51191 Air France-KLM Using Apis

Using APIs to Modernize the Business and Improve the Customer Experience

Mirjam van der Wolf (Air France KLM - Technolog y office) Marthe van Rooij (Air France KLM - Digital)

1. Air France KLM at a glance

2. APIs in Air France KLM

3. The starting point

4. The road we travelled

5. Where are we today?

6. The road ahead

4 passenger airlines But also: cargo, engineering & maintenance, catering, handling

An international network of 300 routes

2 large bases in Amsterdam & Paris But also: hubs throughout the world via our partners including a joint venture with Delta

WeChat had more mobile transactions over just Chinese New Year than PayPal had during 2015 GOOGLE FLIGHT 800M monthly active users

AFKL 229,4M + 137M yearly audience

FACEBOOK ALITRIP 1.55B monthly active users 20M monthly unique users

Customer intimacy. Being where our customers are. Our OpenAPI structure gives us the flexibility to do just this, independent from current or future touchpoints.

Controlled external For Air France KLM digital, APIs are the answer to •… deliver more and faster innovations •… increase ability to connect new touchpoints rapidly •… mutualize strength between two airlines APIs (re-usable business functionalities) •… facilitate consumption throughout the organization •… and better face competition Core airline processes

Check in Check in Check in Check in Check in interactive interactive interactive interactive interactive process process process process process

Validated Verify Seat Boarding SOA booking eligibility selection pass Services

Altéa

Check in interactive API process JSON / REST

Validated Verify Meal Seat Boarding SOA booking eligibility selection selection pass Services XML /SOAP

Altéa

• New consumption patterns in 2016: applications for • Launch of new KLM app • Progressive extension of • KL App is progressively customer facing staff (B2E), full in July 2015: powered by consumption to other B2C adding functionalities roll-out in B2C environment, APIs applications and opening up

• Kick off in 2013: a • Creation of the first APIs, • APIs are being developed and reused for AFKL wide consumption limited scope, initiated supporting KLM mobile app • New APIs are being developed by business, supported • External APIs are tested and plugged by IT • RFI, RFP & selection of the API management tool Mashery, opting for a hybrid configuration • Implementation of Mashery in 2014 Focus: maturing the API ecosystem!

Several initiatives, with one goal: a mature API ecosystem throughout Air France KLM. Whatever the touchpoint.

HAPI

E-Convergence

Community management

Security Safeguard security for AFKL API’s § Security patterns § Security guidelines & scans Awareness & Training Development § Providing security components Providing guidance for AFKL like B2EAuthServer Inform and train API capability on § Arrange Training Governance § Guidelines & standards § Communicate on multiple § Guidelines & API § Development Framework Infrastructure architecture channels internally § Documentation Provide and support API § API Portfolio control management capability § Information sessions to § Test strategy & management and for all Datacenters § KPI framework external

The way we work § Implementing agile § Working together: Air France & KLM Business & IT & IMO API owners & API consumers § Governance & steering

Transversal topics User Interface optimization § Technical topics across APIs and across touchpoints, IT rationalization API convergence § Air France and KLM digital including § APIs are mature and touchpoints powered by § Administration tool Final result: implementation ready for consumption APIs § Content of a scalable and future proof architecture and § APIs support Air France § Development of “joint” § Quality of Service technology and KLM functionalities front-ends § Analytics

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2016 TIBCO Software Inc. All rights reserved. TIBCO Confidential & Proprietary Information. A solid API structure throughout the customer journey… For B2C applications Location Flight offer Check Flight status Rating Order Recommendation Reservation Ancillary shop Ancillary Lounge Baggage Complaints - in

PHASES PRE-TRAVEL TRAVEL POST-TRAVEL PRE-TRAVEL 2

STAGES Flight (transfer)Flight (transfer)Flight Airport (transfer)Airport (transfer)Airport Transport Transport Transport Transport Dreaming Stay Preparation Preparation Flight Flight Arrival airportArrival airportArrival Orientation Airport Airport Consideration Booking Look back Look Dreaming Orientation Orientation Consideration Booking Booking 2 2 2 2

20 Flying Blue Customer Contact information

At Dispatch

At the kiosk At lounge and airport

Supervision

At Boarding

At crew briefing

At Transfer

Onboard

About 20M API calls per week and double digit growth

7 packages (combinations of APIs as a plan)

About 20 consuming applications

And 2 public exposures

developer.airfranceklm.com

Business and IT need to work together, the role of provider of IT and consumer of IT is vanishing

Challenge: combining agile way or working and the ambition to build an integrated API portfolio

Top-down governance is required for e.g. reference architecture, integrated data-model, uniform documentation

Building the API capability addresses more than “just” an API

API powered applications can continuously be improved & enriched

Dutch Open Hackathon

• The biggest hackathon in the Netherlands, organized by among others KLM, Amsterdam Schiphol Airport and Philips • Winner in travel category TripTeaze combines KLM and Schiphol APIs with IBM Watson and matches spoken holiday thoughts with the best KLM destinations

Open Data sur les données de transport

Loi Macron

• Complying with the new French “Loi Macron” on Open Data, Air France KLM will publicly expose Flight Status and Flight Offer API

Facebook messenger

• KLM will communicate with customers through Facebook messenger • Customers can check in, receive flight updates and change travel itineraries within the app

Amazon Echo

• We just bought an Amazon echo, connecting it to our APIs

“Alexa, can you book me a ticket to Paris please?”

Amazon Echo

• We just bought an Amazon echo, connecting it to our APIs

“Alexa, can you book me a ticket to Paris please?”

2. Adding security management options (Tibco roadmap)

3. Fine-tuning the implementation architecture improving performance hybrid solution (Tibco roadmap)

4. Research possible integration with ESB (Tibco roadmap)

5. Expansion of number and variation of touchpoints

6. Enlarge the developer & community exposure

7. Partnership as a platform

Mirjam van der Wolf Marthe van Rooij Frederic Demoors Arco Keijzer Karine Jovelin

Manager Enterprise Information & Digital Capabilities Manager Manager Middleware IT architect Community Manager SOA architects

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2016 TIBCO Software Inc. All rights reserved. TIBCO Confidential & Proprietary Information. This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2016 TIBCO Software Inc. All rights reserved. TIBCO Confidential & Proprietary Information.