NEW HEIGHTS FOR INSIGHTS - AIR TRANSPORT - HAVE TOKEN, WILL TRAVEL - SITA

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NEW HEIGHTS FOR INSIGHTS - AIR TRANSPORT - HAVE TOKEN, WILL TRAVEL - SITA
AIR TRANSPORT

                                              2016

         NEW HEIGHTS
         FOR INSIGHTS                   PAGE 29

                       HAVE TOKEN, WILL TRAVEL
                  FAST-TRACKING THROUGH THE AIRPORT
                                            PAGE 37
                           E-AIRCRAFT PIONEERS
                A REVOLUTION IN AIRCRAFT MANAGEMENT
                                            PAGE 26

#SITAINSIGHTS
NEW HEIGHTS FOR INSIGHTS - AIR TRANSPORT - HAVE TOKEN, WILL TRAVEL - SITA
NEW HEIGHTS FOR INSIGHTS - AIR TRANSPORT - HAVE TOKEN, WILL TRAVEL - SITA
CONTENTS

INTERVIEW

P8
THE NEW
RYANAIR –
JOHN HURLEY,                                    TECHNOLOGIES: NEW HEIGHTS FOR INSIGHTS
CTO, RYANAIR
                                                P 29
                                                BUSINESS INTELIGENCE AND AIR TRAVEL’S ‘GOLD MINE’

                                                INNOVATIONS          Make it personal: WayBlazer CEO Terry Jones                                     6

                                                CASE STUDY           Let’s get the price right – Finnair’s best pricing strategy                   11

                                                INNOVATIONS          Prepare for tomorrow: planning for innovation at airports                     13

                                                TRENDS               No. 1 priority – a connected passenger experience                             18

                                                INNOVATIONS          Start of a new age, as the Internet of Things emerges                         20

                                                TECHNOLOGIES         Miami’s ‘smartest app in the airport’ – business intelligence                 32

                                                INNOVATIONS          API advances will provide endless opportunities in air travel                 33
INTERVIEW

P 26
                                                TRENDS               Have token, will travel: biometrics in air transport                          37

                                                CASE STUDY           The quest for smart airports in Zambia                                        39

E-AIRCRAFT                                      TECHNOLOGIES         The drop off – smarter and automated baggage systems                          40
PIONEERS –
                                                CASE STUDY           In the front line at South African Airlines		                                 43
DAVID LAVOREL,
CEO, SITAONAIR                                  TECHNOLOGIES         The connected community: new needs for air transport 		                       44

                                                MEMBERSHIP           Member updates                                                                46

Air Transport IT Review – Issue 1 2016                   Publishers:                                                               Printed by
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                                                         All trademarks acknowledged. ©SITA 2016

  ISSUE 1: 2016                                                                                                                                  3
NEW HEIGHTS FOR INSIGHTS - AIR TRANSPORT - HAVE TOKEN, WILL TRAVEL - SITA
NEWS

                                                                         MIAMI’S ‘PERSONAL
                                                                         TRAVEL ASSISTANT’
                                                                         Miami International Airport has launched a new mobile app for
                                                                         passengers and all airport users. It is the first airport app in the
                                                                         US to use the latest technologies, including Bluetooth beacons,
                                                                         to get context-sensitive information to the right people.

                                                                         The app, developed by SITA and described by the airport as
                                                                         ‘Your Personal Travel Assistant,’ gives travelers personalized
                                                                         updates, directions and tips based on their location and needs.
                                                                         See page 32.

SITAONAIR DOMINATES
TOP 20 IN ONBOARD   AIR FRANCE-KLM ROLLS
                    OUT HUNDREDS OF KIOSKS
WI-FI ANALYSIS                                                          Air France-KLM is rolling out 765 cutting-edge kiosks at
                                                                        50 airports, serving the airline’s 77 million passengers.
Independent analysis by Routehappy on the state of inflight
Wi-Fi has placed 11 SITAONAIR customers in the world’s top 20           Jointly designed by SITA and Air France-KLM, the kiosks are now
for long-haul flights.                                                  in operation at Amsterdam’s Schiphol and Paris’ Charles
                                                                        de Gaulle and Orly airports.
According to the ‘Global State of Inflight Wi-Fi’ report, SITAONAIR
customer Emirates topped the list, with over 35 million available       Packed with the latest features, the sleek new kiosks allow
seat miles (ASMs) with inflight Wi-Fi.                                  passengers to quickly and easily check-in for flights, print
                                                                        bag tags or purchase additional services.
Routehappy calculated this was “nearly double the long-haul
ASMs with Wi-Fi than any other airline.” Indeed, the report’s
11 listed SITAONAIR airline customers collectively deliver over
90 of the 165 million ASMs.
STRONG PERFORMANCE
SITAONAIR customers also performed strongly in Routehappy’s
subsequent analysis into the proportion of the airlines’ long-haul
fleets.
This featured nine of the top 20, including Russia’s flagship
carrier, Aeroflot, in second place. Aeroflot (at 98%) was one of only
five airlines to provide Wi-Fi on over 90% of its fleet.
The analysis examined 60 airlines, and the report is indicative of
the importance Wi-Fi now plays in delivering a good passenger
experience. See also: ‘e-aircraft pioneers,’ page 26.

                                                                        PIONEERING WITH
For more:
www.sitaonair.aero

                                                                        BEACONS IN NICE
 TWO ‘BESTS’ FOR                                                        Nice Côte d’Azur Airport is
                                                                        leveraging SITA’s beacon
                                                                                                             Airport Premier Club
                                                                                                             passengers using the app will

 SITAONAIR                                                              technology to put personalized
                                                                        information at passengers’
                                                                                                             automatically earn points as
                                                                                                             they pass through the airport.
                                                                        fingertips through the airport’s
 SITAONAIR has been awarded Best Global Connectivity                                                         The app was launched to
                                                                        new multifunctional app.
 Provider and Best Innovation in Commercial Airline Cabins                                                   coincide with the opening of
                                                                        The new app provides                 Nice Côte d’Azur Airport’s
 for its inflight Wi-Fi app.
                                                                        passengers with real-time,           refurbished Terminal 1 retail
 The announcement, for the Inflight IFEC Awards, took place             relevant information at each         area and will support the
 at the annual Aircraft Interiors Middle East event in 2016.            step of their journey, along         refurbishing of the commercial
 See page 28.                                                           with location-sensitive retail       area of Terminal 2 in 2016.
                                                                        information and offers.              Full story in next issue.

  4                                                                                                         AIR TRANSPORT IT REVIEW
NEW HEIGHTS FOR INSIGHTS - AIR TRANSPORT - HAVE TOKEN, WILL TRAVEL - SITA
ABU DHABI KICKS OFF
TRANSFORMATION                                                          THE NEW LOOK
                                                                        AIR TRANSPORT
                                                                        IT REVIEW ONLINE!
Abu Dhabi Airports has partnered with SITA to introduce its
latest technologies across Abu Dhabi International Airport’s
three terminals.
The technology transformation is part of preparations as the
terminals approach a capacity of 45 million passengers by 2017.
OPERATIONAL EFFICIENCY
The investment will bring the airport’s IT infrastructure in line
with the systems SITA is implementing in the new Midfield
Terminal Building, currently under construction.
These new technologies will help improve the airport’s
operational efficiency while providing a seamless passenger
experience across all terminals.                                        … COVERING TECHNOLOGIES, TRENDS,
                                                                        INNOVATIONS, INTERVIEWS AND MORE

NAPLES OFFERS FAST
                                                                        Available on the new sita.aero microsite
                                                                        Whatever your device, the new online edition of Air Transport

TRACK IMMIGRATION
                                                                        IT Review will give you easy access to features and insights
                                                                        across the technology issues that matter to the industry,
                                                                        including solutions and innovations embracing the explosion
                                                                        of mobile devices, cloud, big data, business intelligence,
Naples International Airport is offering passengers from
                                                                        predictive analytics, new generation passenger systems,
the European Union who hold a biometric passport, a fast
                                                                        e-Aircraft, border intelligence, and much more.
track through the airport with the introduction of self-service
immigration control technology from SITA.                               www.sita.aero/air-transport-it-review

