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

Seamless Travel Initiatives at Munich Airport

Michael Zaddach
Senior Vice President IT
Munich Airport
29.11.2013

© Flughafen München

Munich Airport – Facts & Figures
Munich Airport - Facts

Shareholder:

State of Bavaria (51%)
German Republic (26%)
City of Munich (23%)
ca. 38,4 Mio.

Fli...
Passenger volume – development and forecast
Forecast 2020/2025
70

ITP
58,2

ITP
49,8

50

6.0
%

annual increase

38,4

4...
29.11.2013

© Flughafen München
29.11.2013

© Flughafen München

Is it possible to travel without the Internet ?
29.11.2013

© Flughafen München

Once upon a time ...
29.11.2013

© Flughafen München
Increase in Pax no. worldwide

0.1 billion
Passengers carried
In 1960

29.11.2013

© Flughafen München

1960

Source: IATA...
Travelling has changed

2013

29.11.2013

© Flughafen München

1960

 Always online
 Always informed
 Always in busines...
© Flughafen München

IT-Support in the Travel Chain

29.11.2013

Flight
Booking

Travel to
Airport

Parking

Shopping
F&B
...
© Flughafen München

IT-Support in the Travel Chain

29.11.2013

Flight
Booking

Travel to
Airport

Parking

Shopping
F&B
...
29.11.2013

© Flughafen München

The Munich Approach to Seamless Travel
Goals for Seamless Travel Initiative MUC

Increase
Non
Aviation
Revenues

© Flughafen München

Increase
Customer
Satisfact...
Revenue Structure of Munich Airport

Growth

© Flughafen München

 The non aviation business is the segment with the bigg...
The story about the passenger at an airport
 The passenger is customer of the
airline and in most cases
anonymous to the ...
29.11.2013

© Flughafen München
Seamless Travel – Big Picture

© Flughafen München

Management and development of
interfaces with partners

29.11.2013

De...
29.11.2013

© Flughafen München

Passenger Touchpoints









Booking
Travel to Airport
Parking
Entering the Ter...
Principles of A-CDM

© Flughafen München

 The status of aircraft handling is exactly known during the turn around proces...
Parallels between A-CDM and the PAX process
Milestones in PAX process

© Flughafen München

Flight
Booking

Travel to
Airp...
Integrative use of data in the travel chain
Aviation
Baggage
Handling

PAX
Information

Retail

Parking

Airline

F&B

Pax...
Integrative use of data in the travel chain

© Flughafen München

Boarding Pass at Security

Car Park

InfoGate
Counter

B...
In Car Airport Services
ETA from Navigation System

29.11.2013

© Flughafen München

PAX DB
Special Airport Services
if la...
29.11.2013

© Flughafen München

Bar Code on Boarding Pass

Bar Code Information:
– PAX Name
– Booking Code
– Dep./Arr. Ai...
InfoGate – MUC‘s invention for more service

 Every interaction with InfoGate
provides information about the
passenger,
...
29.11.2013

© Flughafen München

Smart Phone App
 Today most Airport Apps are used for
passenger information only.
 Airp...
29.11.2013

© Flughafen München
Mobile Travel Assistant
 ADV (Working Group of German, Austrian,
Swiss Airports) has started the Program
“Mobile Travel A...
© Flughafen München

Thank you ...

Munich Airport
Service Division IT
Michael Zaddach
Südallee 1
85356 Munich
+49 89 975-...
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Airport IT&T 2013 Michael Zaddach

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Transcript of "Airport IT&T 2013 Michael Zaddach"

  1. 1. Seamless Travel Initiatives at Munich Airport Michael Zaddach Senior Vice President IT Munich Airport
  2. 2. 27.11.2013 Seamless Travel Initiatives at Munich Airport Michael Zaddach Senior Vice President IT Munich Airport
  3. 3. 29.11.2013 © Flughafen München Munich Airport – Facts & Figures
  4. 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): 29.11.2013 Start of operation: > 30.000
  5. 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
  6. 6. 29.11.2013 © Flughafen München
  7. 7. 29.11.2013 © Flughafen München Is it possible to travel without the Internet ?
  8. 8. 29.11.2013 © Flughafen München Once upon a time ...
  9. 9. 29.11.2013 © Flughafen München
  10. 10. Increase in Pax no. worldwide 0.1 billion Passengers carried In 1960 29.11.2013 © Flughafen München 1960 Source: IATA 2012 2012 2030
  11. 11. Travelling has changed 2013 29.11.2013 © Flughafen München 1960  Always online  Always informed  Always in business
  12. 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. 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. 14. 29.11.2013 © Flughafen München The Munich Approach to Seamless Travel
  15. 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. 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. 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?
  18. 18. 29.11.2013 © Flughafen München
  19. 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. 20. 29.11.2013 © Flughafen München Passenger Touchpoints         Booking Travel to Airport Parking Entering the Terminal Check In Security Check Shopping Information Counter
  21. 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. 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. 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. 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. 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
  26. 26. 29.11.2013 © 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. 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. 29.11.2013 © Flughafen München InfoGate provides multi-language, video-based personal customer communication and extensive functionality for information, booking and navigation services Interactive Counter
  28. 28. 29.11.2013 © 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
  29. 29. 29.11.2013 © Flughafen München
  30. 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. 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
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