General Session USING DIGITAL TECHNOLOGY TO ENHANCE THE PASSENGER EXPERIENCE

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Cecily Shelton
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General Session USING DIGITAL TECHNOLOGY TO ENHANCE THE PASSENGER EXPERIENCE Megan Bozarth Senior Manager Consumer Marketing Dallas Fort Worth International Airport Gail

1 General Session USING DIGITAL TECHNOLOGY TO ENHANCE THE PASSENGER EXPERIENCE Megan Bozarth Senior Manager Consumer Marketing Dallas Fort Worth International Airport Gail Gaddi Public Information Director Los Angeles World Airports Mindy Kershner Sr. Manager, Public & Government Affairs Cincinnati / Northern Kentucky International Airport

2 How Technology Is Used Today

3 Ask Yourself This Question In the world of digital, what are the best solutions to enhance your passengers experience in your Airport? 2nd Busiest Airport In N. America Nearly 81 Million Passengers Annually 4th Busiest Airport In The World Over 65 Million Passengers Annually Over 6.8 Million Passengers Annually

4 How Digital Enhances Your Travel Experience Stress Stress Purchase & Plan Recheck Parking Availability En Route Find Gate Locate Preferred F&B Arrival back to airport / bag claim Check Flight Status/ Parking Availability Consider TSA (Security Check) Wait Times Check Dwell Time to Determine If Time for F&B Departure

5 Planning Your Journey

6 ENHANCING THE CUSTOMER EXPERIENCE

8 Personalization Journey Planner Offers context-based suggestions to customers for their visit

9 Wayfinding tour One of the first airports to create Google Street View Virtual Tour 360 tour offers travelers the opportunity to experience and become familiar with the airport before arriving More than 1M views since live in May

Wayfinding videos Another tool for new leisure travelers to navigate CVG terminal and concourses Brief, one-minute clips Closed captioning is provided for

10 Wayfinding videos Another tool for new leisure travelers to navigate CVG terminal and concourses Brief, one-minute clips Closed captioning is provided for special needs, and videos support use of accessibility features on smart devices, including script-only pages and other enabled aids Shot with aerial drone technology

11 On Your Way to the Airport

12 Check Flight & Parking Availability Real time information offered on website, mobile website and app.

13 Check Flight Status As You Go 1 st U.S. Airport Apple Watch App 1 st Airport Apple TV App

on passenger WiFi or Bluetooth signals Immediate wait-time status is displayed on

14 Security wait times displayed In 2014, CVG was first to implement BlipTrack queue and flow technology at TSA checkpoint Sensors were placed at entrance and exit, and pick up on passenger WiFi or Bluetooth signals Immediate wait-time status is displayed on desktop, mobile and at the airport, easing natural travel anxieties and setting realistic expectations

Security wait times displayed After one year of data, CVG and TSA worked together to reduce standard wait times by one third, all while passenger traffic was increasing New feature allows us to

15 Security wait times displayed After one year of data, CVG and TSA worked together to reduce standard wait times by one third, all while passenger traffic was increasing New feature allows us to understand pattern of how lanes are utilized throughout the day change to TSO schedules Future: Pair this data with passenger show-up profiles and wait-time inputs to complete a story on how the checkpoint is working as a whole

16 Security wait times displayed Future: Considering deploying the technology further on the exterior (parking) and interior (concessions) of the airport

17 Going Through Security Checkpoint

20 New Automated Screening Lanes Secondary Rollers R F I D B i n S t a c k e r Parallel Divest Stations Camera T a g g e d B I n s

22 ASL Lanes

23 Navigating and Experiencing the Airport

24 Navigate DFW s Terminals Newly Rebranded In-terminal Touchscreens

25 Navigate DFW s Terminals DFW s Mobile App: Turn-by-Turn Directions via Blue Dot Technology 28

26 Mobile Ordering Order food ahead and pick up at your chosen restaurant

27 Mobile Food Ordering

28 Arrival Back to Airport & Bag Claim

29 TaskWatch wearable technology Enhances our approach to clean, well-maintained restrooms, and overall maintenance of facilities Uses Samsung s Gear S3 smartwatches along with Enterprise Mobility Management from Samsung SDS

30 TaskWatch wearable technology Hardware and software (cloud-based platform) Wireless counters at each Terminal restroom entrance Includes passenger counting, predictive analytics, real time alerting

31 TaskWatch wearable technology Results Future: Broader implication to emergency communications. May have the ability to communicate in silent mode Future: Potential for concierge services

32 LAX Interactive Kiosks

34 Features of Interactive Kiosks Quickly provides static information from lawa.org Directly connect to Guest Service staff Will allow live interaction with guests at multiple terminals Entertainment component

35 We Must Continue to Meet The Growth What % of your website traffic is from mobile devices? How many iphone users and Android users do you have?

36 The Final Answer The solutions are endless, find what best suits your customer. QUESTIONS?

TEAM OF LAXCEPTIONAL COURTESY. Team of LAXceptional Courtesy Training Tuesday, June 25, :00 p. m. - 2:00 p.m.

TEAM OF LAXCEPTIONAL COURTESY. Team of LAXceptional Courtesy Training Tuesday, June 25, :00 p. m. - 2:00 p.m. TEAM OF LAXCEPTIONAL COURTESY Team of LAXceptional Courtesy Training Tuesday, June 25, 2018-1:00 p. m. - 2:00 p.m. TLC is designed to provide our guests with an LAXceptional Xperience. As such, your help