World Passenger Symposium 16-18 October 2012 I Abu Dhabi 1 09/28/12
Passenger Experience: Arrive Moderator: Lisa Angiolelli, Project Manager, Passenger Facilitation, IATA Speakers: Bert Wezenberg, Dep. Programme Director, Programme Identity Management and Immigration, Ministry of the Interior and Kingdom Relations in the Netherlands David Hosford, Manager of Baggage Performance, Delta Air Lines
Passenger Experience: Arrive 38 4 09/28/12
Passenger Experience: Arrive How to reduce waiting times and frustrations Departure 01 Pre-travel 02 Ticket Issuance 03 Check-in 04 Document Check 05 Authorization 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 4
Immigration Manual Border Control Automated Border Control 5
Airports with Automated Border Control http://www.iata.org/whatwedo/stb/maps/pages/passenger-facilitation.aspx 6
Immigration Process Automated Border control 7
Baggage Collection Last but important part of the process 8
Bag Recovery Solutions Bag recovery solution Improve delivery process Accelerate delivery of baggage Provide pro-active information to passengers Self-Service claim registration in case of mishandled bag 9
Identity Management and Immigration Bert Wezenberg Dep. Programme Director Ministry of the Interior and Kingdom Relations in the Netherlands 10 09/28/12
Dutch Programme Innovation Border Management Bert Wezenberg Dep. Programme Director Programme Directorate Identity Management and Immigration IATA World Passenger Symposium October 16-18
Vision document Innovation Border Management Improving Mobility for the low risk traveller Whilst Keeping at least the same quality of security 12 Programmadirectie IDMI
Vision document Innovation Border Management Focus on passenger perspective Simplifying the process flow with less hassle for the passenger Further growth for Amsterdam Schiphol Airport Implementing further measures in order to combat crime and illegal immigration Information Management and Automation More corporation between the agencies and more efficiency. Integrated approach public/private partnership 13 Programmadirectie IDMI
Projects Innovation Border Management No-Q: implementing Automated Border Crossing -Public Private Partnership Registered Traveller programmes for frequent travellers -Privium -Orange Lane -Flux Advance Passenger Information PARDEX (PAssenger Related Data EXchange) -Information System -National Information and Targeting Centre Borders -Risk based New legislation -Redefining borders 14 Programmadirectie IDMI
State of play improving mobility 2001 Introduction of Privium April 2009 Registered Traveller Programme for TCN (Orange Lane, FLUX) Voluntary Fee based; Vetting Smartcard met Iris; March 27, 2012 Introduction of ABC for Adult EEA citizens E-passport; Facial Recognition ABC on Departure and Arrival July 2012 ABC on Transfer 2013 ABC for alien residents with new e-document 2013 pilot ABC for Minors 15 Programmadirectie IDMI
State of play Increasing Safety (1) API December 2009 API directive implemented in operations: -2009: Started with KLM -January 2012: 28 risk routes -April 2013: 54 risk routes Legislation - March 2012: Policy Letter to Parliament -October 2012: regulation for larger set of data in Cabinet (compliant with WCO/IATA/ICAO) - Autumn 2012: Legislation (Passenger Act) for conclusions to Cabinet 16 Programmadirectie IDMI
State of play Increasing Safety (2) PARDEX system - January 2012: Project Start Architecture finished - October 2012: Tender strategy finished - December 2012: Tender documents ready for publishing National Information Targeting Centre Borders (NITCB) - January 2010: start of the API centre and continuously building capacity - Fall 2013: NITCB operational - Ongoing: from rule based to risk based: development of (scenarios) profiles 17 Programmadirectie IDMI
Use of Biometrics New alien documents including biometrics Implementation European Visa Information System Corporation with law enforcement authorities and the use of mobile verification of identity Development of a Public Key Infrastructure for travel documents and alien documents 18 Programmadirectie IDMI
Present state of play (Biometrics) October 2010: Implementation European Visa Information System in Northern Africa; January 2011: Public Key Infrastructure (PKI) for travel documents operational; May 2011: New alien documents with chip are issued (photograph) September 2011: Pilot blackberry with Mobile devices for verification of identity January 2012: PKI for alien documents operational May 2012: Fingerprints added in the chip May 2012: Visa system operational in Middle East Countries June 2012: Verification fingerprints at the Borders. 19 Programmadirectie IDMI