FACIAL RECOGNITION
Using world-leading facial recognition technology, SITA’s
iBorders BorderAutomation ABCGates provide a smooth

                                                                       NEW TECHNOLOGY
‘walk-through’ experience.
The Automated Border Control Gates (ABCGates) confirm that

                                                                       PUTS BIOMETRICS
the passenger has an authentic, valid passport and is authorized
to enter the country while fingerprint verification is also provided

                                                                       AT EVERY STEP
to further enhance security when required.
20 SECONDS
With an average processing time of only 20 seconds, this process
enables eligible passengers to use self-service facilities to reduce   SITA has launched new technology that allows passengers
wait times and optimize passenger flow through the airport.            to move through the airport and board the aircraft simply by
The ABCGates (departures and arrivals) allow more than 2,000           presenting themselves for a biometric check.
passengers a day to clear immigration at the airport using this
                                                                       Called Smart Path™, it allows passengers to use a single
latest technology.
                                                                       biometric token at every step of the journey, from entry to exit.
                                                                       Once verified there’s no need for the passenger to present a
                                                                       boarding pass, a passport or travel documents again.
                                                                       FACIAL SCAN
                                                                       SITA Smart Path captures the passenger’s biometric details
                                                                       through a facial scan at the first touch point in the journey.
                                                                       The record is checked against the passenger’s travel documents,
                                                                       typically the passport, and a secure single token is created.
                                                                       Then, at each step of the journey – from check-in, to aircraft
                                                                       boarding or border control – passengers gain access simply
                                                                       with a facial scan and without having to show their passport or
                                                                       boarding pass.
                                                                       Unlike other offerings, the technology can be easily integrated
                                                                       into existing airport infrastructure and airline systems.
                                                                       See ‘Have token, will travel’, page 37.

  ISSUE 1: 2016
           JANUARY 2012                                                                                                                 5
NEW HEIGHTS FOR INSIGHTS - AIR TRANSPORT - HAVE TOKEN, WILL TRAVEL - SITA
AIRLINE IT STRATEGY – COGNITIVE COMPUTING

                          PERSONALIZATION.
                          THAT ONE WORD HOLDS THE
                          KEY TO PASSENGER LOYALTY.

MAKE IT PERSONAL
                            “FOR THE AIR TRANSPORT INDUSTRY, COGNITIVE
                              COMPUTING, AND IBM WATSON IN PARTICULAR,
                              IS A SIGNIFICANT ADVANCE. IT HELPS DELIVER OUR
                              DRIVE TOWARDS PERSONALIZATION AND IT CAN BE
                              USED IN A MYRIAD OF WAYS.”
                              JIM PETERS
                              CHIEF TECHNOLOGY OFFICER, SITA

 6                                                             AIR TRANSPORT IT REVIEW
NEW HEIGHTS FOR INSIGHTS - AIR TRANSPORT - HAVE TOKEN, WILL TRAVEL - SITA
Today is all about delivering
tailored solutions and
                                                                           “COGNITIVE COMPUTING IS THE
information to meet the                                                      INTERACTION BETWEEN ARTIFICIAL
demands of your passengers,                                                  INTELLIGENCE AND BUSINESS
creating a memorable                                                         INTELLIGENCE. AND THAT MAKES
experience in the airport and
onboard the aircraft.
                                                                             IBM WATSON A GAME CHANGER.”
Yet delivering such highly                                                   TERRY JONES
personalized products or
                                                                             CHAIRMAN, WAYBLAZER
services is not always as
easy as it seems. It requires
                                   across the travel industry,          “Cognitive computing gives         use all the data available to
understanding passengers’
                                   garners insights and provides        you the edge. It puts you          provide new products and
travel behavior, preferences
                                   answers that are relevant            where your customers are           services while creating deeply
and requirements.
                                   and personalized.                    and is always available. That      personal, tailored experiences
Much of this information is                                             translates to increased loyalty    for their passengers.
                                   For example, were you to type
already available to airlines                                           and revenue,” he adds.
                                   ‘Romantic getaway in Italy this                                         Understanding where
and airports through their
                                   summer’, most browsers will                                             your passengers are going,
Customer Relationship                                                   TRAVEL OPPORTUNITY
                                   provide thousands of results                                            when they are going and
Management (CRM)                                                        “For the air transport industry,
                                   that broadly fit this description.                                      why they are traveling,
databases, social media,                                                cognitive computing, and IBM       means being able to place
reservation systems and            However, using its proprietary
                                                                        Watson in particular, helps our    services or products that
numerous other sources             technology along with
                                                                        drive towards personalization      are truly relevant.
of information.                    IBM Watson components,
                                                                        and it can be used in a myriad
                                   WayBlazer will deliver
COGNITIVE                                                               of ways,” says Jim Peters, Chief   REAL-TIME
                                   a relevant set of hotel
                                                                        Technology Officer at SITA.        RESOLUTIONS
The challenge is that 80%          recommendations that are
                                   romantic and in Italy, best          Mobile, above all, is becoming     One of the most promising
of all data available today is
                                   visited during the summer,           the favored platform. Already      applications is the potential
unstructured. And given the
                                   based on available information.      airlines and airports are using    to use cognitive computing
volume, we’re not even aware
                                                                        mobile and beacon technology       as a CRM tool. “Imagine if a
what data is available – dark      No more clues but actual
                                                                        to deliver personalized            passenger has a problem with
data that you don’t even know      personalized recommendations
                                                                        information, whether it’s          their ticket and begins using
is there.                          provided with confidence.
                                                                        way-finding, gate changes or       Twitter or e-mail.
The advent of cognitive            WayBlazer trawls through
                                                                        commercial offers. See ‘New
                                   all the available data – hotel                                          “They can actually start to have
computing, led by IBM Watson,                                           heights for insights,’ page 29.
                                   sites, reviews, news reports                                            a live conversation with the
has the potential to unlock this
                                   and social media – finds the         “Cognitive computing allows        airline, relying on WayBlazer
treasure trove of information.
                                   best answer and presents it          the industry to take information   featuring aspects of IBM Watson
Using natural language
                                   in a logical way, backing up         on the move to a whole new         technology in the backend to
processing and machine
                                   its recommendations with             level. It allows airlines and      resolve issues on the go and in
learning, IBM Watson is able
                                   evidence.                            airports to take personalization   real-time,” says Peters.
to reveal insights, patterns
                                                                        much, much further.”
and relationships across data.                                                                             “And the biggest benefit of all
                                   AI MEETS BI                                                             these services is a passenger
It’s able to answer complex                                             TRAVEL COMPANION
questions and interpret data       WayBlazer is already working                                            experience that is deeply
to provide contextual and          with hotels and travel services      By sharing their data              personal which will undoubtedly
relevant answers.                  to offer a range of value-added      and integrating traveler           encourage brand loyalty and
                                   services. “Cognitive computing       information, WayBlazer             revenue for those airlines and
“Airlines and airports already                                          can provide passengers
                                   is the interaction between                                              airports that use it.”
hold huge amounts of data                                               with travel information and
                                   artificial intelligence and                                             Artificial intelligence and
on their passengers that, if                                            recommendations beyond
                                   business intelligence. And that                                         cognitive computing may
properly structured, would                                              the airport, becoming
                                   makes IBM Watson a game                                                 appear to be far off in the future
yield tremendous potential                                              an indispensible travel
                                   changer,” says Jones.                                                   but looking at applications
to offer unique services,”                                              companion.
says Terry Jones, Chairman         “IBM Watson understands                                                 such WayBlazer and other like-
of WayBlazer – a company           natural language and can             It also holds significant          minded companies using IBM
offering the first cognitive       make sense of it. It’s also a        potential to augment ancillary     Watson technology, they are
travel platform.                   learning computer which gets         revenue. For airlines and          already here.
                                   better over time. It’s better old    airports, it allows them to
IBM WATSON                         than when it’s new. And finally
By leveraging IBM Watson           IBM Watson gives advice with
cognitive computing                confidence whereas other              FULL ARTICLE ONLINE
capabilities, WayBlazer is         browsers merely give us               www.sita.aero/air-transport-it-review
pioneering technology that         thousands of clues.
takes unstructured data from

