Thys Serfontein - SITA · ‘Technology will help airports and aircraft to better utilize space, lessening capacity constraints’ ‘Operational data will be shared much more widely

The digital passenger journey

Thys Serfontein

4

Today

Physical, digital

and biological

merging at an

ever faster pace

We are living through a revolution unlike anything we have seen before

Early

1700s

1

Steam power

enables mass

industrialisation

2

Early

1800s

Electricity

transforms

how we live

3

Mid-late

1900s

Computing

launches IT

on the world

EURO IT Summit 2019 | Digital Passenger Journey | Thys Serfontein | © SITA 20192

Our industry is being challenged to transform itself at the same pace


To manage

continued growth in

a sustainable way

To meet the needs

of the post digital

passenger

To ride the

‘technology

roller coaster’

Technologies are helping us to serve passengers better


Artificial

intelligence

Robotics &

autonomy

‘Digital

Twins’

Sensors and

biometrics –

the ‘Internet

of Things’

Connectivity

and scalable

processing5G

MOBILECHECK-IN

ASSISTEDCHECK-IN

SELF-SERVICECHECK-IN

SELF-SERVICEBAG DROP

SECURITYSCREENING

BORDERCONTROL

DEPARTURESLOUNGE RETAIL &

WAYFINDING

SELF-SERVICEBOARDING

AIRLINELOUNGE ACCESS

ASSISTEDBOARDING

Facial recognition linked to your token at any touchpoint from first arrival to boarding

Enroll in seconds, wherever convenient

5 seconds to verify

Making travel easier…

‘Your face is your boarding pass’

25 seconds to enroll

+9% passenger satisfaction (North

American Carrier)

100% Mobile enabled Mobile biometric

enrolment, wayfinding,

flight info, chatbots…

100% Self ServiceSelf-Bag Drop,

Mishandled bags,

Lost and Founds…



Taking the pain out of flying with bags

baggage deliveryYour bag

returned, with

less hassle

Self service bag dropAssisted and

standalone

Baggage scanning & trackingBagJourney,

NetScan, BagTrac

Proactive re-flighting WorldTracer with

DCS integration

(in development)

Lost bag self serviceWorldTracer

online, and mobile

MOBILECHECK-IN

ASSISTEDBAG DROP

SELF-SERVICEBAG DROP

LOST BAG TRACING

LOST BAG REPORTING

REFLIGHTING IF REQUIRED

X

LOST BAG DELIVERY

?

Passengers are

more informed,

more in control.

Less hassle,

less waiting

baggage deliveryAutomated

workflow and

tracking

Improved

service quality,

reduced effort,

cost avoidance

for the airline

Fo

r p

asse

ngers

Fo

r th

e ind

ustr

y


Computer visionAircraft turnaround

monitoring using

video analytics

AIRPORT digital twinAI enhanced operational

model, natural interaction,

workforce apps

SITA, Flight AA123 is predicting 30 minutes late on stand, do I have a problem?

Yes, the next aircraft due on stand 10 is BA456 at 14:00 and AA123 will not turn in time


Keeping the operation running smoothly

Knowing what is happening… Making sense of it all…

Arrival prediction Using AI to predict

arrivals 4 hours ahead

instead of 15 minutes

Knowing what will happen…


Technology is enabling a ‘reinforcing cycle’ built on data


Data is

increasingly

accessible

Insights

are actioned

autonomously

Sensors

generate

ever more

data

Artificial

Intelligence

turns data

into insight

5G

And SITA is at the forefront

of this technology innovation


Monitoring

airport traffic,

passenger flow

& turnaround

Baggage

tracking

Biometric

self-boarding

Passenger

service robotics

Data is

increasingly

accessible

Insights

are actioned

autonomously

Sensors

generate

ever more

data

Artificial

Intelligence

turns data

into insight

Airport digital twins

Turnaround

analytics

Published

Data APIs

Open data

standardsData sharing

Trust frameworks

So where are we heading?

The world of 2030…


SITA Air Travel Community

Research Panel Survey

July 2019*

*Statements believed to

be true to a significant

degree by a majority of

survey respondents

‘Trusted identity and

biometrics programs

will be an essential

feature of everyday life’

‘Physical document

checks largely eliminated

due to digitalization and

walk-thru scanning’

Biometrics

are routine

‘Internet connection will

be cheap, fast and

available everywhere –

on the move, in the air’

Everything is

connected

5G

‘Technology will help airports

and aircraft to better utilize

space, lessening capacity

constraints’

‘Operational data will

be shared much more

widely with airports by

all parties involved in

passenger and aircraft

journey - including

multiple airlines, other

airports and ATCs’

‘Passenger assistance,

baggage & cargo handling,

security and operations

monitoring will be highly

automated’

Data sharing

creates value

Operations are

highly automated

“We always overestimate the change that will occur in the next

two years and underestimate the change that will occur in the

next ten” Bill Gates


The future is coming fast, and we are not waiting…

Thys Serfontein - SITA · ‘Technology will help airports and aircraft to better utilize space, lessening capacity constraints’ ‘Operational data will be shared much more widely

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