airport services driving na-revenue - race2015 - kef -sita etienne van zuijlen - final slides
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AIRPORT SERVICES driving NA-revenue ACI EUROPE RACE 2015 Etienne van Zuijlen Head of Business Development ASL EUR
1 | AIRPORT SERVICES | ACI-E RACE 2015 | © SITA 2015
Agenda • Industry Initiatives / Trends • Passenger Day of Travel example • Non-Aeronautical Revenue potential
A view from the industry • End-to-end self-service and automation: all check-in and ticketing
is carried out online. Smart-bag tags. No manual handling from bag drop to plane. Secure intermodal link train to airport in one step. • Grimshaw Architects
• Focus on passenger experience, safety, security, efficiency and by developing an integrated and adaptive complex systems approach for the design, management and operation of airports. • Queensland University of Technology’s Airport of Future Programme
• Optimised check-in, baggage drop and security processes for Frequent Flyers. “Next-generation check-in is all about responding to our customers’ desire for increased speed and ease through the airport process”. • Qantas Airport of the Future Project
3 | AIRPORT SERVICES | ACI-E RACE 2015 | © SITA 2015
A view from the industry (cont’d) • Optimal exploitation of space. Low environmental impact.
Sustainable use of resources. Maximum flexibility. • Danish Airport Group’s ‘The Airport of the Future’ project
• Green Airports: management of environment impact of airports that
is concerned with climate change, aircraft noise disturbance, local air quality, resource (energy and water) use, ecological and habitat disruption and wastes management. • Ultra Green Airport Seminar
4 | AIRPORT SERVICES | ACI-E RACE 2015 | © SITA 2015
Air Transport IT Trend Surveys and Reports
Airline IT Trends Survey
Airport IT Trends Survey
Passenger IT Trends Survey
Baggage report
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Passenger IT Trends Survey 2014
Ö Passengers welcome technology because it makes a big difference to their travel experience
6 | AIRPORT SERVICES | ACI-E RACE 2015 | © SITA 2015
Airlines IT Trends Survey 2014 – Key results
Ú Is the proportion of check-in using a mobile, kiosk or the web as of today
9 | AIRPORT SERVICES | ACI-E RACE 2015 | © SITA 2015
“Passenger‘s day of travel”
BOOKING CHECK-IN BAG DROP SECURITY BOARDING IN-FLIGHT TRANSFER BORDER CONTROL
BAG CLAIM PARKING PARKING
Ö Mobile Travel Assist app/ Beacons üüü ü ü ü üüü ü
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Ö Passengers get lost in airports
The Problem
Complex process
Complex enviroment
Information overload
Insufficient guidance
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Ö It is a stressful experience
The Problem
Passengers opinions on the most stressful part of the journey
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Ö Offering variety of Airline/ Airport services
The Solution
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Maps are the key element ...
Ö Design and user experience are everything these days
Ö People will never use your app again if they don’t like it the first time
This one is accurate!
15 | AIRPORT SERVICES | ACI-E RACE 2015 | © SITA 2015
Ö SITA - Lead & Integrator & Backend
Ö Provision of Back-end Integration platform/ developer.aero and the data APIs (e.g. flight info, baggage info, weather, etc.)
Ö Provision of Indoor Mapping /Beacon technology
MTA - Mobile Travel Assistant
Ö Joint project with M2Mobi Ö Leader in Mobile Airport Apps – their customers have won several prizes
for their mobile solutions, like : Ö the “Best Sport App” ,or “#1 Airport App Worldwide”
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Location Based Services Passenger view
§ Where I am ? § Where I need to go? § How to get there?
