september 2013 a4a passenger services patty edwards, managing director, passenger services
TRANSCRIPT
September 2013
A4APassenger Services
Patty Edwards, Managing Director, Passenger Services
September 2013
Airlines for AmericaAbout A4A
Airlines for America (A4A), formerly known as Air Transport Association of America, Inc. (ATA), was the first and remains the only trade association of the principal U.S. airlines.
• Founded by a group of 14 airlines in Chicago in 1936 • Played a key role in all of the major government decisions regarding aviation since its founding,
including: o the creation of the Civil Aeronautics Boardo the creation of the air traffic control systemo airline deregulationo dealing with the aftermath of the September 11 attack on America.
A4A is also the foundation of the campaign for a National Airline Policy and frequently interacts with legislators and regulatory agencies. As the leading U.S. airline industry voice of reason, A4A represents more than 90% of all passenger and cargo traffic in the United States.
The departments within A4A work closely with representatives from member airlines to ensure that policies and standards are developed with their best interests in mind while enhancing aviation safety, security and the customer experience. The most extensive work is done through an array of Councils and Committees, each specifically dedicated to an area of the industry including fuel, airports, engineering, the environment, training, security, ground safety and passenger services. These Councils and Committees are led by many of the 78 A4A employees with a vast history of airline and industry experience.
September 2013
Airlines for AmericaMission
A4A vigorously advocates for America’s airlines as models of safety, customer service and environmental responsibility; and as the indispensable network that drives our nation’s economy and global competitiveness.
September 2013
Airlines for AmericaNational Airline Policy
A4A’s National Airline Policy
The mission of the National Airline Policy campaign is to educate and encourage passengers, airline employees, communities, businesses and shippers, and investors to urge the federal government to support a comprehensive policy which enables the industry to increase air service across the nation.
September 2013
Airlines for AmericaNational Airline Policy
The 5 pillars of the National Airline Policy are:
• Reduce taxesReducing the taxes and fees paid on airline tickets will make sure prices remain affordable for consumers and businesses.
• Reform regulatory burdenEliminating inefficient and costly rules that do not impact safety or the customer experience will help reduce flight cancellations and shorten flights and security lines.
• Modernize air traffic systemA modernized air traffic control system will transform our air travel experience. Implementing the most cost – beneficial parts of the system will save frequent fliers and businesses billions of dollars and reduce delays and congestion while improving environmental performance.
• Compete globallyForeign governments are investing significantly in their airlines, allowing them to acquire new aircraft and expand deeper in to the United States. If this trend continues, domestic air service – particularly to smaller and rural communities – will suffer the most, unless U.S. airlines are able to compete more effectively.
• Stabilize energy prices Stabilizing energy prices and curbing excessive oil speculation will reduce economic uncertainty for airlines, businesses and the traveling public, and will help spur investments in alternative fuels.
September 2013
Airlines for AmericaMembers
Airline Members (11)
Alaska Airlines, Inc. (AS) Hawaiian Airlines (HA)
American Airlines, Inc. (AA) JetBlue Airways Corp. (B6)
Southwest Airlines Co. (WN) United Airlines, Inc. (UA)
Delta Air Lines, Inc. (DL) US Airways (US)
Atlas Air, Inc. (5Y) UPS Airlines (5X)Federal Express Corporation (FX)
Associate Airline Members (1)
Air Canada (AC)
September 2013
Airlines for AmericaNicholas ‘Nick’ Calio, President and CEO
Nicholas E. Calio joined A4A in 2011, bringing with him an expansive history of global government and legislative affairs work for both corporate and government entities. Calio has served under multiple U.S. Presidents as the principal liaison to Congress, working closely with the leadership and members of the U.S. Senate and House of Representatives. He also has the primary responsibility of formulating and implementing White House strategy on all legislative issues.
Calio is widely known as a fair, nonpartisan representative of airline industry interests and serves as the voice that stands out and stands up for the continued conservation and growth of the airline industry.
September 2013
Airlines for AmericaChair and Vice Chair, A4A Board of Directors
Jeffrey A. Smisek United Continental Holdings, Inc.
Chairman of the Board, President and CEO, Vice Chairman, A4A Board of Directors
Gary C. KellySouthwest Airlines Co.
