the passenger experience at every step of the journey · airports, airlines, governments, ground...

THE PASSENGER

EXPERIENCE AT EVERY

STEP OF THE JOURNEY

Pulling it all together : Integrating technology throughout the passenger process

Adrian Ching

PULLING IT ALL TOGETHER

| Pulling It All Together | Confidential | © SITA 20182

• The technology components to “pull it all together” for the passenger are

essentially developed (and in use today), but working “stand alone”.

• The key challenge is business change – as an industry, how do we engage

the multiple stakeholders to work together to link the technology islands.

• At the core is the need for standards, in particular passenger biometric data

that can be captured and shared with integrity amongst key stakeholders -

airports, airlines, governments, ground handlers.

STANDARDS ARE A PART OF OUR HISTORY

IATA standards have been at the core of business

improvement for many years, for example

• Teletype messages

• Flight booking status

• Through check-in between airlines using EDIFACT

The industry now needs to agree standards

to share passenger biometric data


The airline industry has a long history of agreeing and working to

standards. It is of note that SITA was established over 60 years ago to

enable sharing of data via agreed protocols and standards

GOVERNMENTS ARE KEY

• Governments are the most reliable source of capturing and validating passenger biometrics, however understandably their key concern is data protection and privacy.

• Successful trials today around the world with airlines and airports capturing biometric data to speed processes such as self bag drop and boarding, however if this was linked in with governments, processes such as immigration and security could be enhanced.

• Ultimately, the regular check of documents experienced today can be replaced with the seamless capturing of each passenger’s biometric (such as facial recognition)


• Seeks to introduce a collaborative identity management solution that can be

used from flight booking all the way through to arrival processing

• IMP – Identity Management Platform envisioned

• “Privacy by design”

• Data envelope for passenger identity data

• Trust framework – a legally enforceable set of specifications, rules and

agreements for specific types of transactions

• Will enable end-to-end process improvements (for example could combine

security and outbound immigration)


THE JOURNEY HAVE STARTED…

EXAMPLES

SIN T4 – Facial recognition at

all departure control points

BNE - Aircraft boarding using

facial recognition

JHB - Aircraft boarding using facial

recognition

Delta Sky Club - Finger print

recognition for lounge entry

BOS – Facial recognition boarding

integration with US CBP checks

MCO - Aircraft boarding using

facial recognition


AN ENTIRE JOURNEY APPROACH

A secure single travel token is

used throughout the journey to

validate passenger identity and

confirm entitlement.

On The Way, Not In The Way

1 0 1 0

0 1 0 1

1 0 1 0

0 1 0 1

SINGLE TOKEN


SITA Smart Path™ - slide 7.mp4

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjU3IeHp5DKAhUMAxoKHXc8ARsQjRwIBw&url=http://datab.us/i/British passport (Gibraltar)&psig=AFQjCNEnCsf0_oyVLv5QlseFuLrSBCQC8g&ust=1452001965722838

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwjktOz4o5DKAhVMfRoKHaQTAz4QjRwIBw&url=http://pointmetotheplane.boardingarea.com/2013/06/07/american-aa-new-boarding-pass/&bvm=bv.110151844,d.d2s&psig=AFQjCNHbzQzG98S4zMrvpNcfyKg-4EqJMg&ust=1452001086618208

https://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwijir-Vq5DKAhXDVhoKHavwAe0QjRwIBw&url=https://icons8.com/free-ios-7-icons-in-vector/&bvm=bv.110151844,d.d2s&psig=AFQjCNGTa0A3k-N7bUcpJS154VWxg90z1A&ust=1452003043573119

PULLING IT ALL TOGETHER - SITA KNOW-HOW

SITA SMART PATH™ LEVERAGING OUR PASSENGER PROCESSING, IDENTITY

MANAGEMENT CAPABILITIES AND APPLYING THEM TO THE WHOLE PASSENGER JOURNEY.

Check-in

kiosks

5,500 at 160 airports

Check-in

desks

35,000 at 400+ airports

Self-service

bag drops

225 at 31 airports

Security access

control gates

70 at 11 airports

Border control

access gates

50 at 5 airports

Aircraft

self-boarding gates

1,040 at 18 airports

SITA BioThenticateBiometric and passenger record

management

40 airports and seaports

SITA iBordersRisk assessment & passenger centric

identity management

20 Governments


SMART PATH™ - FAST & SIMPLE ENROLMENT

Boarding pass data, identity

document data and biometric details

are captured wherever a passenger

first touches the airport.

3

2

1


Single token updated

with bag tag information

for reconciliation later

during the journey.

Boarding pass and

identity verification to

control access to the

Restricted Zone.

Single travel token used

to verify the passenger

and confirm immigration

status.

Final verification touch

point with biometric exit

record shared with

Government as required.

SMART PATH™ - VERIFICATION AT MULTIPLE TOUCHPOINTS

BORDER CONTROLCUSS/CUTE CHECK-IN AIRCRAFT SELF-BOARDINGSECURITYRESTRICTED ZONECUTE/SELF-BAG DROP


WHAT’S NEXT - SMART PATH™ MOBILE

CREATING A SINGLE TRAVEL TOKEN BEFORE ARRIVING AT THE AIRPORT USING OWN

MOBILE PHONE


WHAT ABOUT BAGS - SMART BAG TAGS

PAPER BAG TAGS ARE ALSO DESTINED TO BE A THING OF THE PAST, ENABLING PAX TO

PROCEED DIRECT TO SELF BAG DROP


EXAMPLES


BRISBANE

CAPTURE TRAVEL DOCUMENT AND BIOMETRIC DATA FROM PASSENGERS AT CHECK-IN AND

VERIFY PASSENGER IDENTITY AT SUBSEQUENT STAGES OF THE JOURNEY.

Airline systems

Flight validation

Airline systems

Flight validation




DOHA

CAPTURE TRAVEL DOCUMENT AND BIOMETRIC DATA FROM ALL PASSENGERS AT AIRCRAFT

BOARDING AND CONDUCT REAL-TIME RISK ASSESSMENT WITH GOVERNMENT.

Government systemsReal-time risk assessment and

passenger insight

Airline systemsFlight validation

SmartPathBiometric passenger

record processing




BOSTON LOGAN AIRPORT

BIOMETRIC ONLY BOARDING RELYING ON EXISTING CUSTOMS AND

BORDER PROTECTION HELD BIOMETRIC DATA & GOVERNMENT

PROVIDED MATCHING SERVICES

Airline DCS

Arrivals DB

Passport DB

Visa DB

APIS Data

Filter

Data

Flight ‘Portrait’ Gallery &

Matching Service

CBPAirline Check-in

SITA CUTE &

SmartPath


IN SUMMARY

• The technology components to “pull it altogether” for the passenger are essentially developed (and in use today), but working “stand alone”.

• The key challenge is business change – as an industry, how do we engage the multiple stakeholders to work together to link the technology islands.

• At the core is the need for standards, in particular passenger biometric data that can be captured and shared with integrity amongst key stakeholders -airports, airlines, governments, ground handlers.

SITA Smart Path™ - Leveraging our passenger processing, identity management capabilities and applying them to the whole passenger journey


THANK YOU

[email protected]


the passenger experience at every step of the journey · airports, airlines, governments, ground...

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