Chatbots, MVPs and startups – Geneva Airport’s innovation department reveals latest plans
FTE Founder Daniel Coleman met with Geneva Airport’s Hamidul Huq, Innovation Project Manager, and Gilles Brentini, IT – Airport Innovation Manager, to find out how they plan to improve the passenger experience and operational efficiency.
Geneva Airport has an impressive track record when it comes to trialling and adopting new and emerging technologies, and the innovation department has big plans in place for 2018.
In the past, the airport has been a leading implementation site for things like self-service processing, home-printed bag tags and even passenger-facing robots. Today, technological innovation remains at the centre of its strategy to improve the passenger experience and operational efficiency.
As Gilles Brentini, IT – Airport Innovation Manager, and Hamidul Huq, Innovation Project Manager, explained to FTE during a recent visit to Geneva, an artificial intelligence chatbot, which is currently in beta, will soon be launched on the Facebook Messenger platform. Brentini explained that the chatbot will help to bring the right information to passengers when they need it and can help to “bridge the gap between the airline experience and the airport experience” in the future.
Another project that the innovation department is focusing on is called GVA Welcome. Huq explained that the idea behind this is to “create a better experience between the people who arrive at the airport and the people who are waiting for them at the airport”. Having already created a minimum viable product (MVP) in late-2017, they are now working on integrating it with the Geneva Airport app.
Brentini, Huq and their colleagues also have a keen interest in the startup scene and they are utilising their connections in Geneva to identify startups that can potentially support their innovation efforts. In fact, following last year’s Recoding Aviation hackathon, Geneva Airport – alongside Copenhagen Airport, Swedavia and Schiphol – have been incubating two startups. “We are open to working with more (startups) and receiving more ideas,” Brentini stated.
Creating business cases for blockchain and robots
Other technologies that are towards the top of their watch list are blockchain and robotics. Geneva Airport, in collaboration with British Airways, Heathrow Airport, Miami International Airport and SITA Lab, recently took part in the FlightChain research project, which explored if and how blockchain can help to create a “single source of truth”.
When quizzed about the potential of blockchain technology, Brentini told FTE: “Blockchain is obviously very hot at the moment and in Geneva there are several initiatives to develop blockchain projects; there is real belief that it’s going to bring value to the market. I’ve seen a few very interesting projects and I think the airport is a good candidate because there are multiple partners and blockchain is very interesting when you’ve got various partners working on the same subject, which also requires trust and confidence.”
Referring to the FlightChain project, he described it as Geneva Airport’s “first step into blockchain” and added: “It’s a good initiative to put people together in the airport world. That’s definitely something that we need to do more, and it’s the best way to deliver more innovative use cases.”
Geneva Airport has a strong track record when it comes to trialling robots. Among those that have already been trialled is “Leo” the baggage robot.
As for robotics, the innovation department is “still experimenting to find the right use cases”, but Brentini and Huq see lots of potential. “Robbi” the autonomous information robot was trialled back in 2013 to guide passengers to points of interest such as services and shops. It inspired Sita’s “Leo” the baggage robot that was trialled in 2016, while “KATE” the autonomous check-in kiosk is the latest robot to be spotted at Geneva Airport. The three robots have been using the same Swiss navigation technology.
While it is still relatively early days for robots in the airport environment, Brentini said he believes passengers are open to interacting with those that can offer value. “It’s still pretty early to have robots in an environment like an airport but it’s definitely going to move very fast and we want to be ready for that. That’s why we’re experimenting with these use cases,” he said. Other potential use cases, he added, are using robots to deliver products to the gate and to support language translation.
The key to a more widespread rollout, though, is proving the financial business case. “It’s a question of being able to spread the service with more than one robot,” Brentini continued. “You have to maintain the robot and you have to find the right people to do it. As soon as you have 10 or 12 robots there is a good reason to have a team that can do that, but we need to get the price down in order to justify having more than one robot.”