Chairman of the Board, President and CEO Chairman, A4A Board of Directors
September 2013
Airlines for AmericaA4A Council/Committee Structure
President and CEO
Safety, Security and Operations Global Government
Affairs
Legislative & Regulatory Policy
Office of Communications
Office of General Counsel
Business Services
Safety Council Security Council Airport Affairs Council Government
Affairs CouncilEnvironment
CouncilCommunications
Council Law Council e-Business
ProgramFlight Safety Committee
Ground Safety Committee
ATC Council
Airline Operations Committee
Operations Council
Cabin Ops Committee
Training Committee
Engineering Maintenance & Materiel Council
Airworthiness Committee
Passenger Council
Ticketing Committee
Baggage Committee
Reservations Committee
Cargo Council
Passenger Facilitation
Council
A4A Division A4A Council A4A Committee
State/Local Affairs Committee
International Affairs Committee
International Noise &
Emissions Committee
Energy Council
Fuel Technical Committee
Tax Committee
Litigation Committee
Insurance Committee
Credit Committee
Ethics & Corporate
Compliance Committee
Labor and Employment
Council
September 2013
Airlines for AmericaA4A Councils and Committees
Passenger Services
Passenger Services Council
Mission/Charter: The A4A Passenger Council establishes policy on all matters pertaining to passenger services and develops industry standards where industry action is required in the overall public interest and the interest of A4A Members. At the direction of the A4A Board of Directors, the President of A4A, and the A4A Members, the Council coordinates the programs and provides liaison with the International Air TransportAssociation’s committees, groups and organizations within and outside the airline industry to address and ensure worldwide standards and practices.
The Council directly supervises the activities of 3 committees: the Baggage Committee, the Reservations Committee and the Ticketing Committee. Various working groups and task forces report to these committeesunder the Council.
September 2013
Airlines for AmericaA4A Councils and Committees
Passenger Services
The functions performed by Passenger Services enable the A4A Member carriers to embrace, on a worldwide
basis, the commercial activities relative to:• Reservations – inclusive of passenger booking standards, technical specifications, new development,
standards improvements, agency relationships, and regulatory requirements• Ticketing – inclusive of passenger ticketing standards such as forms of payment and credit card
regulations, processing of payment and proration, related regulatory requirements, and forward thinking advancements such as Electronic Miscellaneous Documents (EMD)
• Baggage – inclusive of passenger baggage standards such as bag tag requirements (i.e., sizing, numeration, printing specifications), baggage claims and proration, transmission of baggage messaging, baggage handling and transferring, and related regulatory requirements (i.e., DOT 399)
• Self-Service – inclusive of all passenger activities conducted at Self Service Devices (SSD) and also sometimes Common Use Devices (CUD) related to passenger check-in, baggage tagging, verification of travel documents, and re-booking services
• Administrative aspects, forms, procedures, schedules, publication formats, and automation standards. These efforts facilitate the efficient exchange of traffic between airlines, enabling the member airlines to form a single commercial network. For the public, Passenger Services enables a passenger airline ticket to provide interline airline transportation throughout the world despite geographical barriers and national boundaries and despite linguistic, monetary, legal, economic and other differences.
September 2013
Airlines for AmericaA4A/IATA Passenger Services Flowchart
Passenger Governance – Passenger Services Conference (PSC)
Travel Partners Standards Council
(TPSC) Mike Muller
Passenger and Airport Data Interchange
Standards Board (PADIS) Marie Zitkova
Reservations Committee (RESCOM)Alban Sato
Schedules Information Standards Committee
(SISC) Isabella Ioannoni
Ticketing Committee (TKTcom)
David McEwen
PADIS EDIFACT Reservations Working
Group (RES)
PADIS EDIFACT Airports Working Group (APTS)
PADIS EDIFACT Technical Assessment
Group (TAG)
Data Dictionary and Schema Coordination Committee (DDSCC)
Ticketing Working Group (TKTWG) David McEwen
Reservations Work Group (RESWG)
Alban Sato
BSP Data Interchange Specifications Group
(BDISG)Isabella Ioannoni
Common Use Working Group (CUWG) Magali Collot
Fast Travel Working Group (FTWG)
Stephan Copart
Passenger Facilitation Working Group (PFWG)
Lisa Angiolelli
Passenger Experience Management Group
(PEMG)Paul Behan
Airport Services Committee (ASC)
Andrew Price
DCS Message Working Group (DCSMWG)
Alban Sato
Baggage Working Group (BWG)Andrew Price
Permanent groups
Non permanent group12 months subject to renewal
PSC Steering Group Mike Muller
Data Interchange
Specifications Handbook (DISH)
Work GroupIsabella Ioannoni
Aviation Information Data Exchange (AIDX) Working Group
Definitions
Passenger Services Conference (PSC)
Mike Muller
PNRGOV Working Group
Checkpoint of the FutureGuido Peetermans
Passenger Distribution Group (PDG) Eric Leopold
Baggage Steering Group (BSG) Andrew Price
Expert Advisory Task Force on Messaging Standards (EATF)
Marie Zitkova
Coding Working Group (CODEWG)Mike Muller
Communications Standards Coordination
Committee (CSCC)
September 2013
Airlines for AmericaA4A/IATA Joint Passenger Services Conference October 31 – November 1 2013
Ticketing Proposals• Amendments to Form Code Allocations• Amendments to the procedures for the VOID of exchange transactions• Amendments to the procedures for exchange/reissue transactions for EMD and ET
Reservations Proposals • Addition of Customer phone number and email to the PNR to enable the ability to contact the customer in the event of an irregular operation.• There are 2 types of government assigned numbers for customers which are added into the PNR,
which needed to be clearly differentiated:o Known Traveler ID is the number the passenger adds to the PNR, such as the Global Entry
number, to enable eligibility for TSA’s pre-check program when passing through security.o Redress Number is the number a passenger is assigned when the passenger has the same
name as someone on the TSA Watch List. This number overrides the secondary screening designator that would normally be assigned to that passenger.
