2012_ 2º Seminario_MICHAEL SAUNDERS - ARINC

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Eventos simultâneos organizados pela Sator Eventos, a 2a Airport Infra Expo, feira de infraestrutura aeroportuária, o 1o Workshop de Varejo Aeroportuário Brasileiro e o 2o Seminário Internacional de Infraestrutura Aeroportuária da America Latina, ocorreram entre os dias 24 e 26 no Transamérica Expo Center, em São Paulo, e contaram com a presença de diversas autoridades e empresas do setor.

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  • Good day Ladies and Gentlemen, my name is Michael Saunders and I am humbled and honored to be able to speak to you at the 2nd Airport Infra Expo. The topic this panel was chosen to discuss is how airport automation improves the passenger experience and most importantly how would it work or apply for Brazil To that end, I chose the approach that challenges the aviation sector to make one airport in Brazil a Top 30 airport by the year 2020.I thought about it and realized that the real goal should be to make a Brazilian Airport a member of the Elite Airport Community within 3 years !!
  • Well we all now the immediate drivers to improve the airport infrastructure: Namely the World Cup in 2010, the Olympics in RIO in 2016 but frankly these glorious athletic events underscore the TRUE DRIVER: Brazil’s rapidly growing economy makes it today the 5th largest economy in the world. And nothing demonstrates that element more than the demand for an improvement of the overall infrastructure …. and where better to begin than at the airports.
  • But let’s look at what this means …… There are numerous awards given each year by various organizations. Yet two worth noting are the Airport Service Quality Awards conferred by Airports Council International as shown in the slide here AND
  • Like the ACI Awards the Sky Trax Awards are bestowed annually.The criteria to win these awards are based on actual passenger surveys. Travelers from over 160 countries take part in the world’s largest, annual airport passenger satisfaction survey, to decide award winners.What is unique about this year’s award winners is that these three airports have placed Numbers#1 #2 and #3 respectively since 2006 with the only difference in what order they finished in the TOP 3 !!SO what is that common theme: That’s right a Commitment to Customer ServiceAnd while I will not be so presumptuous to assume that IT by itself has made these airports achieve the highest rating consistently year after year, there should be no doubt in anyone’s mind that it contributes to their mutual success and recognition.
  • Where does it begin: Well where there are terminal with multiple airlines it begins with a shared infrastructure ….. With all the benefits shown … the ultimate result is that a SHARED INFRASTRUCTURE allows Airports to Focus on Passengers rather than whose technology will they need to support. Remember it is not about the technology ….. It is about the passenger !!Let’s now look at some examples of this:
  • What are the issues: IATA has pointed to a number of steps through a passenger’s journey where bottlenecks occur and where technology can resolve those issuesCHECK – IN lines …… How many of you have checked in at an airport during peak periods and wonder if you would make the flight on time because of the congestion?
  • Sounds simple ……. The fact is there are nearly 400 airports have deployed full or partial Common Use Systems around the world and have benefitted from it for years.The CUPPS platform brings in a new dimension by simplifying airlines support of their own application rather than requiring them to support iterations of their own application depending on the common use vendor deployed at a given airport
  • Yet there is a dilemma …..
  • 2012_ 2º Seminario_MICHAEL SAUNDERS - ARINC