Wish list: E-tags, security advancements and mobile biometric enrolment
While Geneva Airport’s innovation department is working hard to uncover fresh use cases for a variety of new technologies, they are also hoping that the wider industry can deliver improvements in some other areas.
For example, Brentini stated that he hopes to see a viable permanent electronic bag tag so the airport can move more of the check-in process offsite; he would like to see technology delivered that allows passengers to keep their laptops in their bags at the security checkpoint; and he is keen to see registration for biometric-enabled processing enabled on smartphones, so passengers can arrive at the airport already registered for their biometric token.
Rather than sitting back and waiting for these products to be delivered, Brentini, Huq and their colleagues will continue to innovate to establish how technology can improve the passenger experience and deliver operational benefits for Geneva Airport and all of its partners.
United Airlines executives know few things frustrate customers as much as not knowing why their flights are delayed, so starting Monday it plans to test a new system in Phoenix and Houston that’ll tell passengers far more about their late flight than they ever expected to learn.
It’s a program called, “Every Flight Has a Story,” designed to help the airline better communicate with passengers about delays. Between Monday and Feb. 16, customers delayed at least an hour in Phoenix and Houston will receive unusually detailed information via text, email and the airline’s mobile app telling them why United delayed their flight, according to information shared this week with flight attendants. Flight attendants will receive the information five minutes before customers through a push notification sent to their mobile devices, ensuring customers will not know more than they do.
United is trying the approach as it tests new ways to reduce traveler anxiety and stress. Often, the airline suspects, customers get nervous because they don’t know what’s happening, and they lack control. United usually gives passengers vague reasons for why their flight is late, such as “delayed due to aircraft maintenance.”
“We have situations where our customers are super-frustrated because we can’t tell them what’s going on — a maintenance delay, weather, or rolling delays,” Scott Kirby, United’s president, told employees at a town hall meeting last year in Los Angeles. “They’re frustrated with that, or they think we’re lying to them.”
A United spokesman did not reply to emails about the airline’s “Every Flight Tells a Story” trial. However, last year Kirby outlined the basics, giving an example of a brief test the airline tried at Newark. That day, Kirby said, United delayed many Newark flights due to weather, even though the weather in the Northeast and the Midwest was “perfectly clear.” The problem was a line of thunderstorms in Virginia and the Carolinas. Planes coming from Florida needed to fly around the storms, and they landed late at Newark. Usually, Kirby said, “we would just say weather delay, and people look out and say it’s perfectly clear here, it’s perfectly clear in Chicago, you’re lying.” Instead, Kirby said United sent customers a picture of the thunderstorms, with a note saying, “…your plane is coming from Fort Lauderdale and it has to divert around this so it is going to be late getting here.” It generally worked, Kirby said. “No one likes a delay but at least they understand,” he said. “If we can tell people what’s going on, it will relieve so much stress and so much tension.”
across the globe will be tasked with the challenge of identifying the new and emerging technologies that have the potential to improve the customer experience and enhance operational efficiency both on the ground and in-flight
. Here, FTE highlights the technologies and trends that we expect to play the most important role in reshaping the air transport industry in 2018.
Biometrics
In 2017, JetBlue collaborated with U.S. Customs and Border Protection (CBP) and SITA to test a biometric-enabled self-boarding process.
The potential of biometrics in the air transport sector has been clear for some time but now that it is gaining traction across the industry, the technology could start to have a truly transformative impact. The trend towards biometric-enabled processing can be seen around the world. In 2017, a number of US carriers – including Delta and JetBlue (as well as government agencies like the TSA and CBP) – invested in trials of fingerprint and facial recognition technology. Elsewhere, Heathrow installed 36 biometric-enabled self-service boarding gates in Terminal 5; Hamad International Airport revealed plans to implement a system in which “your face becomes your passport”; Changi Airport Group opened the new Terminal 4, which includes biometric technology at all of the key passenger touch-points; and Sydney Airport shared with FTE its plans to trial end-to-end biometric-enabled passenger processing from mid-2018. Elsewhere, biometric-based recognition has been implemented at the entrance to airline lounges, and integration of the technology into signage and flight information display systems (FIDS) has been touted as a means to serve passengers with personalised information and offers.
