enhancing passenger experience through real time process monitoring
DESCRIPTION
Amor Transport's Martin Bowman presents on how to enhance passenger experience through technology.TRANSCRIPT
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Enhancing the Passenger Experience through Real Time Process Monitoring
Martin Bowman
Sector DirectorAmor Group, UK
Stand 3110
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The passenger journey
Technology providers
The traditional airport model
Check in
Immigration
Customs
Security
Retail
Check in
Immigration
Customs
Security
Retail
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technology enabled
aligned stakeholders
passenger-centric
New Revenue Streams
New Revenue Streams
Enhanced Safety & Security
Enhanced Safety & Security
Process Optimization
Process Optimization
NewTechnology
NewTechnology
The Next Generation Airport
Cost Savings& Efficiency
Cost Savings& Efficiency
Competitive AdvantageCompetitive Advantage
Innovation & New ServicesInnovation & New Services
Enhanced Customer Perception
Enhanced Customer Perception
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Why Measure the Passenger Process?
Passengers hate queues
Perception is truth
Stakeholders need common information
Happy passengers spend money
Irate passengers go straight to gate
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PAX Process Measurement Technologies
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Bluetooth
• World’s first airport queue measurement technology
• Used at over 30 airports
• Historically tracked 10-15% of pax
• Penetration rates in decline
• Cannot track iPhones or Android devices
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Video Analytics
• Established solution• Derived wait times• Can utilise existing
CCTV infrastructure• Easily verified via
human observation• Strong where mobile
phone usage is low eg International Transfer
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WiFi
• Utilises existing WiFi infrastructure
• Accuracy and resolution – 25-30m diameter
• Good for general Terminal heat maps
• Insufficient for calculating accurate process wait times
• Suitable for wide area dwell such as Retail
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BluFi
• Combined Wi-Fi and Bluetooth tracking
• Tracks Smart-Phones including iPhone and Android
• Strong degree of accuracy
• Suitable for Security, Immigration and so on
• Average sample 35-50% of all PAX
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Case Studies
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OSL
Europe’s Most Efficient Airport Operating at
100%
New Terminal opens 2017
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OSL
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DXB
105 Different Pinchpoints 406 Individual
KPIs
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Terminal Dashboards
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Process RAG Reports
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YYZ
Major N.American International Hub Largest Commercial
BluFi Project
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AOCC Decision Support
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Highly Accurate
Public Wait Time Displays
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The Future -
Active or Passive
Participation?
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Life through a Lens
• Terminal Efficiency
• Passenger Experience
• Reduced Wait Times
• Improved ACI scores
• Additional Revenues
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Personalised FIDS
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Real Time Way Finding
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Baggage Claim Made Easy
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Conclusions
Real time measurement is beyond science fiction
Multiple technologies are available
Stakeholder participation is the key to success
Active passenger participation is the future
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$100m revenue
600 employees
8 global offices
25 years in aviation
50+ airport customers
About Amor – Stand 3110