New Technologies and Digital Transformation of the Passenger Process in Airport Terminals

RELIABLE BUILDING OPERATION AT AIRPORTS Gateway Gardens at Frankfurt Airport Sept 27-28, 2018 New Technologies and Digital Transformation of the Passenger Process in Airport Terminals Jens Grabeleu Fraport AG Hosted by Partner Airports Partners

24 Hours at FRA 2

Traffic Figures 2017: 64 Mio. PAX 2018: 70 Mio.?! 3

Today`s Key Question and Content: Besides keeping the Facilities optimally running 24/7/365, how do new technologies and digitalisation support Terminal Management Operations at FRA in getting over 65 million passengers from landside to airside, vice versa, incl. transfer? EXAMPLES Selection Flow Mgmt. Navigation AI Robots.. 4

Core Processes of Terminal Management Passenger Process Monitoring/ Executing Regular Operation, e.g.: - Information Desk - Paging - E-Carts, Rentable WCH - Lost & Found - Baggage Carts, - Bus Shuttle - PRM etc. Facility Availability Operate and Maintain During Regular Operation e.g: - Construction Management - Maintenance & Repair - Cleaning etc. During Disruptions, e.g.: - Emergency Lift Rescue - Air Conditioning, - Lighting, - Moving Walkways etc. Execution of Measures IRREG Operation, e.g.: -Evacuations, Unattended Baggage - Violation of Airport Regs. - Ad- hoc Signage -Mobile Terminal Info - Backup Busses etc. Special Services Examples: - VIP, -Clinic - Communication Center -Gaming, Movie World etc. 5

Passenger Flow Management: Goals and Challenges Reduction of queues and waiting times Coordination of passenger flows Guarantee Minimum Connection Time Fulfillment of service levels Provision of passenger safety & operational continuity! Ensure safety, security and emergency routes 6

Passenger Flow Manager: Tasks Responsible for opening and staffing checkpoints Coordinates terminal staff / floor walkers Responsible for the diversion of Passenger flows Responsible for the diversion of inbound busses Maintains ongoing communication with stakeholders Updates passenger forecasts Monitors waiting times Documents relevant issues Monitors check points Prepares operation reports 7

Passenger Flow Management: IT-Support 1 2 Passenger forecast and analysis tool 3 Dynamic signage - Passenger counting and waiting time 4 6 Video management 5 Security lane assignment - Passenger flow database and reporting 8

Passenger Flow Management: IT-Support 1 2 Passenger forecast and analysis tool 3 Dynamic signage Passenger counting and waiting time 4 6 Video management 5 Security lane assignment - Passenger flow database and reporting 9

Passenger Counting and Waiting Time System Real time capture of passenger crossings & volumes based on a network of optical sensors at security screening & border control points 10

Passenger Counting and Waiting Time System Newest development: Full insight of check points with automatic and multiple queue detection 11

Passenger Counting and Waiting Time System is implemented at 29 Check Points T1/T2 (40% border control, 60% security control) consists of about 300 sensors, a calculation unit and server, and interfaces to clients 12

Passenger Flow Management: IT-Support 1 2 Passenger forecast and analysis tool 3 Dynamic signage - Passenger counting and waiting time 4 6 Video management 5 Security lane assignment - Passenger flow database and reporting 13

Passenger Forecast and Analysis Tool Sensors Reliable determination of indicators to measure passenger behavior Active control of passenger flow based on the captured sensor data and forecasts (displays with dynamic signage) SENSORS Passenger flow control loop Forecast & Simulation (System PAARIS): Calculation of qualified and valid forecasts regarding incoming passenger numbers at control points (Planning/ Controlling) 14

Passenger Forecast and Analysis Tool Operational flight data base Ongoing: Calibration of Simulation Counting Data (BCBP, PAX-Z, Autopage) Real-time Simulation Passenger forecast Step 1: Data collection Step 2: Simulation Step 3: Display of situation Used for calculating qualified and valid forecasts of arriving passenger volumes at process points 15

Passenger forecast and analysis tool Actual Throughput Waiting time Number of security lanes (planned) Filling level Max. number of security lanes Forecast passenger numbers Actual passenger numbers (in- & outflow) Number of security lanes (open) Number of open security lanes (expected) 16

Passenger Flow Management: IT Support 1 2 Passenger forecast and analysis tool 3 Dynamic signage - Passenger counting and waiting time 4 6 Video management 5 Security lane assignment - Passenger flow and database 17

Dynamic Signage System Proactive diffusion of peak situations at process points 18

Dynamic Signage System Scenario based routing of passengers via dynamic signage About 100 dynamic signs in both terminals for managing passenger flows 19

