World Passenger Symposium 24 26 October 2017 Centro de Convenciones Internacional de Barcelona (CCIB) World Financial Symposium 2014 World Passenger Symposium 2017
Baggage, can you Handle it? Tracking World Financial Symposium 2014 World Passenger Symposium 2017
Baggage, can you Handle it? Tracking Baggage Tracking with RFID David Hosford, Manager Baggage Performance and Strategy, Delta Airlines World Financial Symposium 2014 World Passenger Symposium 2017
Top Tier Industry Performance DOT MBR 4.00 3.00 3.49 2.66 48% 2.00 2.10 2.19 2.30 2.08 1.81 1.00 2010 2011 2012 2013 2014 2015 2016
Investing in the Future DL handles nearly 120 million bags every year Generates nearly 2 billion tracking events annually Tracking events available in mobile application and on Delta.com Precision is critical to performance Automation required to ensure reliability and availability
Investing in RFID Initial RFID testing in late 2014 Invested $50M in RFID in 2016 Upgrading 3800 printers in 344 airports worldwide Deployed 4600 scanners Installed RFID readers on 1500 belt loaders in domestic operation Installed 600 pier and claim readers in top 84 airports Developed suite of applications to support exception management
Improving the Customer Experience Application upgrades to provide full visibility to the status of checked bags Leverage tracking data to change the perception of bag handling Enable dot on the map experience Proactive push notification of bag tracking events Proactive management of exception events during the bag journey
Improving Irregular Operations Focus on inventory management Exception management approach to reduce mishandlings Automation and infrastructure to ensure a consistent experience Passive scanning improves visibility RFID handheld applications quickly identify and locate at risk bags
Enabling Performance Record summer 2017 performance Reduced global injury rate by 21% Increased load/unload events by 51% Improved loading rate by 10% Reduced mishandling rates by 13% Reduced scanning/handling costs
Enabling Future Innovation IATA Resolution 753 IATA 1755 XML Messaging Integration with the BHS Future bag tags and self bag drop International airports/cute stations Cargo and mail handling
Baggage, can you Handle it? Tracking Baggage Tracking with Barcodes Mark Matthews, Director Customer Planning Operations, American Airlines World Financial Symposium 2014 World Passenger Symposium 2017
Baggage Tracking Mark Matthews, Director Customer Planning Operations
American Airlines, by the Numbers 2
American Airlines HUB Departures Team Members DFW 804 25,375 CLT 664 8,625 ORD 498 6,265 PHL 430 7,410 MIA 350 11,030 PHX 299 9,370 DCA 265 2,510 JFK & LGA 278 7,015 LAX 225 5,825
Dallas/Ft. Worth (DFW) 804 Daily Departures to 197 Destinations
Hub Bag Ops 65% of Bags Transfer 171 Gates 5 Terminals 5 Bag Handling Systems Bags Transferred via Tail-to-Tail Operation
Employee Experience Matters There is a simple principle to keep in mind, the customer experience will never exceed the employee experience. Meaning, the investment you make in your people has a direct payout with the customers walking through your doors. -Tony Bridwell, Author Simplify when Possible, Keep the Focus on the Customer Frontline Team Involvement in the Development of Policy & Automation Create Automation and Applications that the Frontline Team will Embrace Support Frontline Team as if they were your most important decision makers
Scan Bags Everywhere In 2016, AA began an ambitious plan to scan bags in hundreds of new locations. We called it MegaScanning and we set out to solve baggage tracking with brute force. 0.35 600K 0.30 500K 0.25 400K 0.20 300K 0.15 200K 0.10 100K 0.05 0.00
Real-Time Baggage DATA Baggage data is sourced from multiple locations and stored in an AA baggage database. AA Baggage Database
Impact on Employee Experience In doing so, we have provided our employees an unprecedented view into the baggage journey where they have more real-time information about baggage than ever before.
Team Member Impact No Detail is Too Small Displaying every possible tracking point and change in custody adds the necessary granularity to identify when an individual bag has lost its way.
Impact on Customer Experience CHECK-IN LOAD OFFLOAD TRANSFER PICK-UP TRANSFER DROP-OFF LOAD OFFLOAD BAGGAGE CLAIM We know that the additional scan information is impactful to our employees that are now using new tools that give them a real-time view of baggage. Customers are also using new tools that give them a real-time view of baggage.
The other part of Reso 753 Sharing baggage data with other carriers on an interline itinerary helps to ensure success in what is the most dangerous part of a baggage journey. Having this data to share with customers also helps to ease their mind through the process as well.
Customer Bag Notifications Launched in early 2017 Improves customer experience by moving the customer s mishandled baggage experience from reactive to proactive Notifies customers of a mishandling prior to arriving at the baggage carousel or waiting in line at a baggage office Notifications can be received by email, push, text, or voice calls 13
1 4 Notifications 3 Types of Notification Messages Early Notification Late Notification: with Delivery Late Notification: Go to the BSO Elevate the customer experience Proactive versus reactive Reduce lines at the BSOs Improve customer interaction with frontline employees
How It Works Customer is Notified Mobile Baggage Order (MBO) Form Bag is Delivered 1 5
Baggage Tracking: Impact on Airports Airport BRS Systems must provide the same level of detail that AA generates in order to create a consistent Customer Experience for AA Customers. Airport BRS System American Airlines BRS System Airline A Airline B Airline C Airline D Airline E American Airlines Customer AA IT Sys Weight & Balance Airline Partners
Capturing Even More Data Today, American Airlines is capturing data from Baggage Handling Systems, 3 rd party providers and thousands of handheld scanners deployed to all 350+ airports in the route system. The human factors always come into play. I must have missed a scan My battery died It slows down the process Our focus is now on improving efficiency through the use of passive scanning technology. There are several solutions that are available in the market today, and many others that are on the cutting edge of what s next.