    1. 1. ARINC PROPRIETARY The Look of a Leader: What Makes a “Top 30” Airport?This document is the exclusive property of ARINC Incorporated, and all information contained herein is confidential andproprietary to ARINC. It is not to be published, reproduced, copied, distributed, disclosed, or used, in whole or in any partthereof, without the prior written consent of a duly authorized representative of ARINC. The information herein is supplied ARINC is a portfolio company of The Carlyle Group.without representation or warranty of any kind. ARINC disclaims all liability of any kind arising from the use of thisdocument or reliance on the information contained therein.
    2. 2. The Pressure is on: 2014 is closer than you think …. Proprietary Information Page 2
    3. 3. What Makes These Airports “Top” in their Class? Proprietary Information Page 3
    4. 4. A Commitment to Customer Service “World’s Best Airports – 2012” Only three airports worldwide achieved the top 5-star rating #1 Incheon International #2 Singapore Changi International #3 Hong Kong International Mr Hong-Yeol Choi, VP Marketing at Incheon International Airport receives the Worlds Best Airport Award Proprietary Information Page 4
    5. 5. Shared Infrastructure Available from multiple suppliers Off-the-shelf hardware and software Easy for new airlines to start operations Shared investment, shared risk, shared benefits Efficiencies of scale provide economical solutions Flexibility for airport operators as requirements change Backed by IATA, A4A, and ACI with international standards Lets airports focus on passengers vs technology Proprietary Information Page 5
    6. 6. Curing the Bottlenecks: Check-in Congestion Proprietary Information Page 6
    7. 7. CUPPS: The New Common Use Standard Common Use Business Case:  Optimizes existing check-in & gate utilization  Reduce new construction requirements from 12%-18% CUPPS will:  Reduce cost for airlines and airports by simplifying the procurement, installation & support of passenger processing  Allow airlines to have their one application working on any vendor’s CUPPS platform.  Allow airports to introduce a common use environment to their location for the first time with less impact to their airlines. Proprietary Information Page 7
    8. 8. The Common Use Dilemma: There are approximately 3000 commercial airports in the world Only 350 - 400 Airports have implemented full or partial Common Use environments SO….. Can a business model be created which allows the remaining 2600 airports take advantage of the benefits of CUPPS at a fair price? Proprietary Information Page 8
    9. 9. ARINC’s vMUSE Enterprise ™: Leveraging Cloud Computing Virtual check-in service built on the MUSE platform for airports and airlines of all sizes Requires only a PC, laptop, or thin-client device; existing printer; and standard Internet connection Eliminates servers, core computing space, costly IT professionals, more…. Fast setup, easy to use, portable Ideal solution for remote or off-site locations to introduce CUPPS Big technology without the big price tag Proprietary Information Page 9
    10. 10. Curing the bottleneck: Self Service from Start to FinishChecking In + Document Checks + Self Tagging + Self Boarding= Lower Costs, Better Passenger Experience Proprietary Information Page 10
    11. 11. The Business Case for Self-service ….. Numerous self-service studies have shown that passengers like self-service for the following reasons:  Speed  Convenience  Feeling of “control” over experience 70% of passengers would tag their own bags if they could 74% of respondents are interested in printing bag tags remotely  In Montreal 50,000 passengers per month are applying their own bag tags Proprietary Information Page 11
    12. 12. Recovering Airport Real Estate via Common Bag Drop YVR Airport: 22 Traditional airport check-in counters replaced by 5 Common Bag Drop counters Proprietary Information Page 12
    13. 13. Offsite Check-In for Flights Reduced Congestion Improved Passenger Experience Proprietary Information Page 13
    14. 14. Curing the Bottlenecks: Security Proprietary Information Page 14
    15. 15. Curing the Bottlenecks: Security …. New Choke Points Proprietary Information Page 15
    16. 16. Next Steps- Combination of Physical Security with SoftSecurity All systems interconnected cross feeding information Proprietary Information Page 16
    17. 17. Curing the Bottlenecks: Facilitation or the longest runningshow….. Proprietary Information Page 17
    18. 18. IT Makes a Positive impact on Airport Operations…… Shared passenger handling systems Shared airport operations systems Common use self service kiosks Common bag drop Cloud computing Offsite check-in Standards-based solutions promote growth and excellence Proprietary Information Page 18
    19. 19. IT Makes These Airports “Top” in their Class?Let’s make a Brazilian airport one within the next 5 years Proprietary Information Page 19
    20. 20. “The greatest danger in times of turbulence is not the turbulence; it is to act with yesterday’s logic.” - Peter Drucker Proprietary Information Page 20
    21. 21. Conclusion Thank you for your kind attention! Proprietary Information Page 21

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