terminal 11
12 Reduce Congestion Safety / Emergency Evacuation Improve Customer Service Navigation Services Dwell Time Dynamics Airline Applications Passenger Tracking Where is my passenger Up-sell, (lounge access) 12
13 Smart Phone / Bluetooth Tracking Tracking passengers smart phones When passenger comes to the airport, the airport systems are aware Proactive and predictive in passengers journey Proof-of-concept exercises Positive results from surveys 13
14 Smart Phone Check-In 14
15 Smart Phone QR Scanning Scan the QR Code for flight information Quick Surveys Please rate the cleanliness of this restroom Store information 15
16 Technology Integration FIDS Integration Current Airside Security Wait Times Dynamic Way-Finding Informational Dashboards Exit flow per minute Alarms Business Intelligence 16
17 Other Technologies RFID Allows home tagging Removes agent interaction Does not require full RFID infrastructure Compatible with existing BHS Reduces lines to a minimum Reduces risk in terminal Tagging in bag room Permanent RFID Tag 17
18 Other Technologies RFID Potential uses in fixed luggage tags Better read-rates Mobile Technology On-line booking Notifications for passengers Boarding pass check-in Etc. Near Field Communication (NFC) Short-range, high frequency wireless communication technology Allows for the high-speed transfer of data between enabled devices, such as mobile phones Biometric Technology Confirm identity via either fingerprint or facial recognition technology Reduces yet another human interaction touch point 18
19 Challenges Ahead Using Airport Wireless Infrastructure Bandwidth / Port Density / Coverage Support More Devices Per Person Many New Devices PCI DSS Compliance is Ongoing This means a new ongoing operating expense ADA / Accessibility New Regulations 19
20 Thank You Questions? 20
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