StB programme update

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					                           IATA Passenger Experience



                                                         Airport Forum
                                          Bucharest, 17 November, 2010




Simplifying the Business        1   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
       The Vision of Simplifying the Business

        Our mission is to change the way the industry operates by
         improving service and lowering costs


        Today, that mission is now more relevant than ever


        And we’re intensifying efforts to deliver the change the industry
         needs



Simplifying the Business          2        INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
           StB – Potential Annual Savings
                 ET        BCBP           IATA e-freight           RFID
                 CUSS       Fast Travel              BIP       IATA e-services




    2010           3            1.5   1      1.6                   4.9                1.9

                                                                                                 TOTAL
                                                                                                 US$16.8 billion

    2004                                             TOTAL
                   3       .5     1   1.2 0.8
                                                     US$6.5 billion
                                                       0.75


          0            2          4          6             8          10         12         14        16

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        StB and airports
         Airports are a critical stakeholder in our efforts to deliver industry change
               StB is working closely with ACI
               StB Champions in airports
         All passenger-oriented StB projects - BCBP, BIP and Fast Travel - bring
          benefits to airports
               Better customer service
               Lower costs




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        IATA’s value
        Standards: Create and manage technical and process standards
         that comprise one or more of the following options:
              IATA Resolutions, binding on all members
              IATA Recommended Practices, non-binding on members
              IATA Technical standards in support of both resolutions and
               recommended practices.
              Implementation Guides to assist in consistency of product and service
               delivery by publishing best practice.


        Implementation: Deliver to targets set by the Board of Governors
         to meet the vision



Simplifying the Business                 5          INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
      What has changed and may impact
      the Passenger Experience?

       Passenger Process Model

       Airline Business Model
                                          79%



       Government Data Requirements
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               Passenger Process Model




                                          79%




Simplifying the Business   7   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
      Current Kiosk Outlook
        Kiosks are almost exclusively
         used for passenger check-in
              Mature technology
              Number of kiosks deployed has been
               capped at around 14000 units for the
               past years


        Primarily deployed by airlines in
                                                             79%                    21%
         the past, airports are now offering
         shared infrastructure
                                                                Dedicated Airline Kiosks
                                                                Airport CUSS Kiosk


Simplifying the Business                8         INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
      Self Service Trend*:
      What do passengers want?

                70% of passengers would tag their own bags if they could
                74% of respondents are interested in printing bag tags remotely

                70% of respondents would use automatic boarding gates

                Two thirds (66%) of respondents would use a baggage claim
               kiosk, an increase from last year’s 48%


                                             *: Source: SITA-Passenger Self-Service Survey 2010
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                                Fast Travel


Simplifying the Business   10   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
     Fast Travel: Self-Service Suite




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   What is Bags Ready to Go?

    Self Tagging + Bag Drop
         Self Tagging : Self Service baggage tag
          print for application by the passenger

         Bag Drop : Recognisable acceptance
          point for the purpose of baggage
          processing




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Simplifying the Business   13   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
        What is Document Check?
            An airline offering the ability for a
             passenger to self-scan travel
             documents to allow for data collection
             for onward transmission by their airline
             to meet arriving or transiting countries’
             government requirements.

            Perform automated verification of the
             travel document data against travel
             data requirements




Simplifying the Business            14        INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
        128
        CUSS Airports with scanning
        capability




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Simplifying the Business   16   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
  What is Flight Re-Booking?
  In the event of an irregular operation such as
  flight delays, misconnects or cancellations:

           An airline offering the ability for a re-
            routed passenger to get proactively
            re-booked

           To deliver new boarding token or re-
            booking options via a self service
            channel.


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Simplifying the Business   18   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
   What is Flight Self Boarding?


     An airline offering the ability for a
      passenger to self-scan their
      boarding token to gain entry to the
      aircraft in a controlled manner.




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Simplifying the Business   20   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
        What is Bag Recovery ?
       An airline offering the ability for a
        passenger to register a mishandled
        bag, utilising a self-service device
       Additional / Related Services:
             The provision of messages to a mobile
              device (web / mobile) informing the
              passenger in the event of a mishandled
              bag
             Providing a receipt of the claim




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Simplifying the Business   22   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
        Fast Travel
        To reduce airline costs and enhance the passenger
        experience by offering a range of self-service options
        throughout the journey

        By 2020, 80% of global passengers will be offered a
        complete self-service suite based on industry
        standards


Simplifying the Business    23      INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
                                                                      FAST               TR AVEL               VISION




                                                                       Global                End to End                Global
                                                                      Capability              Journey                Standards




           Departure

                               02                         04                05                 06                07
                01                         03
                             Ticket                    Document        Authorisation        Baggage        Immigration
             Pre-travel                  Check-in
                           Issuance                    Scanning         to proceed         processing       exit control

                                Document Check
                                                                       Flight                           Arrival

                08             09            10                                             12              13
                                                             11                                                              14
              Security      Security     Flight re-                                    Immigration      Baggage
                                                           Boarding                                                        Customs
              access       screening     booking                                       entry control    collection


                                       Transfer




Simplifying the Business                              24                INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
       Passenger process:
            Fast Travel - Self-service for passengers
            BCBP




Simplifying the Business   25       International Air Transport Association 2010
    Government Regulatory Requirements




                                           79%




Simplifying the Business   26   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
    Government Data Requirements
     Governments are progressively changing the
      current Advance Passenger Information model
      to a more dynamic model

     Multiple data elements to be provided at
      multiple steps during the passenger journey
      (from booking to arrival)
                                                     79%

     Identified need to capture this data in a trusted
      and automated manner: self service data
      capture

Simplifying the Business         27       INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
      Self Service Trend*:
      What do passengers want?

