Fast Passenger Travel Programme <<Presentation Title>>

Transcription

1 Fast Passenger Travel Programme Experience <<Presentation Title>> Paul Behan Head, Passenger Experience IATA Passenger Dept. ACI-NA Annual Conference Austin, October 2009 Simplifying the Business

2 The Vision of Simplifying the Business Our mission is to change the way the industry operates by improving service and lowering costs Today, that mission is now more relevant than ever And we re intensifying efforts to deliver the change the industry needs Simplifying the Business 2

3 Fast Travel: Self-service for passengers The vision: self-service for passengers that provide better service and lower cost Four projects now being implemented: Fast Travel is a reality today Simplifying the Business 3

4 Simplifying the Business 4

5 Location: Type: Process: Bag Drop: Techno : Local Regulation: LHR T3 Common Use (CUSS) 2 steps - Self Tagging at SSK - Fast Bag Drop Off Special Application Active / Inactive DFT approved Simplifying the Business 5

6 Location: Airlines: Process: Type: Self Tagging Bag Drop ZRH LH LX, LH, OS, TP, SK 2 steps - Self Tagging at SSK - Fast Bag Drop Off CUSS Common Use Bag Drop: Techno : Local Regulation: Common front end None Simplifying the Business 6

7 Location: Process: Type: Self Tagging Bag Drop AKL 2 steps - Self Tagging at SSK - Fast Bag Drop Off Domestic Dedicated Dedicated Bag Drop: Techno : Local Regulation: - None Simplifying the Business 7

8 Simplifying the Business 8

9 Simplifying the Business 9

10 Location: Process: Type: Boarding Token: CDG 2F Biometrics Self Boarding Dedicated, CDG-AMS route Finger Print / Contactless card / BCBP Barrier type: -Flap / doors -Flow detection Local Regulation: Yes Yes + uniqueness detection DGAC / CNIL approval Simplifying the Business 10

11 Location: Process: Type: Boarding Token: All APTs in Japan Self Scanning Dedicated ATB, BCBP, Contactless Card Barrier type: -Flap / doors -Flow detection Local Regulation: No Yes? Simplifying the Business 11

12 Location: Process: Type: Boarding Token: MUC, FRA, HAM BCBP Self Boarding Dedicated, International BCBP Barrier type: -Flap / doors -Flow detection Local Regulation: Yes Yes No Simplifying the Business 12

13 Location: Process: Type: Boarding Token: ICN Self Boarding & Doc Check Dedicated, International Passport Barrier type: -Flap / doors -Flow detection Local Regulation: Yes Yes - Simplifying the Business 13

14 Simplifying the Business 14

15 Simplifying the Business 15

16 Location: Process: Type: Channel: WT Connection USA, 6 Airports Bag Recovery - Claim registration - Bag locator Dedicated - Domestic, International Kiosk Yes Local Regulation: Simplifying the Business 16

17 Location: Process: Type: Channel: WT Connection GVA 15 Airlines Bag Recovery - Claim registration Dedicated - Domestic, International Kiosk Yes Local Regulation: Simplifying the Business 17

18 Fast Travel: Self-service for passengers Simplifying the Business 18

19 Identifying the gaps, establishing synergies StB and SPT (Simplifying Passenger Travel) worked separately to address different parts of the passenger process. StB Steering Group airlines asked IATA management to set up a Passenger Process Task Force SPT expressed the need for SPT and StB to work together to address the complete passenger process. Simplifying the Business 19

20 The passenger journey Simplifying the Business 20

21 What we found Where StB is active Programme of work addressing global standards with supporting global solutions with: In the areas where SPT is active Trials and some implementations. Simplifying the Business 21

22 Proposed Strategy Passenger Process Toolbox A set of independent, self-service solutions to support each of the 14 steps of the passenger experience Flexibility of selection and implementation to stakeholders where it makes the most sense. Recommended Practice 1701 Global standard supporting global solutions for the passenger process. Formalise one common vision that is passenger-centric, acting as a single reference point for all industry stakeholders. Simplifying the Business 22

