enhancing passenger experience through real time process monitoring

Enhancing the Passenger Experience through Real Time Process Monitoring

Martin Bowman

Sector DirectorAmor Group, UK

Stand 3110

The passenger journey

Technology providers

The traditional airport model

Check in

Immigration

Customs

Security

Retail

Check in

Immigration

Customs

Security

Retail

technology enabled

aligned stakeholders

passenger-centric

New Revenue Streams

New Revenue Streams

Enhanced Safety & Security

Enhanced Safety & Security

Process Optimization

Process Optimization

NewTechnology

NewTechnology

The Next Generation Airport

Cost Savings& Efficiency

Cost Savings& Efficiency

Competitive AdvantageCompetitive Advantage

Innovation & New ServicesInnovation & New Services

Enhanced Customer Perception

Enhanced Customer Perception

Why Measure the Passenger Process?

Passengers hate queues

Perception is truth

Stakeholders need common information

Happy passengers spend money

Irate passengers go straight to gate

PAX Process Measurement Technologies

Bluetooth

• World’s first airport queue measurement technology

• Used at over 30 airports

• Historically tracked 10-15% of pax

• Penetration rates in decline

• Cannot track iPhones or Android devices

Video Analytics

• Established solution• Derived wait times• Can utilise existing

CCTV infrastructure• Easily verified via

human observation• Strong where mobile

phone usage is low eg International Transfer

WiFi

• Utilises existing WiFi infrastructure

• Accuracy and resolution – 25-30m diameter

• Good for general Terminal heat maps

• Insufficient for calculating accurate process wait times

• Suitable for wide area dwell such as Retail

BluFi

• Combined Wi-Fi and Bluetooth tracking

• Tracks Smart-Phones including iPhone and Android

• Strong degree of accuracy

• Suitable for Security, Immigration and so on

• Average sample 35-50% of all PAX

Case Studies

OSL

Europe’s Most Efficient Airport Operating at

100%

New Terminal opens 2017

OSL

DXB

105 Different Pinchpoints 406 Individual

KPIs

Terminal Dashboards

Process RAG Reports

YYZ

Major N.American International Hub Largest Commercial

BluFi Project

AOCC Decision Support

Highly Accurate

Public Wait Time Displays

The Future -

Active or Passive

Participation?

Life through a Lens

• Terminal Efficiency

• Passenger Experience

• Reduced Wait Times

• Improved ACI scores

• Additional Revenues

Personalised FIDS

Real Time Way Finding

Baggage Claim Made Easy

Conclusions

Real time measurement is beyond science fiction

Multiple technologies are available

Stakeholder participation is the key to success

Active passenger participation is the future

$100m revenue

600 employees

8 global offices

25 years in aviation

50+ airport customers

About Amor – Stand 3110