Passenger Experience

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1 Passenger Experience Part 3 Streamlining Government Processes At The Airport Lisa Angiolelli, Project Manager Passenger Facilitation

2 IATA Passenger Facilitation Program The Vision An end-to-end passenger experience that is seamless, secure and efficient World Passenger Symposium October 2011

3 IATA Passenger Facilitation Program Immigration -Expedite low risk traveler through Automated Border Control Security - Manage Passenger flow at the Security Checkpoint to reduce queues and waiting times Data - Harmonize Passenger Data requirements by Governments to reduce implementation cost for Airline Operators World Passenger Symposium October 2011

4 Passenger Facilitation Initiatives Immigration International Traveler Scheme Expedite passengers through an automated boarder control (ABC) Bring national bilateral, multilateral traveller scheme under one overall umbrella Foster interoperability through the International Traveller Scheme Possibility of using low-risk traveller assessment for security screening World Passenger Symposium October 2011

5 Airports with Automated Border Control World Passenger Symposium October 2011

6 Passenger Facilitation Initiatives Screening Access RP Checkpoint Access Recommendations to improve the management of passenger flow at security checkpoint to reduce queue and process times Aiming at Maximizing efficiency and productivity Minimizing passenger dissatisfaction Maintaining the determined level of security The solution There is not a one size fits all solution Solutions may vary from one airport to another World Passenger Symposium October 2011

7 Passenger Facilitation Initiatives RP Checkpoint Access and Egress Improved passenger flow and higher throughput at AMD obtained by airports which Allocate staff before the security checkpoint Differentiate passenger by category Average throughput - staff allocation Average throughput passenger differentiation Staff allocation No Staff Passenger differentiation No differentiation World Passenger Symposium October 2011

8 Passenger Facilitation Initiatives Passenger Data Harmonization Lack of Global Alignment of data requirements System of Airline Operators under constant update WCO/ IATA/ ICAO Common Approach Message Format and Structure agreed by Governments & Airlines Recommended Practice and Implementation Guide submitted to ICAO for adoption in October 2011 World Passenger Symposium October 2011

9 Advanced Passenger Information Passport No: Nationality: Place of issue: Date of expiry: Given Names: Last Name: Gender: Date of Birth: Passport No: Nationality: GBR Place of issue: London Date of expiry: 07/01/2017 Given Names: Mike Last Name: M. Gender: Male Date of Birth: 01/01/1911 World Passenger Symposium October 2011

10 Passenger Data the Airlines perspective Rob Broere Vice President Emirates Group IT Passenger Services Systems & Passenger Experience

11 Data Transfer from Airlines to Governments World Passenger Symposium October 2011

12 Passenger Data the Governments perspective Terry Wall National Manager Passenger Operations Branch, Australia Customs and Border Protection

13 Passenger Data : Aiming for a Single Global Standard Terry Wall National Manager Passenger Operations Australian Customs and Border Protection Service

14 Border Security The Operating Context

15 Principles of Border Management Government Industry Travellers Global focus

16 Advance Passenger Data Advance Passenger Information (API/iAPI) Passenger Name Record (PNR)

17 Passenger Facilitation Harmonise the data Reduce cost to industry Facilitate the movement of legitimate travellers across the border Improve the quality of data

18 Trans Tasman Trial

19 Terry Wall Chair Passenger Data Harmonization Taskforce IATA Passenger Facilitation ti Working Group t

20 Security Checkpoint

21 The IATA Checkpoint of the Future Paul Behan Head of Passenger Experience IATA

22 Can Data be used for screening purposes World Passenger Symposium October 2011

23 A Solution providers perspective Guy Doron Head of Sales and Business Development ICTS

24 SmartQ of ICTS Europe Systems SMART TECHNOLOGY Presented to: IATA World Passenger Symposium

25 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL ICTS SmartQueue to meet the challenge of Check Point of the future

26 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL The Industry Concept for Checkpoint of the Future 1. The checkpoint can no longer be one size fits all 2. it must use intelligence and passenger data to pre screen and differentiate passengers IATA have developed a blueprint for the Checkpoint of The Future

27 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL

28 The Principle NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL Determines the level of screening required based on a risk assessment prior to the passengers arrival at the checkpoint Uses biometric identification, passenger information and intelligence to differentiate between passengers Streams travellers through one of three screening lanes: Known Travellers, Normal or Enhanced Security. Leverages technology to check passengers according to the appropriate level of risk, maximizing throughput for the vast majority of travellers who are deemed to be low risk. No compromise to security standards

29 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL IATA Check Point of the Future - Principles

30 The Technology Challenge Airport rage is all the rage NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL Issues : Better Customer Services Increase Revenue Increase Savings Airport queues longer than flights Compliance and Management Information

