Expediting the Customer Travel Experience IAAE FOAM CONFERENCE 14 MAY 2013
Air New Zealand - Self Service Check-in
Qantas - Q-card & Q Bag Tag RFID enabled Frequent Flyer Card Q-card RFID enabled Permanent Bag Tags Q Bag Tag Premium Frequent Flyers issued with Next Generation Check-in launch kit
Qantas - Q-card & Q Bag Tag Automated check-in using RFID enabled Q-Card Rapid bag drop using Q-Bag Tags Dedicated service option
Qantas - Before
Qantas - After
Benchmarking: Qantas - Direct Visibility
Qantas - Straight Line Progression Q
Qantas - Intuitive - Kiosk Q
Qantas - Automated Bag Drop
Qantas Heathrow International Airport
Emirates - Self Service Check-in Emirates offers a Full Self-check-in service in Dubai Airport T3. These kiosks are a 1 stop check-in and bag drop processing unit.
Schiphol Airport Bag Drop Amsterdam Airport Schiphol was one of the pioneers of the bag drop process, initially adopting it in 2008 and since then, following a successful trial period alongside KLM. In February 2012, a total of 12 new units will be installed in Terminal 2 for KLM and SkyTeam partners.
Schiphol Airport - Bag Drop Scan Passport/Boarding pass to verify identity Weigh bag on bag drop note overweight baggage must be dropped at conventional counters Tag bag at machine
Billund Airport Print-at-Home Baggage Tags Billund Airport became the world s first airport to let passengers print their own baggage tags at home, officially launching the concept in October 2012.
Halifax Airport Common Use Self Service Anticipated Outcomes: 14 carriers operating in check-in hall Common use backbone operated by Airport Active on all sectors of travel Very intuitive High acceptance rate No queues at peak period The Process: Kiosks print boarding passes and non-active tags Passengers self tag bags, high acceptance due to simplified tag Passengers drop bags on (short) conveyor section or automated bag drop Tags validated manually or via automated bag drop unit
Halifax Airport Common Use Self Service OVERSIZE BAGGAGE 2 ROAMING AGENT Provides direction at baggage drop` FLOW THROUGH COUNTER Conventional process with queue prior to accessing the full service flow through counter To Security ` ` Passengers without baggage move directly to security check Departing Pax 1 ` BAGGAGE DROP Automated or agent assisted the bag drops allow the passenger to self drop their bags. A feeder belt electronically activates the bag tag at induction. Uses existing baggage conveyor AGENT ASSISTANCE These podiums allow an agent to monitor the kiosks and provide assistance as needed. CHECK-IN KIOSKS Passengers use kiosks to obtain boarding pass and bag tags. If unable or unsuccessful passengers are directed to a flow through counter
Montreal Airport Self Service Baggage Drop, Pilot Program Kiosk Boarding Pass & Bag Tags Drop 1 Baggage Information collected electronically 3 Passenger activates/ drops bag w/ agent overview 2
Pre-Board Screening
Nodal Retail / Call to Gate
Nodal Retail / Call to Gate
Pre-Boarding Lounges
Initial Concept REQUIREMENTS Kiosk Bag Drop Security Boarding Valid boarding pass & bag tags issued to valid pax Valid pax presents bags with valid tags Scan boarding pass Pass Security Valid pax boards correct aircraft associated with bags PASSENGER Scan passport Obtain boarding pass Print bag tags Self-tag bags Scan boarding pass Drop bags Boarding pass scan Cleared to board AIRLINE Issue boarding pass Issue bag tags Obtain API etc. Accept bags Security clearance Scan boarding pass Clear pax to board Pax-bag reconciliation
The Note So Rapid Transfer
Rapid Transit Biometric Passports Smart Cards Automated Entry Gates Priority Boarding Priority Baggage
Rapid Transfer
Baggage Services AA offers baggage delivery Service
Baggage Services
Social Media 2012 SITA Passenger Self Service Survey
Apps
Airport IT Trends
Retail Tesco and Eye launch virtual grocery store at London Gatwick Airport North
Food & Beverage
Food & Beverage
Food & Beverage/Branding Dubai Airport Opens Heineken Lounge First Ever Peugeot Airport Lounge Opens in Malaysia
Entertainment
Mobile Agents
Virtual Agents
Local Branding
Unique Branding
Objectives 1. Maximum self-service 2. Maximum automation 3. Minimum processing time 4. Minimum processing touch-points 5. Intuitive passenger experience ease of use 6. High resilience and reliability, fail safe, back-up 7. Security and regulatory compliance 8. Fully common use 9. Minimum (or no?) customisation of process available to airlines 10. IATA CUSS standard compliant 11. Customer assistance 12. Scalability, flexibility 13. Not reliant on procurement from a single vendor(s) 14. Cost
RECENT PROJECTS Adelaide Airport Landside Precinct and Plaza
RECENT PROJECTS Adelaide Airport Landside Precinct and Plaza
RECENT PROJECTS Calgary Airport Master and Terminal Planning
RECENT PROJECTS Durban Airport - Master and Terminal Planning
RECENT PROJECTS Brussels Airport, Connector Building
RECENT PROJECTS Sydney Airport Alliance Terminal Concept
Thank You Kerr Lammie Principal Airbiz klammie@airbiz.aero