Catering for smarter travelers: Paul Behan, Director, Passenger IATA

1Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014

Paul BehanDirector, Passenger

IATA

2014 Air Transport IT Summit

Brussels, June 18, 2014


01

Pre-travel

02

Ticket

Issuance

03

Check-in

04

Document

Check

05

Authorisation

to proceed

06

Baggage

processing

07

Immigration

exit control

Document Check

Flight

Arrival

Departure

Transfer

Passenger Experience

08

Security

access

09

Security

screening

10

Flight

Re-booking

11

Boarding

12

Immigration

entry control

13

Baggage

collection

14

Customs


TRAVEL EXPERIENCE



Use ‘my-tech’

Shift in process ownership…

…then we question the process

Why waste time?

What is my added value?

Customer Contact & Process Optimisation


Customer Contact

Connecting to your customer


+123456789

[email protected]

Customer Contact


Customer Contact Information

- What is the industry doing?

New industry standards were endorsed and became effective as of 1

Jan 2014:

Dedicated reservation and messaging element for contact

information, with specific format for e-mail and mobile phone

(A4A-IATA Reservation Interline Messaging Procedures – Passenger [AIRIMP]

Section 3.20.1 & 3.20.2 and

RP1770 Code of Reservation Ethics)

Passenger Agency Conference Resolution 830d for travel agent

procedures in providing passenger contact details in the PNR


Process Optimisation

Removing hassle, adding value


The Past

LEGACY CHECK-IN (process steps)

Intention to travel

Seat allocation

Dangerous goods acknowledgement

Passenger data collection and documentation checks

Checked baggage

A Boarding Pass (or multiple BP’s) is produced for the passenger

Any special requirements (assistance) are processed

Any ancillaries, additional sales and offerings are processed

The last 10 years = semi automation of these components


The future?NO MORE CHECK-IN - confirm seat and issue boarding token at ticket purchase

Off Airport

Seat selection

Boarding token push

Check-out if no intention to fly

Dynamic ancillary offerings

Travel document data provided

Special requirements requested

Bag tag printed at home or permanent tag activation

On Airport

Baggage acceptance

Special requirements delivered

Document check using biometrics


The findings from our initial analysis of the processes show two

major areas of concern with the airlines:

Revenue management and commercial –

modelling and forecasting, overbooking, no-shows, go-shows,

upgrades, revenue bleed - lost sales opportunity, ancillaries

Flight departure preparation and gate processes –

knowing where the passenger is, timing for making the flight

ready to depart

Technology and process impact


Wi-Fi

Vision, Objective

Enhance customer experience by providing connectivity at the airport

allowing passengers to have easy access to real-time information.

Connectivity will build a personalised relationship with the

passenger and provide easy access to real time airline and airport

information and services

IATA and ACI are engaging in promoting the benefits of WiFi

connectivity for Passengers, Airlines and Airports


Single Token/Biometrics

Using a single token (e.g. e-passport) for all elements of a journey would

significantly streamline and simplify the travel process

To explore this opportunity IATA established a working group to investigate a

single token approach throughout the end-to-end passenger process

The main objective of the group is to:

Develop use case scenarios for Identity Enrolment, Authentication and

Verification processes, to capture passenger biometrics and use them

throughout the journey

Evaluate the risks, challenges and issues related to the potential use of

biometric data (regulatory, operational, technical, security, etc.)

Use of biometric to enhance passenger’s ground experience


Airline investment priorities

New PSS system investment and time scales

Reducing time-frame on ROI, competing priorities

Airport development, relocation and user charges

Growing passenger numbers internationally

8% growth in LATAM = building capacity is priority

Industry Challenges


New generation baggage tags

While supportive, current EU regulation requires green stripes along

the side of the tag

We are actively working with the Commission and member airlines to

amend the regulations

These regulations impact both home printed and electronic

(permanent) tags within the EU

No more Check-in

Dangerous Good acknowledgement

Some states still require a traditional boarding pass to be stamped

Regulatory challenges


What happens when we get things right?

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only.

Source: presentation of Paul Behan, IATA at the

2014 SITA Air Transport IT Summit, Brussels.

2014 Air Transport IT Summit