Biometric technology won’t just impact the travel experience on the ground, though; it could also reshape the experience at 35,000 feet. In fact, as part of their strategic partnership, Panasonic Avionics Corporation and Tascent have already hinted at using biometric technology onboard aircraft to facilitate seatback immigration and simplify in-flight payment.
The integration of biometric technology into consumer devices, such as the iPhone X, which features facial recognition technology, is helping to familiarise members of the public with the technology and this, in turn, should help to encourage people to embrace the technology when travelling. As airlines, airports and their partners continue to work towards the goal of creating a biometric-enabled single passenger token, the number of trials and implementations involving the technology will continue to rise throughout 2018.
Blockchain
During the blockchain-based research project involving BA, LHR, GVA, MIA and SITA Lab, more than 2 million flight changes were processed by the smart contract and stored on FlightChain.
Blockchain is very much a buzzword at the moment and while it is still relatively early days for the technology, many in the air transport sector see a great deal of potential. The technology is most closely associated with cryptocurrency, but blockchain is about much more than Bitcoin. As blockchain essentially provides a secure digital ledger of transactions and agreements, it holds potential in any project that involves the sharing of data.
While it is likely to be a long time before blockchain is at the heart of the air transport industry, the early excitement suggests that it certainly does have a role to play. You can expect to hear about more airlines and airports taking their first steps into the world of blockchain over the next 12 months.
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Artificial intelligence
KLM customers can converse with KLM’s BlueBot and book their tickets through Facebook Messenger.
2017 was the year that artificial intelligence (AI) really came to the fore in the air transport industry. After years of being labelled “the next big thing”, a large number of airlines rolled out AI-focused products. Chatbots that can answer the more basic questions are now becoming commonplace, with airlines ranging from Air New Zealand to Aeromexico and Icelandair to Lufthansa now offering their customers support through such a channel.
Beyond chatbots, some of the more forward-thinking airlines are already implementing AI in other areas. KLM, for example, is using the technology to complement the efforts of its social media service agents. Automated answers to straightforward questions can be provided by AI, which frees up the human agents to deal with the more complex enquiries.
AI also holds potential in a number of other areas, such as real-time predictive pricing, predictive aircraft maintenance and operational efficiency on the airfield, further highlighting its broad appeal to airlines. Airports also stand to benefit from the AI advancements, as is highlighted by the fact that Beijing Capital International Airport will soon be making use of Alibaba Group’s AI-enabled “Aviation Brain” to help ease congestion. As more carriers follow in the footsteps of the first-movers, and the use cases for AI mature, the technology will play an increasingly important role throughout 2018.
Robotics
A total of seven robots will be trialled at Haneda Airport in 2018, starting from 9 January.
It would be remiss to discuss artificial intelligence without considering robotics. This time last year, there was lots of talk about customer-facing robots that can provide on-the-spot assistance to passengers but it is perhaps in operational roles that robotics will have the most telling impact.
Japan Airport Terminal Co., Ltd.’s Haneda Robotics Lab has emerged as a front-runner in this space and will soon trial seven robots in a live airport environment. These robots will be able to perform a variety of tasks, ranging from transporting luggage to proactively identifying potential security risks. The ultimate goal is for a fleet of robots to be deployed at Haneda Airport before the start of the Tokyo Olympics in 2020. Elsewhere is Asia, Incheon Airport has also been exploring the latest generation of robots and recently hosted a trial of LG’s Airport Guide Robot and Airport Cleaning Robot.
During a recent interview with FTE, Dubai Airports’ EVP, Technology and Infrastructure, Michael Ibbitson, offered insight into the possible future role of robotics in the air transport industry. He explained that baggage handling could be transformed by replacing centralised conveyor and track and tray systems with a system built around individual baggage transportation robots. He said: “I think there is so much fantastic opportunity in that space right now. Every airport needs to be keeping an eye on it.”
