Enabling African Airlines Service Excellence. Keynote Address Paul Steele Corporate Secretary SVP Member and External Relations IATA

Enabling African Airlines Service Excellence Keynote Address Paul Steele Corporate Secretary SVP Member and External Relations IATA

Enabling African Airline Service Excellence

Our global support for employment and economic activity

Introducing the scope of global aviation

Every day

Aviation benefits in Africa

Growth in aviation fuels growth in jobs and opportunities worldwide

Passengers by region and global growth

Passengers by region and global growth

Aviation, supporting global trade

Getting you on holiday and providing jobs

World Economic Forum, Travel and Tourism Competitiveness Index 2017 Global Ranking* South Africa 53 Namibia 82 Botswana 85 Zambia 108 Zimbabwe 114 Mozambique 122 Malawi 123 Lesotho 128 * Ranking from 136 countries

BLOCKED FUNDS Zimbabwe $136 million Angola $123 million Sudan $134 million Ethiopia $52 million Eritrea $72 million

Jet Hull Loss Rate in Africa As at 31 st December 2017 0.00 in 2017 0.00 in 2016 2.21 in 2012-2016

IATA Standard Safety Assessment (ISSA) Implementation Training

IATF IOSA Implementation Training Initiative IOSA

IATF Training Collaborations

Digital Transformation

Future of the airline industry by 2035 Change drivers Society Technologies Environment Economy Politics IATA 2017 Survey: Future of the airline in 2035, conducted by School of International Futures (SOIF) 24

From legacy processes to electronic and digital transformation in airline distribution and finance Booking Ticketing Payment Check-in Boarding Pass Supply chain invoicing Legacy process Paper Ticket Plastic cards Paper Boarding Pass Paper invoice Electronic E-Ticket E-wallets Mobile Boarding Pass E-invoicing Digital No ticket ONE Order No cards Open banking No check-in One ID No invoice Digital Finance Infrastructure Travel Blockchain Travel Blockchain Travel Blockchain Travel Blockchain Travel Blockchain

What about digital transformation in Africa? Highlight: Africa is the world leading region for mobile payments Benefits: value to customers and internal efficiencies Customer expectations: similar to other regions Collaboration: within value chain required, including regulators, as in other regions Call to action : African airlines need to develop their digital strategies

2018 Highlights 28

WORLD OF INTERACTIVE DATA SEAMLESS JOURNEY TRANSFORMING AIRPORT AIRCRAFT EXPERIENCE

SEAMLESS JOURNEY USUAL Methods for booking flights: WAY IS THE BEST On airline websites Through a travel agent website (e.g. Expedia, etc.) Through my company travel department / travel management company On airline apps on my mobile phone or tablet 14 % 14 % 12 % 41 % By calling a travel agent 9 % In person at a physical travel agency 6 % Through the airline call center 2 % Through social media (e.g. Facebook, Weibo, Wechat, etc.) 1 %

SEAMLESS JOURNEY EFFICIENCY IS THE KEY According to 64% of passengers, an efficient queuing process will most improve the boarding experience

SEAMLESS JOURNEY BAG TRACKING IS A MUST Preferred options for bag handling services: Track your bag throughout your journey 56% Have your bag picked up from home and delivered to the airport 15% Drop off your bag at a location other than the airport 13%

WORLD OF INTERACTIVE DATA WHAT S Flight status 82 % GOING ON WITH MY JOURNEY? Baggage information and wait time for delivery 49 % Wait time at security/border control 46 % Regulations and requirements 45 % Information regarding time/distance to gate 43 % Wait time at arrival customs 39 % Enhanced airport services 38 % Destination related information 25 % Airline products and services to purchase during the trip 19 %

TRANSFORMING AIRPORT DIGITAL INNOVATION AT BORDERS Satisfaction with e-gates: Overall experience 74% Faster than regular immigration kiosk 72% Intuitive 65% Enhances security 53%

CONNECTIVITY

The challenge to fill in the gaps Source: SRS Analyser, IATA Economics November, 2015

The Single Africa Air Transport Market ( SAATM ) Benin Burkina Faso Botswana Capo Verde Central African Republic Republic of Congo Cote d Ivoire Chad Egypt Ethiopia Gabon Gambia Ghana Guinea Kenya Liberia Mali Mozambique Niger Nigeria Rwanda Sierra Leone South Africa Swaziland Togo Zimbabwe

Why is it so hard for Africans to visit other African countries? By Larry Madowo BBC Africa Business Editor 8 October 2018 Image copyright Getty Images Many African travellers say visas and transport on the continent are too complex and expensive Africa's richest man Aliko Dangote has said he needs 38 visas to travel within the continent on his Nigerian passport. Many European nationals, meanwhile, waltz into most Africans countries visa-free.

Ndalumba Kapati!