European Policy Share knowledge Share investments Share technology Smart borders Standardisation 20 Programmadirectie IDMI
Questions? 21 Programmadirectie IDMI
Bag Recovery David Hosford Manager of Baggage Performance, Delta Air Lines 22 09/28/12
Baggage Performance: Beyond MBR IATA WPS: AUH 2012
The MBR Performance Model Performance has historically been defined by MBR Industry wide improvement has resulted in a limited opportunity for a distinguished product relative to MBR Delta DOT MBR 10.00 2007 2008 2009 2010 2011 2012*** 8.00 7.60 6.00 5.02 72% 4.00 4.08 3.49 2.00 2.66 2.11 0.00 24
The Perception Battle MBR: Customer experience and perception of baggage performance is not entirely defined by MBR MBR: Limited opportunity to provide distinguished performance for HVCs MBR: In 2011 Delta handled app. 122 million pieces of baggage 25
Redefining the Arrival Experience Delta arrival process was identified as a significant gap in customer experience and industry rankings Shifting focus from MBR towards improving customer experience Key strategies to improving the arrival experience: 1. Deliver First bag with 20 minutes, last bag within 30 minutes. 2. Distinguish Priority handling for HVCs 3. Self Service Mobile Tracking, Proactive Notification, eclaim, Kiosks 26
Measuring Delivery Performance Metrics: What gets measured gets done! Established priority handling and delivery metrics Scanning and tracking: All terminating bags are scanned upon arrival Beyond metrics: Customer service surveys 27
Delivery Performance - Enabling Success Resource Utilization: Increased cycles to improve performance without increasing costs Facility Constraints: Eliminated physical barriers to performance Technology Integration: Internal applications, external applications Policy and Procedure: Baggage separation critical to BTC and PB performance Change Management: Focus on the customer 28
Service Recovery Mobile Apps: Transparency to tracking events and the impact on perception MBN: Proactively addressing service failures Self Service: Enabling self service options for service recovery 29
Thank You Questions & Answers 30 4 09/28/12 09/28/12
Giving Passengers Control Of Their Baggage Moderator: Andrew Price, Head of Baggage Services, IATA Panelists: Jim O Neil, Manager, Baggage Services, Star Alliance Rob Broere, VP - IT PSS and Passenger Experience, Emirates
Baggage Quality Program 32 09/28/12
BQP Objectives REDUCE MISHANDLING - Cost savings - Data quality IMPROVE EFFICIENCY - Better processes - Better passenger proposition ENABLING INNOVATION - Modern standard for baggage - Additional ancillary services 33 09/28/12
Reduce mishandling Key issues Missing data Lack of tracking Inability to turn data into action 34 09/28/12
Reduce mishandling 8.99/1000 in 2011 Having the data Knowing which bags need help Following standards Baggage mishandling at less than 4.5/1000 35 09/28/12
Improve efficiency Five key areas Check-in Security Manual handling Arrivals Transfers 36 09/28/12
Improve efficiency Sharing the data Measuring the operation Eliminating dual handling Simplifying processes Baggage efficiency increase of 20% 37 09/28/12
Enable innovation Key issues Baggage infrastructure is outdated Lag between passenger and baggage processes Barriers for innovations 38 09/28/12
Enable innovation Modern data infrastructure Business information not data Ease of integration Modern standard for baggage Enable additional ancillary services 39 09/28/12
BQP Objectives REDUCE MISHANDLING IMPROVE EFFICIENCY ENABLING INNOVATION Making the baggage world better 40 09/28/12
Thank you Any questions? Andrew Price Head of Baggage Services pricea@iata.org +41 22 770 2880 41 09/28/12
Networking Break 42 09/28/12
Technology To Support Our Customers Dream For Travel Moderator: Paul Behan, Head, Passenger Experience, IATA Speakers: Patricia Simillon, Head of Airlines Operations Strategy, Amadeus Jim Peters, CTO and Head of SITA Labs, SITA
Fast-forward customer experience Patricia SIMILLON Head of Airline operations Strategy Airline IT Amadeus
My ground experience by 2020 Dear Mrs. Simillon, your designated parking is at A27. Mrs. Simillon recognized
Moving to 2025-2030 Biologically embedded electronics Personal Technology Real-time language translation Eyewear embedded screen 5, 6 or 7 G phone
