rethinking airports for future connected travelers
DESCRIPTION
The future role of airports – the meeting grounds for airlines and travelers – is driven by unprecedented social and technological change.Expect new levels and diversity of service, personalized travller experiences, universal availability of mobile connectivity and many changes in the airport as a merchandising environment.In this webinar presented by Tnooz and Amadeus, we examine technology shaping the needs and expectations of airport visitors.How will airline and airport operators engage with customers?What strategies and business models enable airlines and airports to seize new opportunities for managing the total trip experience?Our expert panel includes:* Brian Beard, Amadeus, executive technology consultant* Glenn Gruber, Ness Technologies, AVP travel technologies* Patricia Simillon, Amadeus, head of airlines operations strategyTRANSCRIPT
Rethinking airports for future connected travelers
A Tnooz-Amadeus webinarJune 12, 2012
Kevin MayTnoozEditor & Moderator
Gene QuinnTnoozCEO & Producer
Glenn GruberNess TechnologiesAVP
Panelists
Patricia SimillonAmadeusAirlines OperationsStrategy
Brian BeardAmadeusExecutive, TravelTechnology
Poll no. 1
Poll no. 2
©2009 Ness Technologies
The Impact of Mobile on the Next Generation Airport Experience
Glenn Gruber, AVP
www.ness.com
Location-driven
Transactional
Social
Sensors
Still a phone
Blends Physical & Digital
Mobile is….
7
www.ness.com
The New Travel Experience
Source: BCD Travel graphic
www.ness.com
Common
Schedules
Check-in/Self Service
Itinerary Management
Last Minute Booking
SMS Alerts
Trending
Ancillary Services
Seat Assignment
Push notification
Airport Merchandising
Tomorrow
Advanced Disruption Management
Mobile Payments
Mobile Travel Trends
www.ness.com
Airports as a Destination, Not Just a Point of Departure
Entertainment Fine Dining
Shoppinghttp://www.flickr.com/photos/tedmurphy/3007971767/]JetBlue Terminal 5 JFK /by http://www.flickr.com/people/tedmurphy/]tedmurphy on Flickr
www.ness.com
BoardingWaitingSecurityCheck InArrival
The Airport Journey
www.ness.com
Geo-fencing for Alerts and Offers
Running late, automatically re-book on next available flight
Offer upgrades, priority boarding
Gate changes
Travel Partner Marketing (add
hotels, car)
www.ness.com
Priority Check in and Screening
Early Boarding
Premium Seating
Club Access
Pre-purchase of Meals
Mobile Enabling Spur of the Moment Ancillary Sales
www.ness.com
Please Make Security Faster & Easier
www.ness.com
Navigating the Airport: Gate Guru
www.ness.com
Navigating the Airport: OTG Management
www.ness.com
Check in
Promotions/Contests
Enroll Frequent Travelers
Purchase
Launch web page
Call Customer Service
QR Codes
www.ness.com
Mobile Boarding Pass
www.ness.com
iPads in the Cockpit
www.ness.com
Just Remember to Turn the Phone off
www.ness.com
The Travel Industry’s Sasquatch
Source: Patently Apple
Poll no. 3
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Airport Technology
Emerging technologies and the Airport experience
Brian Beard, Executive, Travel Technology & Consulting, AmadeusPatricia Simillon, Airlines Operations Strategy, Amadeus
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Airports – The start of the real time Information flow
Contacts
Security
Co- workers
Expenses
Book Early
The traveller experience will be enhanced by emerging technologies
Mobile devices will enable greater information sharing
For many trips the true starting point is when you reach the airport.
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Real time Connectivity
GPS Guides Augmented reality Location based opportunities Voice Interface Gamification Real time Notifications
As it relates to information, your Mobile device will evolve from a user initiated search and retrieve tool, to a more automated interpret and push tool.
62%Use my mobile phone to check in and
navigate me through all touchpoints e.g. boarding gates
51%Use Location based services while
traveling
NUMBERS
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My airport experience by 2020
Dear Mrs. Simillon, your designated parking is at A27.
Mrs. Simillon recognized
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Stress Level at Airports
More informed travelers m-Health Reduced uncertainty Better security flow Improved scanning
We will see greater emphasis on technologies that lower levels of stress in transit, driven by the rise of the overall well-being agenda and an increase in the number of
older travelers
72%Length of time required to complete
core activities from Check-in to boarding
45%Intrusive security proceduresNUMBERS
62%Speed of baggage delivery
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Ultra High Speed Mobile Broadband
Mobile broadband information transfer speeds will continue to improve for the next 20 years. Tasks that take minutes or hours today will be performed in seconds
Headlines Ericsson: 85 percent of the world's population
covered by high-speed mobile internet in 2017
Cisco: There will be about 3.7 Billion mobile users in 2016
Sys-con media: Currently, average mobile download speeds exceed 14 Megabytes per second (Mbps) and are expected to approach 20 Mbps by the end 2012.
NUMBERS
85%Timely information provision on
delays, cancellations
77%Free and reliable WiFi throughout the
facility
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Data Privacy – When to share
The value gained by sharing information and letting systems know
where you are will override privacy concerns
I will give you
my data, but I
want more
control. Transparency User control User filtering Global standards Duty of care
Numbers65%
Control access to their personal data
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Conclusions
Drivers for change Competition Revenue Technology Customer demand
Detractors from change Politics Investment Time Data Privacy
The airport experience will change, technology will be a key driver, Mobile connectivity will get faster, devices will get smarter.
UNKNOWNS
Economic FactorsCorporate Collaboration
Emerging MarketsNew legislation
Social trends
Mapping strategic direction for the next 20 years
40% 20%
16% 16%
The conceptual model
64% 48%
The infrastructure model
72%
Revenue generating model
Customer engagement model
Financing model Service delivery model
41%
The Conceptual model
A mini-city, separate from its local surroundings
An extension of the local city
A shopping mall with runways
40% 20%
16% 16%A walkway to pass through security
believe in the growth of non-Aeronautical revenues72%
The Revenue generating model, passengers…
Customer engagement model
want to define the extent of the engagement each entity can have with me
67%
Virtual worlds
3D printer
Vertical farming
Touchable Hologram
Airlines
Airports
New partners
Collaborative airport ecosystem
Ground handlers
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Brighter, Bolder, Betterwith Amadeus
Q&A
Thank You!Send your questions and comments to [email protected]
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