Seamless Passenger Processing at airports
– Challenges and opportunities
P.K. Kapoor
Adviser to Chairman,
Airports Authori...
Passenger growth
projected 5.3 % yearly in Next 5 years
in India
Domestic air passenger traffic grew
7.7 percent in July’2013 as compared
to July ‘2012.
Domestic traffic in July’2013 stoo...
20+ airports in India
Planned to come under PPP model
with expansion and
improvement programs
Exceeding investment of
INR ...
On the other side, the industry
is struggling to meet customers’
expectation …..
Passengers loss significant
as a result of lost time due
to flight delays in 2013 and
denied boarding
Information Technology (IT) will
play a crucial role in helping the
airports succeed in
accommodating growth,
reducing cos...
IT To Improve Customer Service
• Specific focus on three areas to improve
customer service
– Passenger processing
– Mobili...
Passenger processing
• Traditional Passenger Processing Services –
Dedicated Systems
• Common Use Check-in & Boarding Syst...
Self-service is becoming the norm….
Why some passengers do not use self-service
Self-Tagging & Bag Drop
Reduce queues and
enhance the web, kiosk
and mobile check-in
processes
Self-Boarding
• Reduce boarding time
• Allow time for staff to interact
with passengers and to
provide better service
The Digital Traveller
• Over 90% of the passengers travel with a mobile device
• Evolving mobile devices, hardware and app...
Disruption Management
• Collaborative Decision Making
• Customer notification /
rebooking
• World Tracer kiosks
• Auto ID ...
So, it is about leveraging technology to…
Stakeholders
collaborating
to provide the
winning
formula
Speed up
passenger
pro...
From long wait
times….
….to more time to shop or
relax
Thank you
pkkapoor@aai.aero
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India Aviation ICT Forum 2013 - P.K. Kapoor, Advisor IT, Airports Authority of India

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PANEL 4: Aviation innovation – Supporting your passengers and sustaining your business - Seamless passenger processing at airports - challenges and opportunities - P.K. Kapoor, Advisor – IT, Airports Authority of India

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  • The more and more the industry moves to self-service the more IT will play a critical role Flexibility: Airport operators want to utilize technology to supplement “Bricks and Mortar” capacity Ensure Airlines/Tenants have infrastructure to support their applications To increase their non-aeronautical revenues by expanding the range of business services to tenants such as shared use services, integrated voice and data services, flexible allocation of space, assigned on a per event basis, eg flight Improving the customers’ travel experience Flexible use of scarce and expensive physical assets such as gates, check-in kiosks, transfer and check-in desks Airports want to drive more non-aeronautical revenues Information Technology has a primary role in improving customer service Self-Service has had a positive impact on customer service and is rapidly becoming the preferred process Primary customer “pain points” remain in the area of baggage, security and disruption management Foster everyday means of communication
  • India Aviation ICT Forum 2013 - P.K. Kapoor, Advisor IT, Airports Authority of India

    1. 1. Seamless Passenger Processing at airports – Challenges and opportunities P.K. Kapoor Adviser to Chairman, Airports Authority of India
    2. 2. Passenger growth projected 5.3 % yearly in Next 5 years in India
    3. 3. Domestic air passenger traffic grew 7.7 percent in July’2013 as compared to July ‘2012. Domestic traffic in July’2013 stood at 9.69 million, as compared to 9.0 million in July 2012.
    4. 4. 20+ airports in India Planned to come under PPP model with expansion and improvement programs Exceeding investment of INR 8500 Crores
    5. 5. On the other side, the industry is struggling to meet customers’ expectation …..
    6. 6. Passengers loss significant as a result of lost time due to flight delays in 2013 and denied boarding
    7. 7. Information Technology (IT) will play a crucial role in helping the airports succeed in accommodating growth, reducing costs while improving customer’s travel experience
    8. 8. IT To Improve Customer Service • Specific focus on three areas to improve customer service – Passenger processing – Mobility – Disruption Management
    9. 9. Passenger processing • Traditional Passenger Processing Services – Dedicated Systems • Common Use Check-in & Boarding Systems • Electronic Signage and Way Finding • Baggage Handling System & Baggage Reconciliation • Public Address and Voice Alarm system (PAVA) & Airport Paging
    10. 10. Self-service is becoming the norm….
    11. 11. Why some passengers do not use self-service
    12. 12. Self-Tagging & Bag Drop Reduce queues and enhance the web, kiosk and mobile check-in processes
    13. 13. Self-Boarding • Reduce boarding time • Allow time for staff to interact with passengers and to provide better service
    14. 14. The Digital Traveller • Over 90% of the passengers travel with a mobile device • Evolving mobile devices, hardware and applications will improve the customer journey • Mobile phones are used for check-in and boarding • In addition, RFID and NFC “databases” provide 1-1 marketing opportunities • M-payment, m-wallet, m-entertainment
    15. 15. Disruption Management • Collaborative Decision Making • Customer notification / rebooking • World Tracer kiosks • Auto ID / RFID
    16. 16. So, it is about leveraging technology to… Stakeholders collaborating to provide the winning formula Speed up passenger processing Facilitate passenger enablement Reduce frustration Allow existing terminals to handle more passengers Improve predictability Improve your customers’ travel experience
    17. 17. From long wait times…. ….to more time to shop or relax
    18. 18. Thank you pkkapoor@aai.aero

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