Massimo Gentile, Head of Information and Communication Technologies at Genève Aéroport, discusses passenger flow analysis initiatives at the airport. Passenger flow analysis is important to improve operational efficiency, enhance the passenger experience, and enable new revenue opportunities through a better understanding of passenger behavior. It is also complex due to unpredictable human behavior and the need for passenger acceptance. Genève Aéroport's initiatives include counting passengers, measuring security queue wait times using Bluetooth tracking, indoor geolocation pilots, and an e-commerce platform to better engage passengers. Data from these initiatives is analyzed on custom dashboards to monitor key performance indicators.

1. Passenger Flow Analysis:
Experiences at Genève Aéroport
Massimo Gentile
Head of Information and
Communication Technologies
Genève Aéroport

2. Passengers Flow Analysis:
experiences at Geneva Airport
Airport IT&T 2013
Copenhagen, 26-27 November 2013
Massimo Gentile – Geneva Airport

3. Agenda
Fixing the context
Why Passengers Flow Analysis is important?
Why Passengers Flow Analysis is complex?
Passengers Flow Analysis in GVA
Main initiatives in GVA
Conclusion
© Genève Aéroport 2013
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4. Agenda
Fixing the context
Why Passengers Flow Analysis is important?
Why Passengers Flow Analysis is complex?
Passengers Flow Analysis in GVA
Main initiatives in GVA
Conclusion
© Genève Aéroport 2013
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5. Fixing the context
Check-in
Bag drop
Security
Take off
Emigration
External
Gate
Immigration
Baggage
pick-up
Land side
© Genève Aéroport 2013
Position
Runway
Turnaround
Landing
Air side
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6. Fixing the context
Complexity of processes
 These processes are complex but, generally, well
controlled
 Sometime the whole process can be blocked by one
single event
Weather
Lost baggage
Late passengers
Technical problems
Strikes
….
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7. Fixing the context
Traffic growth
 Airport passengers traffic continues to increase
GVA
Passengers relationship
 Relationship between Passengers and Airports is
changing (or has changed!)
Airports
Passengers
© Genève Aéroport 2013
Airlines
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8. Agenda
Fixing the context
Why Passengers Flow Analysis is important?
Why Passengers Flow Analysis is complex?
Passengers Flow Analysis in GVA
Main initiatives in GVA
Conclusion
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9. Passengers Flow Analysis:
why it is important
Improve operational efficiency
ATSR: Airport Efficiency
Excellence Award 2010-1-2-3
Source: www.zmescience.com
© Genève Aéroport 2013
Airport Category < 15Mio Passengers
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10. Passengers Flow Analysis:
why it is important
Enhancing passenger experience
Satisfaction
Comfort
Clearly Passenger is at
the center of our concern
© Genève Aéroport 2013
Attractive
offers
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11. Passengers Flow Analysis:
why it is important
New and ancillary revenues
‘’Airports have been slow in
realizing the benefits of
building relationships with
passengers’’
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12. Passengers Flow Analysis:
why it is important
New and ancillary revenues
Insure airport benefits from
increasing volume of
passengers
Win-Win approach
Benefits
Airport
© Genève Aéroport 2013
Passengers
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13. Agenda
Fixing the context
Why Passengers Flow Analysis is important?
Why Passengers Flow Analysis is complex?
Passengers Flow Analysis in GVA
Main initiatives in GVA
Conclusion
© Genève Aéroport 2013
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14. Passengers Flow Analysis:
why it is complex
Unpredictable human behavior
Processes with people are more
complex to simulate than industrial
processes
Theory
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Reality
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15. Passengers Flow Analysis:
why it is complex
Gain Passengers acceptance
In many actions we need passenger
cooperation
• Make sense
• Show added value
• Overcome passengers stress
scan
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16. Passengers Flow Analysis
Passengers
Flow Analysis
Why it is
Important
Why it is
complex
© Genève Aéroport 2013
• Operational efficiency
• Passengers experience
• New and ancillary
revenues
• Win-Win approach
• Unpredictable human
behavior
• Gain passengers
acceptance
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17. Agenda
Fixing the context
Why Passengers Flow Analysis is important?
Why Passengers Flow Analysis is complex?
Passengers Flow Analysis in GVA
Main initiatives in GVA
Conclusion
© Genève Aéroport 2013
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18. Passengers Flow Analysis at GVA
Geneva Airport operates in a very limited
environment
•
•
•
•
Operations at full capacity increase risks
Challenge to meet future consumer demand
Exploit airport’s commercial potential
How manage the growth?
Ambitious development program
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…
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19. Passengers Flow Analysis at GVA

PFA is a driver of our Innovation Program
IT trends: Operations and Innovation
Operations oriented
1
2
3
4
5
Innovation oriented
GA
Geneva Airport
Strategy / Vision
Cost and
Revenue
Control
Information
Technologies
© Genève Aéroport 2013
Operational
Efficiency
Airport
Image
Passenger
Experience
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20. Passengers Flow Analysis at GVA

