Wireless technology in passenger management : the Geneva … Events/ASQ Speeches... · 2018. 8. 16. · Wireless technology in passenger management : the Geneva Paxflow pilot Airport

Wireless technology in passenger management : the Geneva Paxflow pilot

Airport Service Quality & Facilitation Conference1 April 2008Pudong Shangri-La HotelShanghai

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

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

The Paxflow PPA Card : an electronic boarding pass

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

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

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

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

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

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)

Geneva real-time visual dashboard

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

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

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

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)

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

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

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

Next steps• Pilot phase 2 : autumn 2008

– Frequent users– Larger scale aircrafts, flights

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

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

Thank you !

[email protected]

Geneva International [email protected]