Bergen Airport Wait Time Woes a Thing of the Past

Karima Kouidri

Bergen Airport is following the example of its Avinor sister airports,

Oslo and Stavanger, by implementing BlipTrack queue management technology to eliminate wait time guesswork, optimise resource utilisation and improve the passenger experience.

Bergen, Norway & Vodskov, Denmark, January 9, 2018 – Bergen Airport, Norway´s second busiest with over 6 million passengers annually, has adopted the BlipTrack queue management solution to accurately measure and predict how many people are standing in line and for how long. The detailed, minute-by-minute measurements and prediction insights will help the airport to better comply with service level agreements and minimise queue build-up in, to ensure that passengers have an optimum airport experience.

“We want to make travelling easier for our passengers. The implementation of BlipTrack will help to ensure that passengers experience a quick and easy passage through this stage of the journey, and significantly increase the opportunity for a positive experience throughout the airport,” says Øystein Skaar, Airport Director at Bergen Airport.

 

BlipTrack will provide the airport, which recently opened a new terminal with capacity for up to 10 million passengers a year, with both live and empirical data insights on passenger queue and dwell times. It will enable the airport to monitor queue line density at the security checkpoint, allowing management to respond promptly and effectively to irregular operations and disruptions, for example by opening additional lines. In addition, the airport plans to share the wait time information with the passengers, as in Oslo Airport, which will reduce stress levels associated with queuing by creating realistic expectations.

 

“With the new installation at Bergen Airport, BlipTrack has proven to be an effective platform to provide visibility on resource effectiveness for greater processing efficiency and improved passenger experience. We look forward to continuing to be part of Avinor´s ongoing plan in having Europe’s most progressive and service-minded airports,” says

Preben Andersen, Sales Manager at BLIP Systems.

 

Bergen Airport is not the only one ensuring that passengers will experience hassle-free passage; more than 25 international airports are reaping the benefits of the BlipTrack technology, including New York, Dublin, Cincinnati, Dublin, Birmingham, Brussels and Geneva. The solution is not only confined to airports, it is also employed in road traffic optimisation efforts in Bangkok, Zürich,

Portsmouth, Port of Dover, Stockholm and Aarhus. In recent years, is has even been rolled out in train stations, ski resorts, amusement parks and at events all over the world.

 

About Avinor:
Avinor is responsible for the 45 state-owned airports and air navigation services for both civilian and military aviation in Norway. This network links Norway together, and links Norway to the world. Avinor is a driving force in environmental sustainability and reducing the combined greenhouse gas emissions from Norwegian aviation. The company plays a leading role in the development and delivery of biofuel for aircraft. Every year Avinor contributes to safe and efficient travel for around 50 million airline passengers, around half of whom travel to and from Oslo airport.

 

About BLIP Systems/BlipTrack:
BLIP Systems, founded in 2003, is a business intelligence company owned by Gentrack Ltd, a provider of operations, revenue, passenger flow and concession data management software to over 135 airports worldwide. Gentrack´s BlipTrack, Airport 20/20, and CA+ solution suite are engineered to connect and unlock the value of airport data and provide the real-time insight busy airports need to run a more efficient operation, uncover new growth opportunities and build an outstanding traveller experience.

source : Christian Bugislaus Carstens

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PaxEx 2018: Airlines seek to redefine lounges during a time of transition

Karima Kouidri

Airline lounges for first class, business class and frequent flyers remain in a transitional period as airlines continue to reduce the number of first class seats flying.
With fewer first class passengers, in many cases first class lounges are becoming the purview of the top tier frequent flyer and VIPs. Airlines belonging to the oneworld alliance that still operate first class lounges, for example, offer access to Emerald-tier cardholders in addition to first class passengers. Finnair, meanwhile, makes its best option available to top-tier cardholders rather than business class passengers on that basis alone, the opposite of most airlines.
Lounge spaces are evolving, too, with the lounge-in-a-lounge concept becoming more attractive to reward passengers who pay more for the more expensive fares.
American Airlines’ Flagship First dining spaces, for example, are restricted to first class passengers, and are located within the combined Flagship lounges for first class, business class and oneworld Emerald/Sapphire travellers.

It’s an evolution of the ideas previously seen at, for example, the British Airways Concorde Room (only for BA first class travellers, with other airlines’ passengers and frequent flyer cardholders left in the first class lounge) or the Singapore Airlines KrisFlyer Gold lounges (for frequent flyers not travelling in business or first class).

