1 simplifying the business international air transport association 2010 iata passenger experience...
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Simplifying the Business INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 1
IATA Passenger Experience
Airport ForumBucharest, 17 November, 2010
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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
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StB – Potential Annual Savings
0.75
TOTAL US$6.5 billion
TOTAL US$16.8 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
TOTAL US$6.5 billion
TOTAL US$16.8 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
0.8
IATA e-services
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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
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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
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What has changed and may impact the Passenger Experience?
Passenger Process Model
Airline Business Model
Government Data Requirements
79%
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Passenger Process Model
79%
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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
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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
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Fast Travel
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Fast Travel: Self-Service Suite
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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
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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
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128
CUSS Airports with scanning capability
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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.
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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?
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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 ?
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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
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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
07Immigration exit control
08Security access
12Immigration entry control
09Security
screening
10Flight re-booking
11Boarding
13Baggage collection
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
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Government Regulatory Requirements
79%
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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
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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
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Passenger Facilitation Achieving Seamless Air Travel While Meeting Security Needs Using Global Standards
30Simplifying the Business International Air Transport Association 2009
The passenger journey defined
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
31Simplifying the Business International Air Transport Association 2009
Addressing the passenger needs through StB01
Pre-travel
02 Ticket
Issuance
05Authorisation
to proceed
07Immigration exit control
08Security access
09Security
screening
12Immigration entry control
14Customs
03Check-in
06Baggage
processing
10Flight re-booking
11Boarding
13Baggage collection
04Document
Check
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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
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Future for Kiosks in the Airlines Business Model
79%
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..airlines Ancillary Services trend
Looking for Revenue generation is defining…
Change of Business Model
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Bundling & Unbundling
Inbound Fare
Comfort kit
Xtra Bag
Meal
Sky Bus
Outbound Fare
Full Airline Fare
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LCC sell up to 23% of services
US Airline Industry Total 2009 Ancillary Fee Revenue = $7.8 BSource: US DOT Form 41, table 1A
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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
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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.
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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
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Thank you for your continued support For more information, visit
www.iata.org/stbsupportportal/