Passenger Experience

Vision:
 An end-to-end passenger experience that is seamless,
secure and efficient

Departure

01 02 03 04 05 06 07
Pre-travel Ticket Check-in Document Authorisation Baggage Immigration
Issuance Scanning To proceed
to proceed processing exit control

Document Check
Arrival

08 09 10 11 Flight 12 13 14
Security Security Flight Boarding Immigration Baggage Customs
access screening Re-booking entry control collection

Transfer

Simplifying the Business  International Air Transport Association 2014

 Fast Travel Program

CONTROL CONVENIENCE CHOICE

Vision: 80% of Global passengers will be offered a

complete suite of self-service options
Simplifying the Business  International Air Transport Association 2014
 Fast Travel Program

Vision: 80%Mandatory
of Global passengers will be offered a
Optional
complete suite of self-service options

Simplifying the Business  International Air Transport Association 2014

 New Implementations LHR T2

Simplifying the Business  International Air Transport Association 2014

 New Implementations LHR T2

Simplifying the Business  International Air Transport Association 2014

 New Implementations LHR T2

Simplifying the Business  International Air Transport Association 2014

 SK - Scandinavian Airlines Systems 90.01%

% of Airline Passengers offered with Fast Travel

QF - Qantas Airways Ltd. 80.83%
AC - Air Canada 71.56%
AF – Air France 70.35%
Fast Travel Airlines

HA – Hawaiian Airlines 69.76%

NZ – Air New Zealand 68.34%
LX – Swiss 62.52%
AA – American Airlines 61.29%
AY – Finnair 55.27%
AS – Alaska Airlines 53.59%
SN – Brussels Airlines 52.83%
IB – IBERIA 52.35%
LH – Deutsche Lufthansa AG 52.01%
TF – Malmo Aviation 49.95%
OS – Austrian 49.83%
EY – Etihad 49.34%
CX – Cathay Pacific 48.62%
KL – KLM Royal Dutch Airlines 48.60%

Simplifying the Business  International Air Transport Association 2014

 How many passengers are offered
FT ?
Today 2015

Simplifying the Business  International Air Transport Association 2014

 Facilitation Projects

Security Access and Egress Automated Border Control

Simplifying the Business  International Air Transport Association 2014

Security Access & Egress

Simplifying the Business  International Air Transport Association 2014

 Security Access & Egress Roadmap 2014
RP 1701h 35
Updated and Airport data
submitted to JPSC analyzed

10 213
recommendations Average throughput
provided on average
per hour
Target Confirmed Visited
Simplifying the Business  International Air Transport Association 2014
 SAE visited Airports
 http://www.iata.org/whatwedo/stb/maps/Pages/security-access-egress.aspx

Airports visited Solutions implemented

Simplifying the Business  International Air Transport Association 2014
 Security Access & Egress Roadmap 2015
Analyze airport data Update RP

Conduct Update
Case Studies Implementation Guide

Simplifying the Business  International Air Transport Association 2014

Automated Border Control

Simplifying the Business  International Air Transport Association 2014

 Automated Border Control Roadmap 2014

Publications:
 Implementation Guide
 4 Case studies Target Implementations
Simplifying the Business  International Air Transport Association 2014
 Airports with Automated Border Control
 http://www.iata.org/whatwedo/stb/maps/Pages/passenger-facilitation.aspx

Airport: OSL – Oslo

Based on: eMRTD
Eligibility: EEC Member States
Biometrics used: Face
Location: Arrival

135 Airports / 43 Governments / 173 Kiosk Types

Simplifying the Business  International Air Transport Association 2014

 Automated Border Control Roadmap 2015
 Conduct worldwide campaign
 Enhance interactive map
 Add terminals and number of ABCs installed
 Evaluate user capabilities
 Maintain Implementation Guide as needed
 Monitor mobile passport control
 pilot project at ATL with US CBP and DL (US citizen only)
 passenger provide passport details through mobile phone app
up to 4 hours before landing
 Ok to proceed to baggage claim is received upon landing

Simplifying the Business  International Air Transport Association 2014

 New
Projects
Update

Simplifying the Business  International Air Transport Association 2014

Customer Contact Information Project
Objective
Enable pro-active and real-time operational notifications by developing standards and
recommended practices for customer contact detail

 New dedicated SSR element for contact information in A4A-IATA Reservation Interline
Messaging Procedures – Passenger [AIRIMP] Section 3.20.1 & 3.20.2
 RP1770 Code of Reservation Ethics, Passenger Services Conference Resolutions
Manual (PSCRM)
 Passenger Agency Conference Resolution 830d

Simplifying the Business  International Air Transport Association 2014

 Effective 1 Jan 2014

Simplifying the Business  International Air Transport Association 2014

 Implementation status
 The CTC-E,M,R SSRs were deployed by four GDSs (Amadeus, Abacus,
Travelport and Sabre) and communicated to Agents and Airlines
In addition the SSRs will be implemented in the Amadeus Automated Customer
Contact (AACC) product as of Jan 2015

Simplifying the Business  International Air Transport Association 2014

Implementation status

Simplifying the Business  International Air Transport Association 2014

Type of Operational Notifications sent by Airlines
Delay and cancellation

Schedule change

Check-in open/Auto check-in

Seat change

Gate change

Bag delivery update

Flight diverted

Other (security alert, lost

connection, upgrade)

Simplifying the Business  International Air Transport Association 2014

Automated Check-in Project
Preferred method to check-in

Source: 2014 IATA Global Passenger Survey

Simplifying the Business  International Air Transport Association 2014

Automated Check-in Project
Objective
Offer more convenience by removing the need for check-in from the front end passenger
experience

 Industry business case – USD 500 million of cost benefit

 Industry standards enabling auto check-in for travel agent bookings endorsed:
 ACKI SSR - Passenger opt-in and boarding pass delivery method
 ACKI indicator in scheduling mode
 Proposal to ICAO DGR Panel to introduce provisions for automated check-in

Simplifying the Business  International Air Transport Association 2014

Implementation status

Simplifying the Business  International Air Transport Association 2014

 Hugh Best
Project Manager, Fast Travel
International Air Transport Association
besth@iata.org

Lisa Angiolelli-Meyer
Thank you! Project Manager, Passenger Facilitation
International Air Transport Association
angiolellil@iata.org

Dimiter Zahariev
Development Manager
International Air Transport Association
zaharievd@iata.org

Simplifying the Business  International Air Transport Association 2014