Aviation IT Conference 2013

How can airports get to know their passengers - and should they try?

Jim Slevin – Managing Director, Aviation11 November 2013

Agenda

• Should Airports get to know their passengers ?

• How can they achieve that ?

• What are the additional benefits ?

• Summary

Agenda

• Should Airports get to know their passengers ?

Air travel and the aviation industry are changing…

• Worldwide passenger numbers are predicted to double to 5.9 billion by 2030

• Economic activity supported by aviation is forecast to more than triple to $6.9 trillion

• Political, Economic and Social challenges to capacity through build mounting in most regions

Airlines attitudes are hardening

Michael O’Leary - “The Airport Operators Association Conference, or as Airlines like to

describe it, The Robber Baron’s Ball”

Willie Walsh – “Passengers are paying more than they should [at Heathrow] and

the benefits of that are going to higher-than-

average rewards for the shareholders”

Jim French - “No business can swallow cost increases of more than 100% over five

years and Flybe simply cannot bear such punitive

rises”

Passengers are becoming increasingly savvy

• Looking for and finding the best possible deals from airlines

• Looking for the best possible service

AND• Looking for a faster, simpler and increasingly

personalised service at airports.

Aviation is uniquely positioned to know who someone is, absolutely.

Case for Change

£€$ Revenue Opportunities through Personalised Service

Passenger Expectations

Aeronautical Charges Pressure

Traffic Growth

Agenda

• How can they achieve that ?– “Pax Wow” a Case Example

Pax Wow - the ‘art of the possible’

• Enhanced and personalised passenger’s journey through the airport  

• Created through passenger pre-enrolment and development of a Gatwick Airport mobile app acting as passenger’s constant source of information and guide through the airport

• The unique passenger tailored experience begins prior to arrival at the airport via mobile app

• Automatically notify passenger within the proximity of selected airport waypoints.

Pax Wow – How it works

Pax Wow – How it works

• Passenger’s identity is confirmed at car park entrance. Biometric in this instance

• Customer confirmed as known passenger to the airport

• As a known, and/or privileged passenger, key data is sent to customer to expedite travel through the airport.

Pax Wow – How it works

• Passenger direction confirmed ensuring minimized landside times and increased throughput.

• Airport advertising revenue generation from the retail sector.

• Personalized communication to the customer, enhancing the passenger experience that is achieved by passenger self-management.

Pax Wow – How it works

• Passenger direction confirmed ensuring minimized landside times and increased throughput.

• Airport advertising revenue generation for retail.

• Personalised communication to the customer, enhancing the passenger experience that is achieved by passenger self-management.

Pax Wow – How it works

• Known passenger authentication touch point.

• Automated Bag Drop.

• Upgrade Journey measurement.

• eGate fast-lane to CSA.

• Increased dwell time in retail.

• Historic customer data generation.

Pax Wow – How it works

• Known passenger at authentication touch points and non-touch points (biometric or device recognition)

• Secure self-service opportunities

• Focused revenue maximising time in retail

• CRM data

Pax Wow - the ‘art of the possible’

• Demonstrated how Identity Assured Management can be taken to the next level to– deliver an improved, hassle free passenger experience– increase non-aeronautical revenue

• All built on existing HRS solutions

Agenda

• What are the additional benefits ?

Self Service Bag Drop

• World-first trial of an end-to-end biometric airport solution

• Automated self-service system at London Gatwick.

• Passengers checked-in using airport self-service bag drops

• Passengers enrolled via unobtrusive and unique iris recognition

Autoboarding

• Enrolled passengers passed through automated self-service gates to board an aircraft through biometric verification

• Maintain AAA Compliance with a reduction in staff

Checkpoint of the Future

• Each passenger treated individually at checkpoint

• Identity Risk Based Screening Methodology

• Customer Service, Security Effectiveness and Efficiency Benefits

Agenda

• Summary

Summary

• Aeronautical cost pressure will continue• Non-aeronautical revenues will plateaux under

current model• Personalisation has multiple revenue and cost

saving benefits across multiple disciplines now and in the future

• Capability and solutions exists to deliver against personalised services at touch points and between touch points

Aviation IT Conference

Jim Slevin – Managing Director, Aviation

jim.slevin@hrsid.comwww.hrsid.com