While the passenger-facing robots often grab the headlines, it could well be the operational robotics deployments that make the biggest impression in 2018 and beyond.
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Baggage
The BAGTAG device can be attached to suitcases and bags using fastening screws and a mounting plate. Lufthansa Group is the first airline group to offer the device.
Technological advancements are also helping to bring about a revolution in the baggage space. Self-service bag drop is now widespread but a new wave of developments is starting to entirely redefine baggage handling as we know it. Airports around the world are having to process more passengers and bags than their terminals were originally designed to handle. Referring to this capacity crunch, IATA CEO Alexandre de Juniac recently stated: “We are headed for an infrastructure crisis.” Clearly, new solutions must be developed in order to support future growth.
Some stakeholders are already taking action. Lufthansa Group, for example, has partnered with BAGTAG in a move that allows passengers flying with Lufthansa (which was also the launch customer of the RIMOWA Electronic Tag), SWISS and Austrian Airlines to purchase a re-usable, electronic bag tag, instead of having to have traditional paper bag tags attached to their suitcases every time they fly.
In late-2017, it was announced that American Airlines’ passengers flying from London Heathrow Airport can now make use of the AirPortr end-to-end baggage delivery service, which removes the need for them to transport their own luggage from the hotel to airport. British Airways also offers this service in and around London. Elsewhere, Fiji Airways has launched Resort Check-in, which allows passengers to check in their bags in the hotel lobby before they travel to the airport. As well as offering convenience to passengers, each of these services can also help to reduce check-in queues and the number of bags being brought into the airport terminal, therefore freeing up some much-needed capacity.
2018 is also a big year as IATA Resolution 753, which is all about baggage tracking, will come into effect in June, so airlines and airports must ensure they are ready to provide real-time, accurate baggage tracking throughout the process. Without doubt, 2018 will be a significant year in the baggage space.
Startups and scaleups
FTE launched the FTE Startup Hub in January 2018, with JetBlue Technology Ventures announced as the launch Corporate Partner.
In recent years, there has been a shift in mindsets among airlines and airports. While they have traditionally turned to well established, decades-old suppliers for new products and services, many are now looking to the startup scene for their next wave of inspiration.
The likes of Lufthansa, San Diego International Airport, SAS, WOW air, Hartsfield-Jackson Atlanta International Airport, Emirates and Changi Airport Group all have innovation labs or programmes, each of which places a big focus on exploring possible collaborations with startups. Furthermore, the likes of IAG, Qantas and JetBlue Technology Ventures play an active role in incubating and/or accelerating startups and scaleups. The thinking is relatively straightforward: the more forward-thinking airlines and airports are keen to work with the agile, fast-moving startups that could reshape the industry in the years ahead.
In 2018, you can expect more airlines and airports to take the plunge into the startup scene as part of their efforts to improve customer experiences and enhance overall business efficiency.
To help airlines, airports and other corporate organisations identify and engage with the startups and scaleups that can help them achieve their innovation objectives, FTE has launched the FTE Startup Hub. It’s free for startups and low-cost for corporates. Visit the FTE Startup Hub website to find out more.
Translation technology
Air NZ is exploring the potential of live translation using Google Pixel Buds both inflight and in the airport environment.
We could have squeezed this one into the “artificial intelligence” category but such is its potential, we decided it deserves a mention in its own right. The travel experience can be daunting when you’re in an unfamiliar environment and don’t speak the local language but this could be solved thanks to artificial intelligence and machine learning technology.
The Google Pixel Bud Bluetooth earphones support live translation between 40 languages and this has already caught the eye of Air New Zealand, which is trialling the technology in the airport terminal and onboard aircraft. Also, at FTE Asia EXPO 2017 last November, Airport Authority Hong Kong’s General Manager Smart Airport, Chris Au Young, outlined the merits of smartphone-based signage translation in the airport environment.
