Autumn 2014

W elcome to the autumn edition of TMI-Spy

Airports. As with our previous edition (Winter) this

‘Spy’ highlights airline trends on the ground with the

latest inflight trends covered in our current edition of

TMI-Spy Airlines.

With new technology making face-to-face interaction at

airports less prevalent for passengers, the industry is

redefining itself. Airport providers are helping

customers forge their own journeys from home or

office to plane, while still making sure every touch

point within the airport is as personal and rewarding as

possible. The 10th Airport IT Trends Survey supports

this, reporting that global technology budgets are

accelerating and the industry is even more focused on

improving the passenger experience. Neither of these

conclusions are a surprise and both are reinforced by

our own findings brought to you in this trendsletter.

Things are developing so rapidly our team have had to

don their jet-packs to keep up and share the latest

trends with you (a lot has happened since we were with

you last!). So prepare to be introduced to a host of

developments, from the proliferation of iBeacons - to a

robot car parking valet (he’s called Ray!). Then there’s

the eye-catching experiences being created to maximise

passengers’ comfort and ease of transit – ranging from

saunas at departure gates to festivals in terminals! As

ever, we hope you enjoy our take on trends in the

world of airports.

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and is helping to turn airports into digital ecosystems.

With passengers increasingly choosing to be as

independent as possible when it comes to the airport

experience, iBeacon provides them with the necessary

information at the optimum time.

Dallas/Fort Worth International

Airport has trialled Beacon

Registry, providing helpful

information like walk times to

gates, lounge access and alerts

about boarding, while San

Francisco International Airport is

using the technology to help visually-impaired

passengers navigate airport terminals independently.

The app, which is undergoing additional testing,

connects to 500 iBeacons throughout the airport and

reads aloud information such as gate distance and

restaurant locations. Meanwhile airport operator Finavia

has installed iBeacons to make Helsinki the first airport

to track passengers from car parks to departure gates.

The system relies on scores of sensors throughout the

terminal that track the estimated 70% of passengers who

have their smartphone Wi-Fi transmitter turned on. The

information can be used in a variety of ways – from

identifying congestion hotspots to providing useful

marketing data for airport retailers.

1. Shining Beacons

iBeacons are at the forefront of the

digital developments that are

reinventing how we check-in, find the

right gate, board the aircraft and

enhance the entire airport experience.

The technology is becoming the norm

across a wide range of service sectors

(check out our editions of TMI-Spy

Airlines and TMI-Spy Retail)

Finally, Japan Airlines has worked in partnership with

the Nomura Research Institute to trial iBeacons and

smartwatches to improve the efficiency of its gate

agents at Haneda Airport. The technology is used to

assign staff to where and when they are needed most.

The airline has also joined other carriers like Iberia and

airberlin in utilising smartwatch technology to issue

digital boarding cards.

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As well as displaying directions and estimated walking

times, a scanned boarding pass also provides directions

to the gate, estimated queuing times at the security

checkpoint and hotel booking information. Dubai

Airports, McCarran International Airport and San

Francisco International Airport have also recently

installed similar technology. Passengers can also let

their digital boarding pass do all the work between

Toulouse-Blagnac and Paris-Orly Airports - giving

them information on priority lanes for security control,

lounge access and boarding.

The trial, running until

December 2014 will

involve a few hundred

Air France Gold and

Platinum Flying Blue

members.

New technology is also helping passengers traverse

through what is often the stickiest of sticky points -

Customs. A new U.S. Mobile Passport Control app

(MPC) will smooth passengers’ transition by allowing

passport and customs information to be submitted on

arrival at the airport. Trialled by passengers on iPhones

and iPads at Hartsfield-Jackson Atlanta International

Airport, profiles are created with passport information

and customs declaration forms. An encrypted QR code

is then presented along with the passport at custom

checks. If the rollout is successful the service will be

made available at more major airports and on Android

devices.

