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World Passenger Symposium 2017World Financial Symposium 2014
World Passenger Symposium 24 – 26 October 2017
Centro de Convenciones Internacional de Barcelona (CCIB)
World Passenger Symposium 2017World Financial Symposium 2014
Baggage, can you Handle it?Tracking
World Passenger Symposium 2017World Financial Symposium 2014
David Hosford, ManagerBaggage Performance and Strategy, Delta Airlines
Baggage, can you Handle it?Tracking
Baggage Tracking with RFID
Top Tier Industry PerformanceDOT MBR
3.49
2.66
2.10 2.192.30
2.081.81
1.00
2.00
3.00
4.00
2010 2011 2012 2013 2014 2015 2016
48%
Investing in the Future• DL handles nearly 120 million bags
every year• Generates nearly 2 billion tracking
events annually• Tracking events available in mobile
application and on Delta.com• Precision is critical to performance• Automation required to ensure
reliability and availability
Investing in RFID• Initial RFID testing in late 2014• Invested $50M in RFID in 2016• Upgrading 3800 printers in 344
airports worldwide• Deployed 4600 scanners • Installed RFID readers on 1500 belt
loaders in domestic operation• Installed 600 pier and claim readers
in top 84 airports• Developed suite of applications to
support exception management
Improving the Customer Experience• Application upgrades to provide full
visibility to the status of checked bags• Leverage tracking data to change the
perception of bag handling• Enable dot on the map experience• Proactive push notification of bag
tracking events• Proactive management of exception
events during the bag journey
Improving Irregular Operations• Focus on inventory management• Exception management approach to
reduce mishandlings• Automation and infrastructure to
ensure a consistent experience• Passive scanning improves visibility• RFID handheld applications quickly
identify and locate at risk bags
Enabling Performance• Record summer 2017 performance• Reduced global injury rate by 21%• Increased load/unload events by 51%• Improved loading rate by 10%• Reduced mishandling rates by 13%• Reduced scanning/handling costs
Enabling Future Innovation• IATA Resolution 753• IATA 1755 XML Messaging• Integration with the BHS• Future bag tags and self bag drop• International airports/CUTE stations• Cargo and mail handling
World Passenger Symposium 2017World Financial Symposium 2014
Mark Matthews, DirectorCustomer Planning Operations, American Airlines
Baggage, can you Handle it?Tracking
Baggage Tracking with Barcodes
Baggage TrackingMark Matthews, Director Customer Planning Operations
American Airlines, by the Numbers
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American Airlines
HUB Departures Team Members
DFW 804 25,375
CLT 664 8,625
ORD 498 6,265
PHL 430 7,410
MIA 350 11,030
PHX 299 9,370
DCA 265 2,510
JFK & LGA 278 7,015
LAX 225 5,825
Dallas/Ft. Worth (DFW) 804 Daily Departures to 197 Destinations
Hub Bag Ops65% of Bags Transfer
171 Gates5 Terminals5 Bag Handling Systems
Bags Transferred via Tail-to-Tail Operation
Employee Experience Matters“There is a simple principle to keep in mind, the customer experience will never exceed the employee experience. Meaning, the investment you make in your people has a direct payout with the customers walking through your doors.”
-Tony Bridwell, Author
Create Automation and Applications that the Frontline Team will Embrace
Frontline Team Involvement in the Development of Policy & Automation
Simplify when Possible, Keep the Focus on the Customer
Support Frontline Team as if they were your most important decision makers
Scan Bags EverywhereIn 2016, AA began an ambitious plan to scan bags in hundreds of new locations. We called it MegaScanning and we set out to solve baggage tracking with brute force.
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100K
200K
300K
400K
500K
600K
Real-Time Baggage DATABaggage data is sourced from multiple locations and stored in an AA baggage database.
AA Baggage Database
In doing so, we have provided our employees an unprecedented view into the baggage journey where they have more real-time information about baggage than ever before.
Impact on Employee Experience
No Detail is Too SmallDisplaying every possible tracking point and change in custody adds the necessary granularity to identify when an individual bag has lost its way.
Team Member Impact
Impact on Customer Experience
We know that the additional scan information is impactful to our employees that are now using new tools that give them a real-time view of baggage. Customers are also using new tools that give them a real-time view of baggage.
CHECK-INLOAD
OFFLOAD
BAGGAGE CLAIM
TRANSFER PICK-UP
TRANSFER DROP-OFFLOAD
OFFLOAD
The other part of Reso 753…Sharing baggage data with other carriers on an interline itinerary helps to ensure success in what is the most dangerous part of a baggage journey….
Having this data to share with customers also helps to ease their mind through the process as well.