A number of the technology giants, including Microsoft and Facebook as well as Google, are investing heavily in translation technologies, and airports and aircraft could provide ideal environments for these technologies to flourish.
Augmented reality
This mock-up shows what the augmented reality wayfinding tool would like when integrated into a Gatwick or airline app.
Augmented reality (AR), virtual reality (VR) and mixed reality (MR) were all hot technologies in 2017, with use cases ranging from immersive IFE to airport wayfinding and remote airport operational control centres. While all three technologies are likely to grab headlines in 2018, augmented reality has perhaps the most immediate potential in the air transport space.
As an example, Gatwick Airport unveiled blue dot navigation and augmented reality wayfinding last year, which allows passengers to use the camera function on their device to view AR directions to wherever they need to go within the terminal. Airport Authority Hong Kong has been paying close attention to AR wayfinding too, while Copenhagen Airport was a trailblazer in this space and launched the first version of its own AR wayfinding tool a full seven years ago. The technology has advanced since then, though, and with the likes of Apple making a big play in the AR space, it is likely to gain more traction over the coming year.
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Internet of Things
A technology trends report wouldn’t be complete without a mention of the Internet of Things (IoT). In fact, IoT is what can tie together a number of the aforementioned technologies and help to create a simpler and more seamless end-to-end travel experience.
It looks more likely than ever that in the future all “things” will be connected – from airport assets to IFE systems and sensors integrated into seating – providing the industry with a constant stream of data which, if used correctly, could deliver new levels of operational efficiency and enable personalisation like never before.
Cyber security
The deployment of new and emerging technologies, and the on-going digitalisation of the air transport industry, brings with it a number challenges, and keeping systems secure is one of the biggest tasks faced by airlines and airports.
According to SITA, which is collaborating with Airbus in the fight against cyber threats, cyber security is the number one priority for airlines’ and airports’ IT spending in the three years up to 2020. In fact, 95% of airlines and 96% of airports plan to invest in major programmes or R&D on cyber security initiatives over the next three years.
While the on-going digital transformation being experienced across the industry will bring about myriad customer experience and operational benefits, cyber security will be a crucial topic as airlines, airports and their partners continue to strengthen their digital defences.
In this spectacular video,You will see what are the world biggest airports projects in the world.airport are essential for our travel to foreign countries.
Normally airport are boring and disgusting. But there are some airports that are spectacular and are changing the airport industry forever. Travel will never be the same.The future of travel and transportation will never be the same again! 5-The Vietnam Long Thanh International Airport :This big mega project will cost 8 billions ad will reshape the tansportation in vietnam forever.The construction will start in 2019 and will be finished in 2025. 5-Istanbul(turkey)new airport:This mega project that will cost 30 billions$ will change the face of Turkey and Istanbul forever.All the amenites will be included and it will be one of the smartest airports in the world.It will open in 2018. 3-Abu Dhabi international airport:Abu dhabi is less know that Dubai,but its the capital of uae(united Arab Emirates)This airport will have an amazing architecture.There are no words to tell how incredible will be this airport. The future airport will open in 2019. 2-Mexico New International Airport: This mega airport will be incredlble and amazing.With its futuristic architecture,it will be one of the best and most beautiful airports in the world.The opening date is scheduled for 2020. 1- Changi Jewel airport in Singapore This airport is know as the most advanced and automated in the world. There is everything there. There are gardens,movie theaters,lounges,fountains,and you dont need to be checked by humans there. but Jewel Changi will be the most beautiful and the best airport ever.a Fountain will be included and a artificial garden too. Bonus:The Beijing airport in china want to expand and become the world biggest airport in the world. Dubai want to do the same to by expanding its current airport.
New technologies are changing the airport security landscape across the world.
The global airport security market is projected to grow seven per cent a year compounded annual growth rate (CAGR) until 2024, reaching a value of $16 billion, according to a report by Global Market Insights.
The constantly changing face of illegal migration trends, terrorism threats and transnational organised crime methodologies have made airports look at new methods and solutions to tackle these extraordinary security challenges and risks.
