Transforming Passenger Processing Through Self Service Sam Munda Sales Director, Sub-Sahara Africa ACI AFRICA ABUJA 17 Sep 2010
Agenda Market Overview SITA Self Service Portfolio Conclusions What is the status in Africa?
Self-Service Check-in (2009 Airline IT Trends survey) Strong growth in online and mobile usage is anticipated Passengers use of check-in Base: All respondents answering - passenger weighted) Currently By 2012 Web check in Kiosk check-in Online check-in via mobile (cell) phone 32.8% 61.4% Implementation plans for self-service (Base: All respondents answering - unweighted) 25% 31.2% 14.5% 13.6% 21.4% 11.6% Agent Internet Kiosk Mobile phone 51% 60% 25% 27% 10% 5% 34% 22% 20% Already done By 2010 By 2012 No plans 2.1% 8% 14% Around a third of the check-in transactions are now performed through self-service channels This figure is expected to double in the next three years, with web check-in leading the way The number of airlines with web capability is currently 60%: forecast to rise to 92% by 2012 Kiosk capability is forecast to rise from a 51% adoption level to 86% in the same timeframe. Mobile phone check-in implementations are expected to rise from 25% today to 80% by 2012 By 2012, up to 12% of all check-in transactions may be via mobile phones (up from 2% today)
Passenger Self-Service (2009 Airline IT Trends survey) Self-service is evolving with new functionality Implementation plans for additional self-service options (Base: All respondents answering - unweighted) Print bag-tag at kiosk 13% 30% 20% 37% Focus on self-service is further increasing while more established technologies, such as kiosks, are evolving in functionality Flight transfer kiosk 9% 20% 21% 49% Kiosk to report lost baggage Automated boarding gate 3% 8% 13% 11% 25% 22% 59% 58% Airlines are now considering enriching and expanding their self-service capabilities beyond check-in Kiosk for disruption management Unassisted bag drop locations 6% 5% 12% 17% 23% 58% 14% 65% Already done By 2010 By 2012 No plans Most popular new functionalities are: Bag-tag printing 63% of airlines say they will have implemented by 2012 Flight transfers kiosk. 51% plan to have implemented by 2012
Passenger Mobility (2009 Airline IT Trends survey) Airlines show ambition to accelerate the use of mobile services by passengers Mobile based services to passengers (Base: All respondents answering - unweighted) Notifications about flight status & delays 38% 42% 8% 12% Mobile services to passengers will complement existing self-service options such as check-in Automated access control to lounges (leveraging BCBP) Send Bar Coded Boarding Pass to mobile phone 8% 7% 26% 24% 22% 24% 41% 46% By 2010, 80% of airlines are planning to provide Notification about flight status and delays (up from currently 38%) % of total number of boarding passes sent to mobiles (Base: All respondents answering - passenger weighted) Currently By 2012 Already done By end of 2010 By end of 2012 No plans 3.0% 13.4% Airlines plan rapid increase of electronic Bar Coded Boarding Passes (BCBP) on mobile devices by 2012 54% of airlines plan to send BCBP passes to mobile phones 13.4% of passengers use electronic BCBP on their mobile phones by 2012 up from 3% today Over half of the respondents are also considering the use of BCBP on mobiles for lounge access
SITA Self Service Portfolio Passenger process Baggage process Kiosk Mobile check-in Self-Boarding Baggage drop Baggage Tracing
PassengerFastcheck Utilize the IATA standard CUSS kiosk Kiosk check-in Intuitive and simple SITA DCS APIS including APP/AQQ Seat selection and FQTV registration Boarding pass print
PassengerWeb Check-in Passenger to check-in from anywhere : home, office, poolside, etc Web check-in Intuitive and simple SITA DCS APIS including APP/AQQ Seat selection and FQTV registration Boarding pass or Confirmation print Mobile Boarding Pass option
Web to Mobile Render boarding pass without a printer and allow paperless boarding
PassengerMobile Check-in Anywhere on-the-go check-in Complex passenger bookings APIS Flights soon SSR not yet Thru Check-in FQTV update Seat change, seat map functionality dependent on device type Boarding pass as link in SMS or email
PassengerBagdrop process
PassengerBagdrop - Features & benefits Feature: user interface (GUI) optimized for bag drop-off Benefit: speeds passengers through the queue and reduces the number of counters required Feature: GUI is the same for all supported airlines Benefit: reduces agent training requirements Benefit: simplifies complexity of agent work schedules Feature: supports multiple airlines at a single counter Benefit: lower costs for ground handlers and airlines Benefit: with fewer counters, airports can postpone expensive new terminal construction
WorldTracer Kiosk Self-service baggage recovery option which empowers passengers to report their own delayed bag by scanning the bar code on their luggage tag. Saves passengers time since they can report lost bags via the kiosk instead of waiting for an agent. Free up valuable floor space Allows employees to focus on more complex passenger issues
Conclusions Self Service usage is here to stay and growing Reduce congestion in the terminal by moving check-in off site Process the passenger (and bags) before they arrive at the terminal Use Kiosks, Internet and Mobile Airports can then focus on serving the passengers during dwell time Airlines can review their lease space needs SITA offers end-to-end solutions for both airports and airlines
What is the status in Africa? CUSS Kiosks at Airports Existing Airports: South Africa, Ethiopia, Tanzania Planned Airports: Kenya, Ghana, Morocco, Nigeria.. African Airlines using Web and Kiosk Check-in Existing: SAA, Kenya Airways, Air Namibia, Air Mauritius. Planned: Several including Nigerian airlines In Africa, the mobile phone in particular presents vast possibilities for the future African airports and airlines need to embrace the new technologies in order to increase capacity, reduce costs, increase efficiencies, improve customer service and enhance sources for new revenues