smarter travelers - sita · a sita automated biometric gate 7 33 % airports will offer self-service...
TRANSCRIPT
Smarter TravelersSeamless self-service travel experiences
Tuesday 30 August
By: Jamie Partington & George Fenergi
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Introduction
Self Service at every step
3
E-Commerce
iTravel
Day of Travel Airport App
iTravel
AirportConnect Kiosk
Passenger iCheck
SITA Smart Path
Passenger iCheck
SITA BagDrop
SITA Smart Path
Airport
Self-Service Gates
Airport iValidate
SITA Smart Path
iTravel
Airport
Self-Service Gates
SITA Smart Path
Bag Journey AirportConnect Kiosk
BagJourney
Day of Travel Airport App
iBorders
BorderAutomation
ABCKiosks and ABCGates
SITA Smart Path
Day of Travel Airport App
WorldTracer Kiosk
BOOKING CHECK-IN BAG DROP SECURITY BOARDING IN-FLIGHT TRANSFER BORDER
CONTROL
BAG CLAIM
passengers would
book their travel
Flight with self-service
technologies*
92%
passengers
who use self-service
tech to check-in will
do so again and
again*
91%
60seconds or less are
needed to drop off
bags
passengers see the
security checkpoint
as their number one
travel pain point**
36% Self-boarding
gates can reduce
the number of
agents required by
50%
BagJourney helps
airlines to comply
with IATA’s
resolution
753 travelers are
satisfied with
automated
immigration
gates****
89%
Up to
travelers per
minute can be
processed through
a SITA automated
biometric gate
7
33%airports will offer
self-service lost
baggage registration
by 2018***
WorldTracer
is the
baggage tracing
network and
is used at over
airport locations
No.1
2,800
OF ALL INTERNATIONAL
DESTINATIONS ARE
COVERED BY SITA’S
EXTENSIVE NETWORK
95%
*SITA Passenger IT Trends survey 2016
** SITA Passenger IT Trends survey 2015
***SITA Baggage Report 2016
**** IATA Global Passenger Survey 2015
The Passenger Journey
Before getting to the airport
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• Booking
Before getting to the airport
5
• Manage My Booking
Before getting to the airport
6
• Purchase some ancillary services
Before getting to the airport
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• Redeem some Loyalty Points
Before getting to the airport
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• Check-in online / mobile
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IATA’s Fast Travel Programme is aligned to the
growing demand for more self-service
At the airport
SITA’S SELF-SERVICE PORTFOLIO
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160 CUSS
Sites
2’500 kiosks
In 2015
All integrated through SITA’s AirportConnect Open (CUPPS) platform
SITA’S SELF-SERVICE PORTFOLIO
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Getting more passengers on Self Service
• Technology
• Infrastructure
• People
• Transforming landside operations
CHECK-IN PROCESS OPTIONS
Check-in
Printed at
Bag Drop
Web C/I
Mobile C/I
Bag tag
Printed from
Kiosk
Printed at
home
CUSS Kiosk
Permanent
Bag drop
Self-Service
Agent
assisted
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Trending - “Kiosks for things”
• Check-In
• Self Bag Tagging
• Information
• Rebooking
• Way finding
• Upselling/Shopping
• Etc.
SELF SERVICE KIOSK - NEW KEY
OBJECTIVESTransform the kiosk into …
…a Point of Sale, driving airline (airport revenues) by selling…
• Tickets, Upgrades, Bags, Spend Miles, …
…a position to print Bag Tags
• Take away time spent at the baggage belt
• Decrease queues
• Increase Airport throughput
…a position to manage Passenger Identity
NEXT GEN KIOSK FUNCTIONALITY
…NOT JUST ANY KIOSK….• Standard functionality based on the CUSS standards
• Larger 19” multi-touch screen
• Space for dual bag tag
• Payment device +
• SITA’s Common Use Payment solution
• New hoodless passport scanner
But also...
• NFC functionality for
payment, boarding
passes
• Video / audio
• Lighting (guiding,
branding & assistance)
• RFID for passports
• Flexible branding
• Ready for deaf / blind
interaction
• Meet ADA/DOT
standards
• Remotely managed (ex.
stock refill & hw failure)
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THE ONE-STEP PROCESS
Passengers will do the following tasks at the Self BagDrop unit:
• Identify themselves
• Choose a seat
• Buy ancillary services if available
• Print their boarding pass
• Print their bag tag
• Attach the tag to their bag
• Position the bag on the conveyor belt
• Inject their bag
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THE TWO-STEP PROCESS
Passengers will do the following tasks at the Kiosk
• Identify themselves
• Choose a seat
• Buy ancillary services if available
• Print their boarding pass
• Print their bag tag
• Attach the tag to their bag
at the BagDrop unit
• Identify themselves
• Position the bag on the conveyor belt
• Inject their bag
THE 1.5 STEP PROCESS
Passengers should be already checked-in and have their boarding pass
At the Self BagDrop unit:
• Identify themselves
• Print their bag tag
• Attach the tag to their bag
• Position the bag on the conveyor belt
• Inject their bag
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Scan&FlyRETRO-FIT Using existing
infrastructure
Drop&FlyNEW - FIT Replacing existing
infrastructure
• Modular and fully customizable
• A truly end-to-end bag drop solution
beyond hard and software
• Flow management and monitoring
• Training for ground agents, signage,
instruction videos and more
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Existing airport check-in desk Over the belt
BagDrop
In front of desk
kiosk
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Existing airport check-in desk Dedicated bag drop Dual-desk bag drop
TRANSFORMING A NEW TERMINAL
AIRPORT iVALIDATE
• It addresses the security issues related to the web and
mobile check-in boarding passes...
Displays the contents of a 2D BCBP
Integrates automated gates (eGates)
Supports handheld terminals (HHTs)
Supports agentmanned workstations
Integrates with AODB/FIDS system
Extends the APC CUPPS platform
Validates BCBPs against airline DCS’
Validates departure terminal/gate
Validates departure time/date
Validates flight number
Validates departure airport
Detects duplicate boarding passes
Self Service BP validation
Self Service Boarding Gates
• Self Boarding speeds boarding
• The boarding process is quicker and ground handling can take
measures in case of missing passengers earlier
• Staff can focus more on other tasks like excess hand luggage,
security…
• Reduced risk of delay and shorter gate occupancy time
• But challenges with requirements for ID-check
On Arrival - Bag Recovery
WorldTracer Kiosk
• Does for lost baggage what CUSS kiosks have done
for passenger check-in
• Use baggage claim agents to assist passengers with
complex issues
• Use kiosks to assist passengers with “simple” issues
• Improves passengers’ overall experience at the airport
• In special stress situation passengers do not have to
wait long time just to get to an agent
• Reduces the requirement for skilled staff
on duty
Thank You
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