WELCOME

2

Solving Today’s Baggage Issues and Preparing for the Future

Cees de Vos, Director Innovation, Air France KLM

Peter Drummond, Senior Product Manager, Baggage Portfolio, SITA

Brian Stapleton, Director Airlines, HomingPin

Andrew Price, Head of Airport Operations, IATA

Andrew Toumazi, Project Manager, Baggage Delivery Passenger, IATA

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IATA Baggage Services Workshop

Solving Baggage issues today and preparing for the future

© IATA 2014

Objectives of today’s workshop

1)InBag: Improving the passenger baggage experience, a deep dive into Home printed and electronic baggage tag presented by

2)Mobile Solutions, keeping bags moving presented by

3)Aviation IT, reducing mishandling and improving efficiency presented by

© IATA 2014

1) InBag: Improving the passenger baggage experience, a deep dive into Home printed and electronic baggage tags

© IATA 2014

Passenger Baggage Processing The Problem While self-service check-in is massively offered to passengers by airlines,

baggage check-in remains a difficult process. Passengers having checked-in via a self-service channel still have to stand in long queues only to drop their bag

The Solution Increasing significantly passengers through put at bag drop locations by

allowing passengers to print and apply their bag tags themselves and offer a dedicated touch point for baggage acceptance only

© IATA 2014

Passenger Baggage Processing

Airlines Airports and Ground

Handlers Passengers

Lower operational costs Better pic management On time departure Maximize self-service value proposition

Lower operational costs Maximize existing physical infrastructure Better pic management Retail revenue growth opportunity Reduction of congested area minimizing security threats

No queues at airport More control and better convenience More options Flexibility and combination of channels to complete both passenger and baggage check-in formality

© IATA 2014

Passenger Baggage tagging options Self Service Kiosk Home Printed (new) Electronic tag (new)

© IATA 2014

A closer look

© IATA 2014

Advances in Self-Service Printing at Home A low-cost option that allows a passenger to arrive at the airport with

their bag ready tagged. Just drop and go

Electronic Tagging An electronic baggage tag that the passenger can program using the

airline smart phone application – or the airline can control – that uses an electronic display to show the baggage journey information

© IATA 2014

Home Printed Tags An A4 sheet containing all relevant information for the

passenger journey Inserted into a holder Active / Inactive for additional

security No changes to airport

infrastructure needed

© IATA 2014

Implementing Home Printed tags Important and latest information There are some important notes for the home printed tag for use in the European Union: • You must ask the customs organization of the operation for permission • You must use an EU green striped tag in addition to the home printed tag

In addition, to aid customs officers • Your holders should be matte rather than glossy • Your tag body should be as close to the handle as possible

Operating into Europe from non-EU countries • There are no restrictions

For the latest developments Please contact fasttravel@iata.org for the latest Resolution, Recommended Practice developments and templates

and the latest development.

© IATA 2014

What makes an electronic tag?

© IATA 2014

Electronic Baggage Tag- Concept

© IATA 2014

But it might look quite different

© IATA 2014

Integrated Electronic Baggage Tag

© IATA 2014

Implementing Electronic tags Important and latest information • A subgroup is running to define a standard

• Many of the IATA strategic partners offer solutions

• KLM and BA are already trialing an Electronic Bag tag and Qantas have been using a form of Electronic bag tag for many years

• Alike with Home Printed you must check with the authorities before

implementing

• For a draft the proposed Resolution, please email fasttravel@iata.org

© IATA 2014

What’s new with these new self tagging methods?

No Bingo Reconciliation Stubs • The 3 small barcode stubs cannot be included • No more manual reconciliation, Scanning of bags must be introduced

No Baggage Claim Receipt Tag • No more paper claim • An electronic form needs to be introduced

© IATA 2014

The Electronic Baggage Claim Receip Resolution 752 • Introduces an electronic baggage claim receipt • Effective June 2014

Purpose Replaces the claim portion of the baggage tag by an electronic version: • E-Mail • SMS • Web site lookup All can be used instead of the current baggage claim receipt

© IATA 2014

Electronic receipt example

© IATA 2014

More useful implementation documentation

Supporting Projects and Materials Resolution 740 – Form of interline bag tag Resolution 751 – 10 Digit License Plate Resolution 752 – Electronic Baggage Receipt RP1701f – Self-Service Baggage Process Bags Ready to Go Implementation Guide CUSS (Common Use Self-Service) BCBP (Bar Coded Boarding Pass) RP1706c – CUSS Resolution 792 – BCBP CUSS Implementation Guide BCBP Implementation Guide

