The Future Trend of Airport Passenger Services Greater convenience, speed and

1. The Future Trend of Airport Passenger Services Greater convenience, speed and control for passengers HOU Kan Regional Head, APCS, IATA Simplifying the Business Ó International Air Transport Association 2013

3. Passenger Experience: Get Ready *************** Note: This is an optional transition slide *************** *************** Note: This is an optional transition slide *************** 09/28/12 8 4

4. NO TYPE OR IMAGES CAN TOUCH THE SKY

5. NO TYPE OR IMAGES CAN TOUCH THE SKY Would this not be better? Easy Simple FastHelpful Friendly Quick Intuitive Speedy Personal Relaxed Smart Stress-less Thoughtful RapidSafeConvenient

6. NO TYPE OR IMAGES CAN TOUCH THE SKY Get Ready!What are the challenges? • Passenger Data • Check-in • Baggage drop-off • Travel Document Check

7. Get Ready! What do passengers want? *************** Note: This is an optional transition slide *************** *************** Note: This is an optional transition slide *************** 09/28/12 4

8. NO TYPE OR IMAGES CAN TOUCH THE SKY What do passengers want? 86% want either to use biometrics / ePassport as their token or to get their boarding pass off airport 76% want to use self-tagging at home or at a kiosk 86% The overall majority of respondents are interested in providing their passport details in advance

9. Get Ready State of the Industry *************** Note: This is an optional transition slide *************** *************** Note: This is an optional transition slide *************** *************** Note: This is an optional transition slide *************** *************** Note: This is an optional transition slide *************** 09/28/12 09/28/12 4

10. NO TYPE OR IMAGES CAN TOUCH THE SKY Fast Travel Program Vision: 80% of Global passengers will be offered a complete suite of self-service options Mandatory Optional

11. NO TYPE OR IMAGES CAN TOUCH THE SKY Fast Travel Global Capability 2015 50% 40% 2014 20% 2013

12. Passenger Data Advanced Passenger Information • Required by over 50 countries Lack of Global alignment • Message format • Exchange mechanisms • Data elements Cost • IT Systems • Fines

13. NO TYPE OR IMAGES CAN TOUCH THE SKY Passenger Data 0.7M Is the amount spent per year per airline as the cost of passenger data (including fines and system maintenance and updates) US$

14. Passenger Data Future Trend • API sharing among more & more countries What will IATA do • Set data transmission standard • Push & Advocate the governments accept the industry standard

15. NO TYPE OR IMAGES CAN TOUCH THE SKY Check- In • Single Token • Eliminate the Boarding Pass

16. NO TYPE OR IMAGES CAN TOUCH THE SKY Biometrics + PNR Immigration Security Check Point Boarding

17. NO TYPE OR IMAGES CAN TOUCH THE SKY nfc

18. NO TYPE OR IMAGES CAN TOUCH THE SKY Bags Ready to Go Self Tagging Bag Drop

19. NO TYPE OR IMAGES CAN TOUCH THE SKY Bags Ready to Go 133 AL / AP Pairs 11% of passengers are offered with self-tagging

20. NO TYPE OR IMAGES CAN TOUCH THE SKY Baggage CollectionLast but important part of the process

21. NO TYPE OR IMAGES CAN TOUCH THE SKY Bag Recovery Solutions Bag recovery solution • Improve delivery process • Accelerate delivery of baggage • Provide pro-active information to passengers • Self-Service claim registration in case of mishandled bag

22. NO TYPE OR IMAGES CAN TOUCH THE SKY Can Bags Services be Better YES Door to Door solution

23. NO TYPE OR IMAGES CAN TOUCH THE SKY Document Check An airline offering the ability for a passenger to self-scan travel documents to perform automated verification of the travel document data against travel data requirements

24. NO TYPE OR IMAGES CAN TOUCH THE SKY Document Check 1969 AL / AP Pairs 41% of passengers are offered with self-service document check

25. Airport Security • The good old days? • Today Simplifying the Business Ó International Air Transport Association 2013

26. NO TYPE OR IMAGES CAN TOUCH THE SKY Checkpoint Security Access and EgressImproving Passenger Flow Process Study • ZHR, CDG, LHR, CPH to identify best practices Data Collection • 142 Airports world wide aiming at identifying the current situation and determine potential solutions Documents established • Recommended Practice and • Implementation Guide • Report on data analysis Airport Diagnosis • To identify bottlenecks and root causes • 2010 • 2012 • 2012 Simplifying the Business Ó International Air Transport Association 2013

27. 09 Security Screening Checkpoint of the Future concept • Joint effort ICAO/ACI/IATA • Integrate passenger information into the physical screening process • Screen according to the risk posed by the individual passenger • Strengthen security by focusing resources on higher risk passengers • Take into account existing airport environments, airport sizes and types of operations • Leverage existing screening equipment, incorporate new technology as it becomes available

28. Checkpoint of the Future – Near term concept

29. Enhanced Security Lane Normal Security Lane Known Traveler Lane

30. Simplifying the Business CHECKPOINT OF THE FUTURE 2014 Introduce differentiated screening Differentiated screening 2017 2020 Fast and Efficient process Simplifying the Business Ó International Air Transport Association 2013

31. New StB Projects in development Simplifying the Business Ó International Air Transport Association 2013

33. Thanks for listening