ACI AFRICA ABUJA 17 Sep 2010

Transforming Passenger Processing Through Self Service

Sam MundaSales Director, Sub-Sahara Africa

ACI Africa Abuja 17 Sep 2010

Agenda

n Market Overview

n SITA Self Service Portfolio

n Conclusions

n What is the status in Africa?

ACI Africa Abuja 17 Sep 2010

Self-Service Check-in (2009 Airline IT Trends survey)Strong growth in online and mobile usage is anticipated

n Around a third of the check-in transactions are now performed through self-service channels

n This figure is expected to double in the next three years, with web check-in leading the way

n The number of airlines with web capability is currently 60%: forecast to rise to 92% by 2012

n Kiosk capability is forecast to rise from a 51% adoption level to 86% in the same timeframe.

n Mobile phone check-in implementations are expected to rise from 25% today to 80% by 2012

n By 2012, up to 12% of all check-in transactions may be via mobile phones (up from 2% today)

Implementation plans for self-service(Base: All respondents answering - unweighted)

61.4%

32.8%

14.5%

31.2%

13.6%

21.4% 11.6%

2.1%Currently

By 2012

Agent Internet Kiosk Mobile phone

Passengers use of check-in Base: All respondents answering - passenger weighted)

60%

51%

25%

27%

25%

34% 22% 20%

10%

5%

14%

8%Web check in

Kiosk check-in

Online check-in viamobile (cell) phone

Already done By 2010 By 2012 No plans

ACI Africa Abuja 17 Sep 2010

Passenger Self-Service (2009 Airline IT Trends survey)Self-service is evolving with new functionality

n Focus on self-service is further increasing while more established technologies, such as kiosks, are evolving in functionality

n Airlines are now considering enriching and expanding their self-service capabilities beyond check-in

n Most popular new functionalities are:– Bag-tag printing

n 63% of airlines say they will have implemented by 2012

– Flight transfers kiosk. n 51% plan to have implemented by

2012

Implementation plans for additional self-service options(Base: All respondents answering - unweighted)

13%

9%

3%

8%

6%

5%

30%

20%

13%

11%

12%

17%

25%

22%

23%

14%

59%

58%

65%

21%

20%

58%

49%

37%Print bag-tag at kiosk

Flight transfer kiosk

Kiosk to report lostbaggage

Automated boarding gate

Kiosk for disruptionmanagement

Unassisted bag droplocations

Already done By 2010 By 2012 No plans

ACI Africa Abuja 17 Sep 2010

Passenger Mobility (2009 Airline IT Trends survey)Airlines show ambition to accelerate the use of mobile services by passengers

n Mobile services to passengers will complement existing self-service options such as check-in

n By 2010, 80% of airlines are planning to provide ‘Notification about flight status and delays’ (up from currently 38%)

n Airlines plan rapid increase of electronic Bar Coded Boarding Passes (BCBP) on mobile devices by 2012– 54% of airlines plan to send BCBP passes to

mobile phones – 13.4% of passengers use electronic BCBP

on their mobile phones by 2012 – up from 3% today

– Over half of the respondents are also considering the use of BCBP on mobiles for lounge access

% of total number of boarding passes sent to mobiles (Base: All respondents answering - passenger weighted)

Mobile based services to passengers (Base: All respondents answering - unweighted)

38%

8%

7%

42%

26%

24%

8%

22%

24% 41%

12%

46%

Notifications about flightstatus & delays

Automated accesscontrol to lounges(leveraging BCBP)

Send Bar CodedBoarding Pass to mobile

phone

Already done By end of 2010 By end of 2012 No plans

13.4%

3.0%

By 2012

Currently

ACI Africa Abuja 17 Sep 2010

SITA Self Service Portfolio

Baggage process

Baggage TracingBaggage drop

Passenger process

Kiosk Mobile check-in Self-Boarding

ACI Africa Abuja 17 Sep 2010

PassengerFastcheck

Utilize the IATA standard CUSS kiosk

n Kiosk check-in – Intuitive and simple – SITA DCS – APIS including APP/AQQ – Seat selection and FQTV registration– Boarding pass print

ACI Africa Abuja 17 Sep 2010

PassengerWeb Check-in

Passenger to check-in from “anywhere”: home, office, poolside, etc

n “Web check-in – Intuitive and simple – SITA DCS – APIS including APP/AQQ – Seat selection and FQTV registration– Boarding pass or Confirmation print– Mobile Boarding Pass option

ACI Africa Abuja 17 Sep 2010

Web to Mobile

Render boarding pass without a printer and allow paperless boarding

ACI Africa Abuja 17 Sep 2010

PassengerMobile Check-in

Anywhere on-the-go check-in

– Complex passenger bookings– APIS Flights soon– SSR not yet– Thru Check-in – FQTV update– Seat change, seat map functionality

dependent on device type– Boarding pass as link in SMS or email

ACI Africa Abuja 17 Sep 2010

PassengerBagdrop process

ACI Africa Abuja 17 Sep 2010

PassengerBagdrop - Features & benefits

n Feature: user interface (GUI) optimized for bag drop-off– Benefit: speeds passengers through the queue and reduces the

number of counters required

n Feature: GUI is the same for all supported airlines– Benefit: reduces agent training requirements– Benefit: simplifies complexity of agent work schedules

n Feature: supports multiple airlines at a single counter– Benefit: lower costs for ground handlers and airlines– Benefit: with fewer counters, airports can postpone expensive new

terminal construction

ACI Africa Abuja 17 Sep 2010

WorldTracer Kiosk

n Self-service baggage recovery option which empowers passengers to report their own delayed bag by scanning the bar code on their luggage tag.

n Saves passengers time since they can report lost bags via the kiosk instead of waiting for an agent.

nFree up valuable floor space

nAllows employees to focus on more complex passenger issues

ACI Africa Abuja 17 Sep 2010

Conclusions

n Self Service usage is here to stay and growing– Reduce congestion in the terminal by moving check-in off site

– Process the passenger (and bags) before they arrive at the terminal

– Use Kiosks, Internet and Mobile

– Airports can then focus on serving the passengers during “dwell time”

– Airlines can review their lease space needs

n SITA offers end-to-end solutions for both airports and airlines

ACI Africa Abuja 17 Sep 2010

What is the status in Africa?

n CUSS Kiosks at Airports– Existing Airports: South Africa, Ethiopia, Tanzania– Planned Airports: Kenya, Ghana, Morocco, Nigeria……..

n African Airlines using Web and Kiosk Check-in– Existing: SAA, Kenya Airways, Air Namibia, Air Mauritius….– Planned: Several including Nigerian airlines……

n In Africa, the mobile phone in particular presents vast possibilities for the future

n African airports and airlines need to embrace the new technologies in order to increase capacity, reduce costs, increase efficiencies, improve customer service and enhance sources for new revenues