Passenger Flow Management: IT Support 1 2 Passenger forecast and analysis tool 3 Dynamic signage - Passenger counting and waiting-time 4 6 Video management 5 Security lane assignment - Passenger flow and database 20

Passenger Flow System and Database PFS Tool: An intelligent linked application that offers efficient one-click solutions Initiating a passenger flow measure (e.g. rerouting) leads to update of passenger forecast entry in database / reporting tool adjustment of dynamic signage (still to come) 21

Passenger flow Management: IT Support 1 2 Passenger forecast and analysis tool 3 Dynamic signage - Passenger counting and waiting time 4 6 Video management 5 Security lane assignment - Passenger flow database and reporting 22

Security Lane Assignment System Passengers are assigned to the lane with the shortest queue fully automatic 23

6 6 3 3 5 5 3 3 4 4 3 3 3 3 10 PR I O UU 2 E C O Indication of the assigned lane by monitor and flashing LED light Real time measurement of filling level in queue 24

Security Lane Assignment System 6 6 5 5 4 4 3 3 10 PR I O 2 E C O Status of lane assignment and operational KPIs can be accessed via web interface in real time 25

Security Lane Assignment System 5 4 1 Newest installation of lane assignment at security checkpoint in Terminal 2 26

Passenger Flow Management: IT Support 1 2 Passenger forecast and analysis tool 3 Dynamic signage - Passenger counting and waiting time 4 6 Video management 5 Security lane assignment - Passenger flow and database 27

Video Management System 28

Indoor Navigation Beacon: Bluetooth sender Broadcasts Biometrie Signals in fixed time intervals App receives signals and calculates position 1800 Beacons (Terminals 1 & 2; all levels) Positioning, Indoor Navigation & Campaigns 2 9 29

Chat Bot AI based for convenient and quick access of flight information via Facebook Messenger Facebook Messenger is one of the most downloaded apps on Smartphones No download of additional airport app necessary On Boarding Menu Searching for a flight and getting updates Free text search for parking 30

Digital Assistant & Smart Home: Amazon Alexa Alexa, open Frankfurt Airport Alexa, ask Frankfurt Airport if Singapore Airlines 25 is on time Alexa, ask Frankfurt Airport for the gate of LH 400 Alexa, ask Frankfurt Airport for the arrival hall of Condor 2032?? Frankfurt Airport Skill designed to enable passengers and meeters & greeters, to access flight information in a convenient and hands free way (to be released in Q3/2018) 31

Hello FRAnny! First four week trial conducted in Q1/2018 of an innovative, social intelligent robot to show the potential of using robotics and speech (AI) to interact with passengers! 32

Service Robot FRAnny Goal: Exploration of customer acceptance, technological maturity & suitability for daily use of a service robot over four weeks in an airport environment FRAnny supports international passengers and provides flight-, service-, shopping- & restaurant information in German and English. Cooperation across business units and companies 33

Service Robot FRAnny - Results [RUBRIKENN AME]; [WERT]; [PROZENTSA TZ] Bad; [WERT]; [PROZENTSA TZ] How do you like FRAnny? Good; [WERT]; [PROZENTSA TZ] Wow that was great You re so cool Amazing Hello FRAnny, what is my Gate? 169 Conversations per day 11,357 Requests 19 Conversations per hour 34

Most Passengers asked FRAnny for Flight Information The cooperation on service robots and FRAnny will be continued! Next Steps: Improving level of maturity to reach the seriesproduction readiness & Identifying new Use Cases 35

By 2020, 80% of global passengers will be offered a complete selfservice suite based on IATA industry standards throughout their journey to provide better convenience and reduce queues 36

The next Step forward in the evolution of the passenger process paperless travel! Departure Check-in Boardingpass check Security checks Border control Documents Documents Documents Documents Doc Check/ Boarding Essential Drivers & Enablers for Change: Transfer De-boarding Documents Border control Customs Security checks Documents Boarding Biometrics ID-Mgmt. Data Protection Regulators Standards Arrival De-boarding Baggage claim Border control Customs Airline* Airport* Government* Government (optional)* Documents * Responsibility in Germany 37

Conclusion "It's not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change!" Charles Darwin 38

Fraport AG Frankfurt Airport Services Worldwide Dipl.-Ing. Jens Grabeleu VP IT Management Airside and Terminal Management, Corporate Safety & Security 60547 Frankfurt am Main, Germany Telephone +49 (0)69-6 90-73888 E-Mail: j.grabeleu@fraport.de <<http://www.fraport.com/>> 39