1 simplifying the business international air transport association 2010 iata passenger experience...

Simplifying the Business INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 1

IATA Passenger Experience

Airport ForumBucharest, 17 November, 2010


The Vision of Simplifying the Business

Our mission is to change the way the industry operates by improving service and lowering costs

Today, that mission is now more relevant than ever

And we’re intensifying efforts to deliver the change the industry needs


StB – Potential Annual Savings

0.75

TOTAL US$6.5 billion


3

3

.5

1.5

1

1 1.6

1.2

4.9 1.9

0 2 4 6 8 10 12 14 16

2004

2010

ET BCBP

CUSS Fast Travel

IATA e-freight RFID

BIP

0.80.75



3

3

.5

1.5

1

1 1.6

1.2

4.9 1.9

0 2 4 6 8 10 12 14 16

2004

2010

ET BCBP

CUSS Fast Travel

IATA e-freight RFID

BIP

0.8

IATA e-services


Airports are a critical stakeholder in our efforts to deliver industry change StB is working closely with ACI StB Champions in airports

All passenger-oriented StB projects - BCBP, BIP and Fast Travel - bring benefits to airports Better customer service Lower costs

StB and airports


IATA’s value

Standards: Create and manage technical and process standards that comprise one or more of the following options:

IATA Resolutions, binding on all members IATA Recommended Practices, non-binding on members IATA Technical standards in support of both resolutions and

recommended practices. Implementation Guides to assist in consistency of product and service

delivery by publishing best practice.

Implementation: Deliver to targets set by the Board of Governors to meet the vision


What has changed and may impact the Passenger Experience?

Passenger Process Model

Airline Business Model

Government Data Requirements

79%


Passenger Process Model

79%


Current Kiosk Outlook

Kiosks are almost exclusively used for passenger check-in Mature technology

Number of kiosks deployed has been capped at around 14000 units for the past years

Primarily deployed by airlines in the past, airports are now offering shared infrastructure

79% 21%

Dedicated Airline Kiosks

Airport CUSS Kiosk


Self Service Trend*: What do passengers want?

70% of passengers would tag their own bags if they could 74% of respondents are interested in printing bag tags remotely

70% of respondents would use automatic boarding gates

Two thirds (66%) of respondents would use a baggage claim kiosk, an increase from last year’s 48%

*: Source: SITA-Passenger Self-Service Survey 2010


Fast Travel


Fast Travel: Self-Service Suite


What is Bags Ready to Go?

Self Tagging + Bag Drop

Self Tagging : Self Service baggage tag print for application by the passenger

Bag Drop : Recognisable acceptance point for the purpose of baggage processing


What is Document Check?

An airline offering the ability for a passenger to self-scan travel documents to allow for data collection for onward transmission by their airline to meet arriving or transiting countries’ government requirements.

Perform automated verification of the travel document data against travel data requirements


128

CUSS Airports with scanning capability


What is Flight Re-Booking?

In the event of an irregular operation such as flight delays, misconnects or cancellations:

An airline offering the ability for a re-routed passenger to get proactively re-booked

To deliver new boarding token or re-booking options via a self service channel.


An airline offering the ability for a passenger to self-scan their boarding token to gain entry to the aircraft in a controlled manner.

What is Flight Self Boarding?


An airline offering the ability for a passenger to register a mishandled bag, utilising a self-service device

Additional / Related Services: The provision of messages to a mobile

device (web / mobile) informing the passenger in the event of a mishandled bag

Providing a receipt of the claim

What is Bag Recovery ?


