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

Passenger Experience

Vision:

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

Departure
Departure
experience that is seamless, secure and efficient Departure 01 01 01 02 02 02 03 03
experience that is seamless, secure and efficient Departure 01 01 01 02 02 02 03 03
experience that is seamless, secure and efficient Departure 01 01 01 02 02 02 03 03
01 01 01 02 02 02 03 03 03 04 04 04 05 05 05
01 01
01
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02
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03
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04
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04
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05
05
06
06
06
07
07
07
Pre-travel
Pre-travel
Pre-travel
Ticket
Ticket
Ticket
Check-in
Check-in
Check-in
Document
Document
Document
Authorisation
Authorisation
Authorisation
Baggage
Baggage
Baggage
Immigration
Immigration
Immigration
Issuance
Issuance
Issuance
Scanning
Scanning
Scanning
To proceed
To proceed
to proceed
processing
processing
processing
exit control
exit control
exit control
Document Check
Arrival
Flight
08
08
08
09
09
09
10
10
10
11 11
11
12
12
12
13
13
13
14
14
14
Security
Security
Security
Security
Security
Security
Flight
Flight
Flight
Boarding
Boarding
Boarding
Immigration
Immigration
Immigration
Baggage
Baggage
Baggage
Customs
Customs
Customs
access
access
access
screening
screening
screening
Re-booking
Re-booking
Re-booking
entry control
entry control
entry control
collection
collection
collection
Transfer
Fast Travel Program CONTROL CONVENIENCE CHOICE Vision: 80% of Global passengers will be offered a

Fast Travel Program

Fast Travel Program CONTROL CONVENIENCE CHOICE Vision: 80% of Global passengers will be offered a complete

CONTROL

Fast Travel Program CONTROL CONVENIENCE CHOICE Vision: 80% of Global passengers will be offered a complete
Fast Travel Program CONTROL CONVENIENCE CHOICE Vision: 80% of Global passengers will be offered a complete

CONVENIENCE

Fast Travel Program CONTROL CONVENIENCE CHOICE Vision: 80% of Global passengers will be offered a complete
Fast Travel Program CONTROL CONVENIENCE CHOICE Vision: 80% of Global passengers will be offered a complete

CHOICE

Fast Travel Program CONTROL CONVENIENCE CHOICE Vision: 80% of Global passengers will be offered a complete

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% of Global passengers will be offered a Mandatory Optional complete

Fast Travel Program

Fast Travel Program Vision: 80% of Global passengers will be offered a Mandatory Optional complete suite
Fast Travel Program Vision: 80% of Global passengers will be offered a Mandatory Optional complete suite
Fast Travel Program Vision: 80% of Global passengers will be offered a Mandatory Optional complete suite
Fast Travel Program Vision: 80% of Global passengers will be offered a Mandatory Optional complete suite
Fast Travel Program Vision: 80% of Global passengers will be offered a Mandatory Optional complete suite
Fast Travel Program Vision: 80% of Global passengers will be offered a Mandatory Optional complete suite

Vision: 80% of Global passengers will be offered a

Mandatory

Optional

complete suite of self-service options

New Implementations LHR T2 Simplifying the Business  International Air Transport Association 2014

New Implementations LHR T2

New Implementations LHR T2 Simplifying the Business  International Air Transport Association 2014

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
Simplifying the Business
New Implementations LHR T2 Simplifying the Business  International Air Transport Association 2014

International Air Transport Association 2014

New Implementations LHR T2 Simplifying the Business  International Air Transport Association 2014

New Implementations LHR T2

New Implementations LHR T2 Simplifying the Business  International Air Transport Association 2014
Fast Travel Airlines SK - Scandinavian Airlines Systems 90.01% QF - Qantas Airways Ltd. 80.83%

Fast Travel Airlines

SK - Scandinavian Airlines Systems 90.01% QF - Qantas Airways Ltd. 80.83% AC - Air
SK - Scandinavian Airlines Systems
90.01%
QF - Qantas Airways Ltd.
80.83%
AC - Air Canada
71.56%
AF
– Air France
70.35%
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%

% of Airline Passengers offered with Fast Travel

How many passengers are offered FT ? Today 2015 Simplifying the Business  International Air

How many passengers are offered FT ?

