Airport IT Are you ready for the future
Life was simple
Trends Affecting Airports in the next 20 years It s all about me! I can travel the world (virtually) I am the new (middle class) passenger Shifting East We are lucky to be in a growing industry Changing commercial and business models Easing the security pain
It s all about me! The ability for the me-centric passengers mobile devices to communicate with other computers, kiosks, smart devices and sensors to enable seamless, safe and secure interactions, transactions (including financial) Consistent, simple, uniform interfaces so the me-centric passenger can switch between devices and have the option of speaking with a virtual agent from any point in the airport One type of network with 100% reliability, not several like in today s airports (cellular, ISP, cable, etc.) to keep the mecentric passenger connected
I can travel the world (virtually) Although the passenger mix might change, it is important to remember that the aviation industry will continue to grow so airports, airlines and all stakeholders must not reduce but rather adjust their offerings to accommodate the leisure passengers needs In order to retain the business passenger that is not travelling on an airplane, and because irregular operations impacting flights cannot be avoided, the airport will look to offer video and telepresence and business facilities (either on airport or adjacent to the airport
I am the new (middle class) passenger The growth of the middle class with its additional discretionary money to spend on pleasure and entertainment means that they will be open to new travel experiences. The new middle class may be led by Generation Y, however the fact that today s population is living longer also means that there will be more seniors (older than 60 years) traveling, number of persons aged 60 or over is expected to triple; that of persons aged 80 or over (the oldest old ) is projected to increase four-fold by 2050
Shifting East the shift in GDP power to the East will be the need for new or additional space at existing airports to accommodate growth, new air service routes, and accommodating additional language and cultural needs of passengers from other countries The economic growth of a region will have major impacts on the airlines that serve them, not only in their route structure but also the quantities and types of aircraft flown, as well as services on board
We are lucky to be in a growing industry By 2025 it is predicted that the legacy networks of navigation aids and traffic control methods will be replaced by satellite technology, digital datalinks, and all weather operations. This will be possible through the successful implementation of Europe s SESAR and the US s NextGen air traffic management systems. Airports to invest over the next five years in intelligent networks, business intelligence applications, ubiquitous systems with high levels of computational power to provide the necessary intelligent automation (and data integration) as well as the fixed and mobile devices to run them.
Changing commercial and business models One way to ensure revenue diversification and reduce the dependency on aeronautical revenue is for an airport to expand its boundaries (physical or virtual) into other retail and commercial businesses. While the majority of aviation experts agree that government restrictions on airport spending, funding, etc. must be reduced, there is no one clear, preferred business model, i.e. privatized, semi-private, Public Private Ownership (PPO), or quasi government.
Easing the security pain The new passenger security systems to be in place by 2020 will take a layered approach starting with the information provided at the time of flight reservations and visa applications. Many aviation experts comment on how sensors will be more widely used to collect security information automatically in an effort to make the security process more seamless and painless for the passenger.
Vision for the Intelligent Airport
what if you could increase your slot capacity by accurately predicting arrival and departure times, tracking aircraft and sending alerts about potential disruptions?
what if you could proactively improve on-time performance by allocating staff in real-time via their mobile devices?!
what if you could improve your customer service levels by reducing mishandled bags with real-time tracking of luggage going through your airport?
what if your passengers had an end-to-end self-service experience removing any human intervention throughout the entire journey?
what if you could improve your operational passenger flow and target retail based on actual passenger traffic flows through your airport, not just through simulations?
what if your passengers could reserve a parking slot in advance, navigate to it via their mobile phone, and then tag their parking location to navigate back easily on their return? Your flight is ON TIME (16:45) Tag parking location? Cancel OK
what if $ $ $ in-flight delivery Ms. Drayton BA721 to LHR confirm your passengers could pre-purchase duty-free items on their mobile and have them delivered directly to them on the plane?
The time is now 3 key trends are coming together Mobility Self-Service Collaborative Tools
MOBILITY is a game changer Mobility Self-Service Collaborative Tools $ % Declining smart phone prices 66% of US business passengers carry smart phones 70% of airports plan to offer mobile services by 2013 4G/Wifi will provide permanent connectivity Context-enriched apps will be expected Paperless travel Personalized journey One-to-one CRM/marketing Real-time information Reduced congestion/delays Sources: SITA PSS Survey / SITA Airport IT Trends Survey
SELF-SERVICE is becoming omnipresent Mobility Self-Service Collaborative Tools % 71% passengers already use self check-in kiosks Self bag-drop Self-boarding Biometrics-enabled ID management SmartCards, epassports Simpler passenger journey Faster and more secure border processing Ancillary revenues Reduced operational costs Sources: SITA PSS Survey
So what is an Intelligent Airport? Aircraft Workforce Passengers Baggage Runways Vehicles Common situational awareness of key assets and resources Collaboration with stakeholders sharing real-time data about operational activities Business intelligence for better forecasting and predictions Personalized passenger journey
More work is required to achieve the Intelligent Airport vision!!!! Fragmented systems Disparate processes Lack of communications Lack of visibility on airport assets Operational inefficiencies due to lack of situational awareness
What's in it for you? Improved productivity and efficiency Enhanced passenger satisfaction New revenue streams Reduced operational costs
CPH screenshots Augmented Reality Restaurants
CPH screenshots Augmented Reality Shopping
CPH Dashboard Passenger flows analysis
Digital airport Technology platform to enable process optimization Delivering personal and context aware services Integrated & Collaborative Enabling mobility Digitally flexing facility space and resources
Impact on Airport Design and Operation Terminal efficiency increases significantly Airports become shared passenger flow rather than airline specific passenger flow Airports need less lobby space for passenger processes Airports use space for retail and entertainment rather then queuing and processing Airport space used more for business and social interaction
Electronic Flight Bag (EFB) An EFB is an electronic information management device that helps flight crews manage the information sent/received over these new communication protocols Aircraft can now benefit from modern IP & 3G communications protocols to become a mobile extension of the airlines LAN/WAN Feb 2011 Copyright SITA INC 2011
) Airlines are suffering from paper based operational processes Techlog example for UK based airline The Airline has 200 aircraft each flying at least 4 sectors a day..800 technical logs that have 4 copies each: 1 for the aircraft (in the book in the aircraft), 1 for the flight folder, 1 to be left with the ground handler & 1 for the maintenance team Traditional Paper Distribution Model In a week, that means the Airline has to process (manually) 5,600 techlogs that have to make their way to various system including the Maintenance System so that the maintenance view of the fleet can be up to date 0 0 ) -- Feb 2011 Copyright SITA INC 2011 Grnd Hand Flight Folder Maint. Team
Next stage for passenger self-service: e-gates Less than 10% of airports have e-gates today 1 in 4 airports are planning to implement e-gate systems by 2013 Planned areas of e-gate usage for passengers: e-gate for boarding e-gate at passenger check points e-gate for access control e.g. lounges Significant regional differences
Passenger mobile services adoption 73% of airports plan to invest in mobile-based services for passengers Communication Processing Sales Notification of flight status Self-scanning of mobile devices at check-in Target passenger with retail Already done By end 2011 By end 2013 No plans
Social media for airports Airports and airlines are experimenting with social media integration Social media usage for flight information & operational updates Primary use today as an additional communication channel to passengers Other uses include: External Survey and focus groups Disruption and emergency updates Resolve customer service issues Offers & discounts (airlines/travel companies) Already done By end 2011 By end 2013 No plans