1. 1 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 IATA Passenger Experience Airport Forum Bucharest, 17 November, 2010

2. 2 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 The Vision of Simplifying the Business  Our mission is to change the way the industry operates by improving service and lowering costs  Today, that mission is now more relevant than ever  And we’re intensifying efforts to deliver the change the industry needs

3. 3 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 IATA e-services

4. 4 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010  Airports are a critical stakeholder in our efforts to deliver industry change  StB is working closely with ACI  StB Champions in airports  All passenger-oriented StB projects - BCBP, BIP and Fast Travel - bring benefits to airports  Better customer service  Lower costs StB and airports

5. 5 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 IATA’s value  Standards: Create and manage technical and process standards that comprise one or more of the following options:  IATA Resolutions, binding on all members  IATA Recommended Practices, non-binding on members  IATA Technical standards in support of both resolutions and recommended practices.  Implementation Guides to assist in consistency of product and service delivery by publishing best practice.  Implementation: Deliver to targets set by the Board of Governors to meet the vision

6. 6 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 What has changed and may impact the Passenger Experience?  Passenger Process Model  Airline Business Model  Government Data Requirements 79%

7. 7 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 Passenger Process Model 79%

8. 8 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 Current Kiosk Outlook  Kiosks are almost exclusively used for passenger check-in  Mature technology  Number of kiosks deployed has been capped at around 14000 units for the past years  Primarily deployed by airlines in the past, airports are now offering shared infrastructure 79% 21% Dedicated Airline Kiosks Airport CUSS Kiosk

9. 9 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 Self Service Trend*: What do passengers want?  70% of passengers would tag their own bags if they could  74% of respondents are interested in printing bag tags remotely  70% of respondents would use automatic boarding gates  Two thirds (66%) of respondents would use a baggage claim kiosk, an increase from last year’s 48% *: Source: SITA-Passenger Self-Service Survey 2010

10. 10 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 Fast Travel

11. 11 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 Fast Travel: Self-Service Suite

12. 12 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 What is Bags Ready to Go?  Self Tagging + Bag Drop  Self Tagging : Self Service baggage tag print for application by the passenger  Bag Drop : Recognisable acceptance point for the purpose of baggage processing

13. 13 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010

14. 14 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 What is Document Check?  An airline offering the ability for a passenger to self-scan travel documents to allow for data collection for onward transmission by their airline to meet arriving or transiting countries’ government requirements.  Perform automated verification of the travel document data against travel data requirements

15. 15 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 128 CUSS Airports with scanning capability

16. 16 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010

17. 17 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 What is Flight Re-Booking? In the event of an irregular operation such as flight delays, misconnects or cancellations:  An airline offering the ability for a re- routed passenger to get proactively re-booked  To deliver new boarding token or re- booking options via a self service channel.

18. 18 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010

19. 19 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010  An airline offering the ability for a passenger to self-scan their boarding token to gain entry to the aircraft in a controlled manner. What is Flight Self Boarding?

20. 20 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010

21. 21 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010  An airline offering the ability for a passenger to register a mishandled bag, utilising a self-service device  Additional / Related Services:  The provision of messages to a mobile device (web / mobile) informing the passenger in the event of a mishandled bag  Providing a receipt of the claim What is Bag Recovery ?

22. 22 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010

23. 23 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 Fast Travel To reduce airline costs and enhance the passenger experience by offering a range of self-service options throughout the journey By 2020, 80% of global passengers will be offered a complete self-service suite based on industry standards

24. 24 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 FAST TRAVEL VISION Global Capability End to End Journey Global Standards

25. 25 Simplifying the Business  International Air Transport Association 2010 Passenger process: Fast Travel - Self-service for passengers BCBP But, gaps remain

26. 26 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 Government Regulatory Requirements 79%

27. 27 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 Government Data Requirements 79%  Governments are progressively changing the current Advance Passenger Information model to a more dynamic model  Multiple data elements to be provided at multiple steps during the passenger journey (from booking to arrival)  Identified need to capture this data in a trusted and automated manner: self service data capture

28. 28 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 79%  70% of respondents would use automated border control & security processing Self Service Trend*: What do passengers want? *: Source: SITA-Passenger Self-Service Survey 2010

29. 29 Simplifying the Business  International Air Transport Association 2010 Passenger Facilitation Achieving Seamless Air Travel While Meeting Security Needs Using Global Standards

30. 30 Simplifying the Business  International Air Transport Association 2009 The passenger journey defined

31. 31 Simplifying the Business  International Air Transport Association 2009 Addressing the passenger needs through StB

32. 32 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 Passenger Facilitation Bringing security, facilitation and government agencies into Passenger Experience Aims and Objectives  To develop global recommended practices in relation to passenger interaction with Security, Immigration and Customs processes.  To drive interoperability of individual self-service pilots / production environments world wide  Create a roadmap for self-service options  E-Immigration via individual tokens e.g. ePassports, Biometrics

33. 33 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 Future for Kiosks in the Airlines Business Model 79%

34. 34 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010..airlines Ancillary Services trend Looking for Revenue generation is defining… Change of Business Model

35. 35 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 Bundling & Unbundling

36. 36 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 LCC sell up to 23% of services US Airline Industry Total 2009 Ancillary Fee Revenue = $7.8 B Source: US DOT Form 41, table 1A

37. 37 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 IATA’s e-travel vision & targets  First phase: e-ticketing  Second phase: e-Boarding passes  Third phase: automate other paper documents Industry Targets by IATA’s Board  By end 2010, all GDS and airlines EMD capable  By end 2012, all airlines EMD capable  By end 2013, 100% EMD in IATA BSP  As of July 2010 4 airlines are e-services live e-travel e-ticketingBCBPe-services

38. 38 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 Industry benefits IATA e-services Airlines  Annual industry-wide benefits of between US$2.4 and US$2.9 billion, from lower costs and increased revenue:  Increase revenue by selling services through all distribution channels: travel agents, interline partners, kiosk, web, mobile, GDS, phone.  Reduce costs associated with paper document processing.  Enable self-service channels to sell services Passengers  More flexibility: EMD allows them to customize their journey, offered across mutli-leg journeys, even those that involve multiple airlines.  Better access: Passengers can purchase services via various channels.

39. 39 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 In conclusion  Self-service check-in is mature (mobile channel still to grow)  Other self-service options are demanded by passengers and developed by the industry Passenger Process Revenue Generation  Self Tagging  Document verification  Lost and Found  Security & Immigration  Selling ancillary services  Upgrades  Excess baggage  Lounge Access  Meals  …. Regulatory Process  Self Service Data Capturing device  Self Service Immigration  Access to security

40. 40 Simplifying the Business  INTERNATIONAL AIR TRANSPORT ASSOCIATION 2010 Thank you for your continued support  For more information, visit www.iata.org/stbsupportportal/ www.iata.org/stbsupportportal/