23 Organisation proposal StB and SPT merge. Strategy developed and delivered through single organisation. Rescind the CUSS MG and create the Passenger Experience Management Group, BCBP, Common Use, Fast Travel (incl. CUSS) and Passenger Facilitation (renamed SPT) Proposed to the (Joint IATA / ATA) Passenger Services Conference [JPSC*] Oct 2009 Simplifying the Business 23

24 Working Group Proposal To change the structure to align to Passenger Process - irrespective of the supporting technology solution: Passenger Experience Management Group (PEMG) Structure by Passenger Process the 14 steps Achieves an holistic approach to global standards with supporting global solutions Creates a framework for implementation of the standards along the lines of StB Simplifying the Business 24

25 Merge proposal vote SPTIG endorses the proposed strategy Airline Airports Govt Suppliers Total Total Number of Members Number of votes Recd % age of Votes Recd. 87% 92% 67% 73% 78% Option %age of Votes for Option % 0.00% 14.29% 9.09% 6.00% Option %age of Votes for Option % 16.70% 0.00% 36.40% 12.00% Option %age of Votes for Option % 83.00% 85.70% 54.60% 82.00% Simplifying the Business 25

26 Governance in StB / SPT Joint Passenger Services Conference (JPSC) CUSS Management Group Fast Travel Working Group BCBP Working Group CUSS Technical Group CUPPS Working Group Current scope = 6 areas, potential to increase the scope to 14 areas in the end to end Passenger Process SPT Interest Group SPT Board IATA Secretariat Simplifying the Business 26

27 JPSC Passenger Experience Management Group Departure 01 Pre-travel 02 Ticket Issuance 03 Check-in 04 Document Scanning 05 Authorisation to proceed 06 Baggage processing 07 Immigration exit control Flight Arrival 08 Security access 09 Security screening 10 Flight rebooking 11 Boarding 12 Immigration entry control 13 Baggage collection 14 Customs Fast Travel CUPPS BCBP Passenger Facilitation For continuity, it is proposed to maintain the existing sub-groups for the present Managing through the process layer will allow us to view the implications for each technology / solutions stream, rather than a silo approach. Simplifying the Business 27

28 Working Group - Roles PEMG reports to JPSC, sets strategy and policy, owns the standards Representation from ACI members, Control Authorities and IATA Partnership Programme participants Working Groups develop and maintain standards set by the PEMG strategy Technology Solutions Groups develop and maintain technology standards JPSC Passenger Experience Management Group Fast Travel CUPPS BCBP Passenger Facilitation Solutions Group #2 Selfservice Solutions Group #1 Airport systems Solutions Group #3 Baggage Solutions Group #4 Security / Facilitation Ad-hoc Solutions Groups formed for new projects & new standards as required Simplifying the Business 28

29 IATA Standards Resolutions Mandatory for all IATA Airlines Primary criteria to facilitate interline journeys Examples E-Ticketing, Interline Baggage Tags & Bar Coded Boarding Passes (number of sectors with different airlines) Recommended Practices self explanatory Not mandatory, though recommended way of providing service or data Examples: RP1797 CUPPS & CUTE, RP1706 CUSS Kiosks,, Passenger Experience (umbrella RP) RP1701, RP1701d,f,k & m (Fast Travel projects) Simplifying the Business 29

30 Supporting Technologies Who owns? Simplifying the Business 30

31 BCBP- 2D bar codes on itinerary receipts CUSS - kiosks with passports readers / scanners. 2D bar codes facilitating data entry All documents printed with 2D bar codes CUSS kiosks with bag tag printers and scanners 2D bar codes facilitating data entry BCBP - 2D bar codes scanned at entry to Security area, validating the boarding token CUSS - kiosks with flight re-booking application / functionality. 2D bar codes facilitating data entry All documents printed with 2D bar codes BCBP - 2D bar codes scanned at Boarding Gate CUSS - kiosks with bag recovery application and scanners. 2D bar codes / 1D bag tag bar codes facilitating data entry All receipt documents printed with 2D bar codes Technologies used in Passenger Process Simplifying the Business 31

32 Standards Update Simplifying the Business 32

33 The passenger journey : RP 1701 a b c d e f g h i j k l m n Simplifying the Business 33

34 For more information: We re on Facebook, become a Fan! Search: Fast Travel Self Service Or click on the link: Simplifying the Business 34

35 Open discussion Simplifying the Business 35