Nuevo Aeropuerto Internacional de la Ciudad de Mexico

Karima Kouidri

For Mexico City’s New International Airport (Nuevo Aeropuerto Internacional de la Ciudad de Mexico – NAICM),

Foster + Partners and FR-EE had one core goal in mind: Put people first. At 470,000 square meters, it will be one of the world’s largest airports and its flowing form is inspired by flight. But its primary design focus is the passenger experience. With an open air concept, travelers will be able to see the gates and where they are heading in a space full of daylight. The design also anticipates the predicted increase in passenger numbers by 2028 and beyond, along with an expansion plan through 2062 for an eventual six runways. With the ambitious sustainability and terminal design goals, BIM became crucial to making it happen. The sharing of the models from the very early stages made it possible for all teams to access updated information, enabling a smooth transition from the concept stage to a more detailed stage of the design as well as construction.

 

MAG enhance customer experience at its airports

Karima Kouidri

MAG launches technology division to enhance customer experience at its airports

MAG, the UK’s largest airport group, has launched its own technology and e-commerce business to respond to technology-driven changes in the way passengers travel and to move the airport experience into a new digital era.

‘MAG-O’, which opened in new specially designed offices on site at Manchester Airport this month, has recruited a strong team of 65 experts drawn from the technology industry’s biggest names and attracted by the challenge of modernising the passenger experience.

Key hires have included software developers, designers, system architects and user experience specialists.

According to MAG, MAG-O will sit ‘arms-length’ from the rest of the group to encourage the development of innovative and fresh thinking away from the day-to-day operation.

It believes that this approach will help improve the passengers’ end-to-end experience of using the group’s three UK airports through the introduction of better technology and innovative new online products.

The team is seeking much of its inspiration from outside the airport industry and has already trialled, tested and introduced dozens of new initiatives across MAG’s digital footprint, with many of the improvements already proving familiar to users of popular technology brands such as Amazon, Spotify, John Lewis and Asos.

This investment by MAG comes following feedback from passengers that showed that they were underwhelmed by the digital experience on offer at airports generally, and that in recent years their expectations of customer service had increased.

Nolan Hough has been appointed as managing director of MAG-O, having previously run the Group’s car parking operation.

Commenting on MAG-O, Nolan Hough said: “For many of our passengers, the super-slick experiences that they get from dedicated tech companies and popular venues like Disney and the Etihad Stadium are now the norm.

“MAG-O is about bringing that sort of thinking to the way we serve our passengers, so that they can enjoy their time at the airport.

“Our mission is to connect up the journey in so that passengers get a much smoother, and stress-free, experience.”

He goes on: “Everyone within this new team comes to work aiming to challenge the wider business to evolve our passenger offering so it embraces the modern demands of both online and offline customer experience.

“We are essentially a start-up and already MAG-O has introduced a number of changes to the wider MAG operation that have made a noticeable difference to passengers, including how they are able to find and book flights, receive live flight notifications, and purchase car parking & fast track services.

“In the future, we are targeting a truly personalised airport experience where as a passenger you will be guided directly to your parking space via mobile web services, have your food ready and waiting for you at the restaurant of your choice and be able to take advantage of personalised discounts in our shops and then finally be guided to the plane at exactly the right time for boarding.”

One of first tasks for MAG-O has been to undertake a complete redesign and relaunch of the group’s airport websites, with each one now delivering significantly faster load speeds and a more intuitive user experience.

These sites are designed to be used on mobile devices, reflecting the fact that 60% of traffic is from passengers either at the airport or on their way.

The business has also embarked on a programme of trialling and testing new products which will benefit MAG’s passengers, improving the efficiency of its terminal and car parks, and offering passengers new online experiences.

It is also currently redesigning the Group’s back-office systems, including its online retail platforms and car park yield management systems, to maximise efficiency and offer passengers targeted products at the best possible price.

MAG is the operator of Manchester, London Stansted and East Midlands airports in the UK.

Gatwick launches its first passenger app with personalised user experience

Karima Kouidri

Gatwick airport is launching a new passenger-facing app,

one of the several digital innovations that e-retailers can use to their advantage to target the airport’s travellers.

