Catering for smarter travelers: Paul Behan, Director, Passenger IATA

1,044 views

Published on

Rapid and reliable services on-demand, instant information at their fingertips and entertainment on tap. What will tomorrow's travelers demand as they progress through every step of the journey, from planning to booking, and arrivals to destination? How will they want to consume the services on offer and what implications does that have for airlines and airport operators? What’s clear is that as we approach a new era of air travel, the challenges of more demanding customers will require better efficiencies coupled with faster and more accurate services.
www.sita.aero/surveys

Catering for smarter travelers – but what will they be consuming? And wearing?:
Paul Behan, Director, Passenger IATA

Published in: Travel, Business
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,044
On SlideShare
0
From Embeds
0
Number of Embeds
4
Actions
Shares
0
Downloads
28
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Catering for smarter travelers: Paul Behan, Director, Passenger IATA

  1. 1. 1Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014 Paul Behan Director, Passenger IATA 2014 Air Transport IT Summit Brussels, June 18, 2014
  2. 2. 2Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014 01 Pre-travel 02 Ticket Issuance 03 Check-in 04 Document Check 05 Authorisation to proceed 06 Baggage processing 07 Immigration exit control Document Check Flight Arrival Departure Transfer Passenger Experience 08 Security access 09 Security screening 10 Flight Re-booking 11 Boarding 12 Immigration entry control 13 Baggage collection 14 Customs
  3. 3. 3Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014 TRAVEL EXPERIENCE
  4. 4. 4Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014
  5. 5. 5Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014  Use ‘my-tech’  Shift in process ownership…  …then we question the process  Why waste time?  What is my added value? Customer Contact & Process Optimisation
  6. 6. 6Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014 Customer Contact Connecting to your customer
  7. 7. 7Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014 +123456789 TEST@TEST.com Customer Contact
  8. 8. 8Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014 Customer Contact Information - What is the industry doing?  New industry standards were endorsed and became effective as of 1 Jan 2014:  Dedicated reservation and messaging element for contact information, with specific format for e-mail and mobile phone (A4A-IATA Reservation Interline Messaging Procedures – Passenger [AIRIMP] Section 3.20.1 & 3.20.2 and RP1770 Code of Reservation Ethics)  Passenger Agency Conference Resolution 830d for travel agent procedures in providing passenger contact details in the PNR
  9. 9. 9Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014 Process Optimisation Removing hassle, adding value
  10. 10. 10Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014 The Past LEGACY CHECK-IN (process steps)  Intention to travel  Seat allocation  Dangerous goods acknowledgement  Passenger data collection and documentation checks  Checked baggage  A Boarding Pass (or multiple BP’s) is produced for the passenger  Any special requirements (assistance) are processed  Any ancillaries, additional sales and offerings are processed  The last 10 years = semi automation of these components
  11. 11. 11Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014 The future? NO MORE CHECK-IN - confirm seat and issue boarding token at ticket purchase Off Airport  Seat selection  Boarding token push  Check-out if no intention to fly  Dynamic ancillary offerings  Travel document data provided  Special requirements requested  Bag tag printed at home or permanent tag activation On Airport  Baggage acceptance  Special requirements delivered  Document check using biometrics
  12. 12. 12Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014  The findings from our initial analysis of the processes show two major areas of concern with the airlines:  Revenue management and commercial – modelling and forecasting, overbooking, no-shows, go-shows, upgrades, revenue bleed - lost sales opportunity, ancillaries  Flight departure preparation and gate processes – knowing where the passenger is, timing for making the flight ready to depart Technology and process impact
  13. 13. 13Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014 Wi-Fi Vision, Objective Enhance customer experience by providing connectivity at the airport allowing passengers to have easy access to real-time information.  Connectivity will build a personalised relationship with the passenger and provide easy access to real time airline and airport information and services  IATA and ACI are engaging in promoting the benefits of WiFi connectivity for Passengers, Airlines and Airports
  14. 14. 14Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014 Single Token/Biometrics  Using a single token (e.g. e-passport) for all elements of a journey would significantly streamline and simplify the travel process  To explore this opportunity IATA established a working group to investigate a single token approach throughout the end-to-end passenger process  The main objective of the group is to:  Develop use case scenarios for Identity Enrolment, Authentication and Verification processes, to capture passenger biometrics and use them throughout the journey  Evaluate the risks, challenges and issues related to the potential use of biometric data (regulatory, operational, technical, security, etc.) Use of biometric to enhance passenger’s ground experience
  15. 15. 15Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014  Airline investment priorities  New PSS system investment and time scales  Reducing time-frame on ROI, competing priorities  Airport development, relocation and user charges  Growing passenger numbers internationally  8% growth in LATAM = building capacity is priority Industry Challenges
  16. 16. 16Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014 New generation baggage tags  While supportive, current EU regulation requires green stripes along the side of the tag  We are actively working with the Commission and member airlines to amend the regulations  These regulations impact both home printed and electronic (permanent) tags within the EU No more Check-in  Dangerous Good acknowledgement  Some states still require a traditional boarding pass to be stamped Regulatory challenges
  17. 17. 17Passenger Experience INTERNATIONAL AIR TRANSPORT ASSOCIATION 2014 What happens when we get things right?
  18. 18. DISCLAIMER Any use, republication or redistribution of this content is expressly prohibited without the prior written consent of the Author. Permission to copy and reproduce content may be granted by the author, at their discretion, and by request only. Source: presentation of Paul Behan, IATA at the 2014 SITA Air Transport IT Summit, Brussels. 2014 Air Transport IT Summit

×