© IATA 2014

All the latest Information can be found in the Baggage Book

• Online Publication • Step by step review of the baggage chain processes • Lessons learned from IATA Baggage Improvement Program • The application of IATA baggage standards, resolutions and

Recommended practices • A guide to all the different types of baggage messages • A look to the future of baggage handling and how InBag is working with

the industry • Contributions from the baggage industry subject matter experts • Stay up-to-date and relevant with regular content updates

© IATA 2014

Special discount for IGHC available until 31st May 2014

• Visit iataonline.org/publications • Enter code: IGHC2014BB for $30 discount • IATA airlines are entitled to further 30% discount

and strategic partners a further 15%

© IATA 2014

For anything baggage, contact:

Baggage@iata.org

© IATA 2014

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Solving Today’s Baggage Issues and Preparing for the Future

Cees de Vos

Director Innovation, Air France KLM

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Solving Today’s Baggage Issues and Preparing for the Future

Peter Drummond

Senior Product Manager, Baggage Portfolio, SITA

SITA BAGGAGE SERVICES

IGHC April 2014

2

End to end baggage process

| SITA Baggage Services | Confidential | © SITA 2014

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| Presentation Title | Confidential | © SITA 2013

2014 BAGGAGE REPORT

Continued improvements come from initiatives such as:

Airlines implementing baggage management systems including DCS,

airport handling and reconciliation systems in

multiple locations

Airports implementing an increasing number of integrated baggage

tracking, management, reconciliation, and

distribution systems

Data driven integrated baggage management solutions Direct, track and trace

passenger baggage From check-in to final

delivery at destination

INTEGRATED BAGGAGE MANAGEMENT

31 31

| SITA Baggage Services | Confidential | © SITA 2014

2014 Breakdown

32 32

| SITA Baggage Services | Confidential | © SITA 2014

• Majority of bags are returned • Reason for loss is still due to Transfers

Improving operational performance

Our studies

• Transfer Bags • 15-20 mishandled bags per 1000 pax • ~60% improvement in performance possible

IST 2012

• Transfer bags • 48 mishandled bags per 1000 pax • ~60% improvement in performance possible

LHR 2013

• DEL BSM = mishandling rate = x 6.7 • No-BSM = mishandling rate = x 2.5

BSM issues

34 | SITA Baggage Services | Confidential | © SITA 2014

Transfer bags without a BSM (Baggage Source Message) can be a major problem, causing: • Manual bag encoding • Bags missing connections • Bags at ‘dump chutes’ • Increase in mishandling rates (2.5 times)

Up to 10% of transfer bags may arrive at a baggage handling systems without a transfer BSM • Baggage sortation system cannot direct the bags • Manual handling process is necessary • Bags may be delayed from reaching make-up area

TRANSFER BAG MESSAGING ISSUES

35 | SITA Baggage Services | Confidential | © SITA 2014

IMPORTANCE OF MESSAGES.

• Ensuring bags fly with passengers.

• Mishandled Bag

36 | SITA Baggage Services | Confidential | © SITA 2014

3) BSM L BSM TPseudo BSM XPseudo

Using message distribution to resolve

industry problems.

BagConnect

37 | SITA Baggage Services | Confidential | © SITA 2014

BAGGAGE RECOVERY Improvements

Baggage Recovery... WorldTracer 2200+ AIRPORTS globally

420 airlines and ground handlers

| SITA Baggage Services | Confidential | © SITA 2014 39

Mobilised baggage recovery with MH Bag • SITA is working with MAS to

iteratively develop and deploy a baggage application as a proof of concept

• The app allows Malaysia Air ground handlers at KLIA to better assist travelers with lost/delayed baggage

• Trial started Sep10 and will last 6 months

• 6 agents with iPad tablets and 6 Zebra iMZ320 printers

• About 30 - 50 WTR reports daily

| SITA Baggage Services | Confidential | © SITA 2014 40

SITA Lab & Worldtracer | Confidential | © SITA 2013 43 | SITA Baggage Services | Confidential | © SITA 2013 43

Reduce Costs

Less need for airport real estate

Connect over the internet

Improve Passenger experience

Faster processing

Process customer anywhere

Improve staff

efficiency

Reduce data entry

errors Zero

training

Benefits to Ground Handlers

| SITA Baggage Services | Confidential | © SITA 2014 55

MH -Processing time cut in half

3G Internet connectivity to WorldTracer | SITA Baggage Services | Confidential | © SITA 2014 56

Unique Identification Service UIS Tag is entered into WorldTracer On-Hand ID field Each ID is unique to UIS company SITA sends email to UIS company

57 | SITA Baggage Services | Confidential | © SITA 2014

UIS Company Global

Database

WORLDTRACER

TRACING

EMAIL OHD ID

Now on Advise if Hold report to assist matching.