United and airport restaurateurs OTG are working to a different model with Classified, “an invitation-only restaurant at Newark Airport created exclusively for United customers”, where passengers pay (frankly eyewatering airport prices) for their meals and the perk is a quieter area with the feeling of importance when invited in.
The showcase lounge remains a key investment for many airlines, though, with Swiss’ newest Zurich first class facility an absolute gem in the worldwide context. Where they can, airlines are creating beautiful spaces with natural light and unique touches that make the most of their brand — and the unique experience of the airport.

Airlines are smart to create panoramic views and strong service in their lounges. Image: John Walton
Inside modern lounges, a strong focus on design continues, with some pushback on the residential trend.
Airlines are increasingly linking branding between the lounge and the plane, in terms of design language, colour palette, and even lighting — all the way down to the lounge soft product.
Air New Zealand’s magenta light wash in its premium cabins is echoed in its most recent lounges, while Qantas’ strong links with its designers mean that its spate of new lounges feel closer to its brand and extend the amount of time passengers spend with them.

Qantas’ otherwise excellent LAX first class lounge, like many, misses out on power and surfaces at a useful height. Image: John Walton
Many new lounges are returning to fully staffed bars, with smart airlines coming to the realisation that it’s both a PaxEx plus to have a bartender and that a signature mixed drink is often cheaper to produce than a glass of Champagne.
Innovation in the lounge arena is widespread, with Emirates alone offering business lounge access to economy passengers or an upgrade from the business to first class lounge for $100 and creating a new co-branded Champagne bar with Moët & Chandon. Look for more airlines both to monetise their sunk capital costs and to latch on to other luxury brands.

Co-branding and some of the world’s best business class Champagne options feature in Emirates’ Moët lounge. Image: Emirates
But one key opportunity remains: my kingdom for a lounge that meets the holy grail of multifunctional lounges for the modern traveller: a comfortable seat with natural light, a table of a size and height for a large PED and a plate of food, and easily accessible power sockets.

source : https://tinyurl.com/yaddtv34

Improved services for Lufthansa lounge guests

Karima Kouidri

Lounge Services

  • LoungeNet: Interactive portal for mobile devices
  • Yoga@Lounge: Digital Yoga Exercises
  • Print@Lounge: Print option in the lounges
  • Spa@Lounge: Spa service in the Senator- and First-Class-Lounge in Frankfurt

With a large number of new and improved service offerings, Lufthansa wants to make the stay in the lounges as pleasant and entertaining as possible for their guests. The LoungeNet is a platform exclusively accessible for the lounge guest and free of charge. It adapts its content to the respective lounge location. In addition to general information on the forthcoming trip, such as airport information or the current flight status, the website also offers special offers from Lufthansa and other cooperation partners tailored to the lounge guest. For example, Lufthansa guests can download eJournals at no charge or view information on collecting and redeeming miles at Miles & More. In the “LoungeNet News” section, guests are informed about new products and offers in the lounges, such as the opening of new lounges or offerings in the spa facilities.

The Lufthansa LoungeNet has recently also become a platform for the cooperation with the yoga company TINT. All lounge guests have access to yoga relaxation exercises via the LoungeNet, which are adapted to the conditions in the lounge. Via a link the guests can watch practical application videos and easily copy the exercises in an armchair in the lounge. Topics include neck and back pain as well as exercises to prevent jetlag. TINTYOGA.com is a multilingual yoga website that brings together the world’s leading teachers on a single platform.

In cooperation with Konica Minolta, Lufthansa has been offering a free print and copy service in all lounges in Frankfurt and Munich for several months now. Lounge guests can send their documents to print@lh-lounge.de and in return receive a PIN code with which they can initiate printing on the respective printer in the lounge. This service has been available in all lounges in Germany since the end of November – soon also worldwide.

A popular way to pass the waiting time comfortably is the spa service in the Senator- and First-Class-Lounge in the departure area B in Frankfurt. The spa is run by the CHI-MAS Institute and offers special offers for business travelers who want to relax and need a little “break”. It includes treatments such as manicure, pedicure, facials and various massages such as hot stone, sports, head or traditional Thai massage.

source : https://tinyurl.com/y8vh4cm9

CES 2018: robots and AI expected to take spotlight at Las Vegas tech show

Karima Kouidri

CES 2018 is around the corner, and it’s the time when we get a glimpse at the gadgets and breakthroughs being made in the tech sector.

The Consumer Electronics Show in Las Vegas is set to reveal new products, software and services from all areas of the industry.

But one technology expected to make a particularly big impact is robotics and the way it interacts with AI, artificial intelligence.