September 2013
Airlines for AmericaPassenger Movement14 Step End-to-End Process
Passenger Experience Management Group (PEMG)
Airlines for AmericaPrimary Regulatory Issues in Passenger Services as of September 2013
DOT Passenger Protection Rules Phase 3 (PPR3)
PPR3, which first appeared as a NPRM in 2008, is currently slated for publication Fall 2013. While the provisions included in the final proposal are unknown until publication, the regulatory calendar included the following topics which would affect the travel industry:• Marketing carrier provision of assistance to its code-share partner when a flight operated by the code-share partner
experiences a lengthy tarmac delay• Disclosure requirements on code-share operations, including requiring on-time performance data, reporting of certain data
code-share operations, and codifying the statutory amendment of 49 U.S.C. 41712(c) regarding website schedule disclosure of code-share operations
• Expansion of the on-time performance "reporting carrier" pool to include smaller carriers• Requirement for ticket agents to disclose the carriers whose tickets they sell or do not sell and information regarding any
incentive payments they receive in connection with the sale of air transportation• Whether the Department should require travel agents to adopt minimum customer service standards in relation to the sale of
air transportation;• Whether the Department should require ticket agents to disclose any preferential display of individual fares or carriers in the
ticket agent´s internet displays;• Requirement of additional or special disclosures regarding certain substantial fees, e.g., oversize or overweight baggage
fees• Prohibition of post-purchase price increase for all services and products not purchased with the ticket or whether it is
sufficient to prohibit post-purchase prices increases for baggage charges that traditionally have been included in the ticket price
• Requirement that ancillary fees be displayed through all sale channels
September 2013
Airlines for AmericaPrimary Regulatory Issues in Passenger Services (cont.)as of September 2013
FAA 49 CFR §175.25 Hazmat Notification
The industry successfully obtained an extension until January 2015 to fully comply with the requirements put forth in 49 CFR §175.25. Representatives from the Council of Safe Transportation of Hazardous Articles (COSTHA), the Pipeline and Hazardous Materials Safety Administration (PHMSA), A4A, IATA, the FAA and additional industry groups are involved in the ongoing development of a FAA Advisory Circular (AC) which will describe the Hazardous Materials Notification requirements and define how air carriers and passengers should comply with 49 CFR §175.25 . The anticipated publication date of the AC is Nov. 2013.
Canadian Transport Authority (CTA) Interline Baggage Rules
The CTA notified the industry Spring 2013 of their intent to publish an official position on the application of interline and codeshare baggage rules for all travel to/from/within Canada. A workshop was held in March 2013 to allow the opportunity for industry representatives to comment and/or make suggestions to the CTA prior to their decision. A4A gave a presentation at the workshop describing the impact of DOT 399.87(c) on airline and supplier operations and systems. Attendees at the workshop were overwhelmingly supportive of CTA alignment with the existing DOT regulation in order to provide consistency for all North American operations and to alleviate unnecessary redundant technical development. The CTA has advised that their final decision will be published Fall 2013.
