Passenger Experience Star Alliance Ambassadors Club Tuesday 18 th August 2015 Anne Carnall Fast Travel IATA 1
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Air Travel likely to double over next 20 years Liberal policies scenario Current policies Closing borders scenario Source: IATA Economics www.iata.org/pax-forecasts 6
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76% carry a smart phone 1bn smartphones sold each year Tablet market growth: over 50% a year 2bn people connected to internet through smartphone and tablet 5.2bn Mobile phone subscribers Source: SITA 2013 Passenger IT Trends Survey 8
Passenger Experience Departure 01 Pre-travel 02 Ticket Issuance 03 Check-in 04 Document Scanning 05 Authorisation To to proceed 06 Baggage processing 07 Immigration exit control Document Check Arrival 08 Security access 09 Security screening 10 Flight Re-booking 11 Boarding Flight 12 Immigration entry control 13 Baggage collection 14 Customs Transfer 10
FAST TRAVEL Vision: By 2020 80% of Global passengers will be offered a complete suite of self-service options 86% 25% 51% 66% 46% 24% Percentages shown as proportion of global passengers, updated 18/8/15 11
FAST TRAVEL Vision: By 2020 80% of Global passengers will be offered a complete suite of self-service options To offer Fast Travel need to implement 3 Mandatory projects + 1 Optional project 12
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03 Check-in Fast Travel / Check-in Project Criteria To validate a Check-In project, the airline must have implemented self-service check-in at the location, using at least one of the following four channels: Kiosks Online Mobile & Automated Supporting Projects and Materials CUSS (Common Use Self-Service) RP1706c CUSS CUSS Implementation Guide BCBP (Bar Coded Boarding Pass) Resolution 792 BCBP BCBP Implementation Guide 15
03 Check-in Fast Travel / Check-in What do passengers want? 2014 IATA Global Passenger Survey 16
Automated Check-in Objective Offer more convenience by removing the need for check-in from the front end passenger experience 17
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Passenger bag tag options Self Service Kiosk Home Printed (new) Electronic Tag (new) 19
Bags Ready-to-Go Criteria Self tagging must be complimented with a bag drop either dedicated, common use or self-service self-tagging + bag drop off = 20
Passengers want to self-tag. Majority (75%) would self-tag their bags with a printed or electronic bag tag 44% would use an electronic bag tag 80% would be interested in tracking their bags throughout their journey Source: IATA Global Passenger Survey 2014 21
Home Printed Bag Tag 22
Is it allowed? http://www.iata.org/whatwedo/stb/maps/pages/fast-travel-map.aspx 23
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Preference for proactive notifications in event of flight disruptions 75% of travelers want to be informed in the event of a flight disruption Less than 1 in 10 travelers would consult the airline or airport website 16% would turn to a smartphone app Preference for receiving notifications of changes to flights/travel 16% 1% 4% 4% 75% Consult airport website Receive text/email Other Consult airline website Information on smartphone app 25
Flight Re-Booking Fast Travel / Flight Re-Booking 26
10 Flight Re-Booking Fast Travel / Flight Re-Booking Self-service Delivery of Care & Assistance 27
Customer Contact The CTC-E,M,R SSRs were deployed by four GDSs (Amadeus, Abacus, Travelport and Sabre) and communicated to Agents and Airlines Amadeus plans to implement the CTC SSRs in the Amadeus Automated Customer Contact (AACC) product in 2015 28
Implementation status of the new industry standard by airlines 29
Airline policy for customer contacts 30
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Further Information Regional and Global Implementation Teams Contact us: fasttravel@iata.org International Air Transport Association www.iata.org Passenger http://www.iata.org/whatwedo/passenger/pages/index.aspx Fast Travel http://www.iata.org/whatwedo/passenger/fast-travel/pages/index.aspx 32