Riga North Hub 2011 airlinetrends.com

New revenue streamsacross airport customertouchpointsRaymond KollauFounder airlinetrends.comRiga North Hub conferenceMay 2011

www.airlinetrends.com

Trends and innovations Hyper Consumers – Informed, experienced, higher expectations TRENDS – Choice & control: A la carte, self-service (STEEP) Value for money INNOVATIVE – Price sensitive, rise of overall product quality SERVICES Convenience & efficiency – Crowded skies & hubs, stricter security PASSENGER NEEDS Connectivity – Always-on personal devices, real-time info New revenues Diversity – Non-western, older, female, GenY Sustainability – CO2 reduction, recycling – Virtual meetings, high-speed rail

Passenger stress levelsPrimary contributors to stress levels for Business travellers Unpredictable time for security screening 66% Travelling to and from airports 19% Check-in 8%source: SAS 2007 Mobile, real-time

Self-service & control KLM self bag tagging

Self-service & control Lufthansa Quick Boarding

Changes in passenger ground processessource: Lufthansa Systems

Passenger stress levelsSTRESS LEVEL security immigration ff e-o tak check-in landing immigration baggage g r din boa airport flight Transfer Airport Flight Airport Transfer source: Pragma Consulting Peaks in stress levels create latent demand for value added services

Baggage transfer Skybags (TAP, Iberia) €35 to Lisbon Airport +/- 1,000 passengers and 1,500 bags per year

Baggage transfer United resells FedEx service UPS LugaggeBox Within USA: $79 – 99 each way Drop at UPS stores across USA Families, seniors, sports equipment eg. NYC – LA: $66

Cross-selling: Austrian red|cab Austrian Airlines: Vienna Airport

Up-selling: Austrian red|lane Reselling access to Vienna Airport Priority Terminal: €99

Upselling: Fast track London Luton paid fast-track: £3.00 Avg 8,500 passengers per day – 19,000 peak (eg. Easter) $40 peak, $25 off-peak Annual turnover: £11 mln / €12.5 mln

Fast track: Immigration Privium (Amsterdam Airport): €119 - €185/year (55,000 members)

Lounge access€35, only for Silver-tier FFP members $39 one-time, $525 year

Retail: self-service Media Markt toGo

Catering: take onboard Grab and Fly

Catering: take onboard HMS Host B4YouBoard

Catering: take onboard Delta iPad ordering, guaranteed delivery in 10 min

Airside: Digital Nomads Airport power outlets

Airside: sponsored services Branded charging stations

Airside: sponsored servicesFree Wi-Fi from Google

Airside: brand spaces Sony Salon Vidéo HD (Paris CDG)

Airside: brand spaces Nutricia Babycare Lounge (Amsterdam Airport)

Airside: transit Transit at Delhi Airport

Airside: transit Delhi Airport snooze pods‘ for transit passengers €5,00 per hour

Airside: transit Yotel: €45-85 per 4 hours

Priority boarding 25% business travellers $10 Speedy Boarding: around GBP 9.00 Easyjet Plus: GBP 109 year $90 mln/year

Departure and arrival Lisbon, Porto, Funchal: €45-140

Baggage transfer ANA / JAL Tebura: €5 / piece

Airport transfer: BalticTAXI

www.airlinetrends.com

Contact us for an in-housetrend seminar:A full download of the latesttrends and innovations in theairline industryRaymond Kollauraymond@airlinetrends.com+31 6 4186 1136www.airlinetrends.com

Riga North Hub 2011 airlinetrends.com

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