The document discusses the passenger journey at CDG airport through three passenger profiles: 1) Angelique, a mother traveling with her kids to Greece for a week-long vacation 2) Anne, an 8-year old child traveling to Greece for the first time 3) Frederic, a single business traveler taking a short trip to Germany It then provides recommendations to improve the passenger experience by reducing waiting times, such as mixing check-in and security processes, and improving boarding procedures. Finally, it proposes a mobile app concept to guide passengers through the airport and reduce stress of finding their way.

1. The Passenger Journey
at CDG airport
Audencia Nantes - MS MDC - April 2013
Marc Besnard - Alexandre Pichot - Hugo Rodrigues - Edgar Roussille

2. ANGELIQUE
8h
Leasure
10h
11h20
ARRIVAL
Mom
42yo
2 kids
11h45
CHECK-IN
FLIGHT
TIME
11h55
12h30
12h45
SECURITY CHECK
Check for:
Terminal?
Time?
FLIGHT
CHECKIN
TIME
GATE
€
€
Transfer to
Terminal
Check Flight Time
& Check-in desk
PIck up a cart
Walk to
Check-in desk
Queue
ID
BOARDING
CARD
Check-in
Leave cart
Walk to
Gate group
Queue
ID
Security
Check point
Customs
Passport check
Check boarding time
& gate
DUTY
FREE
Walk to
Gate
Shopping
+
Expectations:
Key Motivators
-
No unexpected event
No delay
No noise
To find her way easily
No stress for her kids
-
13h
BOARDING
AIRLINE
TICKET
Luggage
Preparation
Paris-Santorin (Greece)
for 1 week, all inclusive
11h
“I always got that
feeling of forgetting
something”
“The children are
always playing with
the cart, it’s tiring”
“Security checks are long
and stressful for my
children”
“Let the holidays begin!”
Queue
BOARDING
CARD
Boarding
ID
Take Off

3. 8h
ANNE
Leasure
10h
11h
ARRIVAL
FLIGHT
Luggage
Preparation
11h45
CHECK-IN
Child
8yo
1st timer
Paris-Santorin (Greece)
for 1 week, all inclusive
11h20
Transfer to
Terminal
TIME
11h55
12h30
SECURITY CHECK
FLIGHT
Check Flight Time
& Check-in desk
PIck up a cart
Queue
ID
BOARDING
CARD
Leave cart
Walk to
Gate group
Check-in
Queue
ID
Security
Check point
13h
BOARDING
CHECKIN
Walk to
Check-in desk
12h45
Customs
Passport check
TIME
GATE
Check boarding time
& gate
DUTY
FREE
Shopping
Walk to
Gate
Queue
BOARDING
CARD
ID
Boarding
+
Expectations:
Key Motivators
- To see the planes
- To play, to have fun
- Not to carry any luggage
- To get some gifts
- To share a moment with her
family
-
“Cart races are so
funny!”
“Airports are boring”
“Policemen are
scary”
“Mom bought
candies and
magazines”
“It was the first time I
could see planes from so
close”
Take Off

4. 11h
FREDERIC
Business
CHECK-IN
Single
33yo
Airline club
member
Paris-Frankfurt (Germany)
for 4 days, business trip
12h
12h10
ARRIVAL
FLIGHT
TIME
12h30
12h50
SECURITY CHECK
BOARDING
FLIGHT
CHECKIN
TIME
GATE
BOARDING
PASS
Luggage
Preparation
Internet Check-In
Transfer to
Terminal
Check Flight Time
& Gate group
Walk to
Gate group
Queue
ID
Security
Check point
Customs
Passport check
Check boarding time
& gate
Walk to
Gate
Work at Airline lounge
Queue
+
Key Motivators
Efficiency
No unexpected event
No waiting
No disturbance
To have internet access
Private lounge space
-
“I hate packing
up, it’s so long
and tiresome”
“I don’t like
waiting”
BOARDING
CARD
Boarding
Expectations:
-
13h
“I finally get to chill a bit,
check my emails, my calls...”
ID
Take Off

5. RECOMMENDATIONS
WAITING TIME
To mix Check-in and Security check: to do everything at once so
that we do not have to undergo a stressfull moment twice. Plus it
would become easier to act on that particular moment in order to
provide a more positive experience.
“Express Way” for business travellers: The first thing to do would
be to get existing solutions better known and then, to work on a
better interoperability between all the services that allow
passengers to go faster through the airport (PARAFE...).

6. RECOMMENDATIONS
BOARDING
They already have a relatively good time within boarding lounges
and gate areas but the very moment when they get on the plane is
still problematic:
- On the gateway, it is often chilly, windy and sometimes not very
stable
- The bus is often crowded and passengers do not usually expect
that inconvenient extra-step to get on the plane.
To entertain the passenger on his/her way onto the plane:
- Gateway’s walls or bus’ windows could display photos & videos
of the destination
- Relax, zen music
- Red light within these places to provide a comfy, secure feeling

7. CONCEPT IDEA
Goal: To make it easier for the passenger to find his/her way
through the airport and so reducing the stress related to the
waste of time when they try to find where to go.
A mobile app that would take the passenger by the hand:
- Before the trip:
- To provide useful information about the destination (Visa,
Customs regulations, How to best prepare for Jet lag...)
- Linked with a personnal space with a “To do” list.
- Push notifications about travel planning and any useful info.
- Inside the airport:
- By using geolocalization services, passengers would get direct
and personalized indications on where to go and when.
- Useful tips like “You should park your car on Parking B - zone X
to be closer to your checkin desk, number B43”.
- When the passenger is not moving or located in a waiting area,
they could discover the duty free products and start shopping.