The digital traveller - a challenge to the e-travel industry, part 2

1. SITA’s vision and approach
Sources: SITA PSS Survey / SITA Airport IT Trends Survey
Sources: SITA PSS Survey / SITA Airport IT Trends Survey

2. 1. From his home, Mr. Barkley:
− Checks in online
− Downloads airport portal to phone to
register his preferences (food, books, …)
− Prints boarding card and bag tag
2. Portal pushes flight status
Mr Barkley
Flight United UA 582
to Chicago
Leaving at 09:38PM
Status: ON TIME
Gate: T15

3. Mr. Barkley drives to airport (directions on mobile phone GPS system):
1. asks where to park and books/prepays his parking space
2. once parked, tags parking location to easily find his car upon his return

4. 1. Mr. Barkley drops off his bag (and will know at all times where it
is thanks to end-to-end bag tracking)
2. The portal directs him to
shortest security queue via
augmented reality interface
Proceed to
Security Lane #3
This way

5. Mr. Barkley goes through biometrics-
enabled security & documentation control
(faster and more secure procedures)

6. 1. Mr. Barkley is
informed of Z Z K
relevant and
personalised
special offers
based on his
location
Wd /E
^
2. He purchases
items using his
mobile phone for
checkout and
payment

7. Meanwhile, Mr. Barkley's
aircraft has landed.
Handling crews are
optimally allocated
Flights
and supported by
the Airport FA123 SK456 SO768
Refuelling:
Management System 78% complete
Apron Mgr.
via information
pushed on their
handheld devices

8. Gate handling staff too is proactively
informed of potential time-breaches via
mobile devices and resources
are allocated based on
real-time data (passenger Gate-handling status
Gate 44
status and location) BA1365
Planned Actual
Gate open 8.05 8.05
Cabin crew reported 8.10 8.15
Boarding started 8.15 8.17
Pax yet to board 15 30
Cabin door closed 8.40
Gate closed 8.42
January 28, 2009 08:31

9. Mr. Barkley
is informed
that
boarding Mr. Barkley, your
flight UA 582
has begun to Chicago
is now
(suggested BOARDING
itinerary Please proceed to
gate T15
with ETA) Estimated time to
reach gate: 6 min.
Suggested itinerary

10. He reaches
his gate where
he is able to
self-board
without
queueing

11. It is reality
Augmented Reality
Restaurants

12. Dashboard
Passenger flows analysis

13. Dashboard Vision
Where are my Passengers?

14. Airports want to realise this vision
SITA interviewed Michael Ibbitson at the Air Transport IT Summit 2010 in Brussels, Belgium
Michael Ibbitson
VP Information and Communications Services
Abu Dhabi Airports Company
New services for mobile platforms
Loyalty schemes for frequent passengers
Airport map and context-aware information
Mobility and passenger processing technologies
Reach outside of the airport boundaries

15. Dominic Nessi
Deputy Executive Director Chief Information Officer
Los Angeles World Airports
Passengers with cell phones
want to be on the network
Aircraft are flying networks
transferring vast amounts of data
Baggage Handlers are carrying
wireless devices
Everything is becoming
technologically tied together

16. MHbuddy - Facebook as Distribution Channel
Sources: SITA PSS Survey / SITA Airport IT Trends Survey
Sources: SITA PSS Survey / SITA Airport IT Trends Survey

17. Additional Material
Sources: SITA PSS Survey / SITA Airport IT Trends Survey
Sources: SITA PSS Survey / SITA Airport IT Trends Survey

18. what if…
…you could increase your slot capacity by accurately
predicting arrival and departure times, tracking aircraft
and sending alerts about potential disruptions?

19. what if…
…you could proactively improve on-time
performance by allocating staff in
real-time via their mobile devices?
!

20. what if…
…you could improve your customer service levels
by reducing mishandled bags with real-time tracking
of transfer luggage going through your airport?

21. what if…
…your passengers had an end-to-end self-service
experience removing any human intervention
throughout the entire journey?

22. what if…
…you could improve your operational passenger flow
and target retail based on actual passenger traffic flows
through your airport, not just through simulations?

23. what if…
…your passengers could reserve a parking slot in
advance, navigate to it via their mobile phone, and
then tag their parking location to navigate back
easily on their return?
Your flight is ON TIME (16:45)
Tag parking location?
Cancel OK

24. what if…
$
$
$
in-flight delivery
Ms. Drayton
BA721 to LHR
confirm
…your passengers could pre-purchase duty-free
items on their mobile and have them delivered
directly to them on the plane?

25. M r. Barkley
is informed
that
boarding Mr. Barkley, your
flight UA 582
has begun to Chicago
is now
(suggested BOARDING
itinerary Please proceed to
gate T15
with ETD) Estimated time to
reach gate: 6 min.
Suggested itinerary