Baggage, can you Handle it? Tracking Visualizing the Journey - How Tracking can Deliver Product Differentiation Rick Nagy Product Development Manager, Airport Operations, Alaska Airlines World Financial Symposium 2014 World Passenger Symposium 2017
Innovation in Baggage Rick Nagy October 24, 2017
Vision For Our Lobby Service Framework Mobile be where the customers are Technology helps increase personal connections Evolving employee roles Customer Focus Intuitive products and processes Reduce time and anxiety in the lobby Productivity/Cost Control Reduce lobby congestion Growth without increasing footprint 2016 Alaska Airlines - Confidential 2
Breaking it down 2016 Alaska Airlines - Confidential 4
Giving your bag a voice 2016 Alaska Airlines - Confidential 5
Mobilizing Teammates Gate Control Management Boarding Process Flight Guest Handling Information Seat Change Upgrades/Standby Lists Guest Check-in Assistance Flight Attendant Tools Maintenance Assignments Fleet Service Management 2016 Alaska Airlines - Confidential 7
Thank You Rick Nagy rick.nagy@alaskaair.com 2016 Alaska Airlines - Confidential
Baggage, can you Handle it? Tracking How is SITA Supporting 753? Caroline Camilli-Gay Program Manager, SITA World Financial Symposium 2014 World Passenger Symposium 2017
Baggage tracking: how can SITA help? By: Caroline Camilli-Gay 25 th October 2017
How can SITA help with 753? 2 World Passenger Symposium 2017 Baggage, can you handle it?
What s the big deal 4 B 66 M 600 >1M 3 World Passenger Symposium 2017 Baggage, can you handle it? for the industry
What s the big deal 178 M 1,150 k 280 for an airline in the world top 3 4 World Passenger Symposium 2017 Baggage, can you handle it?
What s the big deal 20 M 120 k 110 5 World Passenger Symposium 2017 Baggage, can you handle it? for a tier 2 airline
What is SITA footprint today? BPM.V/1LLHR.J/S/43S/120D32/ 30JUN/064212L.P/1DRUMMOND/PMR.F/KL1234/30JUN/ AMS.O/KL999/30JUN/J FK ENDBPM 3 B 21 M 443 7 World Passenger Symposium 2017 Baggage, can you handle it?
Baggage platform as the key for end to end tracking Reporting - Analytics - Alerts 3 rd party baggage syst. XML Central repository API Check-in Baggage loading Transfer Arrival 8 World Passenger Symposium 2017 Baggage, can you handle it?
Deploying 753 tracking in 7 days A real story 9 World Passenger Symposium 2017 Baggage, can you handle it?
A good story starts with a good place 10 World Passenger Symposium 2017 Baggage, can you handle it?
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Day 1 - Some preparation work Define scope Test tracking solution before network deployment Nassau Miami route Engage teams Buy hardware: Mobile phones MX-1000 devices Send BSMs to repository 13 World Passenger Symposium 2017 Baggage, can you handle it?
Day 2 Site Survey Miami Define the tracking points Survey connectivity 3G/4G or WiFi Define items of tracking: Loose bags Containers Bingo sheets Download mobile app Create users 14 World Passenger Symposium 2017 Baggage, can you handle it?
How do we create tracking locations? On the fly at the airport with a mobile printer Using pre-configured secured service ID As per baggage ops staff requirements Includes free text field Stickers are stuck where convenient 15 World Passenger Symposium 2017 Baggage, can you handle it?
Day 3 train the agents and start scanning in Miami It takes 1 hour for agents to be operational Application runs in 2 steps: 1. Scan a location code 2. Scan bags associated to this location 16 World Passenger Symposium 2017 Baggage, can you handle it?
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Day 4 and 5 Site survey and training in 2 nd airport Nassau 20 World Passenger Symposium 2017 Baggage, can you handle it?
Day 6 Go live and track bags end to end 21 World Passenger Symposium 2017 Baggage, can you handle it?
Day 6 Go live and track bags end to end 22 World Passenger Symposium 2017 Baggage, can you handle it?
And on the 7 th day 23 World Passenger Symposium 2017 Baggage, can you handle it?
In summary Number of tracking locations in use (both NAS & MIA) Number of daily flights being tracked 14 Number of trained operators 10 19 Average number of tracked bags daily 1,100 HAPPY CUSTOMER WILLING TO EXPAND TO THEIR FULL NETWORK 24 Baggage Program Steering Committee 12th Oct 2017
THANK YOU! 25 World Passenger Symposium 2017 Baggage, can you handle it?
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27 World Passenger Symposium 2017 Baggage, can you handle it? BACKUP SLIDES
Airport Pulse Baggage dashboard 28 World Passenger Symposium 2017 Baggage, can you handle it?
The following screens are from UA PoC. 29 World Passenger Symposium 2017 Baggage, can you handle it?
The following screens are from UA PoC. 30 World Passenger Symposium 2017 Baggage, can you handle it?