Transforming the Digital

Passenger Experience

Presenter name here Guy StephensonChief Commercial Officer, Gatwick Airport

Gatwick Airport: The most productive airport infrastructure on the

planet

• The world’s busiest single runway airport: 90 days 900+ aircraft movements (take off or landing)

• 55 declared aircraft movements per hour

• The UK’s largest network: 228 destinations in 74 countries

• 44 million passengers per year

• 130,000 passengers per day

• 12,000 per hour through security

Technology has transformed our passenger journey

Digital for the Gatwick FamilyEarly digital building blocks

– easyJet mobile host

2013 2014 201720162015

Biometric security gates early adoption World’s largest self service bag drop Early bag store

Real time people monitoring

and improved our operational efficiencies

How have our services evolved

4

2013 2014 201720162015

Gatwick Connects MyGatwickPremium valet parking

Airport upgrades Premium security Premium passport control

2011 2016

How have our passengers’ needs changed in that time?

I don’t want to queue

Technology improves passenger processes & flow

I want to feel in control

Technology provides personalised experiences

2011 2016

Every day >100k empowered, informed, demanding,

tech-savvy consumers come through our doors

We are now developing the ecosystem to deliver what our

consumers want

6

Technology

Consumers

Who you are

What you want

Where you are

What info you

need

Services

What we can

offer you

How we get it

to you

Passive WiFi analytics

Increased passenger satisfaction• Understanding and optimising the

passenger flow• Real time vs predictive data – immediate

responseDirect commercial benefit

• First, second hit data for category/concession placement

• Link promotional stimulus to EPOS• Uncovers correlations and trends

Optimised staffing• Cost saving by improving resource

deploymentIncreased advertising revenue

• Through intelligent data-led advertisingNew avenues for partnerships

• With airlines, sponsors and concessionaires

The Gatwick app, linked to an individual’s flight, allows us to

leverage prior knowledge of a consumer and talk to them directly

A single

integrated website

/ e-commerce

platform with

consolidated sites

CRM providing

customer insight

and customer

service

An integrated APP

that drives a world

class customer

experience (iOS &

Android)

A single integrated marketing

platform which works across all

channels e.g. website, eMail,

APP

Creating a Unified Customer View allows us to recognise

our passengers as customers

10

The rise of the machines

“Alexa, Is my flight on time?”

“Alexa, cuando sale el próximo tren a Londres?”

Drone runway inspection

AI / Chatbot

Real time passenger feedback

Virtual shopping

assistant

Smart bins

PRM Uber Electronic nose

Our ambition

To be the world’s most

technologically advanced

airportPresenter name here

Thank you