1Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
Paul BehanDirector, Passenger
IATA
2014 Air Transport IT Summit
Brussels, June 18, 2014
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01
Pre-travel
02
Ticket
Issuance
03
Check-in
04
Document
Check
05
Authorisation
to proceed
06
Baggage
processing
07
Immigration
exit control
Document Check
Flight
Arrival
Departure
Transfer
Passenger Experience
08
Security
access
09
Security
screening
10
Flight
Re-booking
11
Boarding
12
Immigration
entry control
13
Baggage
collection
14
Customs
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TRAVEL EXPERIENCE
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Use ‘my-tech’
Shift in process ownership…
…then we question the process
Why waste time?
What is my added value?
Customer Contact & Process Optimisation
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Customer Contact
Connecting to your customer
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+123456789
Customer Contact
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Customer Contact Information
- What is the industry doing?
New industry standards were endorsed and became effective as of 1
Jan 2014:
Dedicated reservation and messaging element for contact
information, with specific format for e-mail and mobile phone
(A4A-IATA Reservation Interline Messaging Procedures – Passenger [AIRIMP]
Section 3.20.1 & 3.20.2 and
RP1770 Code of Reservation Ethics)
Passenger Agency Conference Resolution 830d for travel agent
procedures in providing passenger contact details in the PNR
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Process Optimisation
Removing hassle, adding value
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The Past
LEGACY CHECK-IN (process steps)
Intention to travel
Seat allocation
Dangerous goods acknowledgement
Passenger data collection and documentation checks
Checked baggage
A Boarding Pass (or multiple BP’s) is produced for the passenger
Any special requirements (assistance) are processed
Any ancillaries, additional sales and offerings are processed
The last 10 years = semi automation of these components
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The future?NO MORE CHECK-IN - confirm seat and issue boarding token at ticket purchase
Off Airport
Seat selection
Boarding token push
Check-out if no intention to fly
Dynamic ancillary offerings
Travel document data provided
Special requirements requested
Bag tag printed at home or permanent tag activation
On Airport
Baggage acceptance
Special requirements delivered
Document check using biometrics
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The findings from our initial analysis of the processes show two
major areas of concern with the airlines:
Revenue management and commercial –
modelling and forecasting, overbooking, no-shows, go-shows,
upgrades, revenue bleed - lost sales opportunity, ancillaries
Flight departure preparation and gate processes –
knowing where the passenger is, timing for making the flight
ready to depart
Technology and process impact
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Wi-Fi
Vision, Objective
Enhance customer experience by providing connectivity at the airport
allowing passengers to have easy access to real-time information.
Connectivity will build a personalised relationship with the
passenger and provide easy access to real time airline and airport
information and services
IATA and ACI are engaging in promoting the benefits of WiFi
connectivity for Passengers, Airlines and Airports
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Single Token/Biometrics
Using a single token (e.g. e-passport) for all elements of a journey would
significantly streamline and simplify the travel process
To explore this opportunity IATA established a working group to investigate a
single token approach throughout the end-to-end passenger process
The main objective of the group is to:
Develop use case scenarios for Identity Enrolment, Authentication and
Verification processes, to capture passenger biometrics and use them
throughout the journey
Evaluate the risks, challenges and issues related to the potential use of
biometric data (regulatory, operational, technical, security, etc.)
Use of biometric to enhance passenger’s ground experience
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Airline investment priorities
New PSS system investment and time scales
Reducing time-frame on ROI, competing priorities
Airport development, relocation and user charges
Growing passenger numbers internationally
8% growth in LATAM = building capacity is priority
Industry Challenges
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New generation baggage tags
While supportive, current EU regulation requires green stripes along
the side of the tag
We are actively working with the Commission and member airlines to
amend the regulations
These regulations impact both home printed and electronic
(permanent) tags within the EU
No more Check-in
Dangerous Good acknowledgement
Some states still require a traditional boarding pass to be stamped
Regulatory challenges
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What happens when we get things right?
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Source: presentation of Paul Behan, IATA at the
2014 SITA Air Transport IT Summit, Brussels.
2014 Air Transport IT Summit