Seamless Travel Initiatives at Munich Airport

Michael Zaddach

Senior Vice President IT Munich Airport

27.11.2013

Seamless Travel Initiatives at Munich Airport

Michael Zaddach

Senior Vice President IT

Munich Airport

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Munich Airport – Facts & Figures

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Start of operation: 17. Mai 1992

Shareholder: State of Bavaria (51%)

German Republic (26%)

City of Munich (23%)

Passengers (2012): ca. 38,4 Mio.

Flight movements (2012): aprx. 400.000

Employees at Airport: > 30.000

Munich Airport - Facts

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Passenger volume – development and forecast

Sourc

e:

Flu

ghafe

n M

ünchen,

Fe

bru

ary

2013

Intr

apla

n C

onsult G

mbH

(IT

P),

März

2010;

Passagie

rpro

gnose f

ür

2020 u

nd 2

025

0

10

20

30

40

50

60

70

0 0 0 0 0 0 0 0 0 0 0 0 1992 2000 2006 2012 2020 2025

Forecast 2020/2025

38,4

12,0

23,1

30,8

annual increase 6.0%

3.6%

German

average

(w/o MUC)

1992-2012

Munich

ITP Forecast

2009-2025

Munich

1992-2012

3,7%

ITP

58,2

ITP

49,8

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Is it possible to travel without the Internet ?

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Once upon a time ...

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Increase in Pax no. worldwide

0.1 billion

Passengers carried

In 1960

1960 2012 2030

Source: IATA 2012

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Travelling has changed

1960 2013

Always online

Always informed

Always in business

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IT-Support in the Travel Chain

Travel to

Airport Parking

Shopping

F&B

(Landside)

Check In /

Bag Drop

Shopping

F&B

(Airside)

Boarding Security

Check

Flight

Booking

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IT-Support in the Travel Chain

Travel to

Airport Parking

Shopping

F&B

(Landside)

Check In /

Bag Drop

Shopping

F&B

(Airside)

Boarding Security

Check

Flight

Booking

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The Munich Approach to Seamless Travel

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Goals for Seamless Travel Initiative MUC

Increase Customer Satisfaction

Increase Non Aviation Revenues

Better Process Quality

Cross

divisional

integrated

use of all

available

passenger

related

information

Competetive

advantage

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Revenue Structure of Munich Airport

The non aviation business is the segment with the biggest potential for growth in the

coming years.

Primary areas for growth are retail, F&B, parking and real estate.

Primary revenue source is the passenger

• Retail

• Food & Beverage

• Parking

• Real Estate

• other Services

Non Aviation

49% Aviation

51%

Source: Annual Report 2012 – Munich Airport

Group

Gro

wth

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The story about the passenger at an airport

The passenger is customer of the

airline and in most cases

anonymous to the airport.

What does an Airport really know

about the passenger?

How can the airport reduce the

stress level for the passenger?

Is there a communication channel

with the passenger (bidirectional)?

Is there a sales channel to the

passenger to sell the right services

at the right time?

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Seamless Travel – Big Picture

Management and development of

interfaces with partners

Establish

new/mobile sales

channels

Definition of new event

triggered services

Improve the overall travel

experience for the passenger

Definition of standards with

industrial partners

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Passenger Touchpoints

Booking

Travel to Airport

Parking

Entering the Terminal

Check In

Security Check

Shopping

Information Counter

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Principles of A-CDM

Eurocontrol CDM Implementation Manual

Aircraft

in block

Pre-

Processing

of inbound

data

Touchdow

n

Apron

guiding

Aircraft

Towing

Ground

Handling

Services

Ground

Handling

Services

Pre-

Processing

outbound

data

Takeoff

Aircraft

Off block

Boarding

Startup

given

Apron

guiding

Planning Billing

Turn Around Process

The status of aircraft handling is exactly known during the turn around process.

Every Milestone is clearly defined.

All process relevant data is stored in the AODB.

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Parallels between A-CDM and the PAX process

Milestones in PAX process

Travel to

Airport Parking

Shopping

F&B

(Landside)

Check In /

Bag Drop

Shopping

F&B

(Airside)

Boarding Security

Check

Flight

Booking

Flight booked / offer parking or public transport

Location of PAX / probability of arrival, time of arrival at airport

PAX arrived at airport

PAX in Terminal (check in or bag drop)

PAX at security check

PAX seen at POS

PAX boarded

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Integrative use of data in the travel chain

Travel to

Airport Parking

Shopping &

other activities

(Landside)

Shopping &

Dining

(Airside)

Flight

Information

Baggage

Handling

PAX

Information

Pax

Processing Retail Parking F&B

Aviation Non Aviation Airline

Check In

Bag Drop Check In

Bag Drop Security Boarding Booking

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Integrative use of data in the travel chain

Gate

(Airline)

Terminal

Service

Security

Service Authorities Shops

InfoGate

Counter

Car Park

Passenger

Data

Passagier

fährt zum

Flughafen

(Audi)

Boarding Pass at Security

Travel to Airport

Boarding Pass in Shops

Amadeus PNR Data

Planning ...

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In Car Airport Services

ETA from Navigation System

Special Airport Services

if late arrival is predicted

Recalculation of

route to service

location at airport

PAX DB

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Bar Code on Boarding Pass

Bar Code Information:

– PAX Name

– Booking Code

– Dep./Arr. Airport

– Airline

– Flight Number

– Flight Date

– Seat Number

– Boarding Sequence No.

– Booking Class

– Frequent Flyer Number

– …

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InfoGate – MUC‘s invention for more service

InfoGate provides multi-language, video-based personal customer communication and

extensive functionality for information, booking and navigation services

Counter Interactive

Every interaction with InfoGate

provides information about the

passenger,

… could be used as a

communication channel or sales

channel to the passenger.

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Smart Phone App

Today most Airport Apps are used for

passenger information only.

Airport Apps could be used as a

bidirectional communication channel and

as a sales channel to the passenger.

Travel related data could be used in

combination with merchandising

information (advertisement, couponing, …)

Legal aspects have to be taken in

account.

One Airport App for many Airports?

PAX DB

AODB

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Mobile Travel Assistant

ADV (Working Group of German, Austrian,

Swiss Airports) has started the Program

“Mobile Travel Assistant” in Sep. 2013.

Identification of services with commercial units of all participating

Airports

Scope for Phase 1 (end 03/2014)

Business Model

Prototyping

Identification of value add

Definition of system architecture, Interface standards

Community Model, Partner Model, Operating Model

BER

CGN

DUS

FMO

FRA

GRZ

HAJ HAM

HHN

INN

MUC

NRN NUE

STR

SZG

VIE

ZRH

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Munich Airport

Service Division IT

Michael Zaddach

Südallee 1

85356 Munich

+49 89 975-32000

michael.zaddach@munich-airport.de

Thank you ...