Enhancing the passenger experience at Milan Malpensa and Linate
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Presentation by Giorgio Medici - SEA Milan Airports, Italy.

Presentation by Giorgio Medici - SEA Milan Airports, Italy.

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Enhancing the passenger experience at Milan Malpensa and Linate Presentation Transcript

  • 1. Giorgio MediciCustomer Care ManagerSEA Milan Airports, Italy1
  • 2. Passenger Flow Management toEnhance Passenger Experience atMilan Malpensa2
  • 3. In 1988, The author Douglas Adams once wrote*:“It can hardly be a coincidence that no language on earth has ever producedthe expression As pretty as an airport.Airports are ugly. Some are very ugly. Some attain a degree of ugliness thatcan only be the result of a special effort.This ugliness arises because airports are full of people who are tired, crossand have just discovered that their luggage has landed in Murmansk(Murmansk airport is the only exception of this otherwise infallible rule) andarchitects have on the whole tried to reflect this in their designs”(*The long Dark Tea-time of the Soul – 1988)3Passenger Flow Management to EnhancePassenger Experience at Milan Malpensa
  • 4. 1988 - 201325 years have passed since then and arguably, ugliness is no-longerthe principle feature of any single airport, but finding the correct answer to therecurring question:‘what really makes an airport a great airport?’is still no trivial matter.Hence Improving Passenger Experienceis developing into something of a ‘mantra’4Passenger Flow Management to EnhancePassenger Experience at Milan Malpensa
  • 5. The role of Passenger Flow managementin Passenger Experience Improvement• Milan Malpensa has a history of customer satisfaction analysis which clearly statesthat on the whole we offer our passengers an ‘acceptable’ experience.• Milan Airports’ performance indicators (flight punctuality, baggage delivery,mishandled baggage rate, etc.) place Malpensa amongst the better performingEuropean Airports which encourages us to invest even further in CustomerSatisfaction.• queuing times at check-in, security and passport control undergo strictsupervision: and we know that long and unpredictable waiting times translate intoa worrying and stressful experience for the passenger.• We also like to reduce stress for our commercial directors who are delighted whengood time management and communication skills leave passengers with plenty oftime to spend (time and money) in the retail areas prior to boarding.5Passenger Flow Management to EnhancePassenger Experience at Milan Malpensa
  • 6. Passenger flow Management: a strategic issueE.R.A. and Airport Passenger Service Charter make Passenger Process measurement mandatory .Standards for queuing time at check-in, security and passport controls, are set and controlled by National CivilAviation AuthorityAviation Business evolution, Airports compete to provide better Passenger Experience. Improved PassengerExperience means increased commercial revenue and improved Company reputation. Resulting in greaterpotential appeal for traffic.Good Passenger Experience is strongly based on service time reliability and feeling comfortable whilst usingterminal facilities, from curb to gate.Commercial Directors are happier when passenger can spend more time in commercial areas, without hurryingto reach gate.So queuing time management and good communication skills (re terminal crossing time) are strategic issues6Passenger Flow Management to EnhancePassenger Experience at Milan Malpensa
  • 7. The actual tracking in MalpensaCheck-in• Manual sample queuing time trackingSecurity Lane• Bluetooth sample queuing time tracking• 2D Bar code readers Boarding card data (check-validity and time stamp)Passport control• Manual sample queuing time trackingBoarding control• Open – close boarding time logSibyl by7Passenger Flow Management to EnhancePassenger Experience at Milan Malpensa
  • 8. The data tracking in Malpensa finalconfigurationCheck-in• Automatic sample queuing time tracking (image processing or wirelessdevice tracking )Security Lane• BlueFi sample queuing time tracking• 2D Bar code readers for Boarding card data (check-validity and time stamp)Passport control• BlueFi sample queuing time tracking• 2D Bar code readers for Boarding card data (check-validity and time stamp)Boarding control• 2D Bar code readers for Boarding card data?Sibyl bySibyl by8Passenger Flow Management to EnhancePassenger Experience at Milan MalpensaSibyl by
  • 9. On Passenger side - Up-date time-to-gate informationImproving the process, data collected automatically 24/7 weekly, collected data used to inform passengers on real-time to gate from any given point inside the terminal.• Peripheral FIDS will produce time to gate from any point where they are installed along the passengerpath.• Automated info points will provide flight status information and time-to-gate, by simply scanning theboarding bar code of any media the passenger uses.QUEUINGTIME ATCHECK-INWALKING TIMEFROMCHECK-IN TOSECURITYQUEUINGTIME ATSECURITYCHECK POINTWALKING TIMEFROMSECURITY TOPASSPORTQUEUINGTIME ATPASSPORTCONTROLWALKING TIMEFROMPASSPORTCONTROL TOGATEMY TIMETO GATE9Passenger Flow Management to EnhancePassenger Experience at Milan Malpensa
