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THE PASSENGER
EXPERIENCE AT EVERY
STEP OF THE JOURNEY
Pulling it all together : Integrating technology throughout the passenger process
Adrian Ching
PULLING IT ALL TOGETHER
| Pulling It All Together | Confidential | © SITA 20182
• The technology components to “pull it all together” for the passenger are
essentially developed (and in use today), but working “stand alone”.
• The key challenge is business change – as an industry, how do we engage
the multiple stakeholders to work together to link the technology islands.
• At the core is the need for standards, in particular passenger biometric data
that can be captured and shared with integrity amongst key stakeholders -
airports, airlines, governments, ground handlers.
STANDARDS ARE A PART OF OUR HISTORY
IATA standards have been at the core of business
improvement for many years, for example
• Teletype messages
• Flight booking status
• Through check-in between airlines using EDIFACT
The industry now needs to agree standards
to share passenger biometric data
| Pulling It All Together | Confidential | © SITA 20183
The airline industry has a long history of agreeing and working to
standards. It is of note that SITA was established over 60 years ago to
enable sharing of data via agreed protocols and standards
GOVERNMENTS ARE KEY
• Governments are the most reliable source of capturing and validating passenger biometrics, however understandably their key concern is data protection and privacy.
• Successful trials today around the world with airlines and airports capturing biometric data to speed processes such as self bag drop and boarding, however if this was linked in with governments, processes such as immigration and security could be enhanced.
• Ultimately, the regular check of documents experienced today can be replaced with the seamless capturing of each passenger’s biometric (such as facial recognition)
| Pulling It All Together | Confidential | © SITA 20184
• Seeks to introduce a collaborative identity management solution that can be
used from flight booking all the way through to arrival processing
• IMP – Identity Management Platform envisioned
• “Privacy by design”
• Data envelope for passenger identity data
• Trust framework – a legally enforceable set of specifications, rules and
agreements for specific types of transactions
• Will enable end-to-end process improvements (for example could combine
security and outbound immigration)
| Pulling It All Together | Confidential | © SITA 20185
THE JOURNEY HAVE STARTED…
EXAMPLES
SIN T4 – Facial recognition at
all departure control points
BNE - Aircraft boarding using
facial recognition
JHB - Aircraft boarding using facial
recognition
Delta Sky Club - Finger print
recognition for lounge entry
BOS – Facial recognition boarding
integration with US CBP checks
MCO - Aircraft boarding using
facial recognition
| Pulling It All Together | Confidential | © SITA 20186
AN ENTIRE JOURNEY APPROACH
A secure single travel token is
used throughout the journey to
validate passenger identity and
confirm entitlement.
On The Way, Not In The Way
1 0 1 0
0 1 0 1
1 0 1 0
0 1 0 1
SINGLE TOKEN
| Pulling It All Together | Confidential | © SITA 20187
PULLING IT ALL TOGETHER - SITA KNOW-HOW
SITA SMART PATH™ LEVERAGING OUR PASSENGER PROCESSING, IDENTITY
MANAGEMENT CAPABILITIES AND APPLYING THEM TO THE WHOLE PASSENGER JOURNEY.
Check-in
kiosks
5,500 at 160 airports
Check-in
desks
35,000 at 400+ airports
Self-service
bag drops
225 at 31 airports
Security access
control gates
70 at 11 airports
Border control
access gates
50 at 5 airports
Aircraft
self-boarding gates
1,040 at 18 airports
SITA BioThenticateBiometric and passenger record
management
40 airports and seaports
SITA iBordersRisk assessment & passenger centric
identity management
20 Governments
| Pulling It All Together | Confidential | © SITA 20188
SMART PATH™ - FAST & SIMPLE ENROLMENT
Boarding pass data, identity
document data and biometric details
are captured wherever a passenger
first touches the airport.
3
2
1
| Pulling It All Together | Confidential | © SITA 20189
Single token updated
with bag tag information
for reconciliation later
during the journey.
Boarding pass and
identity verification to
control access to the
Restricted Zone.
Single travel token used
to verify the passenger
and confirm immigration
status.
Final verification touch
point with biometric exit
record shared with
Government as required.
SMART PATH™ - VERIFICATION AT MULTIPLE TOUCHPOINTS
BORDER CONTROLCUSS/CUTE CHECK-IN AIRCRAFT SELF-BOARDINGSECURITYRESTRICTED ZONECUTE/SELF-BAG DROP
| Pulling It All Together | Confidential | © SITA 201810
WHAT’S NEXT - SMART PATH™ MOBILE
CREATING A SINGLE TRAVEL TOKEN BEFORE ARRIVING AT THE AIRPORT USING OWN
MOBILE PHONE
| Pulling It All Together | Confidential | © SITA 201811
WHAT ABOUT BAGS - SMART BAG TAGS
PAPER BAG TAGS ARE ALSO DESTINED TO BE A THING OF THE PAST, ENABLING PAX TO
PROCEED DIRECT TO SELF BAG DROP
| Pulling It All Together | Confidential | © SITA 201812
EXAMPLES
| Pulling It All Together | Confidential | © SITA 201813
BRISBANE
CAPTURE TRAVEL DOCUMENT AND BIOMETRIC DATA FROM PASSENGERS AT CHECK-IN AND
VERIFY PASSENGER IDENTITY AT SUBSEQUENT STAGES OF THE JOURNEY.
Airline systems
Flight validation
Airline systems
Flight validation
| Pulling It All Together | Confidential | © SITA 201814
DOHA
CAPTURE TRAVEL DOCUMENT AND BIOMETRIC DATA FROM ALL PASSENGERS AT AIRCRAFT
BOARDING AND CONDUCT REAL-TIME RISK ASSESSMENT WITH GOVERNMENT.
Government systemsReal-time risk assessment and
passenger insight
Airline systemsFlight validation
SmartPathBiometric passenger
record processing
| Pulling It All Together | Confidential | © SITA 201815
BOSTON LOGAN AIRPORT
BIOMETRIC ONLY BOARDING RELYING ON EXISTING CUSTOMS AND
BORDER PROTECTION HELD BIOMETRIC DATA & GOVERNMENT
PROVIDED MATCHING SERVICES
Airline DCS
Arrivals DB
Passport DB
Visa DB
APIS Data
Filter
Data
Flight ‘Portrait’ Gallery &
Matching Service
CBPAirline Check-in
SITA CUTE &
SmartPath
| Pulling It All Together | Confidential | © SITA 201816
IN SUMMARY
• The technology components to “pull it altogether” for the passenger are essentially developed (and in use today), but working “stand alone”.
• The key challenge is business change – as an industry, how do we engage the multiple stakeholders to work together to link the technology islands.
• At the core is the need for standards, in particular passenger biometric data that can be captured and shared with integrity amongst key stakeholders -airports, airlines, governments, ground handlers.
SITA Smart Path™ - Leveraging our passenger processing, identity management capabilities and applying them to the whole passenger journey
| Pulling It All Together | Confidential | © SITA 201817