Today

How many passengers are offered FT ? Today 2015 Simplifying the Business  International Air Transport

2015

How many passengers are offered FT ? Today 2015 Simplifying the Business  International Air Transport
Facilitation Projects Security Access and Egress Automated Border Control Simplifying the Business  International

Facilitation Projects

Security Access and Egress Automated Border Control
Security Access and Egress
Automated Border Control
Security Access & Egress Simplifying the Business  International Air Transport Association 2014

Security Access & Egress

Security Access & Egress Simplifying the Business  International Air Transport Association 2014
Security Access & Egress 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 Updated and submitted to JPSC 35 Airport

Security Access & Egress Roadmap 2014

RP 1701h Updated and submitted to JPSC 35 Airport data analyzed 10 213 recommendations provided
RP 1701h
Updated and
submitted to JPSC
35
Airport data
analyzed
10
213
recommendations
provided on average
per hour
Target
Confirmed
Visited

Average throughput

Simplifying the Business

International Air Transport Association 2014

SAE visited Airports  http://www.iata.org/what wedo/stb/maps/Pages/s ecurity-access-egress.aspx Airports visited

SAE visited Airports

http://www.iata.org/whatwedo/stb/maps/Pages/security-access-egress.aspx

wedo/stb/maps/Pages/s ecurity-access-egress.aspx Airports visited Solutions implemented Simplifying the
wedo/stb/maps/Pages/s ecurity-access-egress.aspx Airports visited Solutions implemented Simplifying the

Airports visited

ecurity-access-egress.aspx Airports visited Solutions implemented Simplifying the Business 

Solutions implemented

Simplifying the Business

International Air Transport Association 2014

Security Access & Egress Roadmap 2015 Analyze airport data Update RP Conduct Case Studies Update

Security Access & Egress Roadmap 2015

Analyze airport data Update RP Conduct Case Studies
Analyze airport data
Update RP
Conduct
Case Studies

Update Implementation Guide

Simplifying the Business

International Air Transport Association 2014

Automated Border Control Simplifying the Business  International Air Transport Association 2014

Automated Border Control

Automated Border Control Simplifying the Business  International Air Transport Association 2014
Automated Border Control 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

Automated Border Control Roadmap 2014

Publications:  Implementation Guide  4 Case studies Target Implementations
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/whatwe do/stb/maps/Pages/passenger-facilitation.aspx

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:
Airport: OSL – Oslo
Based on: eMRTD
Eligibility: EEC Member States
Biometrics used: Face
Location: Arrival
135 Airports / 43 Governments / 173 Kiosk Types
Arrival 135 Airports / 43 Governments / 173 Kiosk Types Simplifying the Business  International Air

Simplifying the Business

International Air Transport Association 2014

Automated Border Control Roadmap 2015  Conduct worldwide campaign  Enhance interactive map  Add

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

New Projects Update Simplifying the Business  International Air Transport Association 2014
New Projects Update Simplifying the Business  International Air Transport Association 2014

New

Projects

Update

Customer Contact Information Project Objective Enable pro-active and real-time operational notifications by developing

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

Effective 1 Jan 2014 Simplifying the Business  International Air Transport Association 2014
Effective 1 Jan 2014 Simplifying the Business  International Air Transport Association 2014
Effective 1 Jan 2014 Simplifying the Business  International Air Transport Association 2014

Effective 1 Jan 2014

Implementation status  The CTC-E,M,R SSRs were deployed by four GDSs (Amadeus, Abacus, Travelport and

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

Automated Customer Contact (AACC) product as of Jan 2015 Simplifying the Business  International Air Transport
Automated Customer Contact (AACC) product as of Jan 2015 Simplifying the Business  International Air Transport
Implementation status Simplifying the Business  International Air Transport Association 2014

Implementation status

Implementation status 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

Type of Operational Notifications sent by Airlines

Type of Operational Notifications sent by Airlines Delay and cancellation Schedule change Check-in open/Auto check-in Seat

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)

Automated Check-in Project Preferred method to check-in Source: 2014 IATA Global Passenger Survey Simplifying the

Automated Check-in Project

Preferred method to check-in

Source: 2014 IATA Global Passenger Survey
Source: 2014 IATA Global Passenger Survey
Automated Check-in Project Objective Offer more convenience by removing the need for check-in from the

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

Implementation status Simplifying the Business  International Air Transport Association 2014

Implementation status

Implementation status Simplifying the Business  International Air Transport Association 2014
Thank you! Hugh Best Project Manager, Fast Travel International Air Transport Association besth@iata.org Lisa

Thank you!

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

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

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