Airport IT&T 2013 Lloyd Gozzett

“The whole is greater than the sum of its parts” Aristotle

Lloyd Gozzett

Airport Technology Leader (Former Manager of Airport and Airline IT Operations,

Emirates)

“THE WHOLE IS GREATER THAN THE SUM OF

ITS PARTS”

How can Airport and Airline Technology Managers Collaborate to Improve Customer Experience and

Efficiency of the Passenger Journey?

Lloyd Gozzett – Aviation Technology Leader © Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92

Industry background

© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92

• Airport and Airline Technology Manager

• Large Airports across UK and Middle East

• Missions critical pax facing technology

• Accountable for Airport technology on behalf of Emirates at DXB and network

• Opening of Concourse A – world’s first dedicated A380 terminal

Industry outlook


• Substantial growth

• +30% or +800m pax by 2016

• Aircraft orders up

• 55% - 2011 v’s 2013 at DXB airshow

• Larger planes

• A350, A380, 777X

• … is Airport capacity growing at the same rate?

Aviation Technology Today


• Mature suite of products

• Varying levels of differentiation

• Customer has a great choice of solutions

• …. it’s a good place to be


• Airport & Airline Technology investment, typically

• Costs money

• Takes time

And in the meantime the industry continues to grow…

Challenges


• Nearly 20 years since the arrival of the first SSK

• .. the answer lies over 2000 years ago

So what with Aristotle..

DATA EXCHANGE DATA FUSION


• Improved airport planning

• Improved airline decision making

• Improved passenger experience

• Airport and Airline differentiation

Key benefits


Data Exchange Model

Airlines

Departing PAX loads

Check-in status

Arriving PAX loads

Transferring PAX v’s Immigration Clearance

Bag / Pax ratio’s

Passenger Tracking

Airport

Terminal Congestion Forecast / Queue metrics

Security Clearance Demand / Capacity

Baggage reclaim allocation

Transfers / Border control process times

Forecourt Congestion

Passenger tracking


Real life applications…

Late to Gate

• Predict to within 80% accuracy if a passenger is likely to be late to gate…

• 20 – 30 data points

• Monitor across the pax journey and provide assistance as required

• Benefits to all parties

• OTP, Customer Service, Congestion, Waste



Border control and clearance

• Accurate pax loads • Connecting / non connecting loads

• Passport profile

• Accurate ATA

• Accurate On Chox / VTT / Doors Open

• Stand location

• Offload times / airport transit times



Passenger Tracking • Monitoring and sharing passenger transition

through various touch points • Arrival, Check-in, Security, Lounge, Gate • Communicating with passenger via mobile apps,

SMS, social media, airline/airport staff

• Benefits to all parties • OTP, Customer Service, Retailing, Personalisation


Creating an environment for collaboration • Ensure the organisation has correct structure

• Business Technology Relationship Management

• Have the right people in these roles • Airport and Airline Operational knowledge • Technology Leadership • Relationship Management • Problem solvers • Innovators

• Promote formal and informal forums for collaboration and innovation

• Test, trial and learn together – builds trust and understanding

1+1=3


DATA

SHARE

FUSE

ACT

TEAM

Airport IT&T 2013 Lloyd Gozzett

Business

Transcript of Airport IT&T 2013 Lloyd Gozzett