1. Seamless Travel Initiatives at
Munich Airport
Michael Zaddach
Senior Vice President IT
Munich Airport

2. 27.11.2013
Seamless Travel Initiatives at Munich Airport
Michael Zaddach
Senior Vice President IT
Munich Airport

3. 29.11.2013
© Flughafen München
Munich Airport – Facts & Figures

4. Munich Airport - Facts
Shareholder:
State of Bavaria (51%)
German Republic (26%)
City of Munich (23%)
ca. 38,4 Mio.
Flight movements (2012):
aprx. 400.000
Employees at Airport:
© Flughafen München
17. Mai 1992
Passengers (2012):
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Start of operation:
> 30.000

5. Passenger volume – development and forecast
Forecast 2020/2025
70
ITP
58,2
ITP
49,8
50
6.0
%
annual increase
38,4
40
30,8
3.6
%
30
3,7%
German
average
(w/o MUC)
1992-2012
Munich
ITP Forecast
2009-2025
23,1
20
29.11.2013
12,0
10
0
0
1992
0
0
0
2000
0
0
2006
0
0
2012
0
0
2020
0
0
2025
Munich
1992-2012
Source: Flughafen München, February 2013
Intraplan Consult GmbH (ITP), März 2010; Passagierprognose für 2020 und 2025
© Flughafen München
60

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Is it possible to travel without the Internet ?

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Once upon a time ...

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© Flughafen München

10. Increase in Pax no. worldwide
0.1 billion
Passengers carried
In 1960
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© Flughafen München
1960
Source: IATA 2012
2012
2030

11. Travelling has changed
2013
29.11.2013
© Flughafen München
1960
 Always online
 Always informed
 Always in business

12. © Flughafen München
IT-Support in the Travel Chain
29.11.2013
Flight
Booking
Travel to
Airport
Parking
Shopping
F&B
(Landside)
Check In /
Bag Drop
Security
Check
Shopping
F&B
(Airside)
Boarding

13. © Flughafen München
IT-Support in the Travel Chain
29.11.2013
Flight
Booking
Travel to
Airport
Parking
Shopping
F&B
(Landside)
Check In /
Bag Drop
Security
Check
Shopping
F&B
(Airside)
Boarding

14. 29.11.2013
© Flughafen München
The Munich Approach to Seamless Travel

15. Goals for Seamless Travel Initiative MUC
Increase
Non
Aviation
Revenues
© Flughafen München
Increase
Customer
Satisfactio
n
29.11.2013
Cross
divisional
integrated
use of all
available
passenger
related
information
Better
Process
Quality
Competetive
advantage

16. Revenue Structure of Munich Airport
Growth
© Flughafen München
 The non aviation business is the segment with the biggest potential for growth in the
coming years.
 Primary areas for growth are retail, F&B, parking and real estate.
 Primary revenue source is the passenger
29.11.2013
Non Aviation
49%
•
•
•
•
•
Aviation
51%
Retail
Food & Beverage
Parking
Real Estate
other Services
Source: Annual Report 2012 – Munich Airport
Group

17. The story about the passenger at an airport
 The passenger is customer of the
airline and in most cases
anonymous to the airport.
© Flughafen München
 What does an Airport really know
about the passenger?
 How can the airport reduce the
stress level for the passenger?
 Is there a communication channel
with the passenger (bidirectional)?
29.11.2013
 Is there a sales channel to the
passenger to sell the right services
at the right time?