Security continues to play an increasingly important role as airports remain keen to accelerate their outputs, minimise disruption and ensure better customer experience. Airports in the Middle East, especially the UAE, have been at the forefront when it comes to adopting the latest security technologies.
More than US$100 billion worth of airport-related projects are planned and underway across the Middle East and North Africa (MENA) region as governments look to update and expand their infrastructure.
The International Air Transport Association (Iata) expects 7.8 billion passengers to travel in 2036, a time when the Middle East air passengers would reach the 517 million mark.
The UAE is projected to handle approximately 1.85 million flights in 2030 per annum. The Arabian Gulf airports are to handle 450 million passengers by 2020.
Given such growth on the horizon, the demand for latest innovations in airport security is burgeoning. The scenario is likely to remain unchanged for years if not decades to come.
“Technology plays a key role in enhancing our ability to grow, innovate and sustainably improve the experience of airport travellers,” said Major General Pilot Ahmed Bin Thani, deputy commander-in-chief for Ports Affairs, Dubai Police. New technologies, smart solutions and new trends have already began to reshape the airport experience, he added.
The senior Dubai Police official said: “A raft of new technologies like biometrics, robotics, artificial intelligence, Internet of Things (IoT) are redefining the airport experience and security. Biometric verification of passports and contactless entryway checkpoints are two examples that have enhanced the security.
“Airports, visited by millions of people, are particularly susceptible to security challenges and risks. Airport security has become an unavoidable reality of the aviation. Therefore, technology is a crucial factor in enhancing the safety of these essential facilities and facilitating the safe travel of millions of travellers whose numbers are expected to double to more than seven billion by 2036 according to the Iata expectations,” he said.
The most future proof airport security products and services from around the world will be on display at an exhibition being organised as part of Airport Show in Dubai in May.
One of four co-located events at the 18th edition of the world’s largest annual airport exhibition, it is being held under the patronage of Sheikh Ahmed bin Saeed Al Maktoum, president of Dubai Civil Aviation Authority (DCAA), chairman of Dubai Airports and Chairman and chief executive of Emirates Airline and Group.
The three-day business to business (B2B) event will take place at the Dubai International Convention and Exhibition Centre (DICEC), a cutting-edge facility offering more than one million square feet of multipurpose halls. The Airport Show, organised by Reed Exhibitions, occupies three halls with a gross space of over 15,000-sq-m.
With 7,500 attendees from over 90 countries, the Airport Show is as an ideal platform for the Middle East, Africa and South Asia’s aviation authorities to get first-hand knowledge on emerging aviation trends and technologies.
Airport Security Middle East will highlight the latest technology from biometrics, scanning, face recognition, border control, access control, CCTV and other security solutions from across the world.
The event will also include a dedicated conference with international and regional experts sharing the latest studies in a series of high-level presentations and panel discussions. Over 150 officials from airport security, immigration, customs and homeland security will be attending the conference, including senior security officials from Dubai, Abu Dhabi, Sharjah, Oman, Bahrain and Saudi Arabia.
Meanwhile, Business Connect, a digital matchmaking service for the event will host top officials from regional Airport Security departments and will facilitate over 500 pre-scheduled meetings for Airport Security exhibitors and visitors at the event.
Leading global security solution providers exhibiting at the event include Nuctech Middle East, Sinocloud Wisdom (Beijing) Technology Company, Smiths Detection, Technical Square Group, Accura Scan, Al Fajer Trading, CEIA S.p.A., CEM Systems, and Data Capture Systems, amongst many others.
Daniyal Qureshi, group exhibitions director, Reed Exhibitions Middle East, said: “The aviation industry’s growth brings its own set of threats which airports need to effectively handle. Smart Technology plays a major role in helping airports stay ahead of the constantly evolving threats. We are entering a challenging period as machines become better at threat detection and so it is important to understand where human interaction is still needed and how we maintain their vigilance and engagement in systems that require less intervention.”