  ISSUE
  ISSUE 41:: 2016
             DECEMBER                                                                                                                    77
NEW HEIGHTS FOR INSIGHTS - AIR TRANSPORT - HAVE TOKEN, WILL TRAVEL - SITA
AIRLINE IT STRATEGY - RYANAIR

                           THE ‘NEW’
                           RYANAIR
                          RYANAIR’S STORY IS ONE OF RAPID
                          EVOLUTION. CHIEF TECHNOLOGY
                          OFFICER JOHN HURLEY EXPLAINS
                          HOW CARING FOR THE CUSTOMER,
                          TECHNOLOGY AND CONNECTIVITY
                          ARE NOW AT THE HELM OF FURTHER
                          EVOLUTION AND CHANGE.

                           Why the strategy change for          To cite English folklore, and      Our new approach has
                           the ‘new’ Ryanair?                   perhaps being a bit flippant,      been working like a dream.
                                                                we needed to be less like the      We’re as good as fully hedged
                           Ryanair has seen a phenomenal
                                                                Sheriff of Nottingham and more     on oil prices, so all of our
                           rise in Europe thanks to great
                                                                like Robin Hood. With that, we     profitability and improvements
                           coverage, low prices, a strong
                                                                launched our ‘Always Getting       have all come from being
                           on-time departures record,
                                                                Better Programme’, with a          nice to customers. It was
                           the fewest cancellations and
                                                                focus on listening to customers    the only thing we changed.
                           much more, as our corporate
                                                                and being nicer to them.           As Reuters pointed out our
                           results show.
                                                                                                   strategy of being nicer to
                                                                Is it working?
                           We’re now 30 years old. In                                              customers has had a bigger
                           fact, when Boris Becker won          Yes, it’s working very well. The   impact on performance than
                           his first Wimbledon Tennis           Ryanair of a couple of years       the lower oil prices which
                           Championship, we were making         ago brashly presented our CEO      benefited some other airlines
                           our first flight from Waterford      Michael O’Leary sitting astride    in the short term.
                           to Luton Airport.                    a model of a Ryanair-branded
                                                                                                   So the future for Ryanair is a
                                                                Boeing 737-800 aircraft. That’s
                           It was going very well. Our                                             great customer experience,
                                                                given way to a preference
                           simple strategy focused on                                              at the right price, with the
                                                                for showing a picture of him
                           excellence in coverage, choice                                          right choice – and all of it
                                                                cuddling a puppy dog.
                           and price – and it was paying off.                                      underpinned by technology.
                           In theory, we thought all smart      In the online sphere, our
                                                                                                   What’s IT’s role?
                           Europeans would keep using           website – which had become
                           us, and we would grow forever.       known as an obstacle – was         IT is essential to our strategy
                           While we grew, we needed to          greatly improved with a            of providing a great customer
                           get better.                          brand new one introduced in        experience. To demonstrate
                                                                late 2015, which has been a        how seriously Ryanair takes
                           We undertook a serious rethink
                                                                mammoth and very serious           technology, as part of the
                           and developed another very
                                                                effort to focus better on the      travel experience, we set up
                           simple strategy. We’re a useful
                                                                customer experience. On top of     Ryanair Labs in November
                           airline, we thought, but now we
                                                                that we’ve rolled out a new app.   2014 to create a digital travel
                           have to be more likable as well.

 8                                                                                                 AIR TRANSPORT IT REVIEW
NEW HEIGHTS FOR INSIGHTS - AIR TRANSPORT - HAVE TOKEN, WILL TRAVEL - SITA
team representing a state-        So technology enables our        The future is your mobile           travel for a second at LinkedIn,
of-the-art digital and IT         focus on putting customers at    phone; it’s an immensely            Facebook, Foursquare and
innovation hub. The new post      the center of everything, not    powerful computer in your           so on. They’re all breaking
of Chief Technology Officer       the airline, nor the airport.    pocket. There’s a lot of talk       their apps up, whereas many
was introduced too.               It has to be the customer and    about wearables but your            airports and airlines are
                                  the customer experience –        mobile is your hub, your data.      guilty of piling on more and
The vision was to rip up
                                  whether it’s at home in bed      What customers need is the          more features.
the playbook, putting the
                                  booking or at the airport        right information, at the right     In doing that, your app gets
customer at the center,
                                  traveling, the customer          time and the right location         very bloated, chunky, heavy and
and using data to drive
                                  comes first.                     – meaning information is            slow – and potentially buggy.
a better experience for
                                                                   location-sensitive.
customers across the travel       What trends do you see?                                              You become all things to all
sector. Essentially, we’re an                                      You don’t want to be walking        people. But it’s actually a
                                  Everything that’s paper is
established airline. We have a                                     through an airport getting          very poor user experience.
                                  dead. It’s all in the mobile
user base that’s fond of us, so                                    pinged about various                You want one-click to get
                                  device: your pagers are going;
this is a unique opportunity to                                    promotions if you’re close to       somewhere; like the Amazon
                                  so too are cameras and video
try some different things and                                      the gate and hurrying to get        model. The more features
                                  cameras. They’re all dying
move forward from there.                                           there. We need to be conscious      you’ve got into an app, the
                                  technologies. In the future
                                                                   and aware of what is happening      more complicated it becomes.
We have a new customer            I see, your passport will go
                                                                   to customers.
charter and 50% of its            digital. Eventually, driving
items are pure technology         licenses will go away. Wallets   I like to think differently about
plays; I’d argue that actually    are already going; boarding      things. This is not a strategy,
probably 90% of the effort is     passes have gone digital.        but some ideas we’re playing
technology-related.               The future is digital.           with are to look at outside

   “THE VISION WAS TO RIP UP THE PLAYBOOK, PUTTING THE
     CUSTOMER AT THE CENTER, AND USING DATA TO DRIVE A
     BETTER EXPERIENCE.”
  ISSUE 1: 2016                                                                                                                     9
NEW HEIGHTS FOR INSIGHTS - AIR TRANSPORT - HAVE TOKEN, WILL TRAVEL - SITA
AIRLINE IT STRATEGY - RYANAIR

