Enabling the Digital Travel

Wearable Computing between

Lab Testing and Deployment

Boris Padovan

07 MAR 2014

SITA LAB

Agenda

• Who we are

• The passengers’ wish list

• Our pilot work with Virgin Atlantic Airways

• Summary

2 | 2012 Passenger Self-Service Survey | © SITA

SITA LAB

AIRLINES

GOVERNMENTS

GLOBAL

DISTRIBUTION

SYSTEMS

AIRPORTS

AEROSPACE

INTERNATIONAL

ORGANIZATIONS

AIR

CARGO

WHO WE ARE

SITA is owned by the air transport industry

As a unique hybrid commercial-cooperative

model

We work collaboratively with:

AIR

NAVIGATION

SERVICE

PROVIDERS

AIRCRAFT

& AIRFRAME

MAKERS

3

SITA LAB

SITA members (extract) Representing Regional Airline Groups, Airport Group and ICT Group

Northern Europe Group

Sub-Sahara Africa Group

North Asia &

Pacific Group

North American Group

South Asia & India Group

North Africa &

Middle East Group

Middle & North Africa

Group

Airport Group

ICT Group

Latin America &

Caribbean Group

4

CIS & Russia

Group

Southern Europe Group

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OUR PEOPLE ARE YOUR PEOPLE

A TRULY GLOBAL ORGANIZATION

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Agenda

• Who we are

• The passengers’ wish list

• Our pilot work with Virgin Atlantic Airways

• Summary

6 | 2012 Passenger Self-Service Survey | © SITA

SITA LAB

SECURITY, TRANSFER AND CHECK-IN

CONSIDERED MOST STRESSFUL

7

SITA LAB

8

PASSENGERS’ PRIORITIES FOR

TECHNOLOGY ADOPTION

© SITA

SITA LAB

Improving Passenger Experience is the

Key Driver for airport IT investment

9 © SITA

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This is reflected in investment plans

10 © SITA

SITA LAB

THE ROLE OF MOBILE IN SELF-SERVICE IS

STARTING TO TAKE OFF

11

Bag Claim Transfer Boarding Dwell Time Security Bag Drop Check In Booking

© SITA

SITA LAB

ADDRESSING THE MOST STRESSFUL

12 © SITA

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WE INNOVATE. TOGETHER

• SITA Lab: Harnessing the power of emerging IT

• Committed resource and funding for the industry’s future

• Investing around 5% of revenue for R&D

• Innovation ecosystem of partners

“By working in partnership

with our customers, SITA

Lab is revolutionizing the

passenger experience.” Jim Peters, CTO, SITA

• iPad kiosks

• Augmented reality

• Social booking & check-in

• API platform for air transport:

developer.sita.aero

• Airport geolocalization

• Mobile portal

• Mobile boarding pass API

• Cabin crew tablets

• Big data, business intelligence and

predictive analytics

• Near Field Communication

VISIONARY

INNOVATORS

SITA LAB

Agenda

• Who we are

• The passengers’ wish list

• Our pilot work with Virgin Atlantic Airways

• Summary

14 | 2012 Passenger Self-Service Survey | © SITA

Sixth Sense Virgin Upper Class Wing

Wearable Computing Trial

SITA Lab

SITA LAB

Background: SITA Lab investigating

wearable computing for ATI usage in 2013

Piloting airport & airline

applications using both

Smart Glass & Smart

Watches in addition to

wristband

SITA LAB

Virgin Atlantic Airways (VAA)

Project Objectives

• Evaluate if wearable technology is practical in an airport

environment

• Discover if the push notification of accurate and relevant

information in real-time enhances customer experience

and/or improves productivity and efficiency of agents

• Exploit the innovative use of new technology for PR to

consumer and industry press thereby increasing Virgin

Atlantic’s reputation as a forward-thinking brand

• Understand passenger acceptance of staff wearing

Google Glass

SITA LAB

Background

• Upper Class Wing (UCW) is an entrance at LHR dedicated to VAA first, business & gold card members.

• Passenger arrival is planned in advanced – typically via VAA arranged Limo, but sometimes private car drop off. Boarding cards and bag tags are pre-printed for the passenger.

• Dispatch team at UCW have list of expected arrival times of cars, and the passengers in the cars.

• On arrival at checkpoint barrier, car is identified by registration number, and a dispatcher instructs a waiting VAA Host to pickup the boarding card / bag tag and greet the passenger. The Host will do a doc check and direct the passenger to security.

• The Host will then tell the dispatcher the passenger is cleared, and the Host is returned to the pool of available greeters. The dispatcher manages this pool with a set of named plastic laminated cards

• The whole process typically takes about 2 minutes.

SITA LAB

Sixth Sense Trial in a Live Environment

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Sixth Sense Trial

Dispatch Center

SITA LAB

Sixth Sense Trial Dispatch Center

Radio based task

assignment

All paper based process

Host has only basic

information on passenger

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Sixth Sense Trial Host waiting for

assignments

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Sixth Sense Trial Passenger ticket and

boarding pass ready for host

to pick up

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Technology

• Dispatcher.

• HTML5 web app, designed for touch screen tablet.

• Running on iPad Mini or Android tablet.

• Uses 3G for connectivity.

• Hosts

• Android Smart Phone (TBD) with 3G sim card, tethered to either • Google Glass or Smart Watch (TBD)

• UCW Platform

• Java Web App running in cloud to manage messaging from Dispatcher to Hosts.

24 | eCabin Statistics – Phase 1 | Confidential | © SITA 2012

SITA LAB

Hardware for project

The following hardware has been selected for the trial:

One Google Glass(limited availability) Three Sony Smartwatch 2

SITA LAB

The Trail

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Sixth Sense Trial Host waiting to greet

passenger

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Sixth Sense Trial Host wearing Google Glass

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Sixth Sense Trial Host wearing Google Glass

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Sixth Sense Trial View from Google Glass

Task Assignment

SITA LAB

Sixth Sense Trial View from Google Glass

Flight information on

departure & Passenger

Frequent Flyer Status

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Sixth Sense Trial View from Google Glass

Transportation information

on arrival

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Sixth Sense Trial 6 weeks trial period

Hardware used:

> Sony Smartwatch 2

Google Glass

Same features available

on the Smartwatch as for

Google Glass

SITA LAB

Technology research for the

Air Transport Industry