INNOVATING PASSENGER PROCESSES
TO:
- OPTIMISE FLOW & CAPACITY
- ACCOMMODATE EVOLVING SECURITY GUIDELINES
- MAXIMISE MANPOWER & RESOURCE EFFICIENCY
Day One: Thursday 26 April 2007
Optimising Investments In Manpower, Technology & Process Innovation To Maximise Capacity & Resource Efficiency |
| 0830 |
Coffee and Registration |
| 0850 |
Chair’s Opening Remarks |
Catherine Mayer, VP Airport Services, SITA
OPENING KEYNOTE PANEL SESSION
| 0900 |
Assessing The Opportunities For Innovating Passenger Processes – What Are The Optimal Manpower, Technology & Process Investments? |
- Achieving optimal efficiency throughout the entire passenger process
- Measuring the impact of manpower innovations on passenger flow
- Which systems can be automated?
- Utilising people cost effectively
- Evaluating the key technological investment options
- Which components of self-service technology are the most effective and user friendly?
- Cost effectively integrating baggage drop with self-service
- Will airlines and customers use these new technologies – what is the true longevity of the emerging technologies?
Dirk Schusdziara, Chief Operating Officer, Cairo Airport Authority
Jean-Luc Proveniers, Passenger Process & Service Manager, Brussels International Airport
Andrew Cornish, Managing Director of Airport Operations, Manchester Airports Group
Marijn Ornstein, Head of Security Policy & Projects, Amsterdam Airport Schiphol
Nick Harrison, Operations Director, Seattle-Tacoma International Airport
TERMINAL LAYOUT STRATEGIC PLANNING: HOW OPERATIONS CAN STAY ON TOP OF RAPIDLY CHANGING DEMANDS ON CAPACITY
| 1000 |
Understanding The Impacts Of New Technologies And Processes On Capacity & Speed Of Flow Throughout The Entire Passenger Route |
- Leveraging understanding of operational processes to reduce congestion
- Planning for flexibility and successfully predicting peaks and switches in peaks
- Utilising planning models and simulations to aid the preparation of the terminal layout for fluctuations in flow
- Considering passenger segregation and flight transfers when routing to maintain security and customer satisfaction
Dave Tomber, Planning Director, Seattle-Tacoma International Airport
| 1030 |
Networking Refreshment Break in the Exhibition Showcase Area |
Sponsored by:
| PLANNING AND IMPLEMENTING SYSTEMS TO ACCOMMODATE PEAKS AND SWITCHES IN PEAKS |
“PINCHPOINT” 1 - SECURITY
| 1100 |
Managing Security Guideline Changes – Understanding How To Reduce Process Times At The Security Checkpoint |
- Modifying resource planning for a flexible security checkpoint
- Managing the real-life operational issues of the security checkpoint
The events of August 10th and the subsequent adaptations to security guidelines placed an unprecedented strain on airport operations, presenting significant manpower and resource challenges. By including seasonal peaks and increases in aircraft’s passenger capacity, the need for an airport’s most frequent pinch-point to develop real-time flexibility is paramount. This session will discuss the methods by which operationally the airport can gain more control.
Caroline Coutereel, Head of Security, Brussels International Airport
| 1130 |
Security And Customer Service - Fulfilling Customer Expectations While Meeting Security Requirements |
Using a case-study from one of the world's leading airports, this session will show how Airports can create innovative customer service solutions to take the perceived hassle out of airport security.
Brigitte Goersch, Director of Security, Orlando International Airport
| 1200 |
Biometrics in Security Convenient and secure fingerprints with multispectral imaging |
- Reducing identification and verification errors with multispectral imaging
- Enhancing traveler convenience and satisfaction with security checkpoints
- Extending the biometric advantage beyond security
Multispectral imaging has revolutionized fingerprint biometrics. Enhanced data capture mitigates traditional system vulnerabilities and makes multispectral imaging the most secure and convenient alternative for identity authentication.
