Transcript Passenger Experience

The Future Trend of Airport Passenger
Services
Greater convenience, speed and
control for passengers
HOU Kan
Regional Head, APCS, IATA
Simplifying the Business
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 International Air Transport Association 2013
Simplifying the Business
INTERNATIONAL AIR TRANSPORT ASSOCIATION 2012
Passenger Experience:
Get Ready
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Would this not be better?
Fast Helpful Friendly Intuitive Speedy Personal Relaxed
Smart Stress-less Thoughtful Rapid Safe
Easy
Simple
Quick
Convenient
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Get Ready!
What are the challenges?
↗ Passenger Data
↗ Check-in
↗ Baggage drop-off
↗ Travel Document Check
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Get Ready!
What do passengers
want?
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What do passengers want?
want either to use biometrics / ePassport as
their token or to get their boarding pass off
airport
want to use self-tagging at home or at a
kiosk
The overall majority of respondents are
interested in providing their passport details
in advance
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Get Ready
State of the
Industry
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Fast Travel Program
Vision: 80%Mandatory
of Global passengers
will be offered a
Optional
complete suite of self-service options
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2015
2014
2013
Passenger Data
Advanced Passenger Information
 Required by over 50 countries
Lack of Global alignment
 Message format
 Exchange mechanisms
 Data elements
Cost
 IT Systems
 Fines
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Passenger Data
Is the amount spent per year
per airline as the cost of
passenger data (including
fines and system maintenance
and updates)
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Passenger Data
Future Trend
 API sharing among more & more countries
What will IATA do
 Set data transmission standard
 Push & Advocate the governments accept the industry standard
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Check- In
- Single Token
- Eliminate the Boarding Pass
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Biometrics
+ PNR
Immigration
Security Check Point
Boarding
nfc
Bags Ready to Go
Self Tagging
Bag Drop
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Bags Ready to Go
AL / AP Pairs
of passengers are offered
with self-tagging
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Baggage Collection
Last but important part of the process
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Bag Recovery Solutions
Bag recovery solution
 Improve delivery process
 Accelerate delivery of baggage
 Provide pro-active information to
passengers
 Self-Service claim registration in case
of mishandled bag
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Can Bags Services
be Better
Door to Door
solution
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Document Check
An airline offering the ability for a passenger to self-scan travel documents to
perform automated verification of the travel document data against travel
data requirements
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Document Check
AL / AP Pairs
of passengers are offered
with self-service document
check
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Airport Security
The good old days?
Simplifying the Business
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Today
 International Air Transport Association 2013
Checkpoint Security Access and Egress
Improving Passenger Flow
2010
Process Study
 ZHR, CDG, LHR, CPH to identify best practices
Data Collection
2012
 142 Airports world wide aiming at identifying the
current situation and determine potential solutions
Documents established
 Recommended Practice and
 Implementation Guide
 Report on data analysis
201
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Airport Diagnosis
 To identify bottlenecks and root causes
Simplifying the Business
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 International Air Transport Association 2013
09 Security Screening
 Joint effort ICAO/ACI/IATA
Checkpoint of the Future concept
 Integrate passenger information into
the physical screening process
 Screen according to the risk posed by
the individual passenger
 Strengthen security by focusing
resources on higher risk passengers
 Take into account existing airport
environments, airport sizes and types
of operations
 Leverage existing screening equipment,
incorporate new technology as it
becomes available
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Checkpoint
of the Future – Near term concept
Enhanced
Security Lane
Normal
Security
Lane
Known
Traveler Lane
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Simplifying the Business
CHECKPOINT
Introduce differentiated screening 2014
Differentiated screening
2017
Fast and Efficient process
Simplifying the Business
OF THE FUTURE
2020
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 International Air Transport Association 2013
New StB Projects
in development
Simplifying the Business
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 International Air Transport Association 2013
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Thanks for listening