enhancing the passenger experience at milan malpensa and linate
DESCRIPTION
Presentation by Giorgio Medici - SEA Milan Airports, Italy.TRANSCRIPT
Giorgio Medici
Customer Care ManagerSEA Milan Airports, Italy
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Passenger Flow Management to Enhance Passenger Experience at Milan Malpensa
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In 1988, The author Douglas Adams once wrote*:
“It can hardly be a coincidence that no language on earth has ever produced the expression As pretty as an airport.Airports are ugly. Some are very ugly. Some attain a degree of ugliness that can only be the result of a special effort. This ugliness arises because airports are full of people who are tired, cross and have just discovered that their luggage has landed in Murmansk (Murmansk airport is the only exception of this otherwise infallible rule) and architects have on the whole tried to reflect this in their designs”(*The long Dark Tea-time of the Soul – 1988)
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Passenger Flow Management to Enhance Passenger Experience at Milan Malpensa
1988 - 2013
25 years have passed since then and arguably, ugliness is no-longer the principle feature of any single airport, but finding the correct answer to the
recurring question:
‘what really makes an airport a great airport?’
is still no trivial matter.
Hence Improving Passenger Experience is developing into something of a ‘mantra’
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Passenger Flow Management to Enhance Passenger Experience at Milan Malpensa
The role of Passenger Flow managementin Passenger Experience Improvement
• Milan Malpensa has a history of customer satisfaction analysis which clearly states that on the whole we offer our passengers an ‘acceptable’ experience.
• Milan Airports’ performance indicators (flight punctuality, baggage delivery, mishandled baggage rate, etc.) place Malpensa amongst the better performing European Airports which encourages us to invest even further in Customer Satisfaction.
• queuing times at check-in, security and passport control undergo strict supervision: and we know that long and unpredictable waiting times translate into a worrying and stressful experience for the passenger.
• We also like to reduce stress for our commercial directors who are delighted when good time management and communication skills leave passengers with plenty of time to spend (time and money) in the retail areas prior to boarding.
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Passenger Flow Management to Enhance Passenger Experience at Milan Malpensa
Passenger flow Management: a strategic issue
E.R.A. and Airport Passenger Service Charter make Passenger Process measurement mandatory .
Standards for queuing time at check-in, security and passport controls, are set and controlled by National Civil Aviation Authority
Aviation Business evolution, Airports compete to provide better Passenger Experience. Improved Passenger Experience means increased commercial revenue and improved Company reputation. Resulting in greater potential appeal for traffic.
Good Passenger Experience is strongly based on service time reliability and feeling comfortable whilst using terminal facilities, from curb to gate.
Commercial Directors are happier when passenger can spend more time in commercial areas, without hurrying to reach gate.
So queuing time management and good communication skills (re terminal crossing time) are strategic issues
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Passenger Flow Management to Enhance Passenger Experience at Milan Malpensa
The actual tracking in Malpensa
Check-in• Manual sample queuing time tracking
Security Lane• Bluetooth sample queuing time tracking• 2D Bar code readers Boarding card data (check-validity and time stamp)
Passport control• Manual sample queuing time tracking
Boarding control• Open – close boarding time log
Sibyl by
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Passenger Flow Management to Enhance Passenger Experience at Milan Malpensa
The data tracking in Malpensa final configurationCheck-in
• Automatic sample queuing time tracking (image processing or wireless device tracking )
Security Lane• BlueFi sample queuing time tracking• 2D Bar code readers for Boarding card data (check-validity and time stamp)
Passport control• BlueFi sample queuing time tracking• 2D Bar code readers for Boarding card data (check-validity and time stamp)
Boarding control• 2D Bar code readers for Boarding card data
?
Sibyl by
Sibyl by
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Passenger Flow Management to Enhance Passenger Experience at Milan Malpensa
Sibyl by
On Passenger side - Up-date time-to-gate information
Improving the process, data collected automatically 24/7 weekly, collected data used to inform passengers on real-time to gate from any given point inside the terminal.
• Peripheral FIDS will produce time to gate from any point where they are installed along the passenger path.
• Automated info points will provide flight status information and time-to-gate, by simply scanning the boarding bar code of any media the passenger uses.