Moving to 2025-2030 Body language recognition Streamlining the Passenger Journey Touchable holograms Robotics and automated services NFC integrated into all travel documents
By 2025, there will be 50 billion connected devices enabling interactions with every object How people will search for travel will continue to evolve Data and integration of this data will be key Personalization of travel services will be the norm Mobile traveler services continue to evolve and drive new standards
Rethinking the Traveller experience starting now Post-travel Inspire Travel Create an Experience Shop Pre-travel Book
Search Evolution Landscape Uniform Personalized Virtual Keyword Tangible Semantic Answer Experience Reactive Textual Predictive Sensory rich 50
Evolution in the journey experience Departure Arrival Transfer 51
Shopping and gaming Shopping and gaming Departure Faster security lane Self-service Baggage drop 52
Remote bag drop & Remote Check-in 53 Outside of the airport services before boarding and after arrival
Shopping and gaming experience
Faster security lane Eye recognition Facial recognition Biometrics - DNA Biometrics signature heartbeat pattern
Transfer Mobile Payments 56 Interactive info
Interactive information Interactive computer displays for instant passenger support Geo-locate passengers via new technologies for solicited and unsolicited services 57
58 Mobile info
Payments NFC EMV Payment 59
Public Transport Private Transport Mobile Info Arrival Social Networking 60
Personalized services Expected driving time: 45 min Departure: T3 Nearest parking: P3 EST 61
Pre and post travel embedded Social Networking Listen to customer improvement ideas Communicate with passenger via social media in their language 62 Instantaneous customer feedback and correction
How do we get there? How can we attract more customers? How can we generate new revenues? Driving strategic direction Business Model shift to drive a customer centric service approach
How can we attract more customers? Changi 4D cinema experience Attracting airlines in turbulent times Malaysia Airports 64 Attracting more passengers Passenger focused innovation
How can we generate new revenues? Airline revenue sharing at Dallas Fort Worth airport Jet blue and Port Authority of NY Revenue sharing / Profit redistribution 65
From Chaos to collaboration Airlines Airports Ground handlers New partners
Thank you Download the whitepaper: www.amadeus.com/airportecosystem For more information contact: Patricia Simillon psmillon@amadeus.com 2012 Amadeus IT Group SA
Innovating for the Future: Strategic Technology Research at SITA Lab Jim Peters CTO - SITA
Looking Back at Information Technology Replacing Paper Automating Business Processes Communication & Collaboration The 90 s The 2000 s The 60-70 s The 80 s
Key Trends Ecosystem Passenger Social Big Data - Hadoop API s Cloud Apps & App Stores Developers Business Intelligence Staff Stuff
Passenger experience enhancement through NFC
Emerging Mobile Wallet/Payment Systems
Application Programming Interfaces or API s
THE MOBILE BOARDING PASS API ONE API = delivery of a boarding pass to all devices and mobile wallets SITA Managed Service: Mobile friendly RESTful API Customizable branding elements IATA and TSA compliant Support distribution via email, sms, mobile web, push, apps Supports Apple Passbook Roadmap to support Microsoft and Google mobile wallets and NFC 7 5
7 6
Tablets in the Cabin Process Optimization Opportunities!
Wearable Computing Google Glasses Video Analytics Augmented Reality Voice and Eye Control Custom Devices Bag Scanning Under the Wing Communications
Big Data and Business Intelligence Opportunities for Collaboration within the Airport Ecosystem Optimizing Operational Efficiency Ground Handler Air Traffic Control Airport Airline Passenger Traffic Security Parking Weather Customs and Immigration Retail
Summary The inter-linkage of the key trends is what is giving them such force in our lives Numerous opportunities to automate old business processes, enhance customer experiences, get more value out of data, but: They each bring with them their own set of Challenges! SITA Lab is meeting those challenges through prototyping and trialing new technologies. 80 2012 Air Transport IT Summit
Passenger Experience: The Customer s Own Vision Moderator: Paul Behan, Head, Passenger Experience, IATA Panelists: IATA Passenger Experience and Baggage Teams Technology Providers (Amadeus, SITA, NCR)