Quicker Repatriation Better matching If Tag is lost

Improve Passenger experience

Passengers feel more secure

that their bag is found

Airlines notified by tag company.

Multiple companies

involved Uniquely

identified tags

Improves likelihood of

Ground handler entry.

Benefits to Industry

| SITA Baggage Services | Confidential | © SITA 2014 58

2014 Baggage Report

| SITA Baggage Services | Confidential | © SITA 2014 59

Questions?

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Solving Today’s Baggage Issues and Preparing for the Future

Brian Stapleton

Director Airlines, HomingPin

HomingPIN Unique Identifier Service (UIS) Workshop: Solving today’s baggage issues and preparing for the future

HomingPIN - Mishandled Baggage a big problem..

HomingPIN – Personally have you..?

HomingPIN – Did you end up with..??

HomingPIN – Ground Handling impacted

HomingPIN – Unique Identifier System

HomingPIN – WorldTracer Coordinators

HomingPIN Process Baggage Tracing officer identifies a

mishandled bag with HomingPIN baggage

loop

WorldTracer ID field in the OHD report is

updated with UIS number found on the

HomingPIN baggage loop

HomingPIN provides the airline or its Ground

Handler with the contact details of the owner

of the baggage and should match the details

of their passenger – all in 5 seconds

Once match is confirmed by WorldTracer then

Airline contacts their customer and baggage

continues on its journey or returned to

passenger

HomingPIN - Communications

Airlin

e Bran

ded

Messag

ing

HomingPIN – Personal Property Luggage tags and

stickers for all valuables with Unique code linked to owner’s mobile and email

When property found, owner receives a text message & email with details of where property is located and what to do next

Property returned by airline or courier

Global service for all valuables

Repatriation of property from anywhere to anywhere

Less than $1/£1/€1 per HomingPIN per year subscription

Tags can be co-branded

Website in 60 languages

Low/no cost texting globally

Automatic text from mobile country of origin

HomingPIN – A “Back Up Bag Tag”

It works now… HomingPIN provides Airlines and Ground Handling companies with: A “back up bag tag” No duplicate bag tag numbers No complicated IT projects No Capital investment required Matching within 5 seconds Immediate operational &

productivity / cost benefits for Airlines & Ground Handling companies worldwide

Customer service benefits B:B & B:C

Lost property also provided for

Illustration only

HomingPIN – UIS POSTER

HomingPIN – Contacts

Brian Stapleton Director Airlines E: brian.stapleton@homingpin.com O: +353 1 44 33 746 M: +353 87 356 8333 Skype: Homingpinbrian

Thank you for considering HomingPIN

We would welcome the opportunity to workshop with you and your team to: ◦ Identify areas of mutual benefit

◦ Take on board any suggestions you may have on how HomingPIN can support your customer service delivery and customer service recovery strategies

◦ Respond any questions you may have on implementing HomingPIN

We are available to meet with you in your offices in the coming weeks

Please feel free to contact HomingPIN

Andrew Hopwood Managing Director E: andrew.hopwood@homingpin.com O: +44 20 3478 6001 M: +44 7432 675377

Maxwell Behan Baggage Systems E: max.behan@homingpin.com M: +44 7789 147549

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Networking Break 15:30 – 15:45

WELCOME

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Identifying Your Safety Risks

Nancy Rockbrune

Massimo Cicetti

Gerry McGill

Workshop Purpose Provide practical tools and guidance to develop Safety

Risk Assessments allowing you to actively manage your safety risks

Agenda Understanding Hazards and Risks Identifying Risk Measuring Risk Developing a Safety Risk Assessment (SRA) Common Risk

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Understanding Hazards and Risks

81

HAZARD RISK

Definitions

RISK risk noun \ˈrisk\ : the possibility that something bad or unpleasant (such as an injury or a loss) will happen