How might you solve that?          And at the airport?
                                                                         “THE FUTURE FOR RYANAIR IS A
Maybe you could have five
apps? I’m not saying we’re
                                   Then it’s a different kind of
                                   experience. Suddenly it’s
                                                                           GREAT CUSTOMER EXPERIENCE, AT
going to…we’re not. But to get     almost as if the app should             THE RIGHT PRICE, WITH THE RIGHT
people thinking differently,       hand over to the new owners of          CHOICE – ALL OF IT UNDERPINNED
let’s just consider it. You        the person to address what’s            BY TECHNOLOGY.”
could, for example, focus          now needed, such as fast-
on Discovery, Day of Travel,       track, special offers, and
Destination, Return and            gate information.
Post Trip.                         At this stage, electronic points    RYANAIR LABS
With Discovery, for example,       of sale must be integrated          Ryanair launched Ryanair Labs in 2014 as a ‘state-of-the-art
you’re looking for somewhere       and information must be             digital and IT innovation hub’ based in Dublin, Ireland.
sunny and you don’t want to        coordinated. If a person’s          With around 200 staff, its stated aim is to seek to ‘change
be logging on and looking for      bought a coffee, why offer          the world of online travel’, through reimagining the online
boarding passes. You want a        coffee again? All of these          travel sector. The Lab is focused on digital travel products
‘tinder-like experience’ which     elements must be addressed,         for web, mobile and ‘whatever comes next’.
presents you with images of,       meaning we must get smarter,
say, Portugal, Spain, Germany      we have to share data, we have
or Austria which you simply        to become more integrated.
flip through and press to          Then there’s in-flight
choose; it knows who you are,      entertainment to consider, as
you’re then in the app and         well as Wi-Fi, which is just
integrated with your Apple Pay     too expensive at the moment        What about the final stages?       So it needs a concerted effort?
and you click to book.             and must become ubiquitous.        For the Destination, Return        Yes, we have to work together
On your ‘Day of travel’, it’s      Once that happens, it’ll tie       and Post Trip your app must        as a community to make the
a different experience. You        everything together properly       help with things like transfers,   travel experience better.
might wake up to find there’s      once and for all. And, of          gifts, train tickets and car       That means sharing data to
a delay on the way to the          course, dealing with extra         travel; and as customers move      better serve customers and
airport, or you could be facing    flight bags must be simpler        from being at the airport, we      to take the pain out of the
unexpected queues at security.     and done digitally, going the      need to think of things like       journey so that people travel
Micro moments like these           same way as everything else –      ‘What are the special offers?      with us again.
cause panic, and your app          on the mobile.                     Or is there a particular event
                                                                                                         That includes interconnections.
needs to guide you.                And when I say mobile, that        happening?’ for example.
                                                                                                         Ryanair don’t do connections,
The future has to be removing      could be a range of devices,       And then for the return journey    but our savvy customers
stress from people’s travel        phones or tablets. Except the      you have different worries.        do. We’ll fly them from a
experience. And it must            biggest problem with mobile        You know how to get home but       destination to an airport in
address all the things that are    is battery life. If your mobile    your biggest concern might be      order to connect. They want
part of the travel process, like   battery runs out during your       ‘do I have milk in the fridge?’    to know about their ongoing
having insurance, extra bags       travel and you’ve been using       or ‘do I need to prepare a         flights, so we can’t just be
and so forth. It must all be       it through the journey, that’s     school lunch?’ You have a          looking at what’s in it for
simple, allowing you to press a    a huge issue.                      different mindset, you’re a        us. We have to look at the
button and go from there.                                             bit more anxious. The app          passenger and the customer
                                                                      should give you offerings,         from the customer’s point
                                                                      information and ancillaries to     of view.
                                                                      address that experience.
                                                                                                         So as an industry we need
                                                                      Our own app has buttons for        to think about the whole
                                                                      check-in, boarding pass,           experience, not all the great
                                                                      flight info, hotels and cars –     features in our apps that we
                                                                      with a sixth called ‘Manage        can bombard people with.
                                                                      trips’, and this is where we       Think about simple information
                                                                      see our activity with airports,    at the right time, to improve
                                                                      hotels and others, which           the person’s experience.
                                                                      demands that they have data
                                                                      from everybody.

  10                                                                                                     AIR TRANSPORT IT REVIEW
AIRLINE IT STRATEGY - FINNAIR

LET’S GET THE
PRICE RIGHT
                           WE TALK TO TOMI HÄNNINEN,
                           VICE PRESIDENT FOR REVENUE
                           MANAGEMENT & PRICING AT FINNAIR,
                           ABOUT HIS AIRLINE’S VISION AND
                           EXPERIENCE OF SELECTING AND USING
                           SITA’S GROUND-BREAKING PRICING
                           MANAGEMENT TOOL, AIRFARE INSIGHT.

 ISSUE 1: 2016                                            11
AIRLINE IT STRATEGY - FINNAIR

Tell us about Finnair               and tools available if we are
                                    to stack up against increased
                                                                         “IT IS PLAYING A MAJOR
The airline was established in
1923, which makes it one of the
                                    competition for the Asia–              TRANSFORMATIONAL ROLE AT
oldest operating airlines in the
                                    Europe space.                          FINNAIR. DIGITALIZATION IS ONE
world. Today, we aim to offer our   We recognized that we needed           OF THE COMPANY-WIDE MUST-WIN
customers what we describe          to get up to speed with our            BATTLE FOCUS AREAS AND WILL
as a unique Nordic experience,
with the smoothest, fastest
                                    benchmark airlines not only
                                    in operational quality but also
                                                                           CONTINUE TO BE USED TO ENHANCE
connections in the northern         pricing and optimization.              CUSTOMER EXPERIENCE .”
hemisphere via Helsinki and the     And what led you to choose
best network to the world from                                        the process during negotiations      tool was to establish a more
                                    SITA Airfare Insight?
our home markets.                                                     and before the contract was          efficient workflow for the
                                    Once we had completed our         signed. It meant we were able        pricing team.
We carry about 10 million           initial search, we organized      to hit the ground running.           How do you see IT playing a
passengers every year to and        workshops with the three
from 17 destinations in Asia                                          With the right resourcing we         transformational role?
                                    shortlisted vendors. They
and more than 70 in Europe –                                          were able to move ahead with         Every business is ultimately
                                    were assessed against three
and we have one of the most                                           full steam and as a result, the      about people. Pricing and
                                    factors: user cases, overall
punctual and reliable operations                                      implementation process was           revenue management in the
                                    attractiveness and workflow
in the world.                                                         completed one month ahead            core of an airline’s commercial
                                    quality. There were multiple
                                                                      of schedule and was noted            operation is a good example.
Our service reflects the classic    aspects in each of the
                                                                      as one the most successful           It’s a scientific, number
Nordic qualities of simplicity,     dimensions that were scored
                                                                      project implementations at           and system intensive area
modernity and functionality         after the workshops.
                                                                      Finnair in 2015.                     of the business – but it’s
at the airport, in lounges and      In user cases, Airfare Insight
on board. The Finnair brand is                                        Have you observed any                the skilled and motivated
                                    got the highest average
known for quality: we have a                                          benefits already?                    professionals who finally
                                    score in seven out of eight
4-Star Skytrax rating and have                                                                             make the difference between
                                    aspects. Of particular note,      It’s still early days in terms of
won the Best Airline in Northern                                                                           competitors.
                                    the way the all-inclusive fares   evaluating concrete business
Europe in World Airline awards      were displayed made Airfare       results but our speed to             Having said that, IT is playing
four years in a row.                Insight outperform the other      market has certainly improved        a major transformational
Last year, we were the first        two options.                      – for example, in terms of           role at Finnair. Digitalization
European airline to fly the new                                       reactive tactical pricing.           is one of the company-wide
                                    For overall attractiveness,
Airbus A350 XWB. We have firm                                                                              must-win battle focus areas
                                    Airfare Insight scored highest    User feedback has also
orders for 19 aircraft, forming                                                                            and will continue to be used to
                                    in five out of seven aspects.     generally been positive. This
the backbone of our future                                                                                 enhance customer experience
                                    Distinctive user friendliness     is particularly encouraging
growth strategy and introducing                                                                            in the years to come.
                                    of the solution and vendor        as one of the targets for
a complete refresh of our cabin     knowledge on pricing function     implementing a new pricing
design and cabin services.          made Airfare Insight stand out.
Why look for a new fares            Airfare Insight was also rated
solution?                           as best able to meet Finnair       JET AIRWAYS’ TRUE VIEW
                                    expectations in general.
The forecasts for growth in the                                                                           Jet Airways, one of India’s
number of Asian passengers          For general workflow quality,                                         largest airlines, has renewed
remain considerable. It’s a         Airfare Insight was graded                                            its contract with SITA for
great opportunity for us and        as the best option to provide                                         Airfare Insight, the industry-
the investment in the Airbus        enough data in the right                                              leading fares management
A350 XWB is one indicator           format and on the spot for                                            solution that provides
of our intent to benefit by         efficient pricing decisions.                                          competitive intelligence to
delivering the best aircraft        Overall, SITA Airfare Insight                                         enable the airline to control
and the best levels of service –    scored measurably higher                                              its pricing.
Nordic service.                     than the runners up.
                                                                       Cramer Ball, CEO at Jet Airways, said: “Airfare Insight
To do that effectively, we          How was project progress?          helps us evaluate pricing based on our revenue management
must also foster a culture of       The project began by defining      and sales strategy, enabling us to analyze and
continuous improvement in           the initial data set-up for        manage fares across multiple locations and time
all areas of our operations.        Finnair. Thanks to SITA’s          zones, and implement decisions much faster
It’s self-evidently critical to     excellent commitment to the        using fully automated distribution.
get the best pricing strategies     project, we were able to start

 DOWNLOAD SITA’S AIRFARE                                               FULL INTERVIEW ONLINE
 INSIGHT PAPER                                                         www.sita.aero/air-transport-it-review
 www.sita.aero/whitepapers

  12                                                                                                      AIR TRANSPORT IT REVIEW
AIRPORT INFRASTRUCTURE

                         AS THE TOUCHPOINT FOR ALL
                         IN AIR TRAVEL, AIRPORTS ARE
                         A HOTBED OF TECHNOLOGY
                         INNOVATIONS, TRIALS AND
                         TESTS.