The ‘tweeting departure board’ at Leeds/Bradford

Airport gives passengers regular updates once they have

typed their flight number into their smart devices.

It allows time to relax (Cool -

more shoe shopping time! Ed)

without having to check the

airport departure board for

information such as boarding

times and gates.

2. Way Finding And The End-To-End

Experience

With 76% of airline passengers now carrying a smart

device (SITA IT Trends Survey) compared to an

average of 40% among the general population, it’s little

wonder that navigation technology at airports is

developing at a frenetic pace.

Qantas have responded

with an end-to-end app

that includes information

on how long it takes to

travel to the airport,

which carousel to collect

luggage from and hotel

recommendations.

And on the other side of

the world a new app from

Airports Company South

Africa (ACSA) – covering

nine airports – synchronises

with Gautrain (rapid rail

services) to help streamline

passengers’ onward journeys.

The app also allows passengers to check on live traffic

updates, airport maps and for local amenities.

Despite the downsizing of

gadgets sometimes big still

remains beautiful! There’s no

chance of missing the self-service

information kiosks at Oslo

Airport, with each touch-screen

measuring 46 inches.

The rise of digital technologies has resulted in a whole

range of new service tools becoming available to support

employees. In our current edition of TMI-Spy Airlines

we explore how operators such as Spring Airlines have

been trialling Google Glass technology in-flight. On the

ground, Virgin Atlantic staff at London Heathrow have

been using Google Glass to help them immediately

identify passengers in the Upper Class lounge by name,

as well as seeing their flight details and food and drink

preferences. The initiative was in response to a Virgin

Airlines survey that revealed over half of passengers

think flying is less exciting than it used to be. Google

Glass also allows the team to provide updates about

their flight, answer questions about their destination, and

translate information from another language.

Copenhagen Airport has trialled the technology to

display information such as duty rosters, passenger

numbers and flight information, allowing staff to remain

hands free when engaging with customers. A few design

issues need to be addressed before rolling the gadgets

out more widely but the scope for a snazzy look

definitely exists with Google Glass being a definite point

of interest at this summer’s London Fashion Show!

Finally, in the world of existing airport navigation, UK

airport service provider OmniServ’s new web app

allows staff to share relevant information with each

other and passengers. The app enables staff to share

key information from different locations to prepare for

sudden passenger influxes. Key features include unique

staff member logins, a ‘frequently asked questions’

section, and a way of registering anything that impacted

service delivery during the shift.

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tech-savvy travellers who want to stay productive while

travelling, airports have been creating innovative ways of

conveniently recharging devices and creating mobile

workspaces. From table service to pedal power we

plugged in to some of the charging options on offer.

With recharging zones now an expected amenity in

airports worldwide, wireless charging technology is

increasingly becoming à la mode. Technology driven by

Finnish outfit, Powerkiss, has enabled passengers to

recharge their devices in a range of European airports.

Customers collect a receiver ring to plug into their

mobile device before laying it on charging tables

available in airport restaurants. At Brussels Zaventem

and Amsterdam Schiphol Airports, passengers can even

recharge their personal devices on a wooden bike! Half

an hour’s peddling charges your phone and warms you

up nicely for the walk to the plane!

Interactive charging kiosks at US airports encourage

passengers to take photos and view sponsored

advertising while waiting for their devices to charge.

Hartsfield-Jackson Atlanta International, Chicago

O’Hare International, and Dallas/Fort Worth are all

airports that are taking advantage of the ‘selfie’ photo

craze to encourage passengers to smile while they

charge!

4. We Have The Power

With passengers’ desire for technology, there’s an

inevitable need for power and lots of it! To cater for

3. Service Support

Luxurious space is even extending to security

checkpoints - at Chicago O'Hare International Airport a

revamp has created the feel of a stylish hotel lobby with

plush furniture, wall art and music (Razzle Dazzle?! Ed).