HAZARD haz·ard noun \ˈha-zərd\ : a source of danger

Definitions Hazard ~ Condition or object with the potential of causing injuries to personnel, damage to equipment or structures, loss of material, or reduction of ability to perform a prescribed function ICAO Risk ~ The assessment, expressed in terms

of predicted degree of probability and severity, of the consequence(s) of a hazard, taking as reference the worst foreseeable situation ICAO

Definitions

Risk Mitigation ~ The process of incorporating defenses or preventive controls to lower the severity and / or likelihood of a hazard’s projected consequence ICAO SMM

Safety Risk ~ The projected likelihood and severity of the consequences or outcomes of a hazard ICAO SMM

Risk Assessment ~ The identification, evaluation, and estimation of the level of risk INDUSTRY

85

Identifying Risk

Identifying Risk Safety reporting of hazards and occurrences Identify risks Assess risks

Safety Reporting Policy

87

Hazard Identification Program Data Collection

Data Analysis

88

Hazard Identification Program

Oxford Dictionary Definition WISE • having or showing experience, knowledge, and good judgment • sensible or prudent • having knowledge in a specified subject • (wise to) informal aware of, especially so as to know how to act

91

Measuring Risk

Measuring Risk “You can’t manage what you don’t measure” How do you measure risk? Establish a risk rating (weight)

ICAO Risk Model

How it works Identify risks Assign probability and severity to each risk Calculate risk rating by combining the two

Risk Probability Assess the likelihood that the consequences of hazards

will occur during organizational activities Questions that can help determine likelihood

Happened previously? Similar equipment? Regular process? How many people following or impacted by process?

Probability Likelihood Meaning Value Frequent Likely to occur many times

(has occurred frequently) 5

Occasional Likely to occur sometimes (has occurred infrequently)

4

Remote Unlikely to occur, but possible (has occurred rarely)

3

Improbable Very unlikely to occur (not known to have occurred)

2

Extremely Improbable Almost inconceivable that the event will occur

1

ICAO SMM

Risk Severity Assess the severity of the potential consequence(s) to

the identified hazard The extent of harm that may be reasonable to expect All possible consequences related to the hazard taking

into account the worst case scenario Can be assessed on a number of consequences

Injuries / fatalities (internal / external) Damage to asset (aircraft / equipment / facility)

Severity

ICAO SMM

Risk Rating Probability and Severity combined to calculate the risk

rating or score

ICAO SMM

Decisions Required

Managing Risk Managing safety is really about managing safety risk How do you manage risk?

Avoid Transfer Mitigate Accept

Next step of the Process Identify risks Assign probability and severity to each risk Calculate risk rating by combining the two

Next step of the Process Identify risks Assign probability and severity to each risk Calculate risk rating by combining the two Use risk matrix to determine actions required

Risk Tolerance

ICAO SMM

Risk Tolerance Suggested

Criteria Assessment Risk Index

Suggested Criteria

5A, 5B, 5C 4A, 4B, 3A

Unacceptable under existing circumstances

5D, 5E 4C, 4D, 4E 3B, 3C, 3D 2A, 2B, 2C 1A

Acceptable based on Risk mitigation May require management decision

3E 2D, 2E 1B, 1C, 1D, 1E

Acceptable

ICAO SMM

Intolerable The risk of the hazard consequence is unacceptable Action is required

Avoid ‒ cease the activity

Transfer ‒ outsource activity to other organization ‒ obtain insurance coverage

Mitigate ‒ take measures to reduce exposure of risk (likelihood) ‒ take measures to reduce the severity of the hazard consequence

Tolerable The risk of the hazard consequence is tolerable Existing controls are in place and effective Continuous monitoring is required Organization may wish to take measures to reduce

exposure of risk (likelihood) and / or severity to bring the risk rating to acceptable (green)

Acceptable The risk of the hazard consequence is acceptable Risk exposure in negligible Continuous monitoring is required

In Summary Risk tolerance unique to each Organization Risk assessments must be conducted with that in mind Must be consistently applied

Definitions that reflect common risk thresholds critical Not easy Reproducibility Repeatability

Must assess change for its potential to introduce risk

Meaning? A process that defines how the organization:

Identifies risks to the achievement of the business goals & objectives

Measures the significance of each identified risk Determines the most appropriate business response to each risk Facilitates the implementation of the appropriate response Evaluates and reports on how well the chosen responses are

carried out

Risk Management Process Identify real and potential risks Analyze and prioritize Develop appropriate response and/or controls to

threshold risks including costs and triggers Transfer Avoid Mitigate Accept

Ongoing monitoring Continuous improvement (refine, expand, etc.)