PREPARE FOR
TOMORROW

 ISSUE 1: 2016                                    13
AIRPORT INFRASTRUCTURE

                                                      “WE’LL NEED AIRPORT MASTER PLANS AND ICT
                                                        PLATFORMS THAT CAN HANDLE EVER SMARTER
                                                        PROCESSES, MORE SELF-SERVICE AND EVER HIGHER
                                                        QUALITY CONNECTIVITY.”
                                                        MATTHYS SERFONTEIN
                                                        VICE PRESIDENT, AIRPORTS, SITA

By 2034, 7.3 billion people will be traveling through our airports. That’s equivalent
to today’s total world population and it’s more than double today’s number of air
travelers. We’ll see a further 37,463 passenger aircraft in service, also more than
double today’s global fleet1.
If airport operators didn’t
already have enough stress
to keep them awake at night,
these figures will certainly
have them questioning their
strategic and master plans for
the foreseeable future.
The good news is that
airports are the focal point
of innovation within the air
transport industry.
“That has huge implications
for airlines, passengers,
airport operators and indeed
many stakeholders involved in
the steps across the journey,
because the airport is where                     Virgin Australia – first to use SITA’s ‘future check-in’ technology: common-use hybrid desks
it all comes together,” says
Matthys Serfontein, Vice
President, Airports, at SITA.
                                                 easy to see the dilemma:                   switch to an agent-assisted                 IMPERATIVES
                                                 how do we prepare now for                  traditional process. For the
“As such, it’s where information                                                                                                        “The end game is all about
                                                 the technology unknowns                    airport, the investment is
and communications                                                                                                                      a seamless, integrated
                                                 of tomorrow?                               done – there will be no need
technology (ICT) can have the                                                                                                           passenger experience,
                                                                                            to install kiosks if self-service
                                                 Paradoxically, ICT planning of                                                         from end-to-end,” he adds.
greatest impact, operationally,                                                             usage increases. This is
                                                 new airport design projects                                                            That means preparing for
commercially and in terms                                                                   future-proofing terminal
                                                 must start in the very                                                                 technologies that are capable
of enhancing passenger                                                                      design at its best.
                                                 beginning, as any good Master                                                          of meeting three airport
satisfaction.
                                                 System Integration (MSI)                   At Perth Airport, Virgin                    imperatives:
PLAN EARLY                                       program with tell you.                     Australia, with SITA,
                                                                                                                                        • enhancing passenger
                                                                                            launched the world’s first
Of course it’s impossible                        Aligning technology with                                                                 satisfaction
                                                                                            single hardware common-use
to say what will happen in                       architecture and construction
                                                                                            hybrid desks late last year,                • delivering operational
20 or 50 years. Who would                        plans ensures airports will be
                                                                                            enabling the carrier to quickly               excellence
have predicted 10 years ago                      able to roll out IT solutions in
                                                                                            switch from self-service                    • ensuring commercial and
that nearly every traveler                       the future, mapped against
                                                                                            bag drop to full-service                      financial success
(97%) would be carrying a                        clearly defined business
                                                                                            traditional counters.
smartphone, tablet or laptop                     objectives. Doing this is the                                                          As the latest Airport IT
when flying? Or that one in                      best way to ’future-proof‘                 “Just as ICT has helped                     Trends Survey shows, the
five passengers would fly                        the airport.                               transform airports over the                 vast majority of airports intend
with all three2?                                                                            last 70 years from simply                   to invest in or evaluate major
                                                 VIRGIN AUSTRALIA                           providing space for airlines
When you think the average                                                                                                              ICT programs through 2017,
                                                 A case in point is the hybrid              to land and takeoff, to being               with those imperatives top
airport master plan has a
                                                 desk which helps facilitate                the massive commercial and                  of mind.
20-30 year horizon, it’s
                                                 transition into a complete                 social epicenters we see today,
                                                 self-service environment, or               it will be crucial to creating
                                                                                            the future-proof airport of
1 Airbus, “Airbus Global Market Forecast 2015-2034”
                                                                                            tomorrow,” says Serfontein.
2 Air Transport World, SITA, “Passenger IT Trends Survey 2014”

   14                                                                                                                                  AIR TRANSPORT IT REVIEW
SIGNALLING A SMARTER FUTURE
                                                                                 49%                                          38%
                                              49%                                of airports are considering
                                                                                 programs with NFC by 2017.
                                                                                                                              of airports provide assisted bag drop
                                                                                                                              stations. Those implementations are
                                              of airports plan IT
                                                                                 NFC                                          expected to double by end of 2017.

52%
                                              investments in passenger
                                              flow management by
                                              end of 2017.
of airports plan to implement

                                                                                                       50%+                              70%+
self-boarding gates by 2017.

                                                                                                       of airports/airlines have         of top 50 airports have
                                                                                                       plans to implement transfer       investment plans for cloud
                                                                                                       and self-boarding kiosks.         and geo-location
                                                                                                                                         technologies by 2017.

                 140 +
                 airports deployed
                 automated border control
                 (ABC) systems in 2015.                                                                                                 65%
                                                                                                                                        of airports plan to offer

                                                                                                                    30
                                                                                                                                        personalized services by 2017.
                                                                                                                           seconds

45%
of passengers would expect
                                                                                                                    per passenger or less: average border
                                                                                                                    crossing time using ABC systems, versus
                                                                                                                    2-3 minutes otherwise.

                                                               x4                                                            110%
self-service rebooking via
kiosks or mobiles.

60
                                                               The number of airports                                        expected growth rate for
                                                               set to provide bag                                            mobile boarding pass.

                                                                                            100+
                                                               tracking kiosks will

                                                                                                                                                175
passengers vs 24 can be processed                              quadruple by 2017.
in an hour by a self-bag drop unit.                                                                                                                      million
                                                                                            countries have
                                                                                            implemented e-passports.                             e-passports by 2019.

Data is taken from SITA's industry surveys, as well as IATA’s Global Passenger Survey and the Acuity Market Intelligence: ‘The Global Automated Border Control (ABC)
Industry Report’.

