The document discusses how technology has reshaped the passenger experience over three eras from 1950 to the present. It focuses on enabling technologies like multi-merchant payment systems and real-time baggage tracking that could improve connectivity between industries and provide a more seamless door-to-door travel experience. Key challenges for 2018 include collaborating as a community to solve problems and ease travel at every step through shared data and standards.

1. AIR TRANSPORT
IT SUMMIT 2017
Barbara Dalibard
CEO, SITA

2. Passenger
experience
Supported by
transport industry
employees
Supported by
business processes
Supported by
technology
TRANSFORMING AIR TRAVEL THROUGH TECHNOLOGY

3. Mainframe
Process automation
(machine focus)
1950 - 1990
HOW TECHNOLOGY RESHAPES THE PASSENGER EXPERIENCE
Through three main eras
Baggage 1D barcode (1983)
E-Ticket (1984)
CUTE (1984)

4. Mainframe
Client-Server
Internet, Mobile
Process automation
(machine focus)
Coordination & integration
(employees focus – B2B)
AirCom (1992)
E-Commerce (1995)
CUSS (1997)
OnAir (2005)
1950 - 1990
1990 - 2010
HOW TECHNOLOGY RESHAPES THE PASSENGER EXPERIENCE
Through three main eras
Baggage 1D barcode (1980)
E-Ticket (1984)
CUTE (1984)

5. Mainframe
Client-Server
Internet, Mobile
Virtualisation, IoT
Social Networks
Process automation
(machine focus)
Coordination & integration
(employees focus – B2B)
Everything, everybody
connected
(individual focus – C2C & B2B2C)
AirCom (1992)
E-Commerce (1995)
CUSS (1997)
OnAir (2005)
Open-Cabin/Cockpit
SmartPathTM
Day of Operations & Travel
BagJourney
1950 - 1990
1990 - 2010
2010 & beyond
HOW TECHNOLOGY RESHAPES THE PASSENGER EXPERIENCE
Through three main eras
Baggage 1D barcode (1980)
E-Ticket (1984)
CUTE (1984)

6. Real time process awareness e.g. prevent disruption
DRIVING NEW TECHNOLOGICAL CHALLENGES
& OPPORTUNITIES
Increasing the need for:
Enablers e.g. industry standards
Mission critical services e.g. proactive attack detection
Interconnection with others industries e.g. door-to-door experience

7. ENABLERS
Multi-merchant payment
The ‘chip and pin’ technology and the
associated card readers are designed
to work only with one merchant’s bank
Payment services re increasingly
required by airlines & airports to
support ancillary sales

8. ENABLERS
Multi-merchant payment
This opens far greater opportunities for airlines, airports and other stakeholders using
common points of sale to take payment by credit card efficiently, at the point of sale

9. REAL-TIME TRACKING OF INFORMATION
Baggage tracking
4.5 billion bags to
handle in 2017
IATA resolution for 2018:
keep track of luggage
Question on the investment required & the way to
collaborate between stakeholders for data sharing

10. REAL-TIME TRACKING OF INFORMATION
Baggage tracking
Allowing airlines to better baggage processing, better customer
care or provision of baggage status in mobile apps

11. CONNECTED WITH OTHER INDUSTRIES
Door-to-door for passengers and/or baggage
Connections are at all levels. How to best connect with other industries
to deliver an end-to-end experience to our passengers?

12. WHAT IF EVERYTHING
WAS CONNECTED …

13. 2018: as a community,
what are the key
collaborative challenges
that we need to solve
to ease travel every
step of the way?

15. 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 Barbara Dalibard, SITA at the
2017 SITA Air Transport IT Summit, Brussels.
2017 Air Transport IT Summit