The document describes the passenger journey through Charles de Gaulle airport, outlining the typical timeline and experiences of three passengers - Angelique traveling with her kids, Anne as a child on her first trip, and Frederic for a business trip. It then provides recommendations to reduce wait times, stress, and improve the boarding process through entertainment and comfort measures.

1. The Passenger Journey
at CDG airport
Audencia Nantes - MS MDC - April 2013
Marc Besnard - Alexandre Pichot - Hugo Rodrigues - Edgar Roussille

2. 8h 10h 11h 11h20 11h45 11h55 12h30 12h45 13h
ANGELIQUE
Leasure ARRIVAL CHECK-IN SECURITY CHECK BOARDING
Mom
42yo FLIGHT TIME CHECKIN
FLIGHT TIME GATE
2 kids AIRLINE
TICKET
€
€
Luggage Check for: Transfer to Walk to BOARDING Walk to Walk to BOARDING
Preparation Terminal? Terminal PIck up a cart Check-in desk Queue ID CARD Leave cart Gate group Queue
ID Check boarding time DUTY Gate Queue CARD ID
Check Flight Time Security FREE Take Off
Time? & Check-in desk & gate
Check-in Check point Customs Shopping Boarding
Passport check
Paris-Santorin (Greece)
for 1 week, all inclusive
+
Expectations:
Key Motivators
- No unexpected event
- No delay
- No noise
- To find her way easily
- No stress for her kids
-
“I always got that “The children are “Security checks are long
feeling of forgetting always playing with and stressful for my “Let the holidays begin!”
something” the cart, it’s tiring” children”

3. 8h 10h 11h 11h20 11h45 11h55 12h30 12h45 13h
ANNE
Leasure ARRIVAL CHECK-IN SECURITY CHECK BOARDING
Child
8yo FLIGHT TIME CHECKIN
FLIGHT TIME GATE
1st timer
Luggage Transfer to Walk to BOARDING Walk to Walk to BOARDING
Preparation Terminal PIck up a cart Check-in desk Queue ID CARD Leave cart Gate group Queue
ID Check boarding time DUTY Gate Queue CARD ID
Check Flight Time Security FREE Take Off
& Check-in desk & gate
Check-in Check point Customs Shopping Boarding
Passport check
Paris-Santorin (Greece)
for 1 week, all inclusive +
Expectations:
Key Motivators
- To see the planes
- To play, to have fun
- Not to carry any luggage
- To get some gifts
- To share a moment with her
family
-
“Cart races are so “Mom bought “It was the first time I
“Airports are boring” “Policemen are
funny!” candies and could see planes from so
scary”
magazines” close”

4. 11h 12h 12h10 12h30 12h50 13h
FREDERIC
Business CHECK-IN ARRIVAL SECURITY CHECK BOARDING
Single
33yo FLIGHT TIME CHECKIN
FLIGHT TIME GATE
Airline club BOARDING
PASS
member Luggage Internet Check-In Transfer to
Terminal
Walk to
ID
Walk to
Work at Airline lounge
BOARDING
CARD ID
Preparation Gate group Queue Check boarding time Gate Queue
Check Flight Time Security Take Off
& Gate group & gate
Check point Customs Boarding
Passport check
Paris-Frankfurt (Germany)
for 4 days, business trip +
Expectations:
Key Motivators
- Efficiency
- No unexpected event
- No waiting
- No disturbance
- To have internet access
- Private lounge space
-
“I hate packing “I don’t like “I finally get to chill a bit,
up, it’s so long waiting” check my emails, my calls...”
and tiresome”

5. RECOMMENDATIONS
WAITING TIME
To mix Check-in and Security check: to do everything at once so
that we do not have to undergo a stressfull moment twice. Plus it
would become easier to act on that particular moment in order to
provide a more positive experience.
“Express Way” for business travellers: The first thing to do would
be to get existing solutions better known and then, to work on a
better interoperability between all the services that allow
passengers to go faster through the airport (PARAFE...).

6. RECOMMENDATIONS
BOARDING
They already have a relatively good time within boarding lounges
and gate areas but the very moment when they get on the plane is
still problematic:
- On the gateway, it is often chilly, windy and sometimes not very
stable
- The bus is often crowded and passengers do not usually expect
that inconvenient extra-step to get on the plane.
To entertain the passenger on his/her way onto the plane:
- Gateway’s walls or bus’ windows could display photos & videos
of the destination
- Relax, zen music
- Red light within these places to provide a comfy, secure feeling

7. CONCEPT IDEA
Goal: To make it easier for the passenger to find his/her way
through the airport and so reducing the stress related to the
waste of time when they try to find where to go.
A mobile app that would take the passenger by the hand:
- Before the trip:
- To provide useful information about the destination (Visa,
Customs regulations, How to best prepare for Jet lag...)
- Linked with a personnal space with a “To do” list.
- Push notifications about travel planning and any useful info.
- Inside the airport:
- By using geolocalization services, passengers would get direct
and personalized indications on where to go and when.
- Useful tips like “You should park your car on Parking B - zone X
to be closer to your checkin desk, number B43”.
- When the passenger is not moving or located in a waiting area,
they could discover the duty free products and start shopping.