HAPPY PASSENGERS                           Taking the idea forward                    “The fact that Google, Apple               Airlines and the international
                                           with SITA are early trials                 and Samsung are all in                     airports of Hong Kong and
We’ve seen a raft of self-
                                           with leading middle-eastern                this space shows that the                  Miami. See ‘New heights for
service investments to
                                           airports and flagship airlines.            technology is here to stay.”               insights,’ page 29.
streamline processes,
from kiosks for check-in,                  PROXIMITY SENSING                          PERSONAL                                   NFC USE CASE
to border management, to
                                           Then there’s the proximity                 “Beacons could be the                      Beacons inevitably draw
self-bag drop and bag tracking.
                                           sensing based on Bluetooth                 opportunity the industry                   comparisons with Near
They’re no doubt helping
                                           and Wi-Fi, which can help                  has been waiting for to                    Field Communication (NFC),
the fact that three quarters
                                           gauge lines at bottlenecks,                personalize mobile services                another technology clearly on
of passengers, according
                                           such as check-in and security,             for passengers at the                      the radar of airports. But their
to SITA’s survey, say they’re
                                           as well as heighten passenger              airport while also giving                  use cases are separate.
generally happy with their
                                           communications and create                  extra information for
travel experience (and happy                                                                                                     While the current focus for
                                           revenue opportunities.                     airport management.
passengers spend money).                                                                                                         NFC is with payment, it
                                           Airports were a hotbed of                  “Because beacons have                      remains a technology that
Ensuring happy passengers
                                           activity in this arena last year.          motion sensors, you can put                has potential for improving
and efficient operations is why
                                           Fast emerging are beacons,                 them in elevators, escalators              passenger processing.
many airports are introducing,
                                           hailed as a ’game changer’                 or walkways and report if a
trialing and testing new                                                                                                         “The travel industry is looking
                                           in passenger processing                    thing that’s supposed to be
and nascent technologies                                                                                                         closely at the many possible
                                           and retail.                                moving is not moving. Put
that promise to be critical                                                                                                      uses,” says O’Sullivan. “SITA
                                                                                      them in a baggage system
components of any smart                    Kevin O’Sullivan, Lead                                                                Lab has gained considerable
                                                                                      and they can monitor the
airport of the future.                     Architect, SITA Lab, says that:                                                       NFC experience, with a
                                                                                      movement and vibration of the
                                           “Beacons are slowly gaining                                                           number of trials such as the
“Recent examples include                                                              system. The potential uses are
                                           adoption, and the Airports                                                            Toulouse Blagnac Airport
the linking of traveler data,                                                         really extraordinary.”
                                           Council International (ACI)                                                           Pass premium VIP card and
journey details and biometrics
                                           are working to ratify the                  Many airlines and airports are             a Schiphol Airport CUTE NFC
at the earliest opportunity to
                                           standards proposed by SITA.                forging ahead with SITA in this            demo deployment.”
create a single travel token,”
                                                                                      area, including American
comments Serfontein.

  ISSUE
  ISSUE 2:
        1: JUNE
           2016 2012                                                                                                                                              15
                                                                                                                                                                  15
AIRPORT INFRASTRUCTURE

INTERNET OF THINGS                      “SIMPLIFIED METRICS ARE ENABLING US TO PLAN MORE
Beacons have been called                  PROACTIVELY AND ALLOCATE RESOURCES EFFECTIVELY
a gateway to the Internet of
Things (IoT). While the idea of
                                          … ALLOWING US TO RESPOND MORE NIMBLY TO THE EBB
the IoT has been around for               AND FLOW OF UNANTICIPATED TRAFFIC FLOW.”
over 15 years, it’s becoming
                                          JOHN NEWSOME
a reality.                                IT DIRECTOR, ORLANDO INTERNATIONAL AIRPORT
No airport of the future will
be truly smart without
exploiting IoT capabilities.
In short, it means that physical
objects are connected to the
Internet via an IP address,
enabling everything that
connectivity entails: tracking,
data collection, analysis,
control and more.
As the IoT becomes the norm,
the airport will be increasingly
connected through all of
the objects it contains:
buildings, equipment, bags,
trolleys – anything that can
emit a status. And because
passengers and staff carry
smartphones, they too will be
                                    Orlando International Airport: queue management technology to reduce stress
part of this connected future of
travel. (See page 20.)
“The IoT gives the airport the      That’s particularly so because           TRAILBLAZERS                         nimbly to the ebb and flow of
opportunity to put a lot more       fewer than 10% of airports                                                    unanticipated traffic flow.”
                                                                             One of the industry’s trail-
sensors into their facilities to    are totally satisfied with either                                             See also: ‘New heights for
                                                                             blazers, Orlando International
keep track of their different       their data quality or their                                                   insights,’ page 29.
                                                                             Airport, is using SITA’s queue
assets, passengers and              ability to access and update
staff,” says Jim Peters, Chief      it, according to the Airport IT
                                                                             management technology                CLOUD
                                                                             – SITA QueueAnalyzer – to
Technology Officer, SITA.           Trends Survey.                                                                By centering their ICT
                                                                             reduce stress for travelers
                                                                                                                  infrastructure in the cloud
“Everything from maintaining        NEW ERA                                  and enable more accurate
                                                                                                                  – together with data and
equipment to ensuring the                                                    resource planning.
right people are in the right       It’s positive, then, that nine out                                            services – airports can
                                    of 10 airports plan to make              Providing a real-time                cost-effectively leverage
spot to getting passengers on
                                    significant investments in BI            view of TSA checkpoints,             future-proof IT services.
their planes on time. It’s really
                                    over the next two years. Doing           it enables the airport to            The cloud can contain every
the beginning of the smart
                                    so will spawn a new era of               respond rapidly to unexpected        element, including hardware,
airport of the future.”
                                    real-time BI and analytics.              conditions. It includes              software and support. Even
INTELLIGENCE                        The intelligent airport of
                                                                             historical wait-time data to         network connectivity can be
                                                                             establish wait-time profiles         managed and maintained from
Serfontein again: “Many of          tomorrow will be one that can
                                                                             for different times of the day,      cloud data centers.
these technologies are still        exploit the massive amounts
                                                                             days of the week and seasons.
in their infancy and they have      of data in a proactive way to                                                 “It’s here, in developing smart
huge potential. The same            benefit its own operations,              John Newsome, the airport’s          airports, that architects and
applies to business intelligence    business needs, stakeholders             IT Director, says: “We really        IT specialists can collaborate
(BI). Most airports are yet to      and passengers.                          wanted to be able to provide         to decide what infrastructure
begin realizing the potential,                                               accurate checkpoint wait-time        needs to be built and what can
                                    Its focus will be on the use
though SITA’s new, ground-                                                   information to our travelers         go to the cloud.
                                    of real-time intelligence and
breaking Day of Travel and Day                                               to reduce anxiety.
                                    predictive analytics based on                                                 “This frees the airport to make
of Operations BI capabilities       data from everywhere. Instead            “We can do that now and the          investments in other areas able
are providing a way forward.        of reacting passively to events          greater visibility and simplified    to generate revenues, such as
“We’re on the brink of another      such as long lines at check-             metrics are also enabling us         retail, and utilize personnel for
technology revolution that will     in or security, the airport              to plan more proactively and         things other than support of
produce mountains of data,          will proactively influence               allocate resources effectively.      the technology.”
and airports must develop a         passengers to avoid lines                SITA’s technology is also
strategy for what to do with it.”   before they can develop.                 allowing us to respond more

