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“The whole is greater than the sum of its parts”
Aristotle
Lloyd Gozzett
Airport Technology Leader
(Former Manager of Airport and Airline IT Operations,
Emirates)
“THE WHOLE IS GREATER THAN THE SUM OF
ITS PARTS”
How can Airport and Airline Technology Managers
Collaborate to Improve Customer Experience and
Efficiency of the Passenger Journey?

Lloyd Gozzett – Aviation Technology Leader
© Lloyd D Gozzett. All rights reserved.

lloyd.gozzett@gmail.com +44 7957 77 52 92
Industry background
•
•
•
•

Airport and Airline Technology Manager
Large Airports across UK and Middle East
Missions critical pax facing technology
Accountable for Airport technology on behalf
of Emirates at DXB and network
• Opening of Concourse A – world’s first
dedicated A380 terminal

© Lloyd D Gozzett. All rights reserved.

lloyd.gozzett@gmail.com +44 7957 77 52 92
Industry outlook
• Substantial growth
• +30% or +800m pax by 2016

• Aircraft orders up
• 55% - 2011 v’s 2013 at DXB airshow

• Larger planes
• A350, A380, 777X

• … is Airport capacity growing at the same rate?

© Lloyd D Gozzett. All rights reserved.

lloyd.gozzett@gmail.com +44 7957 77 52 92
Aviation Technology Today
•
•
•
•

Mature suite of products
Varying levels of differentiation
Customer has a great choice of solutions
…. it’s a good place to be

© Lloyd D Gozzett. All rights reserved.

lloyd.gozzett@gmail.com +44 7957 77 52 92
Challenges
• Airport & Airline Technology investment,
typically
• Costs money
• Takes time
And in the meantime the industry continues to
grow…

© Lloyd D Gozzett. All rights reserved.

lloyd.gozzett@gmail.com +44 7957 77 52 92
So what with Aristotle..
• Nearly 20 years since the arrival of the first
SSK
• .. the answer lies over 2000 years ago

DATA EXCHANGE
DATA FUSION
© Lloyd D Gozzett. All rights reserved.

lloyd.gozzett@gmail.com +44 7957 77 52 92
Key benefits
•
•
•
•

Improved airport planning
Improved airline decision making
Improved passenger experience
Airport and Airline differentiation

© Lloyd D Gozzett. All rights reserved.

lloyd.gozzett@gmail.com +44 7957 77 52 92
Data Exchange Model
Airlines
Departing PAX loads
Check-in status

Airport
Terminal Congestion Forecast /
Queue metrics
Security Clearance Demand /
Capacity

Arriving PAX loads

Baggage reclaim allocation

Transferring PAX v’s Immigration
Clearance

Transfers / Border control process
times

Bag / Pax ratio’s

Forecourt Congestion

Passenger Tracking

Passenger tracking

© Lloyd D Gozzett. All rights reserved.

lloyd.gozzett@gmail.com +44 7957 77 52 92
Real life applications…
Late to Gate
• Predict to within 80% accuracy if a passenger
is likely to be late to gate…
• 20 – 30 data points
• Monitor across the pax journey and provide
assistance as required
• Benefits to all parties
• OTP, Customer Service, Congestion, Waste
© Lloyd D Gozzett. All rights reserved.

lloyd.gozzett@gmail.com +44 7957 77 52 92
Real life applications…
Border control and clearance
• Accurate pax loads
• Connecting / non connecting loads
• Passport profile

•
•
•
•

Accurate ATA
Accurate On Chox / VTT / Doors Open
Stand location
Offload times / airport transit times

© Lloyd D Gozzett. All rights reserved.

lloyd.gozzett@gmail.com +44 7957 77 52 92
Real life applications…
Passenger Tracking
• Monitoring and sharing passenger transition
through various touch points
• Arrival, Check-in, Security, Lounge, Gate
• Communicating with passenger via mobile apps,
SMS, social media, airline/airport staff
• Benefits to all parties
• OTP, Customer Service, Retailing, Personalisation
© Lloyd D Gozzett. All rights reserved.

lloyd.gozzett@gmail.com +44 7957 77 52 92
Creating an environment for
collaboration
• Ensure the organisation has correct structure
• Business Technology Relationship Management

• Have the right people in these roles
•
•
•
•
•

Airport and Airline Operational knowledge
Technology Leadership
Relationship Management
Problem solvers
Innovators

• Promote formal and informal forums for collaboration
and innovation
• Test, trial and learn together – builds trust and
understanding
© Lloyd D Gozzett. All rights reserved.

lloyd.gozzett@gmail.com +44 7957 77 52 92
TEAM
FUSE
DATA
SHARE

1+1=3
© Lloyd D Gozzett. All rights reserved.