PFA is a driver of our Innovation Program
Dream
Innovation
Pragmatic
© Genève Aéroport 2013
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21. Agenda
Fixing the context
Why Passengers Flow Analysis is important?
Why Passengers Flow Analysis is complex?
Passengers Flow Analysis in GVA
Main initiatives in GVA
Conclusion
© Genève Aéroport 2013
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22. © Genève Aéroport 2013
Baggage
handling
Check-in
Parking
Departures
Arrivals
Bus
transport
Boarding
Bus transport
Landing
Boarding
Focus
Lounge
Shops – B&F
Security
control
Departures
Lounge
Shops
B&F
Security
control
Baggage
handling
Check-in
Parking
Passengers Flow Analysis:
GVA initiatives
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23. Data collect
Data processing
Passengers Flow Analysis:
GVA initiatives
App1
WiFI
© Genève Aéroport 2013
Bluetooth
App2
App3
Camera
App4
Scan
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24. Passengers Flow Analysis:
GVA initiatives
Indoor Geo-localization
EZS
interface
Waiting
time
Manual
Manual
Counting
Pax
Passport
LSR
Eservices
parking
Parking
system
Parking
BP Scan
Self bag
drop
CUSS
© Genève Aéroport 2013
Eservices
Prty. lane
Automatic
ID check
Eservices
Lounge
Priority
lane
CUTE
Check-in
Receipt
printers
BP Scan
Bag
drop
Security
Self QBG
CUTE
Shops
Departures
control
B&F
Document
check
Lounge
Boarding
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25. Counting Passengers
Indoor Geo-localization
EZS
interface
Waiting
time
Manual
Manual
Counting
Pax
Passport
LSR
Eservices
parking
Parking
system
Parking
BP Scan
Self bag
drop
CUSS
© Genève Aéroport 2013
Eservices
Prty. lane
Automatic
ID check
Eservices
Lounge
Priority
lane
CUTE
Check-in
Receipt
printers
BP Scan
Bag
drop
Security
Self QBG
CUTE
Shops
Departures
control
B&F
Document
check
Lounge
Boarding
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26. Counting Passengers

SwissCamera 3D + BlueFI
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27. Counting Passengers
© Genève Aéroport 2013
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28. Counting Passengers : IN
F
E
A+B
C+D
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29. Counting Passengers : OUT
F
E
A+B
C+D
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30. Counting Passengers

Example of a week’s data (September 2013)

Very accurate data:
o
SwissTraffic VS Official GVA data < 0.8 %
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31. Security Waiting Time
Indoor Geo-localization
EZS
interface
Waiting
time
Manual
Manual
Counting
Pax
Passport
LSR
Eservices
parking
Parking
system
Parking
BP Scan
Self bag
drop
CUSS
© Genève Aéroport 2013
Eservices
Prty. lane
Automatic
ID check
Eservices
Lounge
Priority
lane
CUTE
Check-in
Receipt
printers
BP Scan
Bag
drop
Security
Self QBG
CUTE
Shops
Departures
control
B&F
Document
check
Lounge
Boarding
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32. Security Waiting Time


Passengers tracking system
o Bluetooth and WiFi technologies
o Can be rolled out to include other parts of the
terminal (arrivals, retail, boarding and other processes)
Complexity of the GVA security queuing
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33. Security Waiting Time
Average sample 30% of
all Passengers
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34. Security Waiting Time
Go through security
Estimated waiting
time:5’
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35. Security Waiting Time

GVA expectation on the project :
an accurate indication of waiting
time for the airport (performance
measurement, SLA, etc.) ;
an indication of waiting time for
the passengers;
a variation of waiting time in order
to anticipate the configuration of
the security control
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36. Indoor Geolocalization
Indoor Geolocalization
EZS
interface
Waiting
time
Manual
Manual
Counting
Pax
Passport
LSR
Eservices
parking
Parking
system
Parking
BP Scan
Self bag
drop
CUSS
© Genève Aéroport 2013
Eservices
Prty. lane
Automatic
ID check
Eservices
Lounge
Priority
lane
CUTE
Check-in
Receipt
printers
BP Scan
Bag
drop
Security
Self QBG
CUTE
Shops
Departures
control
B&F
Document
check
Lounge
Boarding
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37. Indoor Geolocalization

Pilot project with
Mobility Services
Engine (MSE) with
Location Analytics
Cisco
WLAN
Controller
Wireless
Network
MOBILE USERS
Typical Traffic Paths Dwell Times By Zone
Based on our Pro WiFi infrastructure
© Genève Aéroport 2013
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38. Indoor Geolocalization
Bring me there
Show me on map
© Genève Aéroport 2013
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39. Airport iTrack
Indoor Geo-localization
EZS
interface
Waiting
time
Manual
Manual
Counting
Pax
Passport
LSR
Eservices
parking
Parking
system
Parking
BP Scan
Self bag
drop
CUSS
© Genève Aéroport 2013
Eservices
Prty. lane
Automatic
ID check
Eservices
Lounge
Priority
lane
CUTE
Check-in
Receipt
printers
BP Scan
Bag
drop
Security
Self QBG
CUTE
Shops
Departures
control
B&F
Document
check
Lounge
Boarding
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40. Airport iTrack