Matthew Ennis, PhD, Director of Business Development, Lumidigm, Inc.
| 1230 |
Optimising Passenger Processing Through The Integration Of Technology Throughout The Terminal |
Richard Potter, Head of Commercial Consulting, Steria
| 1300 |
Networking Buffet Lunch in the Exhibition Showcase Area |
Sponsored by:
| 1345 |
miSense Trial and Passenger Processing |
Stephen Hogg B.Sc. Pg.Dip. M.Sc.,Principal Engineer, Raytheon Systems Limited
“PINCHPOINT” 2 – BAGGAGE
CASE STUDY
| 1415 |
Succeeding With Common Bag Drop Systems And Integrating With Self-Service Technologies |
- Assessing the operational impact on passenger flow
- How to implement to increase the speed and efficiency of the passenger process
Cees De Vos, Director, KLM Systems Services
| 1445 |
Assessing The Range Of Technical And Process Solutions For Inline Or Lobby Baggage Systems |
- Outlining the investment opportunities for the baggage system and comparing inline and lobby systems
- Analysing the operational impact of investment in new technologies and processes
Greg Kennedy, Vice President of Airport Customer Service - Atalanta Worldport, Delta Airlines
| 1515 |
Effective Forecasting, Planning and Integration of Optimisation Technology on an Airport PinchPoint Model |
A case study of work undertaken with BAA on identifying a "PinchPoint" model of the airport processes, the approach taken to manage the effective and efficient planning of resources, and the use of optimisation tools and technologies to effectively schedule and deploy resources at pinch points.
Alaistair Deacon, Technical Director, Real Time Engineering Ltd
| 1600 |
Networking Refreshment Break in the Exhibition Showcase Area |
| 1630 |
Assessing The Methods Of Effective Passenger Communication To Enhance The Airport Experience |
- Utilising rich data to enhance the passenger journey and airport efficiency
- Multiple information channels supported by common technology
- How database information can add value to airport operations
With a growing need to inform and aid passengers of changing security requirements and procedural necessities, the interaction with the customer is rapidly developing. This session will highlight specific case studies of how the innovative use of information service technology has effectively engaged passengers and reduced confusion and delays.
Dr Martin Smith, Head of Group IS, Manchester Airports Group
PASSENGER INFORMATION SERVICES VENDOR PANEL
| 1700 |
Understanding The Technological Opportunities Of Information Services To Inform And Manage Passengers |
Johan Godin, Managing Director, AVIAVOX, Netherlands
Lausanne Consulting
| 1730 |
Chair’s Closing Remarks and Convening to the Exhibition Showcase Area for Evening Drinks Reception |
 Top
Day Two: Friday 27 April 2007
ENHANCING THE PASSENGER JOURNEY THROUGH EFFECTIVE PLANNING TO MAXIMISE AIRPORT COMMERCIAL REVENUE |
| 0830 |
Coffee and Registration |
| 0850 |
Chair’s Opening Remarks |
Catherine Mayer, VP Airport Services, SITA
KEYNOTE CASE STUDY
| 0900 |
Understanding The Practical Detail Of Implementing Operational Change To Oversee A Flexible And Adaptive Terminal |
- Implementing new operational processes and technologies the devil is in the detail, so how do you successfully implement with precision?
- Effectively implementing new technology and processes throughout the passenger process
- How to meet the challenges if your airport grows by 25% over the next 5 years
Howard Eng Kiu-Chor, Airport Management Director, Hong Kong Airport Authority
| 0930 |
Achieving A Balanced Check-In - How The Integration Of Self-Service Technologies Benefits Passenger Flow |
- Integrating CUTE, CUSS and internet check-in to optimise capacity
- The impact on resources of a balanced approach
The growth in popularity of internet-based check-in for many passengers and the need to provide traditional check-in counters for others has led to the demand in many airports for a more balanced approach to the layouts of the check-in areas. With mobile and PDA check-in with 2-D barcodes on the horizon, this session will evaluate how investment can remain flexible and meet passenger needs.
