Smarter Travelers Seamless self-service travel experiences

Transcription

1 Smarter Travelers Seamless self-service travel experiences Tuesday 30 August By: Jamie Partington & George Fenergi

2 2 Introduction

3 Self Service at every step 92% passengers would book their travel Flight with self-service technologies* 91% passengers who use self-service tech to check-in will do so again and again* 60 The Passenger Journey seconds or less are needed to drop off bags 36% Self-boarding passengers see the security checkpoint as their number one travel pain point** gates can reduce the number of agents required by 50% BagJourney helps airlines to comply with IATA s resolution 95% OF ALL INTERNATIONAL DESTINATIONS ARE COVERED BY SITA S EXTENSIVE NETWORK 89% 753 travelers are satisfied with automated immigration gates**** Up to 7 travelers per minute can be processed through a SITA automated biometric gate 33% airports will offer self-service lost baggage registration by 2018*** WorldTracer is the No.1 baggage tracing network and is used at over 2,800 airport locations BOOKING CHECK-IN BAG DROP SECURITY BOARDING IN-FLIGHT TRANSFER BORDER CONTROL BAG CLAIM 3 E-Commerce itravel Day of Travel Airport App itravel AirportConnect Kiosk Passenger icheck SITA Smart Path Passenger icheck SITA BagDrop SITA Smart Path Airport Self-Service Gates Airport ivalidate SITA Smart Path itravel Airport Self-Service Gates SITA Smart Path Bag Journey AirportConnect Kiosk BagJourney Day of Travel Airport App *SITA Passenger IT Trends survey 2016 ** SITA Passenger IT Trends survey 2015 ***SITA Baggage Report 2016 **** IATA Global Passenger Survey 2015 iborders BorderAutomation ABCKiosks and ABCGates SITA Smart Path Day of Travel Airport App WorldTracer Kiosk

4 Before getting to the airport Booking 4

5 Before getting to the airport Manage My Booking 5

6 Before getting to the airport Purchase some ancillary services 6

7 Before getting to the airport Redeem some Loyalty Points 7

8 Before getting to the airport Check-in online / mobile 8

9 At the airport IATA s Fast Travel Programme is aligned to the growing demand for more self-service 9

10 SITA S SELF-SERVICE PORTFOLIO 160 CUSS Sites kiosks In

11 SITA S SELF-SERVICE PORTFOLIO All integrated through SITA s AirportConnect Open (CUPPS) platform 11

12 Getting more passengers on Self Service Technology Infrastructure People Transforming landside operations

13 CHECK-IN PROCESS OPTIONS Check-in Bag tag Bag drop CUSS Kiosk Printed from Kiosk Self-Service Web C/I Printed at home Agent assisted Mobile C/I Printed at Bag Drop Permanent 13

14 Trending - Kiosks for things Check-In Self Bag Tagging Information Rebooking Way finding Upselling/Shopping Etc.

15 SELF SERVICE KIOSK - NEW KEY OBJECTIVES Transform the kiosk into a Point of Sale, driving airline (airport revenues) by selling Tickets, Upgrades, Bags, Spend Miles, a position to print Bag Tags Take away time spent at the baggage belt Decrease queues Increase Airport throughput a position to manage Passenger Identity

16 NEXT GEN KIOSK FUNCTIONALITY NOT JUST ANY KIOSK. Standard functionality based on the CUSS standards Larger 19 multi-touch screen Space for dual bag tag Payment device + SITA s Common Use Payment solution New hoodless passport scanner But also... NFC functionality for payment, boarding passes Video / audio Lighting (guiding, branding & assistance) RFID for passports Flexible branding Ready for deaf / blind interaction Meet ADA/DOT standards Remotely managed (ex. stock refill & hw failure)

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18 THE ONE-STEP PROCESS Passengers will do the following tasks at the Self BagDrop unit: Identify themselves Choose a seat Buy ancillary services if available Print their boarding pass Print their bag tag Attach the tag to their bag Position the bag on the conveyor belt Inject their bag 18

19 THE TWO-STEP PROCESS Passengers will do the following tasks at the Kiosk Identify themselves Choose a seat Buy ancillary services if available Print their boarding pass Print their bag tag Attach the tag to their bag at the BagDrop unit Identify themselves Position the bag on the conveyor belt Inject their bag

20 THE 1.5 STEP PROCESS Passengers should be already checked-in and have their boarding pass At the Self BagDrop unit: Identify themselves Print their bag tag Attach the tag to their bag Position the bag on the conveyor belt Inject their bag 20

21 Scan&Fly RETRO-FIT Using existing infrastructure Drop&Fly NEW - FIT Replacing existing infrastructure Modular and fully customizable A truly end-to-end bag drop solution beyond hard and software Flow management and monitoring Training for ground agents, signage, instruction videos and more 21

22 Existing airport check-in desk Over the belt BagDrop In front of desk kiosk 22

23 TRANSFORMING A NEW TERMINAL Existing airport check-in desk Dedicated bag drop Dual-desk bag drop 23

24 AIRPORT ivalidate It addresses the security issues related to the web and mobile check-in boarding passes... Displays the contents of a 2D BCBP Integrates automated gates (egates) Supports handheld terminals (HHTs) Supports agent manned workstations Detects duplicate boarding passes Integrates with AODB/FIDS system Validates departure airport Extends the APC CUPPS platform Validates flight number Validates departure time/date Validates departure terminal/gate Validates BCBPs against airline DCS

25 Self Service BP validation

26 Self Service Boarding Gates Self Boarding speeds boarding The boarding process is quicker and ground handling can take measures in case of missing passengers earlier Staff can focus more on other tasks like excess hand luggage, security Reduced risk of delay and shorter gate occupancy time But challenges with requirements for ID-check

27 On Arrival - Bag Recovery WorldTracer Kiosk Does for lost baggage what CUSS kiosks have done for passenger check-in Use baggage claim agents to assist passengers with complex issues Use kiosks to assist passengers with simple issues Improves passengers overall experience at the airport In special stress situation passengers do not have to wait long time just to get to an agent Reduces the requirement for skilled staff on duty

28 28 Thank You