Enhancing the Passenger Experience through Real Time Process Monitoring Martin Bowman Sector Director Amor Group, UK Stand 3110
Dec 05, 2014
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