Rapid and reliable services on-demand, instant information at their fingertips and entertainment on tap. What will tomorrow's travelers demand as they progress through every step of the journey, from planning to booking, and arrivals to destination? How will they want to consume the services on offer and what implications does that have for airlines and airport operators? What’s clear is that as we approach a new era of air travel, the challenges of more demanding customers will require better efficiencies coupled with faster and more accurate services. www.sita.aero/surveys Catering for smarter travelers – but what will they be consuming? And wearing?: Paul Behan, Director, Passenger IATA

1. 1Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
Paul Behan
Director, Passenger
IATA
2014 Air Transport IT Summit
Brussels, June 18, 2014

2. 2Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 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

3. 3Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
TRAVEL EXPERIENCE

4. 4Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014

5. 5Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
 Use ‘my-tech’
 Shift in process ownership…
 …then we question the process
 Why waste time?
 What is my added value?
Customer Contact & Process Optimisation

6. 6Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
Customer Contact
Connecting to your customer

7. 7Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
+123456789
TEST@TEST.com
Customer Contact

8. 8Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
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

9. 9Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
Process Optimisation
Removing hassle, adding value

10. 10Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
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

11. 11Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
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

12. 12Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
 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

13. 13Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
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

14. 14Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
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

15. 15Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
 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

16. 16Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
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

17. 17Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
What happens when we get things right?

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Source: presentation of Paul Behan, IATA at the
2014 SITA Air Transport IT Summit, Brussels.
2014 Air Transport IT Summit