Date post: | 28-Jul-2015 |
Category: |
Technology |
Upload: | sita |
View: | 13 times |
Download: | 1 times |
Pax CEM is an AND/ AND story
Customer Experience Management
Premises People
Passenger Experience
+ +
=
Processes
Source: ACI EUROPE’s ‘Guidelines for passenger services at European airports’.
Increasing efficiency: largest security platform in EU
Improving processes and products
• Central platform with 25 screening lanes- Largest platform in Europe- Automatic tray return and diverter lanes- Expendable to 29 lanes in total
• World’s first remote screening of cabin baggage on a large scale- Separate control room- Security officer receives a scan with a
virtual mark on the image
Alternative Check-In & Automated Drop-off
Improving processes and products
• Alternative check-in methods:- Online check-in- Mobile check-in- CUSS check-in- Automated check-in
• 75% of local SN departing pax out of BRU check-in alternatively
• 11 automated bag drop-off units- 65% of local Schengen SN Departing pax out of
BRU use automated bag drop-off
Home Printed Bag Tags and Permanent Tags
Improving processes and products
• HPBT (Home Printed Bag Tag) as of Q3/Q4 2016- Available through the online check-in
application
• Baggage reconciliation (in- and outbound) by end of 2016
• Permanent bag tags
Airport crew as ‘face’ of Brussels Airport
Improving people
Airport Crew is crucial+ Shop staff + F&D staff + Cleaning staff + ….
Going for the WOW factor through emotions
Customer Experience Management
Source: ACI EUROPE’s ‘Guidelines for passenger services at European airports’.
DISCLAIMER
Any use, republication or redistribution of this content is
expressly prohibited without the prior written consent of the
Author. Permission to copy and reproduce content may be
granted by the author, at their discretion, and by request
only.
Source: presentation of Piet Demunter, Brussels Airport
Company and Pedro Casimiro, Brussels Airlines
at the 2015 SITA Air Transport IT Summit, Brussels.
2015 Air Transport IT Summit