IATA Paperless Aircraft Operations Conference 2017

Review of e-operation initiatives since rollout @ SWISS

SWISS is one of Europe’s leading premium airlines, a Star Alliance member and serving 100+ destinations

>16 million

passengers

103 destinations in 46 countries

76 European & 26 Intercontinental destinations

8564 motivated colleagues

1374 Cockpit Crew

3835 Cabin Crew

3358 Ground Staff

proud member

95 state-of-the-art aircraft

33 long-haul and 55 short-haul 7 wet-leaseJoined LH Group in 2005

How did it start?On SWISS’ side

SWISS was looking for an eLB which meets all their requirements:

Being flexible

Being able to run on different devices

Being able to run without having constant connection to a ground server

Talk with AMOS

No such eLB on the market!

Specification of RequirementsOn SWISS’ side

Cabin log has been electronically recorded for more than 10 years at SWISS

Internal project of SWISS

SWISS’ goals:

One solution for cockpit and cabin(all operated aircraft types)

One solution for short and long distance flights

Going paperless

Save time & money

Go-Live on SWISS’ side

Decision for a hardware device Microsoft Surface

Decision: On which aircraft to start with an eLB Boeing B777

Training of

1. Maintenance Engineer “Classroom”

2. Cabin crew via info Bulletin

3. Cockpit crew via ALPM and

Training Module

Approval of all processes

Approval of all documents

Business Case studyKey question: Why electronic Logbook?

Eliminationof manual handling of 70’000+ reports per year

Reductionof central booking staff(data typist)

Elimination of mistakes (handwriting not readable, typing errors) = Quality item

Efficient reporting = Increasing efficiency(no manual transfer into

MRO system)

Projected net financial impact of project

Cockpit14%

Cabin74%

Maintenance12%

Long-haul

Cockpit59%

Cabin23%

Maintenance18%

Short-haulNo. of reports driven by cabin for long-haul aircraft

Close to 10’000 reports in one month of full operation

Electronic Log Book: Introduction at SWISS Different user modes / Microsoft Surface 3 tablets

Connectivity by GSM modem

Huawei Mobile Hotspot 3G

• 3G Connection

• USB Chargeable

• SIM Card of local provider

• Connects up to 10 Devices via Wi-Fi

Concept• One solution for cockpit and cabin (all

operated aircraft types)

• One solution for short and long distance

flights

• Quality improvements

• Cost reduction

Master device in Cockpit Second device in Cabin

ELB Architecture and Data securityWIFI – GSM – VPN

ELB Users

Cockpit

Cabin

Airborne Connectivity

Router

WIFI

WIFI

SWISS

CrossConsense

ELB Server

SWISS

AMOS Server

WIFI Cellular

Swisscom Private APN

Autorisation:Hidden SSIDWPA2/PSK

RADIUS

Battery Charging Not charged device before next flight

ELB Device not fully charged or even empty when overtaken by the next crew

Calculation: ELB use on average of 2 hours per long distance flight

Problem:

Devices are not switched off manually by crew

Corrective Actions:

Automatically Sleep mode function – keep the time short

Instruct ELB user to switch device into sleep mode after using

Connect devices always to the power outlet for charging

Include this information in your training session

Improvement:

Devices are not completely discharged during operation therefore

charging time per ground time is shorter

No available Network GSM On several US stations and narrow bandwidth at BKK

Problem:

Outside of Switzerland narrow bandwidth or even absolutely no connectivity!

United States: bad coverage of the ramp on many airports by most network providers.

In BKK rooming partner of Swisscom has a very narrow bandwidth

Corrective Actions:

Maintenance assists crew in using the backup

process relieve the crew in cockpit preparation

Selection of other providers with better bandwidth.

Improvement:

On stations with low bandwidth or no network coverage

maintenance assists the crew

Change of rooming partner in BKK

Evaluation Connectivity GSMSince Go-Live 777 January 2016 to July 2016 (Source CROSSMOS)

5074 flights

4905 flights synchronization successful = 97%

157 flights backup process was used (download data to USB stick) = 2.75%

12 flights no data synchronized g backup process paper log pages was used = 0.25%

Average time per synchronization = 20 seconds

Synchronization often fails on the first try

Possible reasons: - Router not switched ON or still in sleep mode

(router goes into sleep mode after 30 min.)

- Tablet still in flight mode

That is about 3 percent, where was not carried out online synchronization for any reason.

Evaluation Connectivity WIFINetwork Stability

2 cases that connectivity to the server / AMOS completely down

1st case: SWISS’ Mobile network M2M provider performed a software upgrade,

without testing it first with the users.

Result: for 2 days the network was not available anymore (for all users, including Swiss)

2nd case: VPN connections between Swiss and server all failed and were down for 7 hours.

Corrective Actions:

SWISS is installing WLAN routers in maintenance offices at ZRH and GVA that provide

connectivity to the server using a LAN connection

SWISS is checking how to avoid such a problem in the future.

Maybe 2nd second VPN connection

Evaluation Connectivity between TabletsON Board Connectivity

ELB Device Master and Cabin device do not connect via WIFI

Reason:

One or both tablet do not connect to the router

Tablet is stuck in Flight Mode (cannot be switched OFF)

Solution:

Shutting down and restarting the tablet often solves the problem

If not, SWISS replaced the tablet. OS-Image was renewed and

all was OK again.

