Passenger Terminal Expo 2011 : CPH

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
Dimitris Bountolos
Coordination & Hub Deputy Director
Iberia Airlines

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Production General Division
Madrid/Barajas Airport Division
Project
All the airport on our hands
(Accurate information anytime/anywhere)

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Production General Division
Madrid/Barajas Airport Division
Employee
Autonomy
Information
Capacity of
decision
Customer
Precise
information
Fast Solutions
Environment
Global
Competitive
Constantly
changing
Reason of being: The information always available simply where it´s needed,
updated and provided in an attractive way to our clients.
All airport over our palm at the service of the
employee and the customer

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Production General Division
Madrid/Barajas Airport Division
Customer Service
Supervisor
Chek-in & Boarding
Supervisor
• They felt vulnerable to incidents, with empty
hands.
• They had the constant feeling that they lack
information.
• They had not integrated fully the significance of
his figure as a key link between the client and
the rest of the staff. They represent the first
contact: mediator, trainer, evaluator, ...
• All assayed daily experiences are not distributed
smoothly within the company.
• Due to the large size of the airport and the
simultaneity of operations they had the
perception sometimes to be in the wrong place
at the wrong time.
Feeling of helplessness of our supervisors when they had to manage
Incidences (they felt like acting with empty hands)

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Production General Division
Madrid/Barajas Airport Division
NOT TOLERATE WAINTG
NO LACK OF
INFORMATION
HIGH DEMAND AND
LOW TOLERANCE
WANT TO BE UNIQUE WANT MULTIPLE SOLUTIONS
THEY WANT THE CONTROL
THEY WANT TO BE
CONNECTED THEY WANT TO CHOOSE
WANT TO CREATE THEIR OWN
STANDARDS
THEY WANT TO PARTICIPATE
IN SOLUTIONS
THEY WANT TO FELL INDEPENDENT BUT
ALWAYS CONNECTED WITH THE INFORMATION
Our customers are increasingly demanding more information. We
require updated them at all times: The 10 basic requirements.
1 2 3 4 5
6 7 8 9 10

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Production General Division
Madrid/Barajas Airport Division
August 2010 enabled
on a specific area for
free use of IPAD
lounge in AMS
In june 2010, Malasya
starts using the IPAD in
the check-in area as a
new device for a totally
ne remodel auto check-
in platform
Our global environment during the 4 months following the release
of IPAD had launched various projects over that device
In December 2010, Delta
let passengers at JFK
order food at the
boarding gate via IPADs.
They created the IPAD
dinning stations
In June 2010, Qantas
low-cost subsidiary
Jetstar became the
first airline in the world
to offer the Ipad for
rent
In January 2011
during the world
tourism fair Iberia
launches de IBPad

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Production General Division
Madrid/Barajas Airport Division
If the customers and our employees are asking for information we were
forced to give it to them through the device and the platform "most desired"
NOT TOLERATE
WAINTG
NO LACK OF
INFORMATION
HIGH DEMAND AND
LOW TOLERANCE
WANT TO
BE UNIQUE
WANT MULTIPLE
SOLUTIONS
THEY WANT TO
BE CONNECTED
THEY WANT TO
CHOOSE
THEY WANT TO
PARTICIPATE IN
SOLUTIONS

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Production General Division
Madrid/Barajas Airport Division
We decided to bring the information with an IPAD with the Iberia´s branding
with dozens of digital content to our employees and customers

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Production General Division
Madrid/Barajas Airport Division
It was specifically designed a branded cover for the IBPad in order to
reinforce the visibility of the product
• Around 30 units have been included into the project
• No more than 20 concurrent employees in all airport will carry during all their shift the IBPad
• No more printouts will be required
• It has been also deployed an automatic assignment system in order to monitorize the usage of all
terminal and track the status of each one

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Production General Division
Madrid/Barajas Airport Division
During October 2010 began field trials with the real future users, we
evaluated the usability, battery life and technical aspects of the platform
The reception by the staff was very good, they proposed additional content, we
were surprised as a terminal and the information contained in it could
generate an "empowerment" in all supervisors

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
Members of the Iberia´s customer service department testing the IBPad during
the trial period. There were also performed test with real customers

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Production General Division
Madrid/Barajas Airport Division
• Information on passengers at risk of missing connecting flights
and their status as customers.
• Information on passengers on intercontinental flights that have
not yet checked-in.
• Flights at risk of being delayed or cancelled and any other
incident that would impact on customers.
• The list of passengers on each flight who need assistance.
• List by departure zone of the status and progress of boarding
procedures.
• Baggage remaining to be loaded on each flight, with
passenger name.
• Incoming flight with baggage incidents, along with the
number and names of affected passengers.
• View of main customer care documents.
• Images taken by the cameras in the area that show the length
of queues, etc.
• The current status of check-in counters (open, closed, number
of employees on duty).
• List of employees due to come on duty, with clock-in times
and first scheduled tasks.
• List of employees with the least experience and their location
and duties at all times.
• Details of all the check-in and boarding tasks to be performed
for the airlines served by Iberia ground staff.
There were developed in a record timeframe all the content completely “in-house”
Many of the final users participate requesting detailed information and new functions.
Several of the content specifically developed for the IBPad
Customer Service
Supervisor
Chek-in & Boarding
Supervisor

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Production General Division
Madrid/Barajas Airport Division
Local passenger forecast profile Online state of the check-in area
Examples of the content specifically developed to the IBPad 1 of 3
• Clear view of the status of each
counter desk
• Aggregated account highlights the
total number of counters for each type
• Differentiated by traffic type.
• Represented booked & checked Pax.
• Average levels defining the intensity

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Production General Division
Madrid/Barajas Airport Division
Delays status of the departures & arrivals Online passenger connectivity viewer
Examples of the content specifically developed to the IBPad 2 of 3
• Pairs of connections represented with
the available connection time
• Top Tier attributes and baggage
information included
• Online viewer of all fights delayed
• Including the number of customers
affected

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Production General Division
Madrid/Barajas Airport Division
Online boarding state by boarding area Status of the potential overbooking
Examples of the content specifically developed to the IBPad 3 of 3
• Status of all boarding task per area
• Online information about the
remaining customers to be boarded
• Potential overbooking, Upgrading list
• Potential overbooking and upgrading
list
• Remaining minutes before the closure
of the check-in & boarding

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS
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Production General Division
Madrid/Barajas Airport Division
• Text messaging between all users
• Pop-Up alerts broadcasted from a central console
• Video-Conferencing with multi-language translators
• Dynamic forms in order to audit the performance
and service offered by the staff
• GPRS&·3G signal triangulation will provide the
position of each supervisor inside the terminal
• Online Surveys offered to the customers after the
resolution of any incident
• Activation of IP-Voice creating a multi link Push to
Talk network
• A complete set of recorded messages in many
languages will be available ready to be
broadcasted over the general speakers of the
terminal
• Easy Web Check-in as a new content
• Boarding & Bags tags printing capabilities
• ….
We are right now working in the new release……
New features & functionalities in which
we are already working
2

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Dirección General de Aeropuertos
Subdirección del Aeropuerto MAD-BJS