Fast Travel

To reduce airline costs and enhance the passenger experience by offering a range of self-service options throughout the journey

By 2020, 80% of global passengers will be offered a complete self-service suite based on industry standards


FAST TRAVEL VISIONFAST TRAVEL VISION

Global

Capability

Global

CapabilityEnd to End

Journey

End to End

JourneyGlobal

Standards

Global

Standards

01Pre-travel

05Authorisation

to proceed

02 Ticket

Issuance

03Check-in

04Document Scanning

06Baggage

processing

07Immigration exit control

08Security access

12Immigration entry control

09Security

screening

10Flight re-booking

11Boarding

13Baggage collection

14Customs

Document Check

Transfer

Departure

Flight Arrival

01Pre-travel

05Authorisation

to proceed

02 Ticket

Issuance

03Check-in

04Document Scanning

06Baggage

processing


08Security access


09Security

screening

10Flight re-booking

11Boarding


14Customs

Document Check

Transfer

Departure

Flight Arrival

25Simplifying the Business International Air Transport Association 2010

Passenger process:Fast Travel - Self-service for passengersBCBP

But, gaps remain


Government Regulatory Requirements

79%


Government Data Requirements

79%

Governments are progressively changing the current Advance Passenger Information model to a more dynamic model

Multiple data elements to be provided at multiple steps during the passenger journey (from booking to arrival)

Identified need to capture this data in a trusted and automated manner: self service data capture


79%

70% of respondents would use automated border control & security processing

Self Service Trend*: What do passengers want?

*: Source: SITA-Passenger Self-Service Survey 2010


Passenger Facilitation Achieving Seamless Air Travel While Meeting Security Needs Using Global Standards


The passenger journey defined

01Pre-travel

05Authorisation

to proceed

02 Ticket

Issuance

03Check-in

04Document Scanning

06Baggage

processing


08Security access


09Security

screening

10Flight re-booking

11Boarding


14Customs

Document Check

Transfer

Departure

Flight Arrival


Addressing the passenger needs through StB01

Pre-travel

02 Ticket

Issuance

05Authorisation

to proceed


08Security access

09Security

screening


14Customs

03Check-in

06Baggage

processing

10Flight re-booking

11Boarding


04Document

Check


Passenger Facilitation

Bringing security, facilitation and government agencies into Passenger Experience

Aims and Objectives To develop global recommended practices in relation to passenger

interaction with Security, Immigration and Customs processes.

To drive interoperability of individual self-service pilots / production environments world wide

Create a roadmap for self-service options E-Immigration via individual tokens e.g. ePassports, Biometrics


Future for Kiosks in the Airlines Business Model

79%


..airlines Ancillary Services trend

Looking for Revenue generation is defining…

Change of Business Model


Bundling & Unbundling

Inbound Fare

Comfort kit

Xtra Bag

Meal

Sky Bus

Outbound Fare

Full Airline Fare


LCC sell up to 23% of services

US Airline Industry Total 2009 Ancillary Fee Revenue = $7.8 BSource: US DOT Form 41, table 1A


IATA’s e-travel vision & targets

First phase: e-ticketing Second phase: e-Boarding passes Third phase: automate other paper documents

Industry Targets by IATA’s Board By end 2010, all GDS and airlines EMD capable By end 2012, all airlines EMD capable By end 2013, 100% EMD in IATA BSP As of July 2010 4 airlines are e-services live

e-travel

e-ticketing BCBP e-services


Industry benefits IATA e-services

Airlines Annual industry-wide benefits of between US$2.4 and US$2.9 billion, from

lower costs and increased revenue: Increase revenue by selling services through all distribution channels:

travel agents, interline partners, kiosk, web, mobile, GDS, phone. Reduce costs associated with paper document processing. Enable self-service channels to sell services

Passengers More flexibility: EMD allows them to customize their journey, offered

across mutli-leg journeys, even those that involve multiple airlines. Better access: Passengers can purchase services via various channels.


In conclusion Self-service check-in is mature (mobile channel still to grow) Other self-service options are demanded by passengers and

developed by the industry

Passenger Process Revenue Generation

Self Tagging Document verification Lost and Found Security & Immigration

Selling ancillary services Upgrades Excess baggage Lounge Access Meals ….

Regulatory Process

Self Service Data

Capturing device Self Service Immigration Access to security


Thank you for your continued support For more information, visit

www.iata.org/stbsupportportal/

1 simplifying the business international air transport association 2010 iata passenger experience...

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