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© Flughafen München

19. Seamless Travel – Big Picture
© Flughafen München
Management and development of
interfaces with partners
29.11.2013
Definition of new event
triggered services
Improve the overall travel
experience for the passenger
Definition of standards with
industrial partners
Establish
new/mobile sales
channels

20. 29.11.2013
© Flughafen München
Passenger Touchpoints








Booking
Travel to Airport
Parking
Entering the Terminal
Check In
Security Check
Shopping
Information Counter

21. Principles of A-CDM
© Flughafen München
 The status of aircraft handling is exactly known during the turn around process.
 Every Milestone is clearly defined.
 All process relevant data is stored in the AODB.
Planning
Billing
PreProcessing
of inbound
data
Takeoff
Apron
guiding
Touchdow
n
Aircraft
Off block
Startup
given
Apron
guiding
Boarding
PreProcessing
outbound
data
29.11.2013
Aircraft
in block
Ground
Handling
Services
Aircraft
Towing
Ground
Handling
Services
Turn Around Process
Eurocontrol CDM Implementation Manual

22. Parallels between A-CDM and the PAX process
Milestones in PAX process
© Flughafen München
Flight
Booking
Travel to
Airport
Parking
Shopping
F&B
(Landside)
Check In /
Bag Drop
Security
Check
Shopping
F&B
(Airside)
Boarding
Flight booked / offer parking or public transport
Location of PAX / probability of arrival, time of arrival at airport
PAX arrived at airport
PAX in Terminal (check in or bag drop)
29.11.2013
PAX at security check
PAX seen at POS
PAX boarded

23. Integrative use of data in the travel chain
Aviation
Baggage
Handling
PAX
Information
Retail
Parking
Airline
F&B
Pax
Processing
© Flughafen München
Flight
Information
Non Aviation
29.11.2013
Booking
Travel to
Airport
Parking
Shopping &
other activities
(Landside)
Check In
Check In
Bag Drop
Bag Drop
Security
Shopping &
Dining
(Airside)
Boarding

24. Integrative use of data in the travel chain
© Flughafen München
Boarding Pass at Security
Car Park
InfoGate
Counter
Boarding Pass in Shops
Travel to Airport
Amadeus PNR Data
Passagier
fährt zum
Flughafen
(Audi)
29.11.2013
Passenger
Data
Gate
(Airline)
Terminal
Service
Security
Service
Authorities
Shops
Planning
...

25. In Car Airport Services
ETA from Navigation System
29.11.2013
© Flughafen München
PAX DB
Special Airport Services
if late arrival is predicted
Recalculation of
route to service
location at airport

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© Flughafen München
Bar Code on Boarding Pass
Bar Code Information:
– PAX Name
– Booking Code
– Dep./Arr. Airport
– Airline
– Flight Number
– Flight Date
– Seat Number
– Boarding Sequence No.
– Booking Class
– Frequent Flyer Number
– …

27. InfoGate – MUC‘s invention for more service
 Every interaction with InfoGate
provides information about the
passenger,
 … could be used as a
communication channel or sales
channel to the passenger.
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© Flughafen München
InfoGate provides multi-language, video-based personal customer communication and
extensive functionality for information, booking and navigation services
Interactive
Counter

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© Flughafen München
Smart Phone App
 Today most Airport Apps are used for
passenger information only.
 Airport Apps could be used as a
bidirectional communication channel and
as a sales channel to the passenger.
 Travel related data could be used in
combination with merchandising
information (advertisement, couponing, …)
 Legal aspects have to be taken in
account.
 One Airport App for many Airports?
AODB
PAX DB

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© Flughafen München

30. Mobile Travel Assistant
 ADV (Working Group of German, Austrian,
Swiss Airports) has started the Program
“Mobile Travel Assistant” in Sep. 2013.
© Flughafen München
Scope for Phase 1 (end 03/2014)
Identification of services with commercial units of all participating
Airports
BER
HAJ
Business Model
HAM
CGN
FRA
Prototyping
ZRH
DUS
STR
FMO
GRZ
INN
Identification of value add
VIE
MUC
HHN
29.11.2013
Definition of system architecture, Interface standards
NUE
Community Model, Partner Model, Operating Model
SZG
NRN

31. © Flughafen München
Thank you ...
Munich Airport
Service Division IT
Michael Zaddach
Südallee 1
85356 Munich
+49 89 975-32000
29.11.2013
michael.zaddach@munich-airport.de