Oslo Airport’s work zone, allows industrious commuters

to continue working while they wait for their boarding

gate to open. The dedicated work zone has all the

rudiments of an office, with chairs, individual desks,

power sockets and even screens for privacy and noise

reduction. Gatwick Airport is also catering for its

business travellers (one in five passengers) with Business

Workboxes and a planned Business Centre in arrivals.

The workboxes are four square metres with enough

room to set up a laptop or make a call. The Arrivals

Business Centre will follow with private meeting rooms,

‘thinkpods’ and shower facilities. (For more examples

also see our previous edition of TMI-Spy Airports

Winter 2014)

Lyon-Saint Exupéry Airport’s new Welcome Zone gives

arriving passengers local information such as transport

links and nearby facilities. Interactive multimedia devices

help travellers use the centralised information to plan

their trips in the Rhône Alpes region.

During the summer, London airports responded to the

new security requirement for passengers to

demonstrate that personal devices can be turned on by

installing more charging points. On designated routes

passengers were asked to prove their devices work

properly by switching them on when asked to do so at

the gate.

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5. A Space Odyssey

The development of technology is just one consideration

as airports increasingly look to utilise space intelligently

and turn monolithic hubs into buildings that improve

the customer experience. The careful use of space is an

integral part of the way passengers think, plan and

behave and airports are taking note.

The new Heydar Aliyev International Airport at Baku in

Azerbaijan was designed on the premise that all

passengers should feel like VIPs and there should be no

such thing as public space. The result is large cocoon

structures peppered throughout the airport’s 100sqm to

create a sense of peace and luxury. The cocoons also

create natural spaces where passengers can shop, relax or

play.

6. Lounges

If you really want to find a space to indulge in though,

away from the hustle and bustle of the general waiting

areas, airport lounges are becoming a destination in

themselves. Creative design, cultural influences,

sumptuous food and more than a touch of luxury are

starting to make that irritable wait for a flight a pleasurable

experience.

All types of travellers are rightly catered for in airport

lounges across the world with London Gatwick Airport’s

new lounge designed for the more chilled out passenger.

It includes a games room, table football and big screen

TVs. The Gatwick experience costs adults £16.

London Heathrow’s flagship Terminal 2 has a more

opulent approach with luxury showers, private en-suite

relaxation rooms, a spa and a champagne bar in its lounge.

Visitors to SkyTeam’s Terminal 4 lounge at Heathrow can

make use of an oxygen bar for a pre-flight boost along

with a yoga studio, massage chairs and spa treatments.

Turkish Airlines’

lounge in Istanbul

caters for all tastes

with a tea garden, a

model of the city, a

golf simulator and a

few billiards tables.

For sheer scale though, how about the 10,000sqm Al

Mourjan Business Lounge for Qatar Airways’ premium

passengers at Hamad International Airport in Doha? The

calm offered by quiet rooms, prayer facilities and

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7. Looking After Your Needs

Remaining productive and ‘on your game’ are of course

key requirements for any business traveller – with a focus

on power rests and making transit easier among the new

improvements worldwide.

The expression ‘dead to the world’ used to describe a

deep sleep has taken on a whole new meaning at Narita

International Airport in Japan. ‘Nine Hours’ is a new hotel

where travellers can get budget accommodation sleeping

in capsules that resemble big coffins.

This type of facility, more common in Japanese cities, is a

first for the country’s airports and will spare early morning

passengers the discomfort of resting their travel-weary

bodies on airport benches. A stay in one of the two metre

long capsules will cost you ¥3,900 (£23) per stay or

¥1,500 (£9) if you fancy a shorter sleep. Over 20 new

sleep suites will also soon be available at Hartsfield-

Jackson, Atlanta, the world’s busiest airport. The suites

offer international passengers the opportunity to grab

some precious shut-eye in-between flights for $34 per

hour or $125 overnight. There’s also the option of a

dedicated family spaces contrast with the all-action games

room, which includes a

F1 racing simulator.

