PANEL 4: Aviation innovation – Supporting your passengers and sustaining your business - Seamless passenger processing at airports - challenges and opportunities - P.K. Kapoor, Advisor – IT, Airports Authority of India
3. Domestic air passenger traffic grew
7.7 percent in July’2013 as compared
to July ‘2012.
Domestic traffic in July’2013 stood
at 9.69 million, as compared to 9.0
million in July 2012.
4. 20+ airports in India
Planned to come under PPP model
with expansion and
improvement programs
Exceeding investment of
INR 8500 Crores
5. On the other side, the industry
is struggling to meet customers’
expectation …..
7. Information Technology (IT) will
play a crucial role in helping the
airports succeed in
accommodating growth,
reducing costs while
improving customer’s travel
experience
8. IT To Improve Customer Service
• Specific focus on three areas to improve
customer service
– Passenger processing
– Mobility
– Disruption Management
9. Passenger processing
• Traditional Passenger Processing Services –
Dedicated Systems
• Common Use Check-in & Boarding Systems
• Electronic Signage and Way Finding
• Baggage Handling System & Baggage
Reconciliation
• Public Address and Voice Alarm system (PAVA)
& Airport Paging
14. The Digital Traveller
• Over 90% of the passengers travel with a mobile device
• Evolving mobile devices, hardware and applications will
improve the customer journey
• Mobile phones are used for check-in and boarding
• In addition, RFID and NFC “databases” provide
1-1 marketing opportunities
• M-payment, m-wallet, m-entertainment
16. So, it is about leveraging technology to…
Stakeholders
collaborating
to provide the
winning
formula
Speed up
passenger
processing
Facilitate
passenger
enablement
Reduce
frustration
Allow existing
terminals to
handle more
passengers
Improve
predictability
Improve your
customers’
travel
experience
The more and more the industry moves to self-service the more IT will play a critical role Flexibility: Airport operators want to utilize technology to supplement “Bricks and Mortar” capacity Ensure Airlines/Tenants have infrastructure to support their applications To increase their non-aeronautical revenues by expanding the range of business services to tenants such as shared use services, integrated voice and data services, flexible allocation of space, assigned on a per event basis, eg flight Improving the customers’ travel experience Flexible use of scarce and expensive physical assets such as gates, check-in kiosks, transfer and check-in desks Airports want to drive more non-aeronautical revenues Information Technology has a primary role in improving customer service Self-Service has had a positive impact on customer service and is rapidly becoming the preferred process Primary customer “pain points” remain in the area of baggage, security and disruption management Foster everyday means of communication