Expediting the Customer Experience IAAE FOAM CONFERENCE

14 MAY 2013 FAST TRAVEL CONCEPTS

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Air New Zealand - Self Service Check-in

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS - “Q-card” & “Q Bag Tag”

RFID enabled Frequent Flyer Card RFID enabled Permanent Bag Tags Premium Frequent Flyers issued with “Q-card” “Q Bag Tag” Next Generation Check-in launch kit

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Qantas - “Q-card” & “Q Bag Tag”

Automated check-in using RFID enabled Rapid bag drop using Dedicated service option “Q-Card” ”Q-Bag Tags”

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Qantas - Before

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Qantas - After

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Benchmarking: Qantas - Direct Visibility

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Q Qantas - Straight Line Progression

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Q Qantas - Intuitive - Kiosk

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Qantas - Automated Bag Drop

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Qantas – Heathrow International

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Emirates - Self Service Check-in

Emirates offers a Full Self-check-in service in Dubai Airport T3. These kiosks are a 1 stop check-in and bag drop processing unit.

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Schiphol Airport Bag Drop

Amsterdam Airport Schiphol was one of the pioneers of the bag drop process, initially adopting it in 2008 and since then, following a successful trial period alongside KLM. In February 2012, a total of 12 new units will be installed in Terminal 2 for KLM and SkyTeam partners.

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Schiphol Airport - Bag Drop

Scan / pass to verify identity Weigh bag on bag drop – note overweight Tag bag at machine must be dropped at conventional counters

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Billund Airport– Print-at-Home Baggage Tags

Billund Airport became the world’s first airport to let passengers print their own baggage tags at home, officially launching the concept in October 2012.

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Halifax Airport – Common Use Self Service Anticipated Outcomes: • 14 carriers operating in check-in hall • Common use backbone operated by Airport • Active on all sectors of travel • Very intuitive • High acceptance rate • No queues at peak period

The Process: • Kiosks print boarding passes and non-active tags • Passengers self tag bags, high acceptance due to simplified tag • Passengers drop bags on (short) conveyor section or automated bag drop • Tags validated manually or via automated bag drop unit

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Halifax Airport – Common Use Self Service

BAGGAGE DROP Automated or agent OVERSIZE assisted the bag drops BAGGAGE 2 allow the passenger to self drop their bags. A feeder

belt electronically

` activates the bag tag at ROAMING AGENT induction. Provides direction Uses existing baggage at baggage drop` conveyor

AGENT

FLOW THROUGH` ASSISTANCE COUNTER These podiums allow an Conventional agent to monitor the process with queue kiosks and provide

prior to accessing assistance as needed.

the full service ` flow through CHECK-IN KIOSKS counter 1 Passengers use kiosks to obtain and To Security bag tags. If unable or Passengers without unsuccessful passengers baggage move Departing are directed to a flow directly to security Pax through counter check EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Montreal Airport – Self Service Baggage Drop, Pilot Program

Kiosk Boarding Pass & Bag Tags Drop Baggage Information collected electronically

1 3

Passenger activates/ drops bag w/ agent overview

2

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Pre-Board Screening

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Nodal Retail / Call to

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Nodal Retail / Call to Gate

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Pre-Boarding Lounges

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Initial Concept

Kiosk Bag Drop Security Boarding

Valid boarding pass & Valid pax boards REQUIREMENTS Valid pax presents bags Scan boarding pass bag tags issued to valid correct aircraft with valid tags Pass Security pax associated with bags

PASSENGER Scan passport Obtain boarding pass Scan boarding pass Boarding pass scan Print bag tags Drop bags Cleared to board Self-tag bags Issue boarding pass Scan boarding pass Issue bag tags Accept bags Security clearance Clear pax to board Obtain API etc. Pax-bag reconciliation

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS The Note So Rapid Transfer

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Rapid Transit

• Biometric • Smart Cards • Automated Entry Gates • Priority Boarding • Priority Baggage

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Rapid Transfer

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Baggage Services

AA offers baggage delivery Service

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Baggage Services

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Social Media

2012 SITA Passenger Self Service Survey

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Apps

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Airport IT Trends

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Retail

Tesco and Eye launch ‘virtual grocery store’ at London Gatwick Airport North

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Food & Beverage

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Food & Beverage

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Food & Beverage/Branding

Dubai Airport Opens Heineken Lounge

First Ever Peugeot Opens in Malaysia

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Entertainment

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Mobile Agents

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Virtual Agents

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Local Branding

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Unique Branding

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE FAST TRAVEL CONCEPTS Objectives

1. Maximum self-service 2. Maximum automation 3. Minimum processing time 4. Minimum processing touch-points 5. Intuitive passenger experience – ease of use 6. High resilience and reliability, fail safe, back-up 7. Security and regulatory compliance 8. Fully common use 9. Minimum (or no?) customisation of process available to 10. IATA CUSS standard compliant 11. Customer assistance 12. Scalability, flexibility 13. Not reliant on procurement from a single vendor(s) 14. Cost

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE RECENT PROJECTS Adelaide Airport – Landside Precinct and Plaza

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE RECENT PROJECTS Adelaide Airport – Landside Precinct and Plaza

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE RECENT PROJECTS Calgary Airport – Master and Terminal Planning

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE RECENT PROJECTS Durban Airport - Master and Terminal Planning

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE RECENT PROJECTS Brussels Airport, Connector Building

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE RECENT PROJECTS Sydney Airport – Alliance Terminal Concept

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE Thank You

Kerr Lammie Principal Airbiz [email protected]

EXPEDITING THE CUSTOMER TRAVEL EXPERIENCE