AIRPORT SERVICES driving NA-revenue - RACE2015 - KEF -SITA Etienne van Zuijlen - final slides

AIRPORT SERVICES driving NA-revenue ACI EUROPE RACE 2015 Etienne van Zuijlen Head of Business Development ASL EUR

1 | AIRPORT SERVICES | ACI-E RACE 2015 | © SITA 2015

Agenda •  Industry Initiatives / Trends •  Passenger Day of Travel example •  Non-Aeronautical Revenue potential

A view from the industry •  End-to-end self-service and automation: all check-in and ticketing

is carried out online. Smart-bag tags. No manual handling from bag drop to plane. Secure intermodal link train to airport in one step. •  Grimshaw Architects

•  Focus on passenger experience, safety, security, efficiency and by developing an integrated and adaptive complex systems approach for the design, management and operation of airports. •  Queensland University of Technology’s Airport of Future Programme

•  Optimised check-in, baggage drop and security processes for Frequent Flyers. “Next-generation check-in is all about responding to our customers’ desire for increased speed and ease through the airport process”. •  Qantas Airport of the Future Project


A view from the industry (cont’d) •  Optimal exploitation of space. Low environmental impact.

Sustainable use of resources. Maximum flexibility. •  Danish Airport Group’s ‘The Airport of the Future’ project

•  Green Airports: management of environment impact of airports that

is concerned with climate change, aircraft noise disturbance, local air quality, resource (energy and water) use, ecological and habitat disruption and wastes management. •  Ultra Green Airport Seminar


Air Transport IT Trend Surveys and Reports

Airline IT Trends Survey

Airport IT Trends Survey

Passenger IT Trends Survey

Baggage report


Passenger IT Trends Survey 2014

Ö  Passengers welcome technology because it makes a big difference to their travel experience


Airports IT Trends Survey 2014 – Key results


Airports IT Trends Survey 2014 – Key results


Airlines IT Trends Survey 2014 – Key results

Ú  Is the proportion of check-in using a mobile, kiosk or the web as of today


“Passenger‘s day of travel”

BOOKING CHECK-IN BAG DROP SECURITY BOARDING IN-FLIGHT TRANSFER BORDER CONTROL

BAG CLAIM PARKING PARKING

Ö  Mobile Travel Assist app/ Beacons üüü ü ü ü üüü ü


Ö Passengers get lost in airports

The Problem

Complex process

Complex enviroment

Information overload

Insufficient guidance


Ö It is a stressful experience

The Problem

Passengers opinions on the most stressful part of the journey


Ö The digital guide

The Solution


Ö Offering variety of Airline/ Airport services

The Solution


Maps are the key element ...

Ö Design and user experience are everything these days

Ö People will never use your app again if they don’t like it the first time

This one is accurate!


Ö SITA - Lead & Integrator & Backend

Ö  Provision of Back-end Integration platform/ developer.aero and the data APIs (e.g. flight info, baggage info, weather, etc.)

Ö  Provision of Indoor Mapping /Beacon technology

MTA - Mobile Travel Assistant

Ö Joint project with M2Mobi Ö  Leader in Mobile Airport Apps – their customers have won several prizes

for their mobile solutions, like : Ö  the “Best Sport App” ,or “#1 Airport App Worldwide”


Location Based Services Passenger view

§ Where I am ? § Where I need to go? § How to get there?

§  Screens from SITA Lab Copenhagen Airport live trial


Use cases for the ATI

Simple Use Case ü Hello! Welcome. ü  Triggering check-in ü  Airport/airline app wake up ü  Show boarding pass ü  Boarding time updates ü Direction to the gate ü Retail offers ü  Baggage carousel info ü  Parking reminders


The Airport’s Imperatives

Passenger Satisfaction

Commercial & Financial Success

Operational Excellence


Addressing the Challenges Impera(ves Challenges

Passenger Sa(sfac(on

Commercial & Financial Success

Opera(onal Excellence

Create the ideal airport experience u u u

Be?er an(cipate and manage disrup(on u u

Boost my non-‐aeronau(cal revenues u

Improve my opera(ons through be?er collabora(on u u u

Create an agile and connected infrastructure for key stakeholders (airlines, ground handlers, tenants, etc)

u

Become more tenant friendly airport u

Manage growth with my exis(ng infrastructure u u


In Conclusion

• 59% of airports consider improving the passenger experience as the most important driver of IT investment (2014 SITA Airport IT Trends Survey)

• Happy passengers tend to spend 45% more money on airport retail (JD Power – North American Airport Satisfaction Survey 2010)

• Technology is a powerfull way to keep passengers informed & happy, and help to drive non-aeronautical revenue


? 22 | AIRPORT SERVICES | ACI-E RACE 2015 | © SITA 2015

E [email protected] T +31 20 606 9604 M +31 6 12073485


FOR QUESTIONS & DISCUSSION

Creating the Ideal Airport Experience SITA’s end-to-end solution

• iTravel • AirportConnect

Kiosk

• Passenger iCheck

• Self BagDrop

• Airport Self-Service

Gates • Airport iValidate

• Fast track automated biometric identity

verification

• iTravel • Airport

Self-Service Gates

• BagJourney • AirportConnect Kiosk

• BagJourney

• iBorders Border

Automation

• WorldTracer • WorldTracer

Kiosk

CHECK-IN BAG DROP SECURITY BOARDING IN-FLIGHT TRANSFER BORDER CONTROL

BAG CLAIM


“The ideal Passenger Experience” SITA’s end-to-end solutions & services

• iTravel • AirportConnect

Kiosk

• Passenger iCheck

• Self BagDrop

• Airport Self-Service

Gates • Airport iValidate

• Fast track automated biometric identity

verification

• iTravel • Airport

Self-Service Gates

• BagJourney • AirportConnect Kiosk

• BagJourney

• iBorders Border

Automation

• WorldTracer • WorldTracer

Kiosk

CHECK-IN BAG DROP SECURITY BOARDING IN-FLIGHT TRANSFER BORDER CONTROL

BAG CLAIM


“The Smart Airport” SITA’s end-to-end solutions & services


• Airport Infrastructure Management • AirportHub • ATI Cloud

• Wireless & Mobility • Community Messaging

ICT INFRASTRUCTURE

• AirportVoice

PUBLIC ANNOUNCEMENT

• AirportCentral AirportResource

Manager • AOCC

• Airport MSI

AIRPORT MANAGEMENT

• Airport Business Intelligence

AIRPORT BUSINESS INTELLIGENCE

• Airport iValidate

• Airport iTrack • Airport iFlow

• Airport iQueue

PAX FLOW FIDS

• AirportVision

“One Ops” Through Better Collaboration SITA’s end-to-end solution & services


• Airport Infrastructure Management

Airport Management: •  AirportCentral

• AirportResource Manager • AirportResource Mobile

• A-CDM • Airport MSI

AIRPORT MANAGEMENT

• Airport Business Intelligence

• Airport iTrack • Airport iFlow

• Airport iQueue • Airport iValidate

AIRPORT BUSINESS INTELLIGENCE

MESSAGING

• Community Messaging

• Unified Communications

• ATI Cloud

ATI CLOUD ICT INFRASTRUCTURE

Documents

AIRPORT SERVICES driving NA-revenue - RACE2015 - KEF -SITA Etienne van Zuijlen - final slides