Aviation IT Conference 2013
How can airports get to know their passengers - and should they try?
Jim Slevin – Managing Director, Aviation11 November 2013
Agenda
• Should Airports get to know their passengers ?
• How can they achieve that ?
• What are the additional benefits ?
• Summary
Agenda
• Should Airports get to know their passengers ?
Air travel and the aviation industry are changing…
• Worldwide passenger numbers are predicted to double to 5.9 billion by 2030
• Economic activity supported by aviation is forecast to more than triple to $6.9 trillion
• Political, Economic and Social challenges to capacity through build mounting in most regions
Airlines attitudes are hardening
Michael O’Leary - “The Airport Operators Association Conference, or as Airlines like to
describe it, The Robber Baron’s Ball”
Willie Walsh – “Passengers are paying more than they should [at Heathrow] and
the benefits of that are going to higher-than-
average rewards for the shareholders”
Jim French - “No business can swallow cost increases of more than 100% over five
years and Flybe simply cannot bear such punitive
rises”
Passengers are becoming increasingly savvy
• Looking for and finding the best possible deals from airlines
• Looking for the best possible service
AND• Looking for a faster, simpler and increasingly
personalised service at airports.
Aviation is uniquely positioned to know who someone is, absolutely.
Case for Change
£€$ Revenue Opportunities through Personalised Service
Passenger Expectations
Aeronautical Charges Pressure
Traffic Growth
Agenda
• How can they achieve that ?– “Pax Wow” a Case Example
Pax Wow - the ‘art of the possible’
• Enhanced and personalised passenger’s journey through the airport
• Created through passenger pre-enrolment and development of a Gatwick Airport mobile app acting as passenger’s constant source of information and guide through the airport
• The unique passenger tailored experience begins prior to arrival at the airport via mobile app
• Automatically notify passenger within the proximity of selected airport waypoints.
Pax Wow – How it works
Pax Wow – How it works
• Passenger’s identity is confirmed at car park entrance. Biometric in this instance
• Customer confirmed as known passenger to the airport
• As a known, and/or privileged passenger, key data is sent to customer to expedite travel through the airport.
Pax Wow – How it works
• Passenger direction confirmed ensuring minimized landside times and increased throughput.
• Airport advertising revenue generation from the retail sector.
• Personalized communication to the customer, enhancing the passenger experience that is achieved by passenger self-management.
Pax Wow – How it works
• Passenger direction confirmed ensuring minimized landside times and increased throughput.
• Airport advertising revenue generation for retail.
• Personalised communication to the customer, enhancing the passenger experience that is achieved by passenger self-management.
Pax Wow – How it works
• Known passenger authentication touch point.
• Automated Bag Drop.
• Upgrade Journey measurement.
• eGate fast-lane to CSA.
• Increased dwell time in retail.
• Historic customer data generation.
Pax Wow – How it works
• Known passenger at authentication touch points and non-touch points (biometric or device recognition)
• Secure self-service opportunities
• Focused revenue maximising time in retail
• CRM data
Pax Wow - the ‘art of the possible’
• Demonstrated how Identity Assured Management can be taken to the next level to– deliver an improved, hassle free passenger experience– increase non-aeronautical revenue
• All built on existing HRS solutions
Agenda
• What are the additional benefits ?
Self Service Bag Drop
• World-first trial of an end-to-end biometric airport solution
• Automated self-service system at London Gatwick.
• Passengers checked-in using airport self-service bag drops
• Passengers enrolled via unobtrusive and unique iris recognition
Autoboarding
• Enrolled passengers passed through automated self-service gates to board an aircraft through biometric verification
• Maintain AAA Compliance with a reduction in staff
Checkpoint of the Future
• Each passenger treated individually at checkpoint
• Identity Risk Based Screening Methodology
• Customer Service, Security Effectiveness and Efficiency Benefits
Agenda
• Summary
Summary
• Aeronautical cost pressure will continue• Non-aeronautical revenues will plateaux under
current model• Personalisation has multiple revenue and cost
saving benefits across multiple disciplines now and in the future
• Capability and solutions exists to deliver against personalised services at touch points and between touch points
