COMMON USE TO MULTI-USENavigating the next wave in self-service

2

Self-service has virtually transformed the way we check in, cutting wait

times and improving the passenger experience. Airports and airlines looking to replicate that

success are now exploring new ways to deploy kiosk, web and mobile self-service solutions

to solve other business challenges such as:

According to the 2013 NCR Traveler Experience Survey conducted for NCR Corporation in the

U.S., U.K., China, Brazil and UAE, travelers worldwide are ready to embrace the ease and

convenience of self-service well beyond check-in. Applying this do-it-yourself mindset to

key pain points throughout the airport can mitigate potential frustration and transform the

passenger experience.

Managing Cash

Processing Baggage

Irregular Operations

Airside Merchandising

Driving Incremental

Revenue

3

TOP 5 AREAS OF OPPORTUNITY

1 BAG TAG

The time saved by checking in online or via mobile is

lost when one must wait for an agent to tag checked

bags. Airlines can maximize web/mobile check-in

bene!ts, increase ancillary baggage fees and mitigate

the number of carry-ons by automating the entire

process from check-in to bag drop.

4

Were you frustrated to have to wait in line to check a bag when you had already checked in online or via mobile?

Have you decided not to check a bag because of the anticipated delay/having to get agent assistance?

If you could print your own baggage tags without waiting in line to interact with an agent, would you do so?

21%

31%

25%

35%

28%

U.S.

Brazil

China

UAE

U.K.

14%

13%

17%

27%

22%

U.S.

Brazil

China

UAE

U.K.

83%

88%

88%

88%

77%

U.S.

Brazil

China

UAE

U.K.

BAG TAG

5

TOP 5 AREAS OF OPPORTUNITY

2 PROMOTIONS AND RETAILING

Travelers have a desire to shop while at the airport

and are more likely to respond to timely, location-

based offers. Airports and airlines can capitalize on

this desire for right-time, right-place messaging by

leveraging their existing mobile, kiosk and interactive

display channels.

6

47%

70%

47%

55%

59%

U.S.

Brazil

China

UAE

U.K.

Receiving a coupon/discount attached to your mobile boarding pass

35%

42%

38%

48%

26%

U.S.

Brazil

China

UAE

U.K.

Receiving a coupon/discount on the back of your paper boarding pass

48%

55%

60%

43%

41%

U.S.

Brazil

China

UAE

U.K.

Seeing a coupon/discount promoted through airport digital signage

22%

28%

19%

52%

25%

U.S.

Brazil

China

UAE

U.K.

6

Which of the following would make you more likely to purchase something at the airport?

Do you typically make purchases in an airport prior to your "ight?

PROMOTIONS AND RETAILING

7

TOP 5 AREAS OF OPPORTUNITY

3 CASH MANAGEMENT

While airlines and airports wish to minimize cash

handling, a number of consumers still wish to use

it and need to have local currency when traveling

internationally. There is an opportunity to deploy

self-service to eliminate the challenges associated

with cash management while making it easier and

more convenient for passengers by expanding their

payment access and options.

8

58%

78%

70%

42%

77%

U.S.

Brazil

China

UAE

U.K.

15%

20%

33%

54%

25%

U.S.

Brazil

China

UAE

U.K.

57%

54%

87%

85%

75%

U.S.

Brazil

China

UAE

U.K.

CASH MANAGEMENT

Many airlines only accept credit cards for onboard purchases, particularly on international "ights. Would you like to be able to use cash for on board purchases?

Upon arrival in another country, have you ever found it dif!cult to obtain local currency for a taxi, train or other immediate purchases?

If your plane had an ATM on board that could provide you with the currency of your destination country, would you use it?

9

TOP 5 AREAS OF OPPORTUNITY

4 IRREGULAR OPERATIONS

Having to re-accommodate passengers on delayed

or cancelled "ights can exacerbate an already

stressful situation. Airlines and airports that empower

passengers to search and book alternative "ights can

expedite the process and mitigate further frustration.

10

66%

67%

64%

81%

56%

U.S.

Brazil

China

UAE

U.K.

69%

67%

89%

84%

77%

U.S.

Brazil

China

UAE

U.K.

13

44

43

22 6

53

25

1436

50

4435

21

5341

Never had to wait More than an hourLess than an hour

%US

%UK

%Brazil

%China

%UAE

IRREGULAR OPERATIONS

Have you ever had a cancelled or delayed "ight?

In the event your "ight was cancelled, would you like the ability to search and book an alternate "ight with your mobile phone or kiosk, rather than wait in line?

How long did you have to wait to be rebooked?

11

TOP 5 AREAS OF OPPORTUNITY

5 AIRSIDE MERCHANDISING

Empty seats are rare these days. Often times the overhead

bins are full before the plane is !nished boarding, and

blankets or specialty food items run out. Airlines that deploy

merchandising kiosks for things like priority boarding,

blankets and meals at the gate have an opportunity to

better serve passenger, drive incremental revenue and

improve on-time performance.

12

13%

22%

17%

21%

25%

U.S.

Brazil

UAE

U.K.

China

28%

9%

20%

29%

21%

U.S.

Brazil

UAE

U.K.

China

36%

48%

69%

53%

52%

U.S.

Brazil

UAE

U.K.

China

12AIRSIDE MERCHANDISING

Have you ever wanted an item such as a blanket or snack on the plane but were unable to purchase one because they had run out?

Have you ever brought a carry-on bag but then had to check it at the gate because the overhead bins were full?

Would you pay a nominal fee for priority boarding to avoid checking your bag at the gate if the overhead bins were full to skip going to baggage claim upon arrival?

13

THROUGHOUT THE TERMINAL Make it easy for travelers to !nd and purchase items prior to boarding by

delivering relevant and timely offers through your existing mobile, kiosk

and digital display channels.

AT THE GATE Alleviate last minute frustrations while opening a new source of revenue

by merchandising priority boarding, meals and other items at the gate

through self-service kiosks.

HOW TO DELIVER BETTER SERVICE WITH SELF-SERVICE

IN THE LOBBY Give passengers who choose to use self-service the opportunity to complete

the entire check-in transaction by tagging their own bags or selecting and

booking alternative "ights in the case of disruptions.

NCR Corporation | 3097 Satellite Boulevard . Duluth, Georgia 30096 . USA

NCR continually improves products as new technologies and components become available. NCR, therefore, reserves the right to change speci!cations without prior notice. All features, functions and operations described herein may not be marketed by NCR in all parts of the world. Consult your NCR representative or NCR of!ce for the latest information. All brand and product names appearing in this document are trademarks, registered trademarks or service marks of their respective holders.

©2013 NCR Corporation

Visit our website at ncr.com/travel and discover how we can help you transform the passenger experience.

Let’s stay connected at blogs.ncr.com/travel

MethodologyThe 2013 NCR Traveler Experience Survey is an online survey of approximately 5,000 adult consumers in the U.S., U.K., China, UAE and Brazil was conducted in January and February of 2013 by market research !rms ORC International and Dimensions Research and Marketing Consultancy.