wireless technology in passenger management : the geneva … events/asq speeches... · 2018. 8....
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Wireless technology in passenger management : the Geneva Paxflow pilot
Airport Service Quality & Facilitation Conference1 April 2008Pudong Shangri-La HotelShanghai
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Would you like to knowabout ?• Managing passenger flow, security and
flights punctuality• Understanding passengers’ patterns and
behaviours• What passengers value• Increasing retail, food & beverage
revenues• Service collaboration with partners
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The Paxflow solution• A Passenger-centric solution• Paxflow sensor network inside the
terminal• A real-time visual dashboard for airport
service operators• Middleware – software applications for
passenger service management (data-rich environment)
• Paxflow PPAs – Personal Passenger Assist Cards
Sensors 30 - 100m spacing
Network Sensor Matrix
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The Paxflow PPA Card : an electronic boarding pass
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What it delivers• Real-time visualisation of the
passenger’s location and passenger flow– Optimization of punctuality– Flow management, facilitation, security– Anticipation of bottlenecks– Understanding of passengers and service
levels
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What it delivers• Information and advice to passengers
– Flight related information (delay, gate change, boarding calls)
– Service information and advice (airport information; weather at destination, retail offers, …. airline additional services)
– Passenger alerts and prompts
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What it delivers• A service-enabling platform for in-airport
service and managing flow in real-time– Manage by exception and by priority– Ability to locate and communicate with
passengers– Passenger guidance and channeling to avoid
bottlenecks– passengers longer inside the retail and food &
beverage areas
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What it delivers• A rich data source for airport
management and airport partners– Performance management– Decision making– Partner collaboration– Customer-centred programs– Statistics and patterns of passenger
movement and service operations
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The Geneva Pilot• 2006 Abu Dhabi ACI Conference• March 2007 : preparation work,
collaboration with Flybaboo, Swissportand Nuance Trading
• Summer 2007 : technical implementation• September 2007: test run of the solution
without passengers• October 2007 : live pilot runs
– 14 live Flybaboo passenger flights were tested (5 to 6 pax / flight, same daily flights)
– Passenger survey– Retail benefits
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The Geneva Pilot• Live demonstration of passenger,
business use and functionality of Paxflow(facilitation and retail)
• Validation of the use of Paxflow as a technological solution within the GVA terminal environment and operations
• Acceptance of users (passengers, operators and partners)
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Geneva real-time visual dashboard
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Accelerated demo• Zone-based
– 10 sensors set in zones between Flybaboocheck-in area to satellite 20, including Nuance duty free
– 30 meters coverage, blind areas
• 6 to 8 key messages per flight– Time, zone and broadcast messages– Welcome-advice message – Gift message, weather message– Proceed to gate message (40 minutes to 20
minutes), boarding message– Delay, gate change message
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Message Sequences -Electronic Boarding Pass
BBO031 B25 15:45 15MIN TO WALK FROM CHECK-IN TO GATE
BBO031 B25 15:45 1 CADEAU VOUS ATTEND AU TAX+DUTYFREE SHOP
BBO031 B25 15:45 FLORENCE WEATHER SUNNY 22C
BBO031 B25 15:45 PROCEED TO GATE LOUNGE BOARDING SOON
BBO031 B25 15:45 LAST CALL GO TO GATE ENJOY YOUR FLIGHT
BBO031 B25 15:45 FLIGHT DELAY TO 16:05
Advice, information, and calls to action via:•Time-based, zone-based and broadcast messages
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Accelerated demo• Real-time information about passenger
location and movement– Progress through (flow) through key airport
zones to the gate– Operators developed an intuitive feel of
passenger movement and behavior– Direct passenger response to a message– Take control of passenger movement
• Measure service times, waiting times• Measure retail presence and time,
correlation with retail data
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The passenger response• 85% confirmed card’s ease of use and
information relevance• 75% valued convenience of having
information in-hand• 85% would use a Paxflow card again• 95% valued card if able to deliver secure
communications, faster service and access to priority services (demand from Business)
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The passenger response• 70% used their card for the retail offer• 60% agreed to further GVA contact• Few passengers raised concerns
regarding privacy, or about carrying the card
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The retail response• High sales penetration impact • 200% increase of personal sales ratio for
business travelers • Opportunity to generate a face to face
sale• Opportunity to better target the
passenger profile• Development of customer loyalty, favor to
specific customer type
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Other key project successes• Successful demonstration of the
business and operational functionality– Scope, objectives and targets met as defined– Good acceptance from the pilot partners
(Flybaboo, Swissport & Nuance Trading)– High level of passenger acceptance and high
demand for special services and facilitation– opening new horizons for Paxflow system as
facilitator for airport, user services
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Next steps• Pilot phase 2 : autumn 2008
– Frequent users– Larger scale aircrafts, flights
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Next step• Definition of a business model to use
Paxflow as the backbone of an airport frequent user program
– Mid of 2009– Link to airport information system– Link to check-in systems– Biometry (security, immigration)– Parking reservation– Other exclusive airport services– Affiliated partner services
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In Summary
Wireless technology in passenger management?
•Innovative technologies as business solution•Focus on
– passenger service and satisfaction– Cost efficiencies– Marketing and revenue generation– Improved security compliance