How Technology Revolutionizes the Passenger Journey Presentation at the 24th ACI Africa Region Annual Conference 22nd October 2015, Hammamet Torsten Hentschel, TH Airport Consulting The Passenger Journey How Technology revolutionizes the Passenger Journey at Airports? How can Passengers be in control of their Journey? How to choose suitable Technologies for your Airport? Plan, Journey Baggage Border Shopping Book, to the Security Boarding Drop Control & Waiting Check-In airport Departure Transfer (incl. Checkpoints) Journey Arriving Arriving Baggage Border from Customs at Deboarding Arrival Landside reclaim Control airport Terminal Arrival 22/10/2015 2 Passenger @ Home Journey Plan, Book, Baggage Border Shopping & to the Security Boarding Check-In Drop Control Waiting airport Departure Most passengers check-in off-airport or will be Transfer (incl. checked in automatically! Checkpoints) Journey Arriving Arriving Baggage Border from Customs at Deboarding Arrival Landside reclaim Control airport Terminal Many passengers use mobile devices to check- Arrival in and customize their trip on their own. Passenger can choose their preferred seats and add services to the original booking Swiss.com 22/10/2015 3 Passenger on the move Journey Plan, Book, Baggage Border Shopping & to the Security Boarding Check-In Drop Control Waiting airport Departure • “Informed Passenger” receives on time Transfer (incl. information about the upcoming flight Checkpoints) Journey Arriving Arriving Baggage Border from Customs at Deboarding Arrival Landside reclaim Control airport Terminal • Personalized real time information is Arrival available on traffic conditions, waiting times, baggage drop, airport services, commercial offerings, … 10 min extra due to traffic Please drop your bag in section C Belgian chocolate 20% off Flight Status Details 22/10/2015 4 Passenger @ Baggage Drop Journey Plan, Book, Baggage Border Shopping & to the Security Boarding Check-In Drop Control Waiting airport Departure • Passengers print their baggage tags at Transfer (incl. home or at Self-Service kiosks. Checkpoints) Journey Arriving Arriving Baggage Border from Customs at Deboarding Arrival Landside reclaim Control airport Terminal • Permanent or integrated bag tags Arrival • Common-use Self-Service Bag Drop for easy and efficient process 22/10/2015 5 Passenger @ Security Journey Plan, Book, Baggage Border Shopping & to the Security Boarding Check-In Drop Control Waiting airport Departure • Personal Information on waiting time Transfer (incl. Checkpoints) • Queue management systems for Journey Arriving Arriving Baggage Border from Customs at Deboarding Arrival Landside reclaim Control airport Terminal optimized staff allocation and shorter Arrival waiting time • Outlook: Ambient screening for better passenger experience and efficiency You are approaching security. You can use the Fast-Lane. Current waiting time: 3 min 22/10/2015 6 Passenger @ Border Control Journey Plan, Book, Baggage Border Shopping & to the Security Boarding Check-In Drop Control Waiting airport Departure • Automated boarder control Transfer (incl. Checkpoints) (ABC) for reduces queuing Journey Arriving Arriving Baggage Border from Customs at Deboarding Arrival Landside reclaim Control time. airport Terminal Arrival • Usage of e-passports and multiple biometric identification features (iris, face, fingerprint, vein) 22/10/2015 7 Passenger @ Terminal Airside Journey Plan, Book, Baggage Border Shopping & to the Security Boarding Check-In Drop Control Waiting airport Departure • Personalized information on time to Transfer (incl. Checkpoints) gate, “last call”, delays, shopping Journey Arriving Arriving Baggage Border from Customs at Deboarding Arrival Landside reclaim Control opportunities, etc. on mobile phone airport Terminal Arrival • Indoor-navigation with App • Instant feedback systems • Touchscreens, holograms for passenger information 22/10/2015 8 Passenger @ Boarding Journey Plan, Book, Baggage Border Shopping & to the Security Boarding Check-In Drop Control Waiting airport Departure • Boarding will be more reliable Transfer (incl. Checkpoints) and faster compared to the Journey Arriving Arriving Baggage Border from Customs at Deboarding Arrival Landside reclaim Control traditional boarding process. airport Terminal Arrival • E-Gates with boarding pass readers for various technologies (NFC, QR-Code, RFID) 22/10/2015 9 Passenger Arriving @ Terminal Journey Plan, Book, Baggage Border Shopping & to the Security Boarding Check-In Drop Control Waiting airport Departure • Personalized information (SMS, App) in Transfer (incl. Checkpoints) native language on mobile device e.g. Journey Arriving Arriving Baggage Border from Customs at Deboarding Arrival Landside reclaim Control on transfer, lane and waiting time at airport Terminal Arrival immigration. • Mobile information staff equipped with handhelds. • Wearable technologies for better services 22/10/2015 10 Passenger @ Baggage Reclaim Journey Plan, Book, Baggage Border Shopping & to the Security Boarding Check-In Drop Control Waiting airport Departure • Personalized message on mobile Transfer (incl. device on belt number and waiting Checkpoints) Journey Arriving Arriving Baggage Border from Customs at Deboarding Arrival Landside reclaim Control time airport Terminal Arrival • Or he receives information to proceed directly to Lost & Found (kiosks are available) Your bag arrives at belt no. 6 Waiting time 15 min Please go to lost & found 22/10/2015 11 How to find most suitable Technologies 1 2 3 Passenger Identification & Analysis of Enhancing the Passenger Experience Segmentation Needs and Expectations - 3P Approach VALUED Wow-Faktor Processes EXPECTED by your passengers REQUIRED Premises People Bare minimums, Meeting regulations Finding most suitable technologies for your Airport: Methodology from ACI EUROPE Guidelines for Passenger Services at European Airports Chosen technology needs to be easy to maintain Remember: The presence of staff is key for a good Passenger Experience and do not annoy your passengers 22/10/2015 12 Thank you very much for your attention. Torsten Hentschel [email protected] Mobile: +49 173 6750942 www.th-airport.com .