  16                                                                                                              AIR TRANSPORT IT REVIEW
CAPACITY ON TAP                    USE CASES                         They could potentially             bags from Point A to Point B
                                                                     perform foreign object             without a groundhandler’s
Citing the advantages,             Another recent pilot linked
                                                                     detection on runways, around       participation.
President and CEO of Rhode         the Apple Watch to SITA’s
                                                                     the airport perimeter, even
Island Airport Corporation,        Airport Management System,                                           Curbside, robots could be the
                                                                     in parking lots.
Kelly Fredericks, says:            allowing duty managers to                                            magic bullet that makes self-
“SITA has provided us with a       receive alerts when two planes    They can patrol the airport        service bag drop a reality, thus
solution that is hugely flexible   were arriving simultaneously      more easily than a person in a     taking the check-in process
and scalable.                      and had been assigned to the      car is able to, and then provide   completely outside the airport.
                                   same gate or when there was       even more detailed findings.
“Because it is a cloud-based                                                                            Imagine handing your bag
                                   a delay at a certain gate.        Drones can also go ahead of
service, we do not have to                                                                              to a robot at the curb and
                                                                     first-responders to provide
invest in infrastructure on        In another use case, SITA                                            seeing it whisked away to the
                                                                     real-time images and video of
site here at the airport and       Lab developed an application                                         baggage system, where it will
                                                                     an emergency scene.
new airlines can be up and         that enables gate agents to                                          go through security screening,
running quickly and adding         scan a boarding pass and          And as demonstrated by a           be loaded onto your flight (plus
seasonal routes will be easy.”     passport automatically and        trial between a major carrier,     any transfer flights) without
                                   simultaneously in less than       Geneva Airport and SITA            being touched by another
At Brisbane West Wellcamp
                                   one second using a pair of        Lab, drones can inspect an         human until another robot
Airport, Phil Gregory,
                                   smartglasses.                     entire aircraft in minutes         delivers it to you upon arrival.
General Manager, says:
                                                                     where humans would take
“We expect passenger               Other applications have                                              SITA Lab is conducting several
                                                                     hours, saving time and money
volumes to grow rapidly,           included translation                                                 trials to determine use cases
                                                                     and allowing for quicker
and with SITA we can easily        services, photo-taking                                               for drones and robots in the
                                                                     turnarounds.
expand our capacity. And           for documentation, and                                               air transport industry. “One
                                                                                                        thing’s for sure,” concludes
perhaps most importantly           communications between            ROBOTS
for us as a new airport, with      duty managers.                                                       Serfontein. “As we build smart
                                                                     In the future, we’ll also          airports of tomorrow, we’ll
SITA’s cloud solution there is
minimal up-front investment        DRONES                            see self-operating robots          need to be prepared to test
                                                                     throughout the airport. Just       and trial new technologies
and our costs are directly         It’s anticipated that smart
                                                                     as Google plans to release a       like these.
related to our passenger           airports of the future will
                                                                     completely self-driving car
volumes.”                          be a place where drones                                              “But added to that, we’ll need
                                                                     next year, the same technology
                                   operate. Drones can reach                                            airport master plans and ICT
FASHION FAD?                       places easily and quickly
                                                                     can be implemented in the
                                                                                                        platforms that can handle ever
                                                                     airport to perform a variety of
Playing a crucial part in          that are often difficult, time-                                      smarter processes, more self-
                                                                     functions – both passenger
the technology revolution          consuming, or just plain                                             service and ever higher quality
                                                                     facing and operational.
that’s taking place at airports    dangerous for humans.                                                connectivity, with a string of
are wearables, drones                                                Airside, robots can bring          tools suitable for delivering a
                                   They can take high-definition
and robots.                                                          people or parcels (self-driving    fast and smooth end-to-end
                                   photos and videos, and
                                                                     luggage carts, for instance)       journey from curbside
Wearable technology is still       transmit them in real-time.
                                                                     to their gate. They can deliver    to airside.”
in the infancy. But two things     They’re safe, nearly hack-
are certain: wearables are         proof, and can be programmed
more than a fashion fad,           to perform tasks such as
and there are real use cases
emerging for airports. In fact,
                                   processing, analyzing and
                                   reporting things no human
                                                                        “BECAUSE IT IS A CLOUD-BASED
they’re also paving the way        being can detect (minute               SERVICE, WE DO NOT HAVE TO
into the IoT era.                  temperature changes,                   INVEST IN INFRASTRUCTURE ON
The SITA Lab has collaborated
                                   for instance).                         SITE HERE AT THE AIRPORT AND
with airlines and airports to      The very attributes that               NEW AIRLINES CAN BE UP AND
pilot potential solutions for
the industry. The work of SITA
                                   make drones ideal for military
                                   use also make them suited
                                                                          RUNNING QUICKLY AND ADDING
Lab with Copenhagen Airport        for use in smart airports of           SEASONAL ROUTES WILL BE EASY.”
and Virgin Atlantic Airways        the future.
                                                                          KELLY FREDERICKS
provides celebrated examples                                              PRESIDENT AND CEO, RHODE ISLAND
of early trials of wearables.                                             AIRPORT CORPORATION

 FOR MORE                                                             FULL ARTICLE ONLINE
 www.sita.aero/intelligent-airport                                    www.sita.aero/air-transport-it-review

  ISSUE 1: 2016                                                                                                                    17
SELF-SERVICE – SMARTER AT EVERY STEP

SITA’S RESEARCH LEAVES LITTLE DOUBT THAT
IMPROVING THE PASSENGER EXPERIENCE THROUGH
SELF-SERVICE REMAINS A NUMBER ONE PRIORITY.

                                    THE NO 1
                                    PRIORITY
The vast majority of airlines       airlines and airports plan        CONNECTED                         three-quarters of passengers
and airports are planning           a high level of self-service                                        want to receive flight updates
                                                                      That bodes well for the
to invest in information and        activity across a growing range                                     via their mobiles and two-
                                                                      connected passenger
communications technologies         of the journey’s steps.                                             thirds want bag collection
                                                                      experience of the future,
to make the journey an ever                                                                             information.
                                    They include Fast Travel’s        facilitated by self-service
smarter and more seamless           six focus areas of check-in,                                        More than nine out of ten
                                                                      processes across the journey.
experience for passengers.          bags ready to go, document                                          passengers are interested in
                                                                      “In the next three years, more
So says a recent SITA paper,        scanning, flight re-booking,                                        flight updates via their mobile,
                                                                      passengers will be enjoying
‘The future is connected,’          self-boarding and bag                                               using their phone to provide
                                                                      seamless self-service travel
which calls on research across      recovery.                                                           access as well as to find their
                                                                      experiences as airlines and
several sources, including                                                                              way round the airport.
SITA’s Airline, Airport and         AIRPORT DRIVE                     airports scale up their self-
Passenger IT Trends Surveys.        What’s striking is that
                                                                      service implementations           THAT’S FAST
                                                                      across more stages of the
Over the next three years           airport bosses worldwide                                            Driving the trends, IATA’s
                                                                      passenger’s journey,” says
investments will be directed        are pushing ahead as                                                Fast Travel program is clearly
                                                                      Nigel Pickford, Director
to more mobile services for         rapidly as possible with                                            moving quickly towards its
                                                                      Market Insight, SITA.
passengers, as well as the          their investment priorities                                         2020 objective.
                                    focused on technologies           “The key driver for increasing
delivery of an increasing                                                                               The program is designed
                                    that speed up passenger           passengers’ use of self-
number of self-service                                                                                  to create standards and
                                    processing, reduce queues         service processes will be
processes.                                                                                              recommended practices so that
                                    and keep passengers               their ability to access or
In the same timeframe, Fast                                                                             airports and airlines can offer
                                    better informed.                  process these services on
Travel – the International                                                                              80% of passengers a complete
                                                                      their mobile devices.”
Air Transport Association           And it looks as if the vast                                         range of self-service options
(IATA) program to provide           majority would get even           YES, PLEASE                       across six areas of the journey
passengers with a self-service      more to spend – with global                                         by the end of the decade – in
                                                                      We know from SITA surveys
suite at key steps of the           IT spend at more than                                               the process delivering annual
                                                                      that the market is there. This
journey – will reach a critical     US$ 8.7 billion for 2015, and                                       savings of up to US$ 2.1 billion
                                                                      year, there’s a 39% increase
threshold, says the paper.          approximately two-thirds                                            for the industry.
                                                                      in passenger usage of mobile
                                    of airport bosses expecting
                                                                      devices for flight booking,       For example, Alaska, Qantas,
SELF-SERVICE RISE                   the same for 2016, according
                                                                                                        Air New Zealand, SAS and
                                                                      79% for check-in, 110% for
                                    to the latest Airport IT
The momentum for more                                                 boarding pass.                    Hawaiian Airlines already
                                    Trends Survey.
self-service is well underway.                                                                          offer four or more Fast Travel
                                                                      And it’s global: while SITA’s
In the coming three years,                                                                              options to at least 80% of their
                                                                      2015 Passenger IT Trends
                                                                                                        passengers, according to
                                                                      Survey found that more than
                                                                                                        the paper.
 DOWNLOAD ‘THE FUTURE IS CONNECTED’ PAPER                             half of passengers surveyed
                                                                      in Brazil checked in at a desk,   Meanwhile, Singapore’s Changi
 Insights into air travel’s rapid evolution as it takes                                                 Airport Group is developing
                                                                      24% said they would use
 advantage of smartphones, the evolution of the
                                                                      mobile check-in next time.        a new Terminal 4 that, when
 Internet of Things, and the continuing rollout of
                                                                                                        online in 2017, will feature a
 IATA’s Fast Travel program.                                          In Mexico, use of mobile
 www.sita.aero/surveys                                                                                  complete suite of self-service
                                                                      check-in is expected to double
                                                                                                        and automated options.
                                                                      this year. In the US, almost