QUEUING TIME AT
CHECK-IN
WALKING TIME FROM
CHECK-IN TO SECURITY
QUEUING TIME AT
SECURITY CHECK POINT
WALKING TIME FROM
SECURITY TO PASSPORT
QUEUING TIME AT
PASSPORT CONTROL
WALKING TIME FROM
PASSPORT CONTROL TO
GATE
MY TIME TO GATE
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Passenger Flow Management to Enhance Passenger Experience at Milan Malpensa
The challenge: expected queuing time calculation
Assuming that technology can provide reliable queuing-time to match passenger expectations and cater for the Airport’s needs, we are left with the following issues:
When I leave check-in to go through security and passport control, technology tells me the current queuing time
Similarly to Zurich and Copenhagen Malpensa will have a SINGLE common shopping area (after security controls, prior to passport control and gates). Covering a walking distance of 200 m. In order to relax whilst in the retail area I need to know what the queue situation will be like
in 15 or 30 mins time when I will have finished shopping! The queue may be increasing rapidly due to two or more large aircrafts boarding in the following half hour (an A380 combined with a B777 can create quite a queue!). Such precise queuing forecast serves to a) speed passengers along to gate or b) encourage
them to spend their time and money in shops and restaurants.A reliable and accurate “My Time to Gate” forecast should create a comfortable sensation for passengers prior to boarding.
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Passenger Flow Management to Enhance Passenger Experience at Milan Malpensa
The approach: evaluating queuing at passport control
SibylTime Stamps
Data(Security)
PassportControl
WorkstationShifts
ChromaACDB Queuing Data
(Passport)
ChromaACDBQueuing data
(Passport)
ProcessBehaviour
Traffic Data
SibylTransit Time
Data(Security toPassport)
PassportControl
WorkstationShifts
MyTimeTo Gate
Real-TimeData
HistoricalData
Move to Gate
My Positionin the Terminal
Estimated queuing times
from now to boarding
Move to GateIn XX Min
Traffic Data
OR
My Flight
What isthe time?
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Passenger Flow Management to Enhance Passenger Experience at Milan Malpensa
What Airport asks to Technology providers
Accurate information about passenger flows is based on these essential aspects:
• Reduced detection costs • Increased sample rate• Precise data to comprehend passenger behavior (without violating privacy
constraints)
As the project develops these goals are more and more realistic.Now the real challenge is to develop tools able to predict precise passenger flows useful for both planning and time management.
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Passenger Flow Management to Enhance Passenger Experience at Milan Malpensa
At the gate; flight closure.Missing passenger times can be estimated using boarding card data scanned at security filters.
For example:
If a passenger has not yet passed security control and queuing time is short
airlines can decide to close boarding presuming that the passenger was not sufficiently
punctual to make the flight; this is even more accurate for LCC WEB checked passengers
If a passenger has not yet passed security control and queuing time is lengthy
last call and attempts to get in touch with the passenger at security lanes could be evaluated
before closing the flight.
Combining queuing time data with checked boarding passes at security filters will provide precious information for operational and commercial purposes
Immediate benefits from the Airport point of view
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Passenger Flow Management to Enhance Passenger Experience at Milan Malpensa
Immediate benefits from the Airport point of view
Planning commercial offer.Accurate data about how many passengers walk through a specific retail area can help
structure a more effective offer.
Data generated by scanning boarding passes gives precise number of
passengers per flight entering commercial areas
Detailed queuing time data can support decisions to invest further on security process leading to increased airside
shopping time.
Combining queuing time data with checked boarding passes at security filters will provide precious information for operational and commercial purposes
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Passenger Flow Management to Enhance Passenger Experience at Milan Malpensa
Data analysis at Terminal 2 in Malpensa
Tuesday 24thJuly Terminal 2 Malpensa
One Bagcontrol
17 passengersTracked.Av 9 mins
Max 34 mins
EasyJetFirst Wave
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Data analysis at Terminal 1 in Malpensa
Monday 23rdJuly Terminal 1Malpensa
Lunch breakwrong shift planning
Charter FlightsOK
IntercontinentalFlight departures:
wrong shift planning
28 passengersTracked.
Av 18 minsMax 28 mins
14 passengersTracked.
Av 20minsMax 34 mins
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Data analysis at Terminal 1 in Malpensa
Sunday 29thJulyTerminal 1Malpensa
Lunch breakAcceptable
shift planningCharter Flights
IntercontinentalFlight departures:
Acceptableshift planning
28 passengersTracked.
Av 12minsMax 17 mins
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We are confident that sometime soon passengers departing from Malpensa will sit back in their plane
seat, buckle up and exclaim:
‘Ah Malpensa , what a pretty airport!’
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Passenger Flow Management to Enhance Passenger Experience at Milan Malpensa