LG has already confirmed three ‘concept robots’ that it will be showing off at the trade show, with functions for commercial use at hotels, airports, shops, and more.

(PA)

One can deliver food and drink, while another acts as a hotel porter to transport customers’ bags.

Also listed on the robotics marketplace is Segway, which is said to be “moving in a brand new and exciting direction”.

The field has seen major advances in recent years, including Hanson Robotics’ humanoid machine Sophia.

Watch video from source  here : https://tinyurl.com/y94lenjd

LG presents new conceptual robots to carry your drinks, your suitcase and your purchases.

Karima Kouidri

LG presents new conceptual robots to carry your drinks, your suitcase and your purchases.


LG intends to make useful robots. Last year CES presented a pair of bots designed to clean up at airports and help travelers find their way. Today, he announced a trio of new robots designed to help transport things from drinks to suitcases and purchases. The technical details about the three bots are scarce including how big they are and how fast they move, but judging by their images, they are shorter than humans, with some kind of wheelbase hidden for movement. It has built-in screens, presumably to provide information and receive instructions, and has the same bright-eyed robot face that the company used for its home concentrator robot. The robots will be part of the new “CLOi” range of LG, the new brand for all its robot products. From left to right in the image at the top of the page, there is the CLOi service robot, which has a built-in sliding tray and will distribute food and drinks in hotels and airports; the CLOi gatekeeper robot, which will transport luggage and can also handle “express check-in and check-out services”; and the CLOi purchasing robot, which will follow the customers of the stores, picking up their purchases and increasing their prices. All three are “conceptual” robots, which means they are not for general sale. But, presumably, LG will begin to test them in places very soon. Its two airport robots are already being tested at the Incheon International Airport in South Korea, with the aim of helping during the rush for the Winter Olympics in neighboring Pyeongchang County. We will see more of the new CLOi robots at CES next week, so be careful with more.

Passenger experience is your priority for 2018 ?

Karima Kouidri

Passenger Experience is your 2018 priority ?

You don’t want to loose anymore your passengers ? You want to take care of them ?

You want to please them ?

Easy.. our solution a mobile app for Ios and Android where they can give their opinions about your services is available (free for travelers).

If you want to get the feedback of your Airport contact us.

14 services can be quoted by travelers in 14 languages.

contact@airport-advisor.com we will give you all the details about our program.

available for download here

http://www.airport-advisor.fr

 

The top six technology priorities for airports in 2018

Karima Kouidri

Airports around the world were actively engaged in trials of advanced technologies in 2017,

 

and we expect that many of those projects will expand in 2018. The main airport technology priority will be making the terminal experience less jarring and more pleasurable for passengers. Not only will this help eliminate wasted time in queues, it could also help airports and their concessionaires earn more income as relaxed passengers take time to shop and dine before they fly.

Here are some of the key technology priorities airports should have on the list for 2018:

#1 Focus on cybersecurity

Cyber threats are a concern for all of aviation, so just as we recommend airlines look to improve their defenses, airports should too.  Ongoing collaboration between governments and other industry stakeholders which will help develop resources but the threat is continuous and requires a careful review of IT defence infrastructure as well as raising staff awareness of good IT safety practices.

#2 Track Blockchain developments

SITA’s research on blockchain technology, conducted in collaboration with British Airways, Heathrow, Geneva Airport and Miami International Airport revealed some benefits of using blockchain as the source of “ultimate truth” on flight data, but SITA also cautioned that there are security risks and deployment complexities to address. With the potential to contribute to smoother operations and passenger ID verification, blockchain a technology to learn more about this year, through perhaps it won’t be ready for deployment in aviation for another year or two.

#3 More Self-Service and automation

According to IATA’s Global Passenger Survey, what travelers want most is less hassle at the terminal. Self-service options are popular with passengers.

  • 74% of passengers surveyed used electronic boarding passes.
  • 49% of passengers surveyed prefer self-service bag drops.
  • 31% of passengers surveyed favored electronic bag tags.
  • 58% of passengers surveyed used automated immigration gates in 2017
  • 72% of passengers surveyed preferred self-boarding
  • 33% of passengers surveyed would rather board using biometric identity

Biometrics will play an important role in tomorrow’s journey, just as they will in every-day life.

Airports should focus on adding more self-service way-points like bag-drop facilities and automated gates to address this self-service preference and also be mindful of capacity requirements. The maximum time passengers find acceptable for waiting to use bag-drop facilities is three minutes, according to IATA. The maximum time passengers find acceptable for standing in a queue at immigration is 10 minutes.