2 cases: router were replaced

This is a known problem with the Surface 3

Was solved with Microsoft software update

Several improvements since RolloutChanges and adjustments in the application and process

ELB Software improvements:

When synchronizing "flight acceptance" always all data were synchronized by default

Now only most recent changes to host server are synchronized (about 10% of the data)

Other files (PDF files like D & B, Last Base MX release) only synchronized if changes

available.

Changes in the ELB application process!

Pilots are able to enter the fuel uplift after flight acceptance

ATA chapter list is stored in the application

Process improvements:

Charging process on the ground and in flight

Now tablets are also connected to power outlets during flight phases

The instruction to use the sleep mode feature extends operating life-time

Change ManagementPaper is easy, Paper is fast!

People who have to use new technology have

different attitudes!

Some of them:

Never used electronic devices in their privacy!

They are not open to something new and

do not give the new process a chance!

They are not familiar to use touchscreen applications

Do not see the whole processes and their benefits at all!

Convince them that working digital leads to several improvements

Impressions of the Base using ELB Maintenance experiences

Not all staff interested in ELB

Only used it reluctantly in the beginning

Some simply had problems to use it

(touchscreen, no keyboard ...)

All age groups (not only older engineers)

Other staff: Happy from the beginning

Some suggested improvements

Important: Take every suggestion for improvement

seriously

SWISS trained interested engineers as “Super User”

Super Users supported the others – situation improved

During first 2 – 3 months several items in the software or on the server were found that had to be

improved / fixed

«Hotfixes» by CrossConsense direct implementation of upgrade on A/C

Software settings done in a OS-ImageIT security recommendation to close OS system as much as possible

Tablet Image (OS and ELB)

• Win 8.1 Pro

• Image created to load pre-set OS and ELB Software

• Pre-settings are:

• Network settings for SSID and PW

• Power options

• User profiles for ELB and Admin

• Time settings and Timeserver connection

• Restricted settings for ELB user

• Start and work with ELB Software

• Set IP address of Master Device (configuration in ELB Software)

• Set Flight mode on and off

Router/Hotspot Settings

• Hidden SSID (no broadcasting)

• Password authentication with PSK (pre-shared key)

• WPA2 connection

Implementation of life vest and Pouch with RFID - security seal & padlock

Managing Life Limited Parts and Cabin Search

Use of RFID technology to improve processes and reduce cost

→ Reduction of processing time from a few hours (external) to a few minutes (internal)

MaintenanceBusiness Process

EngineeringBusiness Process

LogisticBusiness Process

StockBusiness Process

Ste

p 1

Ste

p 2

Ste

p 3

In planning Phase

2018

In planning Phase

2018

Maintenance Operational Control Planning tool to be introduced for optimization of resource use

Complex manual planning of resources (manpower)

involving many different systems and tools

Application supported optimal

assignment of tasks eliminating

many process steps and taking

into consideration:

- Available manpower &

qualifications

- Aircraft ground time & position

- Resources (cars, tools, …)

Mobile phone app

-> Assign tasks

-> Short term

changes (i.e.

aircraft position)

-> Real time update

progress

(start, end, delay)

+ Much reduced complexity in communication+ Increased productivity + Real time updates and progress-- No electronic work instructions or sign off

Currently in testing phase and expect to go live before end of the year

SWISS took delivery of its first B777 28 January and has celebrated by adding a livery depictingthe faces of over 2,500 of its employees from around the world to represent all areas of Swissstaff, from cabin crew to pilots, technicians, human resources, IT and marketing.

Stefan Richard, Swiss International Air Lines13.11.2017

Current eLB status on SWISS fleet36 long-range and 50 short-range airplanes rolled out

Boeing B777 fleet including 8 airplanes, all in service

Rollout started by 1st delivery HB-JNA at 19th January 2016

Airbus A330 and A340 fleet including 27 airplanes

(2 Edelweiss A340) Rollout started by

1st June 2016 and was completed February 2016

Airbus A320/A321fleet including 36 airplanes (6 Edelweiss A320) Rollout started at 1st of November 2016

Bombardier C Series100 and 300 fleet including 14 airplanes

Rollout started by 1st delivery HB-JBA at 30th June 2016

Experiences during Project PhaseEvolution of seven month ELB in use (Jan to Aug 2016)

Boeing 777

Pilot Complaints: 439

Cabin Complaints: 3090

Maintenance Complaints: 544

Airbus A340

Pilot Complaints: 623

Cabin Complaints: 2747

Maintenance Complaints: 471

Airbus A330

Pilot Complaints: 966

Cabin Complaints: 4547

Maintenance Complaints: 632

Bombardier CSeries

Pilot Complaints: 212

Cabin Complaints: 82

Maintenance Complaints: 64

Pilot Complaints: 2240 Cabin Complaints: 10469 Approx. 14 complaints per aircraft and day

VisionsOn SWISS’ side

Available manuals should be linked in CROSSMOS

Integration of a Dent & Buckle Chart

Continuing improvement of the first version of CROSSMOS

Customization through SWISS itself by using the integrated admin tool