The real centre piece

though is a 15-metre water

feature, which is lit by a

four-tiered chandelier.

As travellers increasingly look for an authentic and a

culturally-driven experience at their travel hubs, airports

are bringing in the locals! The trend for local, home

produced food and drink has smoothly traversed from

farmers’ markets and supermarkets into the terminal.

The health and well-being appeal, along with value

considerations and the desire to get a first (or final) taste

of local fare has turned our airports, as well as our

airlines (see TMI-Spy Airlines, Autumn 2014) into

cultural culinary hotspots.

Farmers’ markets really have grown organically in three

US based airports! Vendors have been transported

(Ethically we hope! Ed) to Los Angeles International from

the city’s Fairfax Street market selling everything from

pastries to flowers. Chicago’s O’Hare Airport, offers a

local taste experience from its temporary farm stand,

while market style outlets at John F. Kennedy

International Airport and San Francisco International

also offer travellers nutritious grub.

Local is definitely the theme of a $45 million

regeneration project at Brisbane Airport. Indigenous

businesses are being given the opportunity to sell to

international visitors with Burger Urge, offering a

gourmet burger experience, and Windmill & Co, a bar

and restaurant inspired by the Old Windmill in Brisbane,

sourcing its food and wine from regional suppliers.

bracing shower to help wake up before a connecting

flight.

London City Airport is the first in Europe to use a

baggage delivery service that uses a GPS tracking service.

The service allows passengers to venture into London,

knowing their belongings are on route to their hotel or

office. Up to two bags can be delivered for £30.

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9. Local Flavour

8. Reforming Retail

From rest to retail. With airport consumers now

expecting a superior service with more choice,

convenience and control, airports are getting smarter at

providing retail for the on-the-go shopper. When it

comes to sales in airports, 5.8% of shopping trips are

currently influenced by mobile access, a figure forecast

to increase to 18% by 2016. (Europe Real Estate). As

outdated, uninspiring duty free shops are being

overwhelmed by a host of dynamic retail outlets in

airports, a recent NCR report has revealed that 55% of

us would be willing to provide personal data to receive

targeted offers from airport retailers. Digital retail now

allows passengers to book shows and events at

destination cities as well as indulge in some duty free

purchases before arriving at the terminal.

Gatwick Airport’s £41m investment in its retail offering

is already paying dividends with income from retail sales

rising by nearly 10% last year. The 33 new outlets across

both terminals were chosen to reflect the consumer

demographics of some of London’s high profile

shopping areas, with

the relevance of

purchases for the

customer taking

priority over premium

brands.

A short trip up the M25 motorway, Heathrow Airport

has created a personal shopping lounge for travellers

with any class of ticket. The multi-lingual personal

shopping team can help source specific

items or create that perfect holiday wardrobe.

The trend continues in Europe with Oslo Airport home

to WB Samson, a family-owned bakery, established in

1894, using only natural ingredients. La Bellota at Madrid

Barajas Airport has created a space for slicing native

hams by hand in the traditional manner,

while the Gorgeous Kitchen in Heathrow’s Terminal 2

serves seasonal British-grown produce.

La Place at Amsterdam

Airport has also gone

native using herbs

grown on site to add

some extra punch to

airport meals.

Gatwick’s Summer of Care campaign had 30 employees,

speaking 10 languages, promoting the benefits of South

Terminal’s Service Centre including helping to rebook

missed flights, arranging accommodation and providing

tickets for events. The team also booked passengers’

services such as ‘meet and greet’ and extra assistance for

those who required it.

To celebrate the annual

Edinburgh Fringe Festival,

the largest arts festival in the

world, passengers at the city’s

airport were welcomed with

live stand-up comedy and

theatre in the arrivals hall this

summer. Passengers were

also able to collect their tickets for the main festival at a

kiosk in the arrivals hall.