• Launched in early 2017
• Improves customer experience by moving the customer’s mishandled baggage experience from reactive to proactive
• Notifies customers of a mishandling prior to arriving at the baggage carousel or waiting in line at a baggage office
• Notifications can be received by email, push, text, or voice calls
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Customer Bag Notifications
Notifications
14
Late Notification: with DeliveryEarly Notification Late Notification:
Go to the BSO
3 Types of Notification Messages
• Elevate the customer experience
• Proactive versus reactive
• Reduce lines at the BSOs
• Improve customer interaction with frontline employees
How It Works
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Mobile Baggage Order (MBO) Form
Customer is Notified Bag is Delivered
Baggage Tracking: Impact on Airports
Airport BRS Systems must provide the same level of detail that AA generates in order to create a consistent Customer Experience for AA Customers.
Airport BRS System
American Airlines BRS System
American Airlines
CustomerAirli
ne A
Airli
ne B
Airli
ne C
Airli
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Airli
ne E
AA IT Sys ________Weight & Balance
Airline Partners
Capturing Even More Data…Today, American Airlines is capturing data from Baggage Handling Systems, 3rd party providers and thousands of handheld scanners deployed to all 350+ airports in the route system.
The human factors always come into play….• “I must have missed a scan…”• “My battery died”• “It slows down the process”
Our focus is now on improving efficiency through the use of “passive scanning” technology. There are several solutions that are available in the market today, and many others that are on the cutting edge of “what’s next”.
World Passenger Symposium 2017World Financial Symposium 2014
Rick NagyProduct Development Manager, Airport Operations, Alaska Airlines
Baggage, can you Handle it?Tracking
Visualizing the Journey - How Tracking can Deliver Product Differentiation
Innovation in BaggageRick NagyOctober 24, 2017
2© 2016 Alaska Airlines - Confidential
Vision For Our Lobby•Service Framework
• Mobile – be where the customers are• Technology helps increase personal connections• Evolving employee roles
•Customer Focus• Intuitive products and processes• Reduce time and anxiety in the lobby
•Productivity/Cost Control• Reduce lobby congestion• Growth without increasing footprint
4© 2016 Alaska Airlines - Confidential
Breaking it down…
5© 2016 Alaska Airlines - Confidential
Giving your bag a voice…
7© 2016 Alaska Airlines - Confidential
Mobilizing Teammates…• Gate Control Management• Boarding Process• Flight – Guest Handling Information
• Seat Change• Upgrades/Standby Lists• Guest Check-in Assistance
• Flight Attendant Tools• Maintenance Assignments• Fleet Service Management
World Passenger Symposium 2017World Financial Symposium 2014
Caroline Camilli-GayProgram Manager, SITA
Baggage, can you Handle it?Tracking
How is SITA Supporting 753?
Baggage tracking: how can SITA help?
By: Caroline Camilli-Gay25th October 2017
How can SITA help with 753?
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What’s the big deal…
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4 B 66 M 600 >1M
… for the industry
What’s the big deal…
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178 M 280… for an airline in the world top 3
1,150 k
What’s the big deal…
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20 M 110… for a tier 2 airline
120 k
What is SITA footprint today?
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3 B 44321 M
BPM.V/1LLHR.J/S/43S/120D32/30JUN/064212L.P/1DRUMMOND/PMR.F/KL1234/30JUN/AMS.O/KL999/30JUN/JFKENDBPM
Baggage platform as the key for end to end tracking
Central repository
Reporting - Analytics - Alerts
ArrivalTransferBaggage loadingCheck-in
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3rd party baggage syst.
API
XML
A real story…
Deploying 753 tracking in 7 days
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A good story starts with a good place
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Day 1 - Some preparation work
• Define scope • Test tracking solution before network deployment• Nassau – Miami route
• Engage teams• Buy hardware:
• Mobile phones• MX-1000 devices
• Send BSMs to repository
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Day 2 – Site Survey Miami• Define the tracking points• Survey connectivity 3G/4G or WiFi• Define items of tracking:
• Loose bags• Containers• Bingo sheets
• Download mobile app • Create users
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How do we create tracking locations?• On the fly at the airport with a
mobile printer• Using pre-configured secured
service ID• As per baggage ops staff
requirements• Includes free text field• Stickers are stuck where
convenient
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Day 3 – train the agents and start scanning in Miami
• It takes 1 hour for agents to be operational
• Application runs in 2 steps:1. Scan a location code2. Scan bags associated to this
location
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Day 4 and 5 – Site survey and training in 2nd airport Nassau
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Day 6 – Go live and track bags end to end
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Day 6 – Go live and track bags end to end
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And on the 7th day…
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In summary
HAPPY CUSTOMER WILLING TO EXPAND TO THEIR FULL NETWORK
24 Baggage Program – Steering Committee 12th Oct 2017
Number of tracking locations in use (both NAS & MIA)
19
Number of daily flights being tracked 14Number of trained operators 10
Average number of tracked bags daily 1,100
THANK YOU!
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BACKUP SLIDES
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Airport Pulse Baggage dashboard
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The following screens are from UA PoC.
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The following screens are from UA PoC.
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