Air Transport IT Summit 2015 Industry Insight sessions

1. Creating a real sense of place

2. Pax CEM is an AND/ AND story
Customer Experience Management
Premises People
Passenger Experience
+ +
=
Processes
Source: ACI EUROPE’s ‘Guidelines for passenger services at European airports’.

3. Connector: a new landmark
Improving premises

4. Automated Border control as of mid 2015
Improving premises

5. Automated Boarding, trials in 2015
Improving premises

6. Long Haul Brussels Airlines lounge – Sunrise Lounge
Improving premises

7. New Brussels Airlines lounges - The Loft
Improving premises

8. New aircraft interiors
Improving premises

9. Increasing efficiency: largest security platform in EU
Improving processes and products
• Central platform with 25 screening lanes
- Largest platform in Europe
- Automatic tray return and diverter lanes
- Expendable to 29 lanes in total
• World’s first remote screening of cabin
baggage on a large scale
- Separate control room
- Security officer receives a scan with a
virtual mark on the image

10. New gate seating with comfort and functionality
Improving processes and products

11. New Brussels Airlines products
Improving processes and products

12. Alternative Check-In & Automated Drop-off
Improving processes and products
• Alternative check-in methods:
- Online check-in
- Mobile check-in
- CUSS check-in
- Automated check-in
• 75% of local SN departing pax out of BRU check-
in alternatively
• 11 automated bag drop-off units
- 65% of local Schengen SN Departing pax out of
BRU use automated bag drop-off

13. Home Printed Bag Tags and Permanent Tags
Improving processes and products
• HPBT (Home Printed Bag Tag) as of Q3/Q4 2016
- Available through the online check-in
application
• Baggage reconciliation (in- and outbound) by
end of 2016
• Permanent bag tags

14. Airport crew as ‘face’ of Brussels Airport
Improving people
Airport Crew is crucial
+ Shop staff + F&D staff + Cleaning staff + ….

15. We go the extra smile
Improving people

16. Going for the WOW factor through emotions
Customer Experience Management
Source: ACI EUROPE’s ‘Guidelines for passenger services at European airports’.

17. Emotions by introducing memorable moments
WOW moments

18. Emotions by introducing sense of place: Belgium
WOW moments

19. Tintin aircraft and high tech lounge
WOW moments

21. 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 Piet Demunter, Brussels Airport
Company and Pedro Casimiro, Brussels Airlines
at the 2015 SITA Air Transport IT Summit, Brussels.
2015 Air Transport IT Summit