The free app would offer personalised flight alerts, real-time queue updates for check-in and security, intuitive navigation using beacon technology and shopping, restaurant and airport offers instantly redeemable just with a touch of a button.

This means that the holidaymakers and business travellers can enjoy a more seamless experience when travelling through Gatwick as it boasts a range of features. Just with one tap users would be able to receive real-time flight updates on flight status and gate information straight to their phone.

Gatwick has already installed 2,000 navigation beacons guiding travellers through terminal buildings, as part of the airport’s £2.5bn transformation programme. The next move is to accompany this feature with instantly redeemable shopping and eating offers that could be ultimately used by retailers, to send exclusive offerers specific to travellers’ terminals as they pass the stores nearby.

Cathal Corcoran, Chief Information Officer, Gatwick Airport, explained: “Our new app is just one of many exciting digital initiatives that our award-winning digital team is developing. We are transforming the way airport information is communicated and will soon connect passengers to intelligent chatbots using Facebook [RDX VFAC ] Messenger, Skype, and other popular apps. He continues: “The airport’s 2000 wayfinding beacons are also a world first and have the capability to enable augmented reality wayfinding for passengers, making it easier to navigate the airport’s two terminal buildings.”

Other initiatives going live soon as part of Gatwick’s ‘digital transformation’ programme include advanced chat-bots, augmented reality wayfinding and the airport wise-use of Internet of Things.

How Biometrics, Bots & Apps Improve Passenger Experience

Karima Kouidri

As we look to the future, passenger numbers as well as expectations are increasing every year – they are projected to double to nearly eight billion by 2036. Technology plays a very important role in improving the passenger experience. Maneesh Jaikrishna, Vice President, Indian Subcontinent, Eastern & Southern Africa, SITA tells us what to expect in 2018.

ACCORDING TO the 2017 SITA Passenger IT Trends Survey, Indian passengers are becoming more familiar with the use of mobile technology as they use frequently use it on their airline journey. While the use of technology among Indian airline passengers remains high at check-in (87 per cent) and booking (52 per cent), 2017 saw that self-bag drop usage climbed to 21 per cent from 12 per cent in 2016.

Maneesh Jaikrishna, Vice President Indian Subcontinent, Eastern & Southern Africa says, “In India, travellers are increasingly demanding the use of self-service and mobile technology in the airport to speed up their journey. This expectation, in many cases, is running ahead of availability in Indian airports today.” The research shows 54 per cent of passengers would rather opt to use self-bag drop than go to an airline check-in counter, compared to 33 per cent globally and well ahead of the current usage.

Jaikrishna adds, “This is good news for the industry as it provides airports and airlines the opportunity to fully benefit from technology to speed up the journey and drive operational efficiencies, helping them meet the demands of rapidly growing passenger numbers across the country.” India is expected to see passenger numbers grow by 337 million over the next 20 years to 2036, quadrupling from the 141 million passengers in 2016.

Another area that is gaining the attention of passengers is the use of biometrics. India’s national biometric identity system is the largest in the world with over 1 billion enrolled members and Indian passengers have shown greater willingness to use biometrics to speed up their journey through the airport. In 2017, 70 per cent of passengers in India said they would definitely use biometrics if given the option, removing the need to show a passport or boarding card at key points in the airport. This was well above the global average of 57 per cent.

“With only 31 million people flying in 1950, compared to a forecast of four billion in 2017, it’s easy to create a fantastic experience when you’re only dealing with a few people. So how can airports deliver the experience passengers want in this new era of super-busy, low-cost air travel?”, tells Jaikrishna whose firm SITA is the communications and IT solution provider for the world airlines and airports, and is constantly working to bring new solutions to the air transport industry and to examine the potential of breaking technologies. Here, Jaikrishna speaks about the new innovations to help airports improve the passenger experience.

BIOMETRICS, BOTS, AND APPS

Biometric boarding: SITA has worked with JetBlue and the US Customs and Border Protection (CBP) using biometrics for paperless and deviceless self-boarding. The technology uses facial recognition to verify customers’ identity at the gate. There’s no need to show passports or boarding passes. Behind the scenes, the camera station connects to the CBP to instantly match the image to the passport, visa or immigration photos in the CBP database, and verifies the flight details.

