Smarter TravelersSeamless self-service travel experiences

Tuesday 30 August

By: Jamie Partington & George Fenergi

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Introduction

Self Service at every step

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E-Commerce

iTravel

Day of Travel Airport App

iTravel

AirportConnect Kiosk

Passenger iCheck

SITA Smart Path

Passenger iCheck

SITA BagDrop

SITA Smart Path

Airport

Self-Service Gates

Airport iValidate

SITA Smart Path

iTravel

Airport

Self-Service Gates

SITA Smart Path

Bag Journey AirportConnect Kiosk

BagJourney

Day of Travel Airport App

iBorders

BorderAutomation

ABCKiosks and ABCGates

SITA Smart Path

Day of Travel Airport App

WorldTracer Kiosk

BOOKING CHECK-IN BAG DROP SECURITY BOARDING IN-FLIGHT TRANSFER BORDER

CONTROL

BAG CLAIM

passengers would

book their travel

Flight with self-service

technologies*

92%

passengers

who use self-service

tech to check-in will

do so again and

again*

91%

60seconds or less are

needed to drop off

bags

passengers see the

security checkpoint

as their number one

travel pain point**

36% Self-boarding

gates can reduce

the number of

agents required by

50%

BagJourney helps

airlines to comply

with IATA’s

resolution

753 travelers are

satisfied with

automated

immigration

gates****

89%

Up to

travelers per

minute can be

processed through

a SITA automated

biometric gate

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33%airports will offer

self-service lost

baggage registration

by 2018***

WorldTracer

is the

baggage tracing

network and

is used at over

airport locations

No.1

2,800

OF ALL INTERNATIONAL

DESTINATIONS ARE

COVERED BY SITA’S

EXTENSIVE NETWORK

95%

*SITA Passenger IT Trends survey 2016

** SITA Passenger IT Trends survey 2015

***SITA Baggage Report 2016

**** IATA Global Passenger Survey 2015

The Passenger Journey

Before getting to the airport

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• Booking

Before getting to the airport

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• Manage My Booking

Before getting to the airport

6

• Purchase some ancillary services

Before getting to the airport

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• Redeem some Loyalty Points

Before getting to the airport

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• Check-in online / mobile

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IATA’s Fast Travel Programme is aligned to the

growing demand for more self-service

At the airport

SITA’S SELF-SERVICE PORTFOLIO

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160 CUSS

Sites

2’500 kiosks

In 2015

All integrated through SITA’s AirportConnect Open (CUPPS) platform

SITA’S SELF-SERVICE PORTFOLIO

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Getting more passengers on Self Service

• Technology

• Infrastructure

• People

• Transforming landside operations

CHECK-IN PROCESS OPTIONS

Check-in

Printed at

Bag Drop

Web C/I

Mobile C/I

Bag tag

Printed from

Kiosk

Printed at

home

CUSS Kiosk

Permanent

Bag drop

Self-Service

Agent

assisted

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Trending - “Kiosks for things”

• Check-In

• Self Bag Tagging

• Information

• Rebooking

• Way finding

• Upselling/Shopping

• Etc.

SELF SERVICE KIOSK - NEW KEY

OBJECTIVESTransform the kiosk into …

…a Point of Sale, driving airline (airport revenues) by selling…

• Tickets, Upgrades, Bags, Spend Miles, …

…a position to print Bag Tags

• Take away time spent at the baggage belt

• Decrease queues

• Increase Airport throughput

…a position to manage Passenger Identity

NEXT GEN KIOSK FUNCTIONALITY

…NOT JUST ANY KIOSK….• Standard functionality based on the CUSS standards

• Larger 19” multi-touch screen

• Space for dual bag tag

• Payment device +

• SITA’s Common Use Payment solution

• New hoodless passport scanner

But also...

• NFC functionality for

payment, boarding

passes

• Video / audio

• Lighting (guiding,

branding & assistance)

• RFID for passports

• Flexible branding

• Ready for deaf / blind

interaction

• Meet ADA/DOT

standards

• Remotely managed (ex.

stock refill & hw failure)

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THE ONE-STEP PROCESS

Passengers will do the following tasks at the Self BagDrop unit:

• Identify themselves

• Choose a seat

• Buy ancillary services if available

• Print their boarding pass

• Print their bag tag

• Attach the tag to their bag

• Position the bag on the conveyor belt

• Inject their bag

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THE TWO-STEP PROCESS

Passengers will do the following tasks at the Kiosk

• Identify themselves

• Choose a seat

• Buy ancillary services if available

• Print their boarding pass

• Print their bag tag

• Attach the tag to their bag

at the BagDrop unit

• Identify themselves

• Position the bag on the conveyor belt

• Inject their bag

THE 1.5 STEP PROCESS

Passengers should be already checked-in and have their boarding pass

At the Self BagDrop unit:

• Identify themselves

• Print their bag tag

• Attach the tag to their bag

• Position the bag on the conveyor belt

• Inject their bag

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Scan&FlyRETRO-FIT Using existing

infrastructure

Drop&FlyNEW - FIT Replacing existing

infrastructure

• Modular and fully customizable

• A truly end-to-end bag drop solution

beyond hard and software

• Flow management and monitoring

• Training for ground agents, signage,

instruction videos and more

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Existing airport check-in desk Over the belt

BagDrop

In front of desk

kiosk

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Existing airport check-in desk Dedicated bag drop Dual-desk bag drop

TRANSFORMING A NEW TERMINAL

AIRPORT iVALIDATE

• It addresses the security issues related to the web and

mobile check-in boarding passes...

Displays the contents of a 2D BCBP

Integrates automated gates (eGates)

Supports handheld terminals (HHTs)

Supports agentmanned workstations

Integrates with AODB/FIDS system

Extends the APC CUPPS platform

Validates BCBPs against airline DCS’

Validates departure terminal/gate

Validates departure time/date

Validates flight number

Validates departure airport

Detects duplicate boarding passes

Self Service BP validation

Self Service Boarding Gates

• Self Boarding speeds boarding

• The boarding process is quicker and ground handling can take

measures in case of missing passengers earlier

• Staff can focus more on other tasks like excess hand luggage,

security…

• Reduced risk of delay and shorter gate occupancy time

• But challenges with requirements for ID-check

On Arrival - Bag Recovery

WorldTracer Kiosk

• Does for lost baggage what CUSS kiosks have done

for passenger check-in

• Use baggage claim agents to assist passengers with

complex issues

• Use kiosks to assist passengers with “simple” issues

• Improves passengers’ overall experience at the airport

• In special stress situation passengers do not have to

wait long time just to get to an agent

• Reduces the requirement for skilled staff

on duty

Thank You

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