September 2013
Airlines for AmericaPrimary Regulatory Issues in Passenger Services (cont.)as of September 2013
TSA/Bar Coded Boarding Pass and Network Solution
Airlines and industry representatives have been cooperating with TSA to develop a real-time identification verification network that will be implemented at security checkpoints. While the initial intent of the Network Solution was to replace proposed TSA regulation which would have limited future enhancements, the project will serve to meet TSA requirements while also providing the opportunity for potential expansion with other government entities and a higher level of security with an immediate return of the latest security status for each passenger passing through the checkpoint. Airline representatives and the TSA meet on a regular basis, as the project is ongoing. An initial pilot is currently slated for implementation by the end of 2013 and will include all TSA Pre-Check carriers.
DOT Mishandled Baggage Rate (MBR) and Mishandled Assistive Device Reporting Rules
Revisions to the DOT MBR and mishandled assistive device reporting rules first appeared as a NPRM in 2011 and are currently slated for publication December 2013, yet are still pending internal DOT approval. While the provisions included in the final proposal are unknown until publication, if published as originally proposed, the revised rule would implement the following changes:• Collection of more detailed revenue information regarding airline imposed fees from those air carriers meeting the definition
of "large certificated air carriers“• Computation changes for mishandled baggage rates from mishandled baggage reports per domestic enplanement to
mishandled bags per checked bags• Addition of reporting rules for the mishandling of assistive devices such as wheelchairs and scooters
September 2013
Airlines for AmericaPrimary Regulatory Issues in Passenger Services (cont.)as of September 2013
DOT Kiosk/Website Accessibility RuleAs the first of two rulemakings to address areas excluded from the 2008 Air Carrier Access Act (ACAA) final
rule, the DOT proposed that U.S. and foreign carriers have accessible kiosks and websites to passengers
with a disability in a June 2010 NPRM. The NPRM was prescriptive and onerous including:
Websites• Phase 1: Any new or redesigned carrier or ticket agent website placed online on or after 180 days of the final rule would
have to meet the Web Content Accessibility Guidelines 2.0 Level A and AA• Phase 2: Carriers and ticket agents must provide 7 core website functions to meet the WCAG 2.0 Level A & AA on a
“mobile” website within 1 year of the final rule (booking, flight status, checking in, accessing
itineraries, accessing frequent flyer account, flight schedules, and carrier contact info)• Phase 3: Carriers and ticket agents must provide a fully accessible website to WCAG 2.0 Level A & AA
standards within 2 years of the final rule• Carriers would be responsible for requiring that its ticket agent websites are accessible
Kiosks
All kiosks ordered 60 days after the effective date of the final rule, and to be installed in U.S. airports with
10,000 or more enplanements per year, would have to meet new DOT accessible kiosk standards.
The Department did not propose a kiosk retrofit but asked for cost information because they may consider a
retrofit.
September 2013
Airlines for AmericaPrimary Regulatory Issues in Passenger Services (cont.)as of September 2013
DOT Kiosk/Website Accessibility Rule
A4A filed comments and met with OMB in March 2013 advocating:
Websites
DOT should allow carriers to choose one of four options that will recognize ongoing carrier efforts
(1) a text alternative website that meet any web accessibility standard and includes the 7 core functions within 2 years of the final rule
(2) a mobile website that meets any web accessibility standard and includes the 7 core functions within 2 years of the final rule
(3) a primary carrier website that provides the 7 core functions meeting any website accessibility standard within 2 years of the final rule
(4) beginning 2 years after the final rule is published, carriers must begin to incorporate accessibility features into newly created webpages on the carrier primary website, features can meet any web accessibility standard
September 2013
Airlines for AmericaPrimary Regulatory Issues in Passenger Services (cont.)as of September 2013
DOT Kiosk/Website Accessibility Rule
A4A filed comments and met with OMB in March 2013 advocating:
KiosksDOT should not require a retrofit and should adopt one of two options:(1) require 10% of kiosks orders placed 3 years after the final rule is published to include accessible features
or(2) beginning 3 years after the final is published, require carriers to begin acquiring accessible kiosks,
carriers will have another 3 years to provide one accessible kiosk per passenger check in area at an airport. Within 6 years of the final rule carriers would have to have one accessible kiosk at each passenger check in area.
The final rule was scheduled to publish July 2013 but has been delayed until at least October 2013 due to
the A4A meeting with OMB. We believe OMB will force DOT to provide more flexibility in the final rule.
September 2013
Airlines for AmericaPrimary Regulatory Issues in Passenger Services (cont.)as of September 2013
Payment Industry Council (PCI) Compliance
A4A and IATA are working together to develop procedures for the airline industry to be PCI compliant for credit card transactions per Peter Maeder’s (IATA) presentation.
