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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 …

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
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    • 1. Seamless Passenger Processing at airports – Challenges and opportunities P.K. Kapoor Adviser to Chairman, Airports Authority of India
    • 2. Passenger growth projected 5.3 % yearly in Next 5 years in India
    • 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. 20+ airports in India Planned to come under PPP model with expansion and improvement programs Exceeding investment of INR 8500 Crores
    • 5. On the other side, the industry is struggling to meet customers’ expectation …..
    • 6. Passengers loss significant as a result of lost time due to flight delays in 2013 and denied boarding
    • 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. IT To Improve Customer Service • Specific focus on three areas to improve customer service – Passenger processing – Mobility – Disruption Management
    • 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. Self-service is becoming the norm….
    • 11. Why some passengers do not use self-service
    • 12. Self-Tagging & Bag Drop Reduce queues and enhance the web, kiosk and mobile check-in processes
    • 13. Self-Boarding • Reduce boarding time • Allow time for staff to interact with passengers and to provide better service
    • 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. Disruption Management • Collaborative Decision Making • Customer notification / rebooking • World Tracer kiosks • Auto ID / RFID
    • 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. From long wait times…. ….to more time to shop or relax
    • 18. Thank you