KATE: KATE solves the problem of long check-in queues. It is an intelligent check-in kiosk – a robot – that takes itself to congested areas in the airport, using data that’s already available thanks to SITA’s collaborative solutions. KATE improves the passenger experience by reducing check-in times.

Mobile passport control: Miami International Airport is the first airport to integrate the CBP Mobile Passport Control into its mobile app.

TECHNOLOGIES FOR THE FUTURE OF TRAVEL

SITA invests significant time and effort with its airline and airport partners, investigating how new technologies can help the industry become more efficient and improve the passenger journey. So what can we expect for the future?

Internet of Things: In airports, IoT can be used to track assets and resources. Using that data, and ideally sharing it, can streamline all sorts of processes including resource allocation, boarding, baggage handling and aircraft turnaround times. Intelligent machines, which are a cross-over of IoT and AI, can do basic tasks that make the passenger journey better, such as the use of personal locator beacons (PLBs) so the relevant teams and equipments are ready at the gate the second an aircraft arrives at the gate, reducing the potential of delays. It all adds up to smoother airport operations, more efficient passenger journeys and, ultimately, a better, more personalised, passenger experience.

Artificial Intelligence: Using cognitive computing, predictive analytics and other progressive technical capabilities, airlines and airports can predict and, therefore, mitigate the impact of any disruptions. That’s good for business and for passengers. They are also investigating AI-driven chatbots, to give passengers access to more information in a very simple way. Flight Information Displays (FIDs) will be able to recognize the passenger, based on their biometric data, and provide the exact information you need at that exact moment, for example your gate number and how long it will take to walk there.

Blockchain/Distributed Ledger Technology: SITA has worked with British Airways, Heathrow, Geneva Airport and Miami International Airport to investigate how blockchain technology can make the air transport industry more efficient and secure. While we’re several years away from blockchain/ distributed ledger technology becoming a mainstream enterprise technology, it’s becoming very clear that it will have an opportunity to make a significant difference to data sharing. And the more data is shared across the industry, the better the decision-making and therefore the better the passenger experience.

When there is a delay, there are often differences between the information provided by passenger apps, airport flight information displays and airline agents. If everyone has access to the same data, passengers can be given accurate and consistent information, and operations can be streamlined. And the beauty of blockchain is that the data is accessible for all parties involved and each party retains control over their own data.

As we look to the future, passenger numbers are increasing every year – they are projected to double to nearly eight billion by 2036 – and passenger expectations are also increasing. With these developments it’s clear that technology has a major role to play in improving the passenger experience.

source : https://tinyurl.com/ycl2ahzn

Tallinn Airport among ten best in the world

Karima Kouidri

According to the airport guide, Sleeping in Airports, Lennart Meri Tallinn Airport (TLL) is the third best airport in Europe and the ninth best in the world,

based on the overall experience determined by travellers who had taken the site’s 2017 airport survey.

In the annual survey, the guide asked travellers to rate airports worldwide based on their overall airport experience. People ranked their experiences on comfort; services, facilities and things to do; food options; immigration and security; customer service; navigation and ease of transit; cleanliness; and last but not least – sleepability.

“The best airports in the world are the ones that inspire you to book a trip based on the receiving airport alone. From ultra-efficient processes to friendly staff and a wide array of activities you never thought you’d find in an airport, these airports become a memorable part of any trip,” the guide said, adding that the best airports were continuously working to improve. “We’re constantly seeing new developments and ideas come to life, creating a more spectacular travel experience than we thought possible.”

Like a living room

Sleeping in Airports said that, of all the airports voted onto its list of best airports in Europe, Tallinn gathered the biggest number of comments. “Voters wrote in with praise for the world’s ‘coziest’ (and perhaps most inventive) airport. It sounds as though TLL has put particular effort into surprising travellers lately – with locally-themed gates, children reading the airport announcements, and seating made from local fabrics.” Travellers also took delight at the airport book exchange. Just recently, Tallinn became the first airport in Europe to feature a gym within the airport terminal – that also has views onto the runway.