     70% of respondents would use
      automated border control &
      security processing

                                           79%




                                *: Source: SITA-Passenger Self-Service Survey 2010
Simplifying the Business   28   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
                 Passenger Facilitation
                Achieving Seamless Air Travel While Meeting Security
                N e e d s U s i n g G l o b a l S t a n d a r d s




Simplifying the Business        29          International Air Transport Association 2010
  The passenger journey defined

   Departure

                        02                          04            05                 06                07
        01                            03
                      Ticket                     Document    Authorisation        Baggage        Immigration
     Pre-travel                     Check-in
                    Issuance                     Scanning     to proceed         processing       exit control

                           Document Check
                                                             Flight                           Arrival

        08             09               10                                        12              13
                                                    11                                                             14
      Security      Security        Flight re-                               Immigration      Baggage
                                                  Boarding                                                       Customs
      access       screening        booking                                  entry control    collection


                                  Transfer




Simplifying the Business                         30                    International Air Transport Association 2009
  Addressing the passenger needs through StB
                              01
                           Pre-travel


                               02
                             Ticket
                           Issuance


                      04                                          05                07
      03
                   Document                                  Authorisation    Immigration
    Check-in
                    Check                                     to proceed       exit control

       06              10                                        08                09
    Baggage        Flight re-                                  Security         Security
   processing      booking                                     access          screening


                       13                                         12
      11                                                                         14
                   Baggage                                   Immigration
    Boarding                                                                   Customs
                   collection                                entry control



Simplifying the Business                31    International Air Transport Association 2009
   Passenger Facilitation
   Bringing security, facilitation and government agencies
   into Passenger Experience



    Aims and Objectives
     To develop global recommended practices in relation to passenger
      interaction with Security, Immigration and Customs processes.

     To drive interoperability of individual self-service pilots / production
      environments world wide

     Create a roadmap for self-service options
        E-Immigration via individual tokens e.g. ePassports, Biometrics
Simplifying the Business                 32           INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
      Future for Kiosks
      in the Airlines Business Model



                                           79%




Simplifying the Business   33   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
      Change of Business Model
     Looking for Revenue generation
     is defining…                           ..airlines Ancillary Services
                                            trend




Simplifying the Business          34   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
        Bundling & Unbundling

                           Inbound Fare

                           Outbound Fare

                            Comfort kit
            Full Airline
               Fare
                             Xtra Bag


                               Meal

                             Sky Bus



Simplifying the Business              35   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
        LCC sell up to 23% of services




    US Airline Industry Total 2009 Ancillary Fee Revenue = $7.8 B
    Source: US DOT Form 41, table 1A


Simplifying the Business               36   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
       IATA’s e-travel vision & targets
        First phase: e-ticketing
        Second phase: e-Boarding passes
        Third phase: automate other paper documents

                           e-travel

         e-ticketing       BCBP       e-services

       Industry Targets by IATA’s Board
           By end 2010, all GDS and airlines EMD capable
           By end 2012, all airlines EMD capable
           By end 2013, 100% EMD in IATA BSP
           As of July 2010 4 airlines are e-services live


Simplifying the Business                37         INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
        Industry benefits IATA e-services
       Airlines
        Annual industry-wide benefits of between US$2.4 and US$2.9 billion, from
           lower costs and increased revenue:
        Increase revenue by selling services through all distribution channels:
           travel agents, interline partners, kiosk, web, mobile, GDS, phone.
        Reduce costs associated with paper document processing.
        Enable self-service channels to sell services

       Passengers
        More flexibility: EMD allows them to customize their journey, offered
          across mutli-leg journeys, even those that involve multiple airlines.
        Better access: Passengers can purchase services via various channels.


Simplifying the Business           38        INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
       In conclusion
        Self-service check-in is mature (mobile channel still to grow)
        Other self-service options are demanded by passengers and
         developed by the industry



      Passenger Process          Revenue Generation              Regulatory Process

       Self Tagging              Selling ancillary services    Self Service Data
       Document verification          Upgrades                  Capturing device
       Lost and Found                 Excess baggage           Self Service Immigration
       Security & Immigration         Lounge Access            Access to security
                                       Meals
                                       ….



Simplifying the Business               39           INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010
        Thank you for your continued support
            For more information, visit
             www.iata.org/stbsupportportal/




Simplifying the Business                 40   INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010

				
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