IBPAD : The World´s first Ipad Airline implementation

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Passenger Terminal Expo 2011 : CPH

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IBPAD : The World´s first Ipad Airline implementation

  1. 1. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 1 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 1 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Dimitris Bountolos Coordination & Hub Deputy Director Iberia Airlines
  2. 2. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 2 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 2 Production General Division Madrid/Barajas Airport Division Project All the airport on our hands (Accurate information anytime/anywhere)
  3. 3. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 3 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 3 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
  4. 4. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 4 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 4 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)
  5. 5. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 5 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 5 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
  6. 6. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 6 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 6 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
  7. 7. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 7 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 7 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
  8. 8. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 8 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 8 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
  9. 9. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 9 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 9 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
  10. 10. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 10 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 10 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
  11. 11. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 11 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
  12. 12. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 12 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 12 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
  13. 13. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 13 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 13 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
  14. 14. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 14 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 14 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
  15. 15. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 15 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 15 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
  16. 16. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 16 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 16 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
  17. 17. Haga clic para modificar el estilo de título del patrón Haga clic para modificar el estilo de subtítulo del patrón 17 Dirección General de Aeropuertos Subdirección del Aeropuerto MAD-BJS

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