31 Basic Configuration Boarding Pass Validation WTMD Flight -RAY X- -RAY X- WTMD WTMD WTMD WTMD WTMD -RAY X- Departure Time Customer Service Flight Information Record Passenger Entry time Online Monitoring and Statistics Passenger Flow Analysis s Future Flow Prediction Real Time Airline Enquiry Security/Airport Messages/ Airport Zone C Loyalty Cards and more -RAY X- -RAY X- -RAY X- Zone B -RAY X- -RAY X- Zone A

32 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL Basic Full Configuration Queue Management Boarding Pass Validation: Boarding Pass (Queue Management) Length of Queue Optimize i Queue Dynamic y Queues Fast & Slow Business Pax Special tracks Waiting Time information

33 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL SMARTQUEUE Queue Monitoring Real Time view No. of passengers in queue Estimated Queuing Time Active X Ray Machines (per lane) Inactive X Ray Machines

34 SMARTQUEUE Flight Schedule NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL Flights Due Flights Departed Stopped Entrance

35 SMARTQUEUE Flight Schedule NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL Flights Due Flights Departed Stopped Entrance

36 SMARTQUEUE Passenger Search NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL

37 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL SMARTQUEUE Analysis of Pax flow & Planning Flights Due Flights Departed Stopped Entrance

38 SMARTQUEUE Analysis of Pax flow NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL

39 SMARTQUEUE Online Reporting NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL

40 SMARTQUEUE Bristol Airport NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL

41 SMARTQUEUE Bristol Airport NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL

42 Boarding Pass Readers and formats Self Service kiosk NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL Gates Self Service kiosk Exit Podium Promotional Kiosks

43 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL Passenger Revenue How to fund that Increase Revenue Spend Per Passenger Through Targeted Promotions Improve Passenger Experience

44 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL Revenue

45 Information Screens NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL

46 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL

47 In the Duty Free area Promotional Kiosks NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL Located at the airside, and used by passengers for enquiries on their gate and departure time, Teasing them to shop

48 Promotional Kiosks NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL

49 Promotional Kiosks NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL

50 Promotional Kiosks NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL

51 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL In the Duty Free area Information & Advertising Kiosks Functionality Show advertisements Show Flight & Gate Information Print discount coupons Display ads based on Passenger Profile. For example - Early Passenger, Gender, Frequent Traveller, Cabin class Promotion Admin

52 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL The Technology can help implementing Check point of the future Determines the level of screening required based on a risk assessment prior to the passengers arrival at the checkpoint Uses passenger information to differentiate between passengers Streams travellers through one of three screening lanes Leverages technology to check passengers according to the appropriate level of risk, maximizing i i throughput h t for the vast majority of travellers who are deemed to be low risk. No compromise to security standards

53 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL The Technology can help implementing Check point of the future Better Customer Service Queue Management Accurate recorded ddtime of fth the passenger (complaints) lit) High Tech impression of the airport Increase Revenue Advertisement Kiosks Better Passenger Throughput to the Duty Free hall Increase Savings Man Power (gates) Compliance, Mng Information & Planning Flight Ticket Validation & double entry Align pax to specific lane based on risk assessment

54 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL Airport Queuing Time Measured With Bluetooth Not everyone has their Bluetooth Switched on Not everyone has a Bluetooth device You can t tell who someone is through Bluetooth Queue times are an estimation, not accurate DATA

55 SMARTQUEUE Security NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL X-Ray First Name Last Name Origin Destination Airline Flight PNR DateTime CHRISTOPHER STONE BRS PMI EZY 6039 EHFDNL2 20/1/2011 6:14 1 RICHARD ADAMS BRS PMI EZY 6039 EHDXSJ6 20/1/2011 6:14 1 CHARLES WILLIAMS BRS EDI EZY 423 EHF7HT8 20/1/2011 6:15 1 STEWARD JOHN GRANT BRS PMI EZY 6039 EHDXSJ6 20/1/2011 6:16 1 PETER XXXXXX BRS PMI EZY 6039 EHFXN1W 20/1/2011 6:16 1 ROBERT YYYYYYY BRS NCE EZY 6113 EH8WZ6R 20/1/2011 6:17 1

56 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL The Technology can help implementing Check point of the future INSTINCT is a cross-government programme involving more than a dozen departments and agencies, led by the Office for Security and Counter Terrorism (OSCT) within the Home Office. The INSTINCT Technology Demonstrator 2 (TD2) project seeks to find innovative solutions that will improve aviation security technologies or processes. SmartQ was chosen for a 3 rd prize out of 320 applications

57 NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL

58 THANK YOU NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL Guy Doron

59 Configuration Diagram NEXT GENERATION SERVICES SMART TECHNOLOGY SPECIALIST SERVICE PERSONNEL

60 Passenger Experience Part 3 Panel Discussion

61 Thank you

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