“In general, the consensus among voters is that waiting here is very similar to waiting for a flight in your own home or living room,” the guide said. “The different areas look like they could be your living room, or a cafe in a hip part of town. All gate areas reflect different aspects of Estonia, so you learn and admire even while at the airport arriving or departing,” one survey respondent was reported as saying.

However, the voters wished Tallinn Airport connected to more cities. The lack of flight connections is a well-known issue in Estonia and a constant headache for domestic travellers, many of whom are forced to use the airports in Helsinki and Riga, the capitals of Finland and Latvia respectively, instead.

The airport guide concluded that all in all, the Tallinn Airport proves that bigger isn’t always better – “and that a little bit of love goes a very long way”.

source :https://tinyurl.com/yabutsvs

Haneda Robotics Lab

Karima Kouidri

Haneda Robotics Lab selects seven robots for trials at HND

The seven robots will be trialled at Haneda Airport in 2018, starting from 9 January. 

Japan Airport Terminal Co. has unveiled seven robots, which will be trialled at Haneda Airport to help simplify the airport experience, particularly for foreign passengers.

The line-up of robots can perform a variety of tasks, ranging from helping to transport luggage to providing assistance with language translation.

“Cinnamon”, for instance, can converse with passengers through its built-in artificial intelligence system and provide directions to various points within the terminal.

The seven robots will be trialled in the airport environment from 9 January 2018. The robots cover three categories: security, translation and logistics/baggage transportation.

The trials follow the recent launch of the 2017 Robot Experiment Project led by Haneda Robotics Lab, which is a central element of Japan Airport Terminal Co.’s efforts to accelerate the introduction of robots to Haneda Airport.

With Japan facing a labour shortage due to an ageing population, the country is investing in robotics to provide assistance. The airport operator has said that it hopes to have robots in place across Haneda Airport by 2020, when an influx of visitors is expected for the Tokyo Olympics.

source: https://tinyurl.com/y8cewfd9

 

 

 

 

 

Hitachi Takes Airport Robot Artificial Intelligence to the Next Level

Karima Kouidri

Hitachi’s customer service robot EMIEW3 can switch languages based on what it hears. Image via Hitachi

APEX Insight: With the ability to interface with both passengers and the airport itself, Hitachi’s EMIEW3 robot is an excellent listener and provider of information. New active-learning AI technology promises to improve the quality of customer service provided by the human symbiotic robot.
Hitachi has developed technology that enables its human symbiotic service robot EMIEW3 to spontaneously learn how to respond to questions that it could not previously answer. Through active-learning dialogue data-based artificial intelligence (AI), EMIEW3 can learn about information that may change frequently, such as flight status, and correctly respond to customer enquiries.
EMIEW3, like Aldebaran’s NAO, is a fully humanoid robot, although it only stands three feet tall. With a cartoon-like helmet and a glowing red heart, EMIEW3 gathers sensory input and operational data from security cameras, all of which is processed in the cloud before being sent back to the robot itself.
The robot’s connectivity gives it the power to find opportunities to assist beyond its own line of sight. While providing service, EMIEW3 can switch languages based on what it hears: The video below shows EMIEW3 greeting a lost passenger in Japanese, and immediately switching to English when the traveler asks, “Where is the tourist information?”

Hitachi’s service robot is also physically self-sufficient – should EMIEW3 fall over, it can stand up on its own. This is a big deal in robotics, as this video by Boston Dynamics shows.
Airports have been designing interiors that can support robot staff, and several trials of robot guides have already been run. Those robots tend not to be humanoid, though, more closely resembling mobile check-in machines with a few nods towards anthropomorphism. A robot resembling the people with whom it interacts, with constant access to ambient information about not only where and when planes are landing, but also when travelers in the area seem lost, is a game-changer. EMIEW3 is not just a standalone robot, but a physical extension of the airport itself.
Hitachi is not new to the robot game, of course, having innovated in robotics for over half a century, demonstrating a robot with artificial intelligence as early as 1970. EMIEW3 was most recently demonstrated at the Halcyon Dialogue VIP Robotics Showcase in Washington, DC this week, and it just can’t wait to show you to your gate.

https://tinyurl.com/ydemlbe8