The Airport Show in Dubai will take place at the DICEC from May 7 to 9.- TradeArabia News Service
The Voyage Team, a division of video technology solutions provider Piksel, has launched a new Amazon Alexa Skill for passengers at London Heathrow Airport.
The software enables Heathrow customers to ask Alexa for live flight status information, gate updates and details on arrivals and departures.
Working with Heathrow, the joint project team overcame the challenge of enabling users of Alexa devices to access information on around 1,300 aircraft movements a day. With more than 80 airlines, Heathrow’s new Skill needed to understand queries related to multiple carriers and interpret alphanumeric codes.
The Skill draws on the data within Heathrow’s own flight information data hub, which collates all flight schedule information. Travelers can now use Alexa alongside the London Heathrow website and mobile application to access consistent flight data, 24 hours a day.
Stephen Glenfield, senior digital manager at Heathrow, said, “Delivering detailed flight information directly to customers within their homes is another fantastic milestone in improving our digital experience. Launching the first airport-specific Alexa Skill in the UK ensures easy access to the latest flight information, helping passengers to plan their journey more effectively and improve their experience from start to finish.”
Dave Wood, client director at The Voyage Team, said, “We have worked with Heathrow since 2005 and have a shared focus on providing the best experience for Heathrow customers. Alexa is an exciting new frontier in customer service, and by adding an Alexa Skill, Heathrow is ensuring that it is serving technology-savvy customers and is ready for the growing trend in voice-based services.”
Bziiit is a specialized in the capture, analysis and animation of ultra local data.
Bziiit’s objective is to help operators improve the profitability of their premises. Bziiit automatically generates macro analyses, customer insights and even profiling.
The innovation lies in the orchestration of multi-sourced data.
Capture : via your I.S, I.O.T, the web and social networks, chatbot.
Analysis : data visualisation, organisation, reporting, chatbot, heat-map…
Animation: chatbot, newsletters, community management, advertising campaigns…
Meet them at Las Vegas CES 2018.
A word from the CEO :
“Our mission is to reveal the development potential of a territory through a precise and detailed capture of digital data (tourism destination, agglomeration, city, through the data of operators and boxes for tracing movements), a place (city centre, shopping area, tourist zone), a point of sale (airport, tourist park, shops, festivals…) and to help elected officials to protect themselves from privatization…”
What if they built a cognitive system that knew when you were coming through the gate and made sure the airport was ready to provide you a smoother experience?
Did you know airports are just as worried about competing for your business as everyone else? Next time you walk through an airport terminal, think about all the systems and processes swirling around you, or could potentially swirl around you, intended to improve your experience there. If you were the CIO or IT director of the facility, what would be the focus of your efforts?
Imagine all the tech possibilities with Chicago O’Hare.
Photo: Joe McKendrick
The airport customer experience happens at two levels – either delivered by the airline or by the airport itself. With evolving technology based upon artificial intelligence and data from the Internet of Things, airports are poised to dramatically increase their delivery of more satisfying customer experiences. At least, let’s hope.
I had the opportunity to sit down and with Mark Gamble, senior director of product marketing for analytics at OpenText at the vendor’s confab earlier this year, to discuss the possibilities. Gamble, who has been focused on employing technology to make customer experiences more engaging, is working with a large Asian airport, helping it to leverage cognitive analytics to deliver a more satisfying experience to transiting passengers.
“The concept what they want to solve is very simple,” Gamble explains. “We’ve all suffered the inefficiencies in airports – the escalator is broken, so you have to lug your bag to the top. Then you get to the restroom, and it’s messy. All these things contribute to lower customer satisfaction.”
In this case, the airport he worked with — like most others across the world — suffered from inefficiencies associated with the usual maladies — security line backups, foot-traffic bottlenecks, malfunctioning escalators and messy or overflowing washrooms. Believe it or not, things like this ultimately cost airports millions of dollars every year in lost passenger revenue. That’s because if an airport gains a reputation as providing substandard experiences, passengers — and eventually the airlines that serve them — begin to try to avoid it.
