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How NFC can Improve Passenger Experience at the Airport: Lena Erneling Albers, Manager Mobile Services, Scandinavian Airlines www.SITA.aero
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How NFC canimprove passengerexperience at the airport
1
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
11/4/2014
Lena Erneling Albers, Manager Mobile Services, Scandinavian AirlinesLena Erneling Albers, Manager Mobile Services, Scandinavian AirlinesShapingShaping the Future the Future TogetherTogether, 29, 29--30 30 OctoberOctober , Amsterdam, Amsterdam
My presentation will focus on the following…
• Background - Why NFC ?
• SAS NFC solution
• Experience so far
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
2 11/4/2014
• What’s next
• Future ?
Background - Why NFC ?
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
3 11/4/2014
?
SAS Brand Promise
MAKES YOUR
TRAVEL EASIER
MAKES YOUR
TRAVEL EASIER
11/4/20144Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
How can we make travel easier at the airport ?
• Save time
• Give the customer control
• Value for money
• Hassle-free and easy
• Information
11/4/20145
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
Our strategy ... provide innovative and time saving solutions with focus on two areas
SelfServices
Gives the customercontrol !
Target 100 % in all key touch points
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
Mobile Services
6 11/4/2014
Main travel”tool” !
SAS NFC solution
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
7 11/4/2014
Mobile phones equipped with NFC was low in Scandinavia 2010
SAS Smart Pass is a NFC sticker that the customer can easily attach on the mobile phone
SAS Smart Pass
It is offered to our most loyal frequent travelers –EuroBonusGold & EuroBonusDiamond members
8
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
11/4/2014
How does it work ?
• SAS Smart Pass replaces the Euro Bonus Card as “ identification” at the
airport
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
9
• Resembles the EuroBonus card with a clear SAS branding
• Programmed with the EuroBonus number and expiry date which is also printed on the NFC sticker
• The NFC reader “behaves” as a card reader and existing routines are used to
communicate with the backend systems
11/4/2014
SAS Smart Pass - Traveller’s Experience
3. Identification
for check-in and
luggage
1. EuroBonus
travellers get a
mobile sticker
1. EuroBonus
travellers get a
mobile sticker
2. Travellers
check-in on web
or mobile
6. Boarding the
aircraft
10
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
11/4/2014
aircraft
4. Identification
at Security &
Fast Track
5. Access SAS
Lounge
SAS was the first airlines to offer a NFC solution on international air travel
• Smart Pass was introduced October 2011
• It can be used for travel on SAS and Widerøe
− within Scandinavia and
− from Scandinavia to countries within
Schengen
Approx 1000 Smart Pass readers are installed
11Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
11/4/2014
• Approx 1000 Smart Pass readers are installed at all airports in Scandinavia
• The same graphical symbol on both the Smart
Pass and the Smart Pass readers makes it easy for the customer to quickly find the reader
Experience so far
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
12 11/4/2014
Customer usage
87%have applied the SAS Smart Pass to their mobile phone
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
13 11/4/2014
50%average usage just a fewmonths after launch
Smart Pass has a very high satisfaction among our customers
Easy to apply on the mobile phone
The readers are easy to find
Smart Pass is easy to use!
Smart Pass meets my
needs!
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Smart!!!
It´s an easy and user friendly way to ”store” a boarding pass, much easier than paper or
credit card
Yes, I will use Smart Pass
again!
Install it all terminals, I think it´s really
convenient!
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved
11/4/2014
I think it´s much esaier than using cards, you don´t have to open your wallet
SAS Smart Pass makes you travel easier !Benefits for the travellers
• Time saving - reading is fast and requires no interaction with the mobile
(can be switched off!)
• Easy to use - just tap and go !
• Always at hand- no need to take out the EuroBonus card from the wallet
or print a boarding card !
Benefits for SAS
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Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
Benefits for SAS
• Support SAS commercial goal 100% self service
• Innovative
• Increase SAS brand value and generate revenue as a differentiator
against other airlines
• Mobile centric development – keep up the competition, most airlines
will make significant IT investments in mobile services over the next years
Experience so far - Summary
Makes travel easier and improves thetravel experience for passenger����
Create hype around SAS Smart Pass and NFC technology����
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
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Get passengers used to NFC technology in an easy manner����
and NFC technology����
11/4/2014
What’s next
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17 11/4/2014
Transferring from Smart Pass sticker to Smart Pass App
Many benefits of Smart Pass App
• Reduce cost for SAS by replacing the sticker with an app
• Increase number of users since offered to all Euro Bonus members
11/4/201418Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
• Attracts frequent travelers that are early adopters of new technique
• Customer request to use an app instead of a sticker
• No cost for new infrastructure -1000 NFC readers installed can be used
• Happy customers ! Customer satisfaction is high for mobile services
It is easy to use SAS Smart Pass App…
• The app is developed based on HCE (Hosted Card Emulation)
• NFC mobile with Android version 4.4
Kit Kat
1. Download SAS Core App
2. Activate ”Smart Pass” (onlydone once) NFC must be done once) NFC must be switched on
• After SAS Smart Pass App has beenactivated it is shown on the EuroBonus
page
• EuroBonus number must be in the
booking
2014-11-04
STONM-G Lena Erneling Albers
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
Reading at the airport
Mobile must be switched on and the screen active ( you don’t need to start
the
app and the mobile can be locked).
Place the back of the mobile
close to the reader.
2014-11-04STONM-G Lena Erneling Albers
The launch of SAS Smart Pass App is planned end of this year !
Future ?
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
21 11/4/2014
Many potential future uses of NFC at the airport
• Storage and reading of NFC boarding pass on mobile device
(replace QR code)
• NFC tags embedded in luggage tags to quickly access baggage information (permanent bag tag)
• Marketing & communication
• NFC payment application for purchases in the airport or
onboard
access
11/4/201422Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
• To provide access for staff to secured areas via their mobile device
Enablers – What’s needed?
Industry standards for NFC ( ref IATA)
Increased penetration of NFC enabled phones (including iPhone). 44% of SAS Customers and 80% of EB members use iPhone without NFC
Support from airports and suppliers for necessary infrastructure
Customer acceptance - will customer like Smart Pass App as much as
Smart Pass sticker ? Sticker vs app solution to be evaluated in a Smart Pass sticker ? Sticker vs app solution to be evaluated in a customer survey
NFC- app reading must be fast and reliable
Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
23 11/4/2014
THANK YOU!THANK YOU!THANK YOU!THANK YOU!
24Copyright © SAS 2012. All material is proprietary to SAS and may not be reproduced without written consent. All rights reserved.
11/4/2014
Lena Erneling Albers