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Airport IT&T 2013 Lloyd Gozzett

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Airport IT&T 2013 Lloyd Gozzett

  1. 1. “The whole is greater than the sum of its parts” Aristotle Lloyd Gozzett Airport Technology Leader (Former Manager of Airport and Airline IT Operations, Emirates)
  2. 2. “THE WHOLE IS GREATER THAN THE SUM OF ITS PARTS” How can Airport and Airline Technology Managers Collaborate to Improve Customer Experience and Efficiency of the Passenger Journey? Lloyd Gozzett – Aviation Technology Leader © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  3. 3. Industry background • • • • Airport and Airline Technology Manager Large Airports across UK and Middle East Missions critical pax facing technology Accountable for Airport technology on behalf of Emirates at DXB and network • Opening of Concourse A – world’s first dedicated A380 terminal © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  4. 4. Industry outlook • Substantial growth • +30% or +800m pax by 2016 • Aircraft orders up • 55% - 2011 v’s 2013 at DXB airshow • Larger planes • A350, A380, 777X • … is Airport capacity growing at the same rate? © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  5. 5. Aviation Technology Today • • • • Mature suite of products Varying levels of differentiation Customer has a great choice of solutions …. it’s a good place to be © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  6. 6. Challenges • Airport & Airline Technology investment, typically • Costs money • Takes time And in the meantime the industry continues to grow… © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  7. 7. So what with Aristotle.. • Nearly 20 years since the arrival of the first SSK • .. the answer lies over 2000 years ago DATA EXCHANGE DATA FUSION © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  8. 8. Key benefits • • • • Improved airport planning Improved airline decision making Improved passenger experience Airport and Airline differentiation © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  9. 9. Data Exchange Model Airlines Departing PAX loads Check-in status Airport Terminal Congestion Forecast / Queue metrics Security Clearance Demand / Capacity Arriving PAX loads Baggage reclaim allocation Transferring PAX v’s Immigration Clearance Transfers / Border control process times Bag / Pax ratio’s Forecourt Congestion Passenger Tracking Passenger tracking © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  10. 10. Real life applications… Late to Gate • Predict to within 80% accuracy if a passenger is likely to be late to gate… • 20 – 30 data points • Monitor across the pax journey and provide assistance as required • Benefits to all parties • OTP, Customer Service, Congestion, Waste © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  11. 11. Real life applications… Border control and clearance • Accurate pax loads • Connecting / non connecting loads • Passport profile • • • • Accurate ATA Accurate On Chox / VTT / Doors Open Stand location Offload times / airport transit times © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  12. 12. Real life applications… Passenger Tracking • Monitoring and sharing passenger transition through various touch points • Arrival, Check-in, Security, Lounge, Gate • Communicating with passenger via mobile apps, SMS, social media, airline/airport staff • Benefits to all parties • OTP, Customer Service, Retailing, Personalisation © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  13. 13. Creating an environment for collaboration • Ensure the organisation has correct structure • Business Technology Relationship Management • Have the right people in these roles • • • • • Airport and Airline Operational knowledge Technology Leadership Relationship Management Problem solvers Innovators • Promote formal and informal forums for collaboration and innovation • Test, trial and learn together – builds trust and understanding © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  14. 14. TEAM FUSE DATA SHARE 1+1=3 © Lloyd D Gozzett. All rights reserved. ACT lloyd.gozzett@gmail.com +44 7957 77 52 92

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