  18                                                                                                    AIR TRANSPORT IT REVIEW
“IN THE COMING THREE YEARS AIRLINES AND
     AIRPORTS WILL SEE A HIGH LEVEL OF ACTIVITY
     AROUND SELF-SERVICE CHECK-IN, BAGS READY TO GO,
     DOCUMENT SCANNING, FLIGHT RE-BOOKING, SELF-
     BOARDING AND BAG RECOVERY. ALASKA, QANTAS, AIR
     NEW ZEALAND, SAS AND HAWAIIAN AIRLINES OFFER
     FOUR OR MORE FAST TRAVEL OPTIONS TO AT LEAST
     80% OF THEIR PASSENGERS.”

Dubbed Fast and Seamless         of airlines and airports
Travel (FAST), it will be        now plan to be using self-       SEE OUR ONLINE FEATURES
supplemented by facial           boarding gates by 2018,
                                                                  • L
                                                                     et’s create a sense of place’ – another way to heighten
recognition technology. Steve    while airports are expected
                                                                    the passenger experience, by:
Lee, the group’s CIO and SVP     to move quickly to deploy
                                                                    - Piet Demunter – Director Strategic Development,
(Technology) cites “better use   access information services
                                                                    Brussels Airport
of manpower resources”.          via kiosks.
                                                                    - Pedro Casimiro – Ground Product and Ground Processes
“It also increases our           Bag self-service and recovery      Manager, Brussels Airlines
efficiency and productivity      services are evolving rapidly      - Robert O’Meara – Director Media and Communications,
in the face of growing           too, with self-service lost        ACI Europe
passenger traffic,” he says.     bag registration expected to
                                                                  • ‘Changes at Changi’ – Steve Lee, CIO and SVP
“For example, manpower           be established swiftly.
                                                                      (Technology) at Changi Airport Group talks about the
saved can be assigned to
                                 What’s evident is that over          airport’s Fast and Seamless Travel (FAST) initiative,
provide personalized services
                                 the next three years, self-          featuring a complete suite of self-service and
to passengers at the gates,
                                 service will pass the point          automated options.
or redeployed to support
                                 of critical mass and be the
other flights.”                                                   • ‘ Passengers are top priority in China’ – how are
                                 mainstream, with airlines
                                                                     China’s airports responding to the global move towards
                                 and airports seeing mobile
QUICKER PACE                                                         self-service and the use of mobile?
                                 as the key channel in creating
With the industry’s priorities   the smarter journey.             • ‘How to improve the passenger experience’ –
firmly set on the passenger                                          SITA’s self-service and mobile solutions span nine stages
experience, the pace is                                              of the journey, playing a prominent role in IATA’s Fast
quickening. More than half                                           Travel, InBag and Smart Security programs.
                                                                  For more:
                                                                  www.sita.aero/air-transport-it-review
 FULL ARTICLE ONLINE
 www.sita.aero/air-transport-it-review

  ISSUE 1: 2016                                                                                                               19
THE INTERNET OF THINGS

THE START OF
A NEW AGE
                         BELIEVE THE HYPE AND WE’RE AT
                         THE START OF A NEW INFORMATION
                         AGE. AN AGE THAT WILL SEE MORE
                         SMART OBJECTS AND DEVICES
                         THAT WILL DRIVE MASSIVE GAINS IN
                         EFFICIENCY, DELIVER GREATER VALUE
                         TO CUSTOMERS AND STAFF, AND
                         ENABLE NEW BUSINESS MODELS.

 20                                             AIR TRANSPORT IT REVIEW
“IOT IS THE TOOL TO MAXIMIZE THE EXCHANGE OF
                                        INFORMATION TO MAKE MUCH BETTER DECISIONS,
                                        INFORM ALL COLLABORATORS, BE MORE EFFICIENT
                                        AND OFFER BETTER SERVICE. THE KEY IS FACILITATING
                                        COLLABORATION AND DATA EXCHANGE AMONG INDUSTRY
                                        PLAYERS.”
                                        ANTOINE ROSTWOROWSKI
                                        DIRECTOR OF AIRPORT CUSTOMER EXPERIENCE AND TECHNOLOGY, ACI-WORLD

The number of devices              band allowing sensors to be      At the moment it’s still          SCHIPHOL
collecting and exchanging          connected over distances         early days. But to make the
                                                                                                      One airport at the forefront is
data has grown significantly       of more than 100km and           most of a smart, connected
                                                                                                      Amsterdam’s Schiphol Airport.
over the last few years.           powered over 10 years with       world, we need to identify
                                                                                                      It’s working with KLM Royal
Some reports suggest that          AA batteries. In addition,       specific IoT use cases that
                                                                                                      Dutch Airlines and Dutch
connected devices will surpass     they’re highly secure, using     will bring our industry
                                                                                                      start-up, Undagrid, to track
15 billion in 2015 and reach       AES128 encryption keys.          operational or customer
                                                                                                      and trace non-motorized
over 50 billion by 2020.                                            service improvements.
                                   CLOUD                                                              mobile assets, such as aircraft
Most of the buzz is around the
                                   The widespread use of
                                                                    SMART AIRPORT CITIES              stairs and baggage carts using
consumer sector. However,                                                                             embedded sensors that make
there’s good reason for air        cloud computing provides         Airports are taking their cue
                                                                                                      them visible to operators via
transport businesses to start      the single platform that can     from the smart city concept.
                                                                                                      the cloud or a dashboard.
getting excited, not least         handle and integrate all         Under this, advances in
                                   the data sources, including      technology and data collection    However, most projects are
because we’re starting to
                                   people, with the processes       are being used to get real-time   currently small scale trials
see alignment in many of the
                                   and systems.                     information on the surrounding    used to gain knowledge on
core enablers.
                                                                    environment.                      what might be possible.
                                   And that power is now
EMBEDDED SENSORS                   being backed up by storage       That information can then         Miami International Airport,
Placing sensors in objects         systems capable of holding       be used to make efficiency        for example, worked with SITA
allows them to be controlled,      petabytes of data and serving    gains or improve the lives of     to install beacons around its
gather data and connect to         it up rapidly.                   people through better services.   terminals with temperature
other things. Just in the last                                                                        sensors. By analyzing the data
                                   Factor in data analytics         By embedding sensors
few years there’s been a                                                                              the airport could optimize
                                   and today data that was the      throughout the airport
leap forward in technological                                                                         air flow and reduce energy
                                   preserve of a few can be         environment it’s expected to
capabilities of sensors.                                                                              consumption. See page 32.
                                   turned into useful information   improve airport operations
Typical smartwatches,              and distributed to millions      and enhance the passenger
for instance, can                  in minutes.                      experience.
include 1-gigahertz dual
core processors and
combine gyroscopes and
accelerometers.

CONNECTIVITY
Widespread wireless
connectivity has already been
a significant contributor to the
rise of the Internet of Things
(IoT) using either cellular
networks or Wi-Fi.
Low-power, wide-area
networks, known as LPWANs,
are also starting to emerge,
which improve the business
case for low bandwidth
sensors.
These tap an unlicensed
wireless spectrum known
as the industrial, scientific
and medical (ISM) radio

  ISSUE
  ISSUE 4
        2:
        1::JUNE
           2016
           DECEMBER
                2012                                                                                                            21
                                                                                                                                21
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