§ Screens from SITA Lab Copenhagen Airport live trial
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Use cases for the ATI
Simple Use Case ü Hello! Welcome. ü Triggering check-in ü Airport/airline app wake up ü Show boarding pass ü Boarding time updates ü Direction to the gate ü Retail offers ü Baggage carousel info ü Parking reminders
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The Airport’s Imperatives
Passenger Satisfaction
Commercial & Financial Success
Operational Excellence
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Addressing the Challenges Impera(ves Challenges
Passenger Sa(sfac(on
Commercial & Financial Success
Opera(onal Excellence
Create the ideal airport experience u u u
Be?er an(cipate and manage disrup(on u u
Boost my non-‐aeronau(cal revenues u
Improve my opera(ons through be?er collabora(on u u u
Create an agile and connected infrastructure for key stakeholders (airlines, ground handlers, tenants, etc)
u
Become more tenant friendly airport u
Manage growth with my exis(ng infrastructure u u
20 | AIRPORT SERVICES | ACI-E RACE 2015 | © SITA 2015
In Conclusion
• 59% of airports consider improving the passenger experience as the most important driver of IT investment (2014 SITA Airport IT Trends Survey)
• Happy passengers tend to spend 45% more money on airport retail (JD Power – North American Airport Satisfaction Survey 2010)
• Technology is a powerfull way to keep passengers informed & happy, and help to drive non-aeronautical revenue
21 | AIRPORT SERVICES | ACI-E RACE 2015 | © SITA 2015
E etienne.van_zuijlen@sita.aero T +31 20 606 9604 M +31 6 12073485
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FOR QUESTIONS & DISCUSSION
Creating the Ideal Airport Experience SITA’s end-to-end solution
• iTravel • AirportConnect
Kiosk
• Passenger iCheck
• Self BagDrop
• Airport Self-Service
Gates • Airport iValidate
• Fast track automated biometric identity
verification
• iTravel • Airport
Self-Service Gates
• BagJourney • AirportConnect Kiosk
• BagJourney
• iBorders Border
Automation
• WorldTracer • WorldTracer
Kiosk
CHECK-IN BAG DROP SECURITY BOARDING IN-FLIGHT TRANSFER BORDER CONTROL
BAG CLAIM
24 | AIRPORT SERVICES | ACI-E RACE 2015 | © SITA 2015
“The ideal Passenger Experience” SITA’s end-to-end solutions & services
• iTravel • AirportConnect
Kiosk
• Passenger iCheck
• Self BagDrop
• Airport Self-Service
Gates • Airport iValidate
• Fast track automated biometric identity
verification
• iTravel • Airport
Self-Service Gates
• BagJourney • AirportConnect Kiosk
• BagJourney
• iBorders Border
Automation
• WorldTracer • WorldTracer
Kiosk
CHECK-IN BAG DROP SECURITY BOARDING IN-FLIGHT TRANSFER BORDER CONTROL
BAG CLAIM
25 | AIRPORT SERVICES | ACI-E RACE 2015 | © SITA 2015
“The Smart Airport” SITA’s end-to-end solutions & services
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• Airport Infrastructure Management • AirportHub • ATI Cloud
• Wireless & Mobility • Community Messaging
ICT INFRASTRUCTURE
• AirportVoice
PUBLIC ANNOUNCEMENT
• AirportCentral AirportResource
Manager • AOCC
• Airport MSI
AIRPORT MANAGEMENT
• Airport Business Intelligence
AIRPORT BUSINESS INTELLIGENCE
• Airport iValidate
• Airport iTrack • Airport iFlow
• Airport iQueue
PAX FLOW FIDS
• AirportVision
“One Ops” Through Better Collaboration SITA’s end-to-end solution & services
27 | AIRPORT SERVICES | ACI-E RACE 2015 | © SITA 2015
• Airport Infrastructure Management
Airport Management: • AirportCentral
• AirportResource Manager • AirportResource Mobile
• A-CDM • Airport MSI
AIRPORT MANAGEMENT
• Airport Business Intelligence
• Airport iTrack • Airport iFlow
• Airport iQueue • Airport iValidate
AIRPORT BUSINESS INTELLIGENCE
MESSAGING
• Community Messaging
• Unified Communications
• ATI Cloud
ATI CLOUD ICT INFRASTRUCTURE
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