Airports will also want to look at better screening equipment at security gates that could reduce the inconvenience to passengers of removing liquids and electronics from bags, as well as their shoes belts and jackets. This will need to be carefully coordinated with regulators and government agencies as well as airline partners.

#4 Watch NEXTT

IATA and ACI are collaborating on a NEXTT initiative for the airport of the future. While the full vision will take a decade or two to be realized, IATA and ACI expect some of the NEXTT concepts to be part of the travel experience by 2020. These should inform technology decisions made in 2018. The idea is to plan for a future of greater automation and alternative transport with more functions of the journey being moved off-airport. It will require a review of passenger and cargo handling practices, as well as the regulations which govern airline/airport operations. Airports should keep an eye on the progress of this program.

#5 Baggage tracking

IATA Resolution 753 goes into effect in 2018. Both airlines and airports have been getting ready with baggage scanners, RFID tags, and data conformity. Istanbul’s new airport adopted SITA’s baggage tracking technology to ensure that it will track 100% of bags processed through the terminal from the moment it opens. While the baseline requirement for Resolution 753 is that airlines are able to accurately share the chain of custody of bags with each other, passengers want better information on the handling of their bags. According to IATA’s GPS, 50% of passengers surveyed wanted to track their bags throughout the journey. Airports should work with airlines to ensure that their baggage handling infrastructure can support “live” tracking.

#6 Focus on the customer

Airports serve two customers—airlines and their passengers—but prioritizing passenger relationships can pay off. It can help improve revenue and also help airports tackle service disruptions.

Better customer relationship management will help airports decide what amenities will appeal most in local markets and what travel pain-points should be addressed first.

While airports don’t all have the capabilities to actively engage with customers on social media as airlines do, having a voice to reach the customer in times of disruption should be a priority. Some airports proved that they have the hang of social engagement at the end of 2017 with the #AirportTwitter thread launched by Vancouver Airport discussing de-icing and grew to include over 50 airports taking part in a conversation about winter operations which included a big dose of humor. The popularity of this thread shows that social media-savvy travelers want to see more personality in their airport brands. This should be encouraged.

Social media updates became critical for Hartsfield-Jackson Atlanta International Airport during its massive power outage in December 2017. Engagement has to be cultivated over time to be of value, but it can pay off. If a small company like MoonPie can do it brilliantly with limited staff, then airports can too.

source : https://tinyurl.com/ybdp2qz8

 

Deep learning can teach us new ways to generate revenue for airlines

Karima Kouidri

One of the areas where we are trying to help airlines improve their business is focused on Deep Reinforcement Learning (RL) applied to revenue management. Amadeus recently presented a research paper on RL, prepared by Anh-Quan Nguyen, Thomas Fiig, Rodrigo Acuna Agost and myself.

Revenue management (RM) is the science that looks at how to maximise revenue for airlines. The traditional approach, which has prevailed since its inception 40 years ago, has been based on forecasting traffic flows (customer volumes and willingness to pay) followed by an optimisation procedure that prioritises among  customers by selecting optimal availabilities, or prices. However, RM makes many (and unrealistic) assumptions, such as monopoly or stationarity, and often disregards cross-price elasticities between products.

Reinforcement learning (RL) is an area of machine learning focused on how machines take actions in order to optimise a given reward (e.g. revenue) by interacting with its dynamic environment. One of the featured examples of applications of RL in the industry comes from driverless cars. By a learning process of action (A), state (B) and reward (C), a car can take action, either by continuing straight, turning right or left (A); measure its state by using sensors to see what elements surround it (B), and obtain a reward, which in this case is not crashing (C). Another example is computers beating humans at highly complex games, such as chess or go.

Essentially, what we showed with our work is that classical revenue management techniques are no longer sufficient. As a matter of fact, RL is an alternative that opens the door to a radical new approach based on direct price testing – that’s right, no more demand forecasting, passenger behaviour modelling or optimisation based on old-fashioned models. With RL, more information is added to the way prices are calculated, such as competitors, state of the market, etc. This only comes to show the disruptive impact that machine learning could have on many industries, especially in travel.

The fruit of our efforts has been recognised by the international community. As a matter of fact, our research paper on RL received the best innovation award at The Airline Group of the International Federation of Operational Research Societies (AGIFORS) conference 2017, one of the most prestigious professional societies dedicated to the advancement and application of operational research within the airline industry. At the event, attendees discuss the latest innovations in airline operations research and analytics.

If our findings have triggered your interest, do not hesitate to contact us. Find out more about Revenue Optimization on our website.

source : https://tinyurl.com/y8dg2xdj

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.