Wireless technology in passenger management : the Geneva Paxflow pilot

Transcription

1 Wireless technology in passenger management : the Geneva Paxflow pilot Airport Service Quality & Facilitation Conference 1 April 2008 Pudong Shangri-La Hotel Shanghai

2 Would you like to know about? Managing passenger flow, security and flights punctuality Understanding passengers patterns and behaviours What passengers value Increasing retail, food & beverage revenues Service collaboration with partners

3 The Paxflow solution Sensors m spacing A Passenger-centric solution Paxflow sensor network inside the terminal A real-time visual dashboard for airport service operators Middleware software applications for passenger service management (datarich environment) Paxflow PPAs Personal Passenger Assist Cards Network Sensor Matrix

4 The Paxflow PPA Card : an electronic boarding pass

5 What it delivers Real-time visualisation of the passenger s location and passenger flow Optimization of punctuality Flow management, facilitation, security Anticipation of bottlenecks Understanding of passengers and service levels

6 What it delivers Information and advice to passengers Flight related information (delay, gate change, boarding calls) Service information and advice (airport information; weather at destination, retail offers,. airline additional services) Passenger alerts and prompts

7 What it delivers A service-enabling platform for in-airport service and managing flow in real-time Manage by exception and by priority Ability to locate and communicate with passengers Passenger guidance and channeling to avoid bottlenecks passengers longer inside the retail and food & beverage areas

8 What it delivers A rich data source for airport management and airport partners Performance management Decision making Partner collaboration Customer-centred programs Statistics and patterns of passenger movement and service operations

9 The Geneva Pilot 2006 Abu Dhabi ACI Conference March 2007 : preparation work, collaboration with Flybaboo, Swissport and Nuance Trading Summer 2007 : technical implementation September 2007: test run of the solution without passengers October 2007 : live pilot runs 14 live Flybaboo passenger flights were tested (5 to 6 pax / flight, same daily flights) Passenger survey Retail benefits

10 The Geneva Pilot Live demonstration of passenger, business use and functionality of Paxflow (facilitation and retail) Validation of the use of Paxflow as a technological solution within the GVA terminal environment and operations Acceptance of users (passengers, operators and partners)

11 Geneva real-time visual dashboard

12 Accelerated demo Zone-based 10 sensors set in zones between Flybaboo check-in area to satellite 20, including Nuance duty free 30 meters coverage, blind areas 6 to 8 key messages per flight Time, zone and broadcast messages Welcome-advice message Gift message, weather message Proceed to gate message (40 minutes to 20 minutes), boarding message Delay, gate change message

13 Message Sequences - Electronic Boarding Pass Advice, information, and calls to action via: Time-based, zone-based and broadcast messages BBO031 B25 15:45 15MIN TO WALK FROM CHECK-IN TO GATE BBO031 B25 15:45 1 CADEAU VOUS ATTEND AU TAX+DUTYFREE SHOP BBO031 B25 15:45 FLORENCE WEATHER SUNNY 22C BBO031 B25 15:45 PROCEED TO GATE LOUNGE BOARDING SOON BBO031 B25 15:45 LAST CALL GO TO GATE ENJOY YOUR FLIGHT BBO031 B25 15:45 FLIGHT DELAY TO 16:05

14 Accelerated demo Real-time information about passenger location and movement Progress through (flow) through key airport zones to the gate Operators developed an intuitive feel of passenger movement and behavior Direct passenger response to a message Take control of passenger movement Measure service times, waiting times Measure retail presence and time, correlation with retail data

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28 The passenger response 85% confirmed card s ease of use and information relevance 75% valued convenience of having information in-hand 85% would use a Paxflow card again 95% valued card if able to deliver secure communications, faster service and access to priority services (demand from Business)

29 The passenger response 70% used their card for the retail offer 60% agreed to further GVA contact Few passengers raised concerns regarding privacy, or about carrying the card

30 The retail response High sales penetration impact 200% increase of personal sales ratio for business travelers Opportunity to generate a face to face sale Opportunity to better target the passenger profile Development of customer loyalty, favor to specific customer type

31 Other key project successes Successful demonstration of the business and operational functionality Scope, objectives and targets met as defined Good acceptance from the pilot partners (Flybaboo, Swissport & Nuance Trading) High level of passenger acceptance and high demand for special services and facilitation opening new horizons for Paxflow system as facilitator for airport, user services

32 Next steps Pilot phase 2 : autumn 2008 Frequent users Larger scale aircrafts, flights

33 Next step Definition of a business model to use Paxflow as the backbone of an airport frequent user program Mid of 2009 Link to airport information system Link to check-in systems Biometry (security, immigration) Parking reservation Other exclusive airport services Affiliated partner services

34 In Summary Wireless technology in passenger management? Innovative technologies as business solution Focus on passenger service and satisfaction Cost efficiencies Marketing and revenue generation Improved security compliance

35 Thank you! Paxflow Geneva International Airport