When BCBPs are scanned (or printed) at the airport, a
number of fields are stored in a DB for reporting and
analysis:
o
o
o
o
o
number of passengers boarded by flight;
time analysis between scan points, for example:
• from airport check-in to security;
• from security to boarding;
the time (before boarding) that the last passenger
checked-in at the airport;
Information about passenger flow, e.g. number of
passengers per time interval;
Percentages check-in on/off
© Genève Aéroport 2013
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41. Airport iTrack

Geneva Airport proof of concept
BI Dashboard
Primary Data
Processing
iValidate
SITA
iTrack
2DBC Scan
2DBC Print & Scan
Primary Data
Sensors
2DBC Print & Scan
Data Source
-
Priority Lane
CSC
Lounge
(Shop)
© Genève Aéroport 2013
- CUTE
Check-in & Boarding
- EZ check-in desks
- EZ Boarding devices
- CUSS Kiosks
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42. Airport iTrack
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43. E-commerce approach
Indoor Geo-localization
EZS
interface
Waiting
time
Manual
Manual
Counting
Pax
Passport
LSR
Eservices
parking
Parking
system
Parking
BP Scan
Self bag
drop
CUSS
© Genève Aéroport 2013
Planned
Automatic
ID check
Eservices
Lounge
Priority
lane
CUTE
Check-in
Eservices
Prty. lane
Receipt
printers
BP Scan
Bag
drop
Security
Self QBG
CUTE
Shops
Departures
control
B&F
Document
check
Lounge
Boarding
43

44. E-commerce approach

New relationship between Passengers and Airports
Yesterday
Today
Aiports
Passengers
© Genève Aéroport 2013
Airports
Airlines
Passengers
Airlines
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45. E-commerce approach

Enhancing Passenger Experience
o
o
o
o
Accompanying the Passenger through the airport process
Providing tools to enhance Passenger experience
(pleasure)
Allowing the Passenger to control better the time spent at
the airport
Giving the economy class, business passengers an
opportunity to benefit from airport « upgrade » services
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46. E-commerce approach
© Genève Aéroport 2013
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47. E-commerce approach

The E-commerce platform will be completely integrated
to a CRM tool  B2C DB in order to communicate
directly with passengers
Emailing campaigns
Newsletters
CRM
Special offers
Surveys
Feedbacks
Etc.
© Genève Aéroport 2013
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48. Dashboard and KPI
Dashboards / KPIs
Indoor Geo-localization
EZS
interface
Waiting
time
Manual
Manual
Counting
Pax
Passport
LSR
Eservices
parking
Parking
system
Parking
BP Scan
Self bag
drop
CUSS
© Genève Aéroport 2013
Eservices
Prty. lane
Automatic
ID check
Eservices
Lounge
Priority
lane
CUTE
Check-in
Receipt
printers
BP Scan
Bag
drop
Security
Self QBG
CUTE
Shops
Departures
control
B&F
Document
check
Lounge
Boarding
48

49. Dashboard and KPI
Geneva Airport Dashboard
Counting Pax
Ecommerce
Waiting time
Events
….
GA-OPS
Real Time
Data
Get data «real-time» to build our
own KPIs
© Genève Aéroport 2013
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50. Agenda
Fixing the context
Why Passengers Flow Analysis is important?
Why Passengers Flow Analysis is complex?
Passengers Flow Analysis in GVA
Main initiatives in GVA
Conclusion
© Genève Aéroport 2013
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51. Conclusion
Indoor Geo-localization
EZS
interface
Manual
Passengers Flow Monitoring
Waiting
Manual
time
Counting
Pax
Passport
LSR
Eservices
parking
Parking
system
Parking
BP Scan
Self bag
drop
CUSS
© Genève Aéroport 2013
Eservices
Prty. lane
Automatic
ID check
Eservices
Lounge
Priority
lane
CUTE
Check-in
Receipt
printers
BP Scan
Bag
drop
Security
Self QBG
CUTE
Shops
Departures
control
B&F
Document
check
Lounge
Boarding
51

52. Data collect
Data processing
Conclusion
App1
WiFI
© Genève Aéroport 2013
Bluetooth
App2
App3
Camera
App4
Scan
52

53. Data collect
Data processing
Conclusion
Application
WiFI
© Genève Aéroport 2013
Bluetooth
Camera
Scan
53

54. Conclusion
NO
© Genève Aéroport 2013
YES
54

55. Conclusion
massimo.gentile@gva.ch
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Web: http://www.gva.ch
© Genève Aéroport 2013
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