September 2013
Airlines for AmericaOngoing Initiatives in Passenger Servicesas of September 2013
Permanent Baggage Tags
A4A and IATA are currently working with airline representatives and industry partners to develop the concept of a standard Permanent Baggage Tag. While multiple versions of the tag will be available for production, ranging from a basic model to a high end model, the tags will be designed for full industry wide use. The design will incorporate Electronic Ink (eInk) Displays, Radio Frequency Identification (RFID), and communication protocols (e.g. Near Field Communication (NFC) and/or Bluetooth) in conjunction with an airline application or website to allow passengers to update the tag with a current itinerary. The tag will be compatible with current baggage sortation systems and airport infrastructures, while allowing for technological advancement and future enhancements which could improve baggage tracking and reduce claim fraud. Efforts from this group will also lead to a published Recommended Practice which will provide technical requirements and device components for baggage tag production.
September 2013
Airlines for AmericaOngoing Initiatives in Passenger Servicesas of September 2013
Baggage Fraud Solutions
Baggage claim fraud continues to be a significant cause of revenue loss for airlines, and as airlines continue to reduce mishandled baggage rates, the fraudulent claims have become more noticeable. While a non-endorsed Baggage Fraud Working Group has existed and met for several years at an annual conference, airline members have requested that A4A and IATA become more involved in baggage fraud issues in order to develop standards and promote solutions that would provide notifications by request of an airline of potential claim fraud through an integrated database system (e.g. NetTracer FS).
September 2013
Airlines for AmericaOngoing Initiatives in Passenger Servicesas of September 2013
Self Boarding (Self scanning and/or automated gates)
As one of the Fast Travel Initiatives, the introduction of Self Boarding has spread rapidly throughout Europe and Asia. Self Boarding utilizes automated gate entry machines which allow passengers to scan their own boarding pass (traditional printed or from their mobile device) which is then validated within the airline system. Once the boarding pass is verified, the automated door opens, allowing the passenger to board the aircraft without any need for interaction from the gate agent. Implementation of Self Boarding within the U.S. has been limited, largely due to increased monitoring of carry-on luggage and FAA approved programs. Implementations can currently be seen in LAS, JFK (Terminals 1 and 2,) IAD, IAH (Terminals A, B and C) and BOS per IATA Matchmaker.
Globally
39% of passengers are offered self boarding by means of self scanning.
8.9% of passengers are offered self boarding by means of automated boarding gates.
September 2013
Airlines for AmericaOngoing Initiatives in Passenger Servicesas of September 2013
Self Baggage Tagging
Similar to Self Boarding, Self Baggage Tagging has expanded in part due to the push of Fast Travel Initiatives, which are designed to improve the Customer Experience while reducing airline costs and increasing passenger and baggage through-put. Self Baggage Tagging has delivered the baggage tagging process into the control of the passenger by providing self service kiosks capable of both passenger and baggage check-in. In conjunction with printing the passenger(s) boarding pass, the kiosk also generates and prints the passenger(s) baggage tag for self adhesion to applicable luggage. Most self baggage tags include attachment instructions on the back side, while some kiosks generate an instruction video when the baggage tag is printing. Either method is backed up by the acceptance of the baggage by an airline agent, who activates the tag and accepts it for screening and transport.
AC, AS, AA, DL, HA and UA are currently offering Self Baggage Tagging at multiple locations.
BA is offering Self Baggage Tagging at Las Vegas.
September 2013
Airlines for AmericaOngoing Initiatives in Passenger Servicesas of September 2013
Home Printed Baggage Tags
As part of continued efforts to reduce airline costs, industry working groups developed standards for Home Printed Baggage Tags. The standard provides the opportunity for passengers to print their own baggage tags on standard 8.5”x11” paper, fold the sheet following the printed instructions, and insert the sheet into a reusable plastic holder. The baggage check-in and acceptance process at the airport is similar to Self Baggage Tagging processes and utilizes ‘active’ and ‘inactive’ statuses to verify security and acceptance procedures. To date, Alaska Airlines is the only U.S. carrier to pilot Home Printed Baggage Tags, which they ran for a limited period of time as an optional service for passengers traveling on their Seattle to Hawaii routes. TSA is currently evaluating the Home Printed Baggage Tag process to ensure adequate security procedures are in place to prevent the introduction of fraudulent tags into live baggage screening and sortation.