“What if we built a cognitive system that knew that a plane was coming in early, and knew the connections people needed to make, and knew to put those connection gates as close as possible, and knew to dispatch the gate crews, bathroom maintenance crews, to make sure that the flow of traffic was never blocked?” Gamble asks.
The Asian airport addressed the problem by employing cognitive analytics — part of OpenText’s Magellan platform — to analyze data captured from around the facility and make real-time or near real-time decisions to alleviate or even prevent issues. The system analyzes foot-traffic data captured from hallway/doorway sensors and security cameras, and combines it with weather data and real-time flight arrival data from the control tower, to help manage gates better by automatically opening those closest to connecting gates, dispatching gate crews, and alerting facilities staff when and which washrooms to clean. All decisions are acted upon instantly and without human intervention.
The key to achieving this, Gamble says, “is by listening to, and intelligently reacting to data.” The solution weaves together data streaming through algorithms built on the machine-learning capabilities of Apache Spark.
This holiday season — and the rest of the year for that matter — many of us will be trudging through congested airports, incurring the stress of long lines, missed connections and rushed meals. It’s reassuring to know that IT and data specialists are working to make this a more positive experience.
In a world-first, Dubai Airports and ITP Media Group have joined to launch Time Out DXB, a new media brand with the opportunity to engage with the 90 million passengers that pass through the world’s leading international airport every year.
Sue Holt, Executive Director ITP Media Group and Eugene Barry, EVP Commercial at Dubai Airports with a larger than life Time Out DXB front cover (Photo: AETOSWire)
From February 2018, passengers passing through all terminals at Dubai International will have real-time access to the latest offers in food and retail outlets, plus experiences and leisure activities, via the brand-new app and monthly Time Out DXB magazine. By downloading the App, using the airport’s free Wi-Fi, they will receive curated information based on their travel status – with users able to choose between transit passengers, tourists and residents. The 88-page English-language magazine will be circulated free-of-charge throughout the airport’s terminals.
The ultimate showcase for both DXB and the city of Dubai itself, the Time Out DXB brand will shed light on everything from the hottest concert in town, to the newest hotel suite, to the latest restaurant opening. It will also showcase Dubai International as a ‘city within a city’.
“We are transforming the airport customer experience, and the development of Time Out DXB is another step towards redefining the way people experience our airport and the city we call home. With more exciting developments in the airport over the coming year, Time Out DXB will help passengers navigate their way through all we have to offer at DXB, now and in the future. The media brand Time Out is world-renowned for its ability to celebrate and promote the very best destinations around the globe, so adding DXB alongside the likes of New York, London and Sydney is quite something,” said Eugene Barry, EVP Commercial, Dubai Airports.
Both platforms will be filled with expert recommendations on airport dining and relaxation options, shopping bargains and information on the latest musicDXB concert or artDXB exhibition. From grab-and-go food outlets to luxury dining, swimming pools to spas, hotels to kids’ play zones, art displays and even live music stages, Dubai International has something for everyone.
Ali Akawi, CEO of ITP Media Group, said: “In laying out his UAE Vision 2021, His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, challenges us to ‘work harder, be more innovative’. These have been our guiding principles as we sought to develop a media brand that truly showcases a great city and a great airport, using the latest technologies to enrich the user experience. Time Out DXB is the result, which we believe will also inspire millions of people not just to visit Dubai, but like us, one day call it home.”
“Dubai is a leading business and tourist destination and Dubai International is a window to the Emirate, playing a critical role in creating that valuable first impression and attracting transiting travellers to Dubai. We are well-primed to be a compelling destination for connecting travellers and this partnership is sure to yield dividends in terms of helping us reach our goal of 20 million tourists by 2020,” added Issam Kazim, CEO, Dubai’s Corporation for Tourism and Commerce Marketing (DCTCM).
Sue Holt, Executive Director ITP Media Group and Eugene Barry, EVP Commercial at Dubai Airports with a larger than life Time Out DXB front cover (Photo: AETOSWire)