Marcel van Beek, Head of Passenger Processing, Amsterdam Airport Schiphol
| 1000 |
Improving Passenger Flows – IATA Methods and Tools |
David M. Stewart, BAA Heathrow Airport Consultative Committee, International Air Transport Association (IATA)
| 1030 |
Networking Refreshment Break in the Exhibition Showcase Area |
| ASSESSING FUTURE TECHNOLOGICAL INNOVATIONS AND THE IMPACT ON AIRPORT OPERATIONS |
THE IMMIGRATION DEPARTMENT PERSPECTIVE
| 1100 |
Security Vs. Efficiency - How A Balanced Approach To Border Technology And Processes Impacts On Passenger Flow |
- Understanding future plans, technologies and processes
- Thinking operationally - how the government considers the practicality of new immigration technologies and processes
The majority of passengers are just like you and me. Genuine, meaning no harm and just want to enjoy the travel experience - or at least minimise the inconveniences. Border control at airports has its part to play in all this and the UK has a number of initiatives to speed the flow of genuine passengers and to target the suspect ones. We are focusing on the needle in a haystack.
Julie Gillis, Borders, Immigration and Nationality Directorate
| 1130 |
“Simplifying Passenger Travel” – Facilitating ‘Known Passengers’ And ‘Trusted Travelers’ To Maximise Use Of Resources |
The Simplifying Passenger Travel (SPT) Program focuses on air travelers and facilitating their journey while emphasising the security benefits of processing 'known' passengers automatically, thereby freeing-up airport resources to concentrate on 'unknown' passengers. This session will provide a case study of how new technology-led programs are able to alleviate pressure on airport security operations’ resources.
Allison Beer, Vice President, Clear® Registered Traveler Programme
| 1200 |
Analysing Monitoring And Data Capture Methods To Optimise The Passenger Processes |
- Employing business activity monitoring and performance management to optimise airport processes
- Assessing the passenger load on a time line at the different control check points (security / immigration / customs) and assigning the resources accordingly
Andrea Baroni, Operations Director, Zurich Airport
| 1230 |
Networking Buffet Lunch in the Exhibition Showcase Area |
| MANAGING PASSENGER CONGESTION THROUGH UTLILISATION OF TECHNOLOGY AND PROCESS OPTIMISATION |
| 1330 |
Optimising Capital Investment While Increasing System Through-Put And Capacity - A Baggage System Case Study |
- Recycling space and technology
- Building and operating at the same time
- Assessing the financial framework
Normand Boivin, VP, Aéroports de Montréal
| 1400 |
Balancing Security and Facilitation at the Airport: The Road Less Traveled |
Stephan Copart, Vice-President, IER
| 1430 |
Networking Refreshment Break in the Exhibition Showcase Area |
| ENHANCING THE PASSENGER JOURNEY AND PROCESSING REVENUE-GENERATING CUSTOMERS |
| 1500 |
OpTag - Improving Airport Efficiency, Security And Passenger Flow By Enhanced Passenger Monitoring |
A consortium of European companies and University College London is developing a system to track travelers inside airports. The system is intended to increase security and safety, and to speed boarding times.
Up to 5% of delays to aircraft departure are caused by late passengers or late bags at the gate. The impact of this in missed slots and subsequent costs will increase as the number of flights increases. The OpTag system will enable the immediate location of checked-in passengers who are either missing or late, and thus reduce passenger-induced delays and speed up aircraft turn around.
Dr Paul Brennan, University College London, OpTag
| 1530 |
Introducing Creative Innovations And Facilities To Boost Customer Satisfaction And Repeat Business |
- How creative manpower solutions can provide a cost-effective customer-service improvement
Enhancements to the passenger journey can be achieved through introducing creative and innovative facilities. From home baggage pick-up to car park check-in and shuttle bus information services. What will give your airport the competitive edge in the bid for passengers’ business?
Gordon Duke, Operations Director, Halifax Airport, Canada
| 1600 |
Chair’s Closing Remarks and Close of 2007 Summit |
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| Announcing Pre Conference Workshop on 25 April . . More |
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Airport Operations Directors