Passenger and Airport Collaboration

through Technology (PACT)

Jim Slevin, Director

Who are HRS?

Our cloud systems enabled through biometric technology

help Airports and “Critical Safe Secure” environments operate effectively

Background

– Minimal operational (aeronautical) cost

– Maximised non-aeronautical income

– Maximum use of facilities

Collaboration through Technology plays an absolute key role.

Always has.

– Least amount of hassle

– A pleasant experience

– A predictable journey

What does passenger

want from an airport?

What does airport want

from a passenger?

The PACT ethos

The PACT ethos is embedded in HRS Products, centred around mutual benefits for passenger

and airport. Some examples are…

pact

— n

an agreement between two or more parties for mutual advantage

As the PASSENGER, I’ll…. As the AIRPORT, you’ll… Airport BENEFIT

…sign up to your club

…give me reward points to turn into

retail/leisure funds and give me access to

exclusive services (e.g. fast lanes)

• Engaging passenger experience

• Improved passenger loyalty

…tell you my flight details and when

I’m planning to arrive

…tell me how long you think I’ll need to get

through, if my boarding pass is valid, if the

flight’s on time and where to check in

• Operational foresight & proactivity

…tell you where I am in the airport …tell me where the fastest routes are to there

• Dynamic wayfinding / passenger flow

control

• On Time Performance

…tell you what I’m interested in

…tell me about special offers I may be

interested in and give me relevant vouchers to

spend in the airport

• Targeted value creating promotions

Isn’t it just about devices?

Pros of using devices

Tracking Communicating

Easy: everyone has a mobile device,

don’t they?

Retail, Flight and Gate Messages and

guidance can be pushed to a device

based on their location

Location accuracy rates vary by technology from 1.0 - 100m

Backing of technologies by major players such as Apple with iBeacons

Relatively low install cost In theory permits push/pull of

information and tracking in one

technology

Isn’t it just about devices?

Cons

– Consumer device lifecycle – rapid obsolescence

– Person proxy – not a 1:1 relationship

– Low capture rate for Bluetooth

– Privacy concerns over WiFi – pushing and pulling

– Brand image concerns - over pushing of content

– Security concerns – mobile devices in the hold

90%of people have

Bluetooth turned

OFF.Bluemedia Server

Passenger Identity Management

• Aviation unique as you have to know who a passenger is at some point in their journey through the airport

• Activities divided and duplicated across parties

– airlines,

– border agencies,

– retailers etc.

• Airports last to know the passenger, and in some cases never know. Never want to know?

Sources: MTT & J.D. Power and Associates

SERVICE

25%needlessly queued at check-in when they had already checked-in online

LOYALTY

67%would make more trips if airport and

pre-flight experience is improved

RETAIL

Happy passengers spend

45%more than unhappy

passengers

Value of Passenger Identity Management - Commercial

Value of Passenger Identity Management

“If airports are able to identify individual passengers and develop a much greater understanding of their needs and attitudes, average revenue per passenger can be significantly improved.”ICLP

Finding out who the passenger is…

• Commercial secrecy of who someone is?

• What’s a passenger worth?

• Has anyone ever agreed to pay an airline for this information?

Online booking Online check-in Common use self-service

check-in

Passengers ranked the self-service features they want to use:

75% 61% 53%

Value of Passenger Identity Management - Operational

Source: IATA

Source: Accenture

89%

when traveling across

borders

58% 56%

to speed up customs to make travel more

convenient

of passengers are willing to share their biometrics

Value of Passenger Identity Management - Operational

Value of Passenger Identity Management - Operational

• Pervasive Self-Service

– Self-service check-in shifting to 90%+ self-service

– Proliferation of eGates

– Autoboarding

– Retail

• IATA & ACI Smart Security

– Identity verified, risk based security with advanced screening innovation

• Known Traveller

– Biometric identity permits full automation and passenger desired self-service

– Works faster, more consistently and more accurately than a human

Achieving PACT

• Question?

– Would an airport designer create a new airport without identity based self-service?

• PACT - Identity Management

– In the hands of the Airport?

– In the hands of Airlines and Retailers?

– Default is to leave the value add and value generated to othersApril 2014 - Google acquired Room 77 to add to ITA Software already in their portfolio

Situationally aware Google Maps within Airports

Google Wallet ready and waiting

With friends and colleagues, Larry Page (Google CEO) has talked about his desire to build an airport that would be more efficient than existing ones.

Technology Integration

• Loosely integrated during the journey

– Devices

– Wearable Technologies

– Biometrics on Payment Cards e.g. MasterCard

• Biometrics on devices

– Iris on Samsung devices due on next release?

– Finger recognition already available on Apple and Samsung device

– Face on devices available – personal information concerns

• Digital persona, social media, Who am I?

An Airport Analogy – CRM for On-Airport Staff

Companies

and

Employees

join MTrust

ID Scheme

Employee

data

persistent

Authorised

Person

submits

details

Automated

and Agent

vetting

Summary

• Passenger Collaboration through Technology (PACT)

– Start with how the airport views its customers (passengers and airlines)

– Passenger Identity Management Strategy – make a choice or accept the default

– Commercial benefits must drive decision making more than political or stakeholder emotional viewpoints

– Recognise that Identity has persistence. Devices do not.

Questions

Jim Slevin, Director, Human Recognition Systems

Email: jim.slevin@hrsid.com

Tel: +44 (0)333 456 2001

Web: www.hrsid.com

Visit us at the stand 7100