Air Transport IT Summit 2015 Industry Insight sessions

1. Michael Zaddach, Senior Vice President IT, Munich Airport
SITA IT Summit 2015 - Brussels
The benefits of digitalizing the
contact with the passenger

2. Our understanding of Seamless Travel
Make travel easier and more comfortable Increase non-aviation revenues
• Provide the necessary information to the pax
• Make the travel process smoother and more
transparent
• Enhance the quality for the pax
• Collect more information about the passenger and the
behavior and preferences of the passenger
• Setup new communication channels to the passenger
• Make the right offers to the passenger at the right
moment
Seamless Travel needs both components and a balance of both components.

3. Drive Non-Aviation Business
 The non-aviation business is the segment with the highest potential for growth in the next few years.
 Primary areas for growth are retail, F&B, parking and real estate.
 Primary revenue source is the passenger
• Retail
• Food & Beverage
• Parking
• Real Estate
• Other Services
Non-Aviation
49%
Aviation
51%

4. What we want to achieve through digital channels
Personalized,
relevant information
Efficient processes Relaxing experience
at the airport
More revenuesGreat experience

5. Enhanced customer contact with the InfoGate platform
Counter
Interactive
Center
Mobile
Digital Signage
• InfoGate was developed to enhance the service quality at Munich Airport.
• InfoGate provides multi-language, video-based personal customer communication and extensive
functionality for information and navigation services on different devices.

6. Any Service available everywhere
Airports
Train
stations
Hotels
Tourism
Infrastructure operator Service provider
Railway
Carrier I
Railway
Carrier X
Airline A
Airline Z
Airports
Car-
Rental
Hotels
...
InfoGate

7. Increase service efficiency
Four InfoGate Counter managed by
only one agent on average

8. InfoGate Counter as skill multiplier for easy staff allocation
All available languages/skills are
present at all InfoGate Counter
Agent 1
Agent 2
Agent 3

9. Dynamic wayguiding
3D-Indoor Navigation 2D-Indoor-Navigation

10. Dynamic Digital Signage
• Trigger-/event and location-based information
• Time-schedule and location-based information
• Individual customized advertising/information based on
• boarding pass
• gender/age based on measurement
• Passenger counting and categorizing based on measurement
• Storing of all customer-related data in a central customer database
for further processing

11. Facts and Utilization
• 13 InfoGate Counter installed in T1 and T2 at Munich Airport
• 10.000 calls per month on average for personal service by just pressing a button
• 3 service-agents per shift
• 40 locations equipped with InfoGate Interactive
• 80.000 usages per month on average

12. Free WiFi is key to get in contact with the mobile user
• Free WiFi (24h for free) was introduced in July 2014 with partner Deutsche Telekom
• WiFi-Infrastructure is provided by Munich Airport
• Registration is mandatory (name, email)
• Terms & conditions must be accepted

13. WiFi sessions and customer contacts
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
# of validated customer contacts
# of validated customer contacts (push)
0
2,000
4,000
6,000
8,000
10,000
12,000
# of WiFi sessions per day

14. New Airport App - get in dialogue with the mobile user
• Friendly user test
• GoLive for iOS, Android and
WindowsPhone planned for
Q3/2015

15. New Airport App - get in dialogue with the mobile user
• Manage Account (address, car registration, etc.) and stepwise sign up
• Wi-Fi access on Airport Campus
• Flight search, view and show flight information, add flight to private
calendar
• My Travel (MyTickets, MyServices, etc.)
• Service catalogue, search and buy services, integration of payment
provider
• Context based, dynamic Push Services
Information, deals, coupons and services based on expected user location,
memorized flight and other contextual information
• Maps and Virtual Tour
• Multi Airport Capabilities

16. Terminal Map and Virtual Tour
Virtual Terminal Tour
• 2D Map
 manual localization (user selection)
 automated localization (WiFi, iBeacon, if available)
 dynamic guiding
• Virtual Terminal Tour (like Google Street View)
 Image data is regularly updated by airport staff

17. InfoGate Webservice connects
InfoGate Application Server InfoGate Webservice
AODB
Apps
Tablets
CRM ERP POS
Secure Gateway
External service
partners
B I

18. 1. Make travel easier and more comfortable
2. Increase non-aviation revenues
Next Steps / Parallel Steps
Digital
Services
Partners
Data & IT
Infrastructure
Organization

19. Vielen Dank
Thank You
Michael Zaddach
Senior Vice President IT
michael.zaddach@munich-airport.de
+49 89 975-32001

20. DISCLAIMER
Any use, republication or redistribution of this content is
expressly prohibited without the prior written consent of the
Author. Permission to copy and reproduce content may be
granted by the author, at their discretion, and by request
only.
Source: presentation of Michael Zaddach, Munich Airport
at the 2015 SITA Air Transport IT Summit, Brussels.
2015 Air Transport IT Summit