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Creating a real sense of place

Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

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Page 1: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

Creating a real sense of place

Page 2: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

Pax CEM is an AND/ AND story

Customer Experience Management

Premises People

Passenger Experience

+ +

=

Processes

Source: ACI EUROPE’s ‘Guidelines for passenger services at European airports’.

Page 3: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

Connector: a new landmark

Improving premises

Page 4: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

Automated Border control as of mid 2015

Improving premises

Page 5: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

Automated Boarding, trials in 2015

Improving premises

Page 6: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

Long Haul Brussels Airlines lounge – Sunrise Lounge

Improving premises

Page 7: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

New Brussels Airlines lounges - The Loft

Improving premises

Page 8: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

New aircraft interiors

Improving premises

Page 9: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

Increasing efficiency: largest security platform in EU

Improving processes and products

• Central platform with 25 screening lanes- Largest platform in Europe- Automatic tray return and diverter lanes- Expendable to 29 lanes in total

• World’s first remote screening of cabin baggage on a large scale- Separate control room- Security officer receives a scan with a

virtual mark on the image

Page 10: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

New gate seating with comfort and functionality

Improving processes and products

Page 11: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

New Brussels Airlines products

Improving processes and products

Page 12: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

Alternative Check-In & Automated Drop-off

Improving processes and products

• Alternative check-in methods:- Online check-in- Mobile check-in- CUSS check-in- Automated check-in

• 75% of local SN departing pax out of BRU check-in alternatively

• 11 automated bag drop-off units- 65% of local Schengen SN Departing pax out of

BRU use automated bag drop-off

Page 13: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

Home Printed Bag Tags and Permanent Tags

Improving processes and products

• HPBT (Home Printed Bag Tag) as of Q3/Q4 2016- Available through the online check-in

application

• Baggage reconciliation (in- and outbound) by end of 2016

• Permanent bag tags

Page 14: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

Airport crew as ‘face’ of Brussels Airport

Improving people

Airport Crew is crucial+ Shop staff + F&D staff + Cleaning staff + ….

Page 15: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

We go the extra smile

Improving people

Page 16: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

Going for the WOW factor through emotions

Customer Experience Management

Source: ACI EUROPE’s ‘Guidelines for passenger services at European airports’.

Page 17: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

Emotions by introducing memorable moments

WOW moments

Page 18: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

Emotions by introducing sense of place: Belgium

WOW moments

Page 19: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

Tintin aircraft and high tech lounge

WOW moments

Page 20: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes
Page 21: Creating a real sense of place · Creating a real sense of place. Pax CEM is an AND/ AND story Customer Experience Management Premises People Passenger Experience + + = Processes

DISCLAIMER

Any use, republication or redistribution of this content is

expressly prohibited without the prior written consent of the

Author. Permission to copy and reproduce content may be

granted by the author, at their discretion, and by request

only.

Source: presentation of Piet Demunter, Brussels Airport

Company and Pedro Casimiro, Brussels Airlines

at the 2015 SITA Air Transport IT Summit, Brussels.

2015 Air Transport IT Summit


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