ACT

lloyd.gozzett@gmail.com +44 7957 77 52 92

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Airport IT&T 2013 Lloyd Gozzett

  • 1. “The whole is greater than the sum of its parts” Aristotle Lloyd Gozzett Airport Technology Leader (Former Manager of Airport and Airline IT Operations, Emirates)
  • 2. “THE WHOLE IS GREATER THAN THE SUM OF ITS PARTS” How can Airport and Airline Technology Managers Collaborate to Improve Customer Experience and Efficiency of the Passenger Journey? Lloyd Gozzett – Aviation Technology Leader © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  • 3. Industry background • • • • Airport and Airline Technology Manager Large Airports across UK and Middle East Missions critical pax facing technology Accountable for Airport technology on behalf of Emirates at DXB and network • Opening of Concourse A – world’s first dedicated A380 terminal © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  • 4. Industry outlook • Substantial growth • +30% or +800m pax by 2016 • Aircraft orders up • 55% - 2011 v’s 2013 at DXB airshow • Larger planes • A350, A380, 777X • … is Airport capacity growing at the same rate? © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  • 5. Aviation Technology Today • • • • Mature suite of products Varying levels of differentiation Customer has a great choice of solutions …. it’s a good place to be © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  • 6. Challenges • Airport & Airline Technology investment, typically • Costs money • Takes time And in the meantime the industry continues to grow… © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  • 7. So what with Aristotle.. • Nearly 20 years since the arrival of the first SSK • .. the answer lies over 2000 years ago DATA EXCHANGE DATA FUSION © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  • 8. Key benefits • • • • Improved airport planning Improved airline decision making Improved passenger experience Airport and Airline differentiation © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  • 9. Data Exchange Model Airlines Departing PAX loads Check-in status Airport Terminal Congestion Forecast / Queue metrics Security Clearance Demand / Capacity Arriving PAX loads Baggage reclaim allocation Transferring PAX v’s Immigration Clearance Transfers / Border control process times Bag / Pax ratio’s Forecourt Congestion Passenger Tracking Passenger tracking © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  • 10. Real life applications… Late to Gate • Predict to within 80% accuracy if a passenger is likely to be late to gate… • 20 – 30 data points • Monitor across the pax journey and provide assistance as required • Benefits to all parties • OTP, Customer Service, Congestion, Waste © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  • 11. Real life applications… Border control and clearance • Accurate pax loads • Connecting / non connecting loads • Passport profile • • • • Accurate ATA Accurate On Chox / VTT / Doors Open Stand location Offload times / airport transit times © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  • 12. Real life applications… Passenger Tracking • Monitoring and sharing passenger transition through various touch points • Arrival, Check-in, Security, Lounge, Gate • Communicating with passenger via mobile apps, SMS, social media, airline/airport staff • Benefits to all parties • OTP, Customer Service, Retailing, Personalisation © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  • 13. Creating an environment for collaboration • Ensure the organisation has correct structure • Business Technology Relationship Management • Have the right people in these roles • • • • • Airport and Airline Operational knowledge Technology Leadership Relationship Management Problem solvers Innovators • Promote formal and informal forums for collaboration and innovation • Test, trial and learn together – builds trust and understanding © Lloyd D Gozzett. All rights reserved. lloyd.gozzett@gmail.com +44 7957 77 52 92
  • 14. TEAM FUSE DATA SHARE 1+1=3 © Lloyd D Gozzett. All rights reserved. ACT lloyd.gozzett@gmail.com +44 7957 77 52 92