Managing Risk “Through information (wisdom) gained try to:

Prevent bad things from happening Minimize the effect if something bad does happen

Must actively seek out risk and manage it accordingly

Risk Management Process

Safety Risk Assessment and Mitigation Purpose of SMS Dependent on data / information Proactive identification of risks Develop mitigations as necessary

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116

Developing an SRA

Scenario #1 Pets in Cabin

Airline has a policy allowing small pets in passenger cabin Introduced 2 years ago due to passenger complaints Major competitors allow pets in cabin No regulation preventing it Airline has been getting many complaints from passengers

advising they have pet allergies As a result COO has requested Corporate Safety to conduct a

review of the policy

Research Yes No Domestic

A Service animals onlyB Service animals onlyC Some restrictions applyD E F Not on International flights

InternationalG H I J Service animals onlyK Service animals onlyL M N

Identify Team Corporate Safety Cabin Services Flight Operations Ground Services

Check-In Ramp

Customer Service Medical Services Legal

Pros Appease passengers wishing to travel with their small

pets Easy change to action

Policy amendment Communication

Could be a revenue stream Stay competitive

Cons Could negatively impact crew with allergies Could upset passengers with pet allergies Potential noise Potential smell

Identified Risks Severe allergic reaction by crew Severe allergic reaction by passenger(s) Pet escape carrier Noise from pet Smell from pet

Evaluate Risks RISKS Operator Risk Model ICAO Risk Model

Severe Allergic Reaction ~ Crew

D / 2 Unlikely / Low

2C Improbable / Major

Severe Allergic Reaction ~ Passenger

D / 2 Unlikely / Low

2C Improbable / Major

Pet escape from carrier D / 2 Unlikely / Low

3C Remote / Major

Noise from pet C / 8 Occasional / Medium

4D Occasional / Minor

Smell from pet D / 2 Occasional / Low

4D Occasional / Minor

Decision Policy poses no safety risk Controls:

Policy that pets are to remain in carrier for duration of flight Carrier must be stowed under seat in front of passenger

Scenario #2 Request from COO to conduct an SRA on removing the

arrival walk-around to improve OTP

Research Regulation for qualified Flight Operations or

Maintenance personnel to conduct walk-around checks Operator requires Lead Station Attendant to conduct an

arrival walk-around on each flight If damage detected contact Maintenance (structural

assessment) Redundant action

Team Corporate Safety

Pros / Cons

Identified Risks

Risk Matrix ~ Probability Likelihood Meaning Value Frequent Likely to occur many times

(has occurred frequently) 5

Occasional Likely to occur sometimes (has occurred infrequently)

4

Remote Unlikely to occur, but possible (has occurred rarely)

3

Improbable Very unlikely to occur (not known to have occurred)

2

Extremely Improbable Almost inconceivable that the event will occur

1

ICAO SMM

Risk Matrix ~ Severity

ICAO SMM

Risk Tolerance Suggested

Criteria Assessment Risk Index

Suggested Criteria

5A, 5B, 5C 4A, 4B, 3A

Unacceptable under existing circumstances

5D, 5E 4C, 4D, 4E 3B, 3C, 3D 2A, 2B, 2C 1A

Acceptable based on Risk mitigation May require management decision

3E 2D, 2E 1B, 1C, 1D, 1E

Acceptable

ICAO SMM

Decision?

Other Risk Triggers Data ???

135

Common Risk… Behaviour

Risky Behaviour

Worst One……

149

Culture Change Managing safety risk requires a culture change in an

organization Does not happen overnight Must be deliberate and consistent Requires Senior Management buy-in People will change ~ up to organization to

provide the environment and motivation

151

Peer Pressure Just need to focus on a few If you can get a few people to

embrace the change, others will follow Will gain momentum as more and more live

the new value

152

Decision Making Don’t “Reinvent the Wheel” Consider what is in place today and leverage

as / if appropriate

153

Keep it Simple Can get caught up in all of

the data and information gathered

Need to focus on the problems not the solution

154

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Thank you

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Gala Networking Reception 19:00 – 22:00

Location: The Grand Ballroom, Emerald Section