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IT and AUTOMATION                     Operational Efficiency -                   Revolution in the Passenger              ...
Outline                  Background                  “Fast Travel”                  “Checkpoint of the Future”         ...
Background                Historical legacy                Increased pace of change                Past - IT solves pro...
“Simplifying the Business”                 CUTE                 E-Tickets                 Self Check-in                ...
E-TicketingAirport Infra Expo 2012                 5   April 2012
Self – Check-inAirport Infra Expo 2012       6    April 2012
Self – Check-inAirport Infra Expo 2012       7    April 2012
6 desks: normal check-in use   108-120   pax per   hour                            6 desks used as bag drops   300+ pax   ...
Premium                                                                               Ticketing service                   ...
Airport Infra Expo 2012   10   April 2012
“Paperless” Self Check inAirport Infra Expo 2012        11            April 2012
“Fast Travel”                  Self Tagging                          “Bags Ready to Go”                  Self Boarding ...
Bags Ready to GoAirport Infra Expo 2012     13    April 2012
Self BoardingAirport Infra Expo 2012        14   April 2012
Bag RecoveryAirport Infra Expo 2012     15   April 2012
Flight RebookingAirport Infra Expo 2012      16     April 2012
“Checkpoint of the Future”                Focused on Passengers                          “Looking for bad people not bad...
Checkpoint of the Present (?)Airport Infra Expo 2012          18                 April 2012
“Checkpoint of the Future”Airport Infra Expo 2012       19              April 2012
“Checkpoint of the Future”Airport Infra Expo 2012       20              April 2012
“Checkpoint of the Future”                Generate dialogue and                 discussion                Must we treat ...
Service QualityAirport Infra Expo 2012      22   April 2012
Service Quality                 - queue measurementAirport Infra Expo 2012        23      April 2012
Service Quality                  - Vehicle checkpointsAirport Infra Expo 2012           24      April 2012
Service Quality                - Passenger Sensitive equipmentAirport Infra Expo 2012           25              April 2012
Service Quality                - Baggage System availabilityAirport Infra Expo 2012           26            April 2012
Summary                  Background                  “Fast Travel”                  “Checkpoint of the Future”         ...
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2012_2º Seminário_DAVID STEWART - IATA

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Eventos simultâneos organizados pela Sator Eventos, a 2a Airport Infra Expo, feira de infraestrutura aeroportuária, o 1o Workshop de Varejo Aeroportuário Brasileiro e o 2o Seminário Internacional de Infraestrutura Aeroportuária da America Latina, ocorreram entre os dias 24 e 26 no Transamérica Expo Center, em São Paulo, e contaram com a presença de diversas autoridades e empresas do setor.

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Transcript of "2012_2º Seminário_DAVID STEWART - IATA"

  1. 1. IT and AUTOMATION Operational Efficiency - Revolution in the Passenger Experience David M. Stewart, Head of AirportsAirport Infra Expo 2012 1 April 2012
  2. 2. Outline Background “Fast Travel” “Checkpoint of the Future” Service QualityAirport Infra Expo 2012 2 April 2012
  3. 3. Background Historical legacy Increased pace of change Past - IT solves problems “Simplifying the Business” Present - IT provides choice “Fast Travel” Future? “Checkpoint of the Future”Airport Infra Expo 2012 3 April 2012
  4. 4. “Simplifying the Business” CUTE E-Tickets Self Check-in Kiosk Internet HandheldAirport Infra Expo 2012 4 April 2012
  5. 5. E-TicketingAirport Infra Expo 2012 5 April 2012
  6. 6. Self – Check-inAirport Infra Expo 2012 6 April 2012
  7. 7. Self – Check-inAirport Infra Expo 2012 7 April 2012
  8. 8. 6 desks: normal check-in use 108-120 pax per hour 6 desks used as bag drops 300+ pax + 10 kiosks per hourAirport Infra Expo 2012 8 April 2012
  9. 9. Premium Ticketing service desks points Kiosk Kiosk Airport Infra Expo 2012 Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Office 16 sq m Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Points Customer Service9 Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Points Kiosk Kiosk Kiosk Customer Service Kiosk Kiosk Office 16 sq m Kiosk Immigration / Central Security Search Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk Kiosk large gauge bags Excess Baggage /April 2012
  10. 10. Airport Infra Expo 2012 10 April 2012
  11. 11. “Paperless” Self Check inAirport Infra Expo 2012 11 April 2012
  12. 12. “Fast Travel” Self Tagging “Bags Ready to Go” Self Boarding Bag Recovery Flight RebookingAirport Infra Expo 2012 12 April 2012
  13. 13. Bags Ready to GoAirport Infra Expo 2012 13 April 2012
  14. 14. Self BoardingAirport Infra Expo 2012 14 April 2012
  15. 15. Bag RecoveryAirport Infra Expo 2012 15 April 2012
  16. 16. Flight RebookingAirport Infra Expo 2012 16 April 2012
  17. 17. “Checkpoint of the Future” Focused on Passengers “Looking for bad people not bad things” Traveller categories? Trusted / Frequent Traveller Regular Traveller Families / Extra Assistance Enhanced SecurityAirport Infra Expo 2012 17 April 2012
  18. 18. Checkpoint of the Present (?)Airport Infra Expo 2012 18 April 2012
  19. 19. “Checkpoint of the Future”Airport Infra Expo 2012 19 April 2012
  20. 20. “Checkpoint of the Future”Airport Infra Expo 2012 20 April 2012
  21. 21. “Checkpoint of the Future” Generate dialogue and discussion Must we treat every traveller exactly the same? Are all travellers “Guilty until proven innocent?”Airport Infra Expo 2012 21 April 2012
  22. 22. Service QualityAirport Infra Expo 2012 22 April 2012
  23. 23. Service Quality - queue measurementAirport Infra Expo 2012 23 April 2012
  24. 24. Service Quality - Vehicle checkpointsAirport Infra Expo 2012 24 April 2012
  25. 25. Service Quality - Passenger Sensitive equipmentAirport Infra Expo 2012 25 April 2012
  26. 26. Service Quality - Baggage System availabilityAirport Infra Expo 2012 26 April 2012
  27. 27. Summary Background “Fast Travel” “Checkpoint of the Future” Service QualityAirport Infra Expo 2012 27 April 2012
  28. 28. Thank you.
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