There was also a real buzz of excitement at Seattle-

Tacoma International Airport with a new bee exhibition

by its exit gates. The art and craft exhibition by local

artists is designed to inspire passengers with the exploits

of nature’s pollinators. The exhibition is brought to life

by 24 hives housing over a million bees near the airport’s

runways.

For a real hive of activity though (Groan, Ed), no airport

surpassed Helsinki this summer and its customer

inspired TravelLab. The TravelLab took ideas from both

passengers and a crowdsourcing initiative, then designed

them into an ‘experience’ and brought them back to

customers for testing. A fabulously diverse range of ideas

included airport yoga, Finnish-inspired photo walls, a

bicycle coffee service and a midsummer festival.

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10. Airport Activity

With summer, the traditional season for fun (The sillier the

better! Ed) at airports, a host of activities kept travellers

entertained, ranging from bees to yoga!

Smiles were aplenty for children at Birmingham Airport

with the ‘Sky Side’ experience beginning as soon as

families checked in. A Sky Pass took young passengers

through a number of activities before they qualified as a

Sky Cadet. The adventure included interactive games,

touch screen tables, a gazing station, music light beams

and a Royal Shakespeare Company inspired story telling

pod.

For nearly 4 decades, TMI has worked with some of the

world’s best brands to design and enable great customer

experiences. The TMI customer experience journey will

help you develop a culture that has the customer at its

heart, with employees who are equipped and enthused to

deliver great experiences resulting in customer loyalty

and tangible, bottom-line driven results. Find out more

on our website: www.tmi.co.uk or call us on: +44

(0)1926 833027.

We also curate trendsletters in the following categories:

Airlines, Retail, Hotels & Leisure, Trains and Health. If

you would like to find out more about any of these

industries, just let us know and we’ll make sure we keep

you up to date.

If you’ve enjoyed reading this trendsletter and

would like to receive future editions please drop

Anne-Cécile our Customer Experience Trends

Curator an email: annececile.bertrand@tmi.co.uk

or give her a call on: (+44) 7740771901.

Transportation company, Uber, believes it has an

innovative solution to the bottleneck created by the

procession of cars competing for space at airport drop-

off points. The company has put forward the idea of

drivers being able to check the Uber app to see who has

requested a paid lift home from the airport after

dropping friends off. Uber believe fuller cars and less

waiting around will speed passengers’ transition through

the airport.

The sharing economy is also taking off across a number

of US airports. Travellers are renting fellow passengers’

cars or being picked up by local residents. One startup,

RelarRides, has raised $54 million to date for its venture.

The vibrant midsummer festival stole the show and the

airport revealed that even passengers with delayed flights

were happy!

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11. Pick-up And Parking

With car parking a real revenue earner for airports it can

nearly cost as much to park as it does to fly.

Convenience and speed of transit from the car park to

the terminal are receiving some overdue attention, with

airports recognising that good parking value and

accessibility are vital to topping and tailing a positive

overall experience.

London Gatwick has launched a parking discount

scheme for local residents and regular users of its car

parks. For £20 per year, loyal passengers and residents

who live in surrounding postcodes can have 250 stays in

short term car parks – saving £730. As part of a family

initiative, three number plates can be added to each

account.

From value to valets. Düsseldorf airport has introduced

a robot valet, called Ray, to take the hassle out of parking

for passengers. Passengers leave their cars in a

designated area, confirm on a touch-screen that no-one

is in the car and leave the rest to Ray! The valet is no

slouch either, able to carry cars over three tonnes in

weight. Ray is also linked into flight data and can move

the car in anticipation of the owner arriving back for

collection. The rate is €29 euros per day or €4 per hour.

(Way to go Ray! Ed)

Thank You

This trendsletter has been curated using a wide range of sources such as our own experiences, articles we’ve read, stories we’ve heard and of course public content from multiple sources

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