  • 10. The challenge: expected queuing time calculationAssuming that technology can provide reliable queuing-time to match passenger expectationsand cater for the Airport’s needs, we are left with the following issues: When I leave check-in to go through security and passport control, technology tells me thecurrent queuing timeSimilarly to Zurich and Copenhagen Malpensa will have a SINGLE common shopping area (aftersecurity controls, prior to passport control and gates). Covering a walking distance of 200 m. In order to relax whilst in the retail area I need to know what the queue situation will be likein 15 or 30 mins time when I will have finished shopping!The queue may be increasing rapidly due to two or more large aircrafts boarding in the followinghalf hour (an A380 combined with a B777 can create quite a queue!). Such precise queuing forecast serves to a) speed passengers along to gate or b) encouragethem to spend their time and money in shops and restaurants.A reliable and accurate “My Time to Gate” forecast should create a comfortable sensation forpassengers prior to boarding.10Passenger Flow Management to EnhancePassenger Experience at Milan Malpensa
  • 11. The approach: evaluating queuing at passport controlSibylTime StampsData(Security)PassportControlWorkstationShiftsChromaACDBQueuing Data(Passport)ChromaACDBQueuing data(Passport)ProcessBehaviourTraffic DataSibylTransit TimeData(Security toPassport)PassportControlWorkstationShiftsMyTimeTo GateReal-TimeDataHistoricalDataMove to GateMy Positionin the TerminalEstimated queuingtimesfrom nowto boardingMove to GateIn XX MinTraffic DataORMy FlightWhat isthe time?11Passenger Flow Management to EnhancePassenger Experience at Milan Malpensa
  • 12. What Airport asks to Technology providersAccurate information about passenger flows is based on these essential aspects:• Reduced detection costs• Increased sample rate• Precise data to comprehend passenger behavior (without violating privacyconstraints)As the project develops these goals are more and more realistic.Now the real challenge is to develop tools able to predict precise passenger flowsuseful for both planning and time management.12Passenger Flow Management to EnhancePassenger Experience at Milan Malpensa
  • 13. At the gate; flight closure.Missing passenger times can be estimated using boarding card data scanned at security filters.For example:If a passenger has not yet passed securitycontrol and queuing time is shortairlines can decide to close boarding presumingthat the passenger was not sufficiently punctualto make the flight; this is even more accurate forLCC WEB checked passengersIf a passenger has not yet passed securitycontrol and queuing time is lengthylast call and attempts to get in touch with thepassenger at security lanes could be evaluatedbefore closing the flight.Combining queuing time data with checked boarding passes at security filters will provideprecious information for operational and commercial purposesImmediate benefits from the Airport point of view13Passenger Flow Management to EnhancePassenger Experience at Milan Malpensa
  • 14. Immediate benefits from the Airport point of viewPlanning commercial offer.Accurate data about how many passengers walk through a specific retail area can helpstructure a more effective offer.Data generated by scanning boardingpasses gives precise number of passengersper flight entering commercial areasDetailed queuing time data can supportdecisions to invest further on securityprocess leading to increased airsideshopping time.Combining queuing time data with checked boarding passes at security filters will provideprecious information for operational and commercial purposes14Passenger Flow Management to EnhancePassenger Experience at Milan Malpensa
  • 15. Data analysis at Terminal 2 in MalpensaTuesday 24thJulyTerminal 2 MalpensaOne Bagcontrol17 passengersTracked.Av 9 minsMax 34 minsEasyJetFirst Wave15
  • 16. Data analysis at Terminal 1 in MalpensaMonday 23rdJulyTerminal 1MalpensaLunch breakwrong shift planningCharter FlightsOKIntercontinentalFlight departures:wrong shift planning28 passengersTracked.Av 18 minsMax 28 mins14 passengersTracked.Av 20minsMax 34 mins16
  • 17. Data analysis at Terminal 1 in MalpensaSunday 29thJulyTerminal1MalpensaLunch breakAcceptableshift planningCharter FlightsIntercontinentalFlight departures:Acceptableshift planning28 passengersTracked.Av 12minsMax 17 mins17
  • 18. We are confident that sometime soon passengersdeparting from Malpensa will sit back in their planeseat, buckle up and exclaim:‘Ah Malpensa , what a pretty airport!’18Passenger Flow Management to EnhancePassenger Experience at Milan Malpensa