Michael Zaddach, Senior Vice President IT, Munich AirportSITA IT Summit 2015 - Brussels

The benefits of digitalizing the contact with the passenger

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Our understanding of Seamless Travel

Make travel easier and more comfortable Increase non-aviation revenues

• Provide the necessary information to the pax

• Make the travel process smoother and more transparent

• Enhance the quality for the pax

• Collect more information about the passenger and the behavior and preferences of the passenger

• Setup new communication channels to the passenger

• Make the right offers to the passenger at the right moment

Seamless Travel needs both components and a balance of both components.

Drive Non-Aviation Business

The non-aviation business is the segment with the highest potential for growth in the next few years.

Primary areas for growth are retail, F&B, parking and real estate.

Primary revenue source is the passenger

• Retail

• Food & Beverage

• Parking

• Real Estate

• Other Services

Non-Aviation

49%Aviation

51%

What we want to achieve through digital channels

Personalized, relevant information

Efficient processes Relaxing experience at the airport

More revenuesGreat experience

Enhanced customer contact with the InfoGate platform

Counter

Interactive

Center

Mobile

Digital Signage

• InfoGate was developed to enhance the service quality at Munich Airport.• InfoGate provides multi-language, video-based personal customer communication and extensive

functionality for information and navigation services on different devices.

Any Service available everywhere

Airports

Train stations

Hotels

Tourism

Infrastructure operator Service provider

RailwayCarrier I

RailwayCarrier X

Airline A

Airline Z

AirportsCar-

Rental

Hotels

...

InfoGate

Increase service efficiency

Four InfoGate Counter managed by only one agent on average

InfoGate Counter as skill multiplier for easy staff allocation

All available languages/skills are present at all InfoGate Counter

Agent 1

Agent 2

Agent 3

Dynamic wayguiding

3D-Indoor Navigation 2D-Indoor-Navigation

Dynamic Digital Signage

• Trigger-/event and location-based information

• Time-schedule and location-based information

• Individual customized advertising/information based on

• boarding pass

• gender/age based on measurement

• Passenger counting and categorizing based on measurement

• Storing of all customer-related data in a central customer database

for further processing

Facts and Utilization

• 13 InfoGate Counter installed in T1 and T2 at Munich Airport

• 10.000 calls per month on average for personal service by just pressing a button

• 3 service-agents per shift

• 40 locations equipped with InfoGate Interactive

• 80.000 usages per month on average

Free WiFi is key to get in contact with the mobile user

• Free WiFi (24h for free) was introduced in July 2014 with partner Deutsche Telekom

• WiFi-Infrastructure is provided by Munich Airport

• Registration is mandatory (name, email)

• Terms & conditions must be accepted

WiFi sessions and customer contacts

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

# of validated customer contacts

# of validated customer contacts (push)

0

2,000

4,000

6,000

8,000

10,000

12,000# of WiFi sessions per day

New Airport App - get in dialogue with the mobile user

• Friendly user test

• GoLive for iOS, Android and

WindowsPhone planned for

Q3/2015

New Airport App - get in dialogue with the mobile user

• Manage Account (address, car registration, etc.) and stepwise sign up

• Wi-Fi access on Airport Campus

• Flight search, view and show flight information, add flight to private

calendar

• My Travel (MyTickets, MyServices, etc.)

• Service catalogue, search and buy services, integration of payment

provider

• Context based, dynamic Push Services

Information, deals, coupons and services based on expected user location,

memorized flight and other contextual information

• Maps and Virtual Tour

• Multi Airport Capabilities

Terminal Map and Virtual Tour

Virtual Terminal Tour

• 2D Map

manual localization (user selection)

automated localization (WiFi, iBeacon, if available)

dynamic guiding

• Virtual Terminal Tour (like Google Street View)

Image data is regularly updated by airport staff

InfoGate Webservice connects

InfoGate Application Server InfoGate Webservice

AODB

Apps

Tablets

CRM ERP POS

Secure Gateway

External servicepartners

B I

1. Make travel easier and more comfortable

2. Increase non-aviation revenues

Next Steps / Parallel Steps

Digital

Services Partners

Data & IT

InfrastructureOrganization

Vielen Dank

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Thank You

Michael Zaddach

Senior Vice President IT

michael.zaddach@munich-airport.de

+49 89 975-32001

DISCLAIMER

Any use, republication or redistribution of this content is

expressly prohibited without the prior written consent of the

Author. Permission to copy and reproduce content may be

granted by the author, at their discretion, and by request

only.

Source: presentation of Michael Zaddach, Munich Airport

at the 2015 SITA Air Transport IT Summit, Brussels.

2015 Air Transport IT Summit