Best Practices for WayFinding and

Passenger Experience Enhancing

Solutions at Airports

February 24th, 2015 11am EST

Hosted by:

#passengerexperience

• Six out of 10 airports are placing key tech investment on improvement of passenger services

• Technology investment impacted by pervasiveness of mobile communications

• Through 2017, 80% of airports are set to invest in mobile and self-service solutions

• Get ready for the Connected Traveler

Industry Investment Trends

(from ACI February 2015 World Report)

Speaker: Maggi VillaneManager, Customer Care Programs and Partner Relations

P.A. oversees four commercial airports

Customer service is paramount Clear Standards = Consistent

Customer Care P.A. is Industry leader

• JFK• LaGuardia• Stewart International• Newark Liberty

JFK is the #1 gateway for International Passengers in the U.S.A. No other airport on

the planet handles as many annual passengers (26.7 million in 2013) on as little land (just 680 acres) as LaGuardia!

Newark Liberty’s in the top 40 busiest airports in the world, according to Airports Council International.

$50 million in improvements to date at Stewart International!

Facts

• Customer Care partners with terminal operators and airline contractors.

• Welcome Centers in every terminal • Hundreds of power poles and charging stations, to allow

customers to recharge portable electronic devices at no cost• Customer Care Avatars that provide automated airport

information to millions of travelers in arrivals areas at JFK, Newark Liberty and LaGuardia airports

• Expansion of the agency’s award-winning airport signage program

• Consistent, recognizable Customer Care Branding at all Port Authority transportation hubs

• Measure and Monitor Success!

Port Authority’s Customer Care Program

Ease transition of passengers new to NY with: Charging Stations WayFinding Courtesy/Ground Transportation Phones “Things To Do” Kiosks Electronic Brochures/Digital Signage ATMs Customer Care AvatarsBrand recognition: “Customer Care”

Welcome Centers in Every Terminal

Port AuthorityCustomer Care Representatives (CCRs)

Easy Installation Mitigated Electrical Expense Vandal Resistant Saved $$$

Hundreds of Power Stations

Customer Care Avatars

Current Version

“Model”Version

OriginalVersion

NEW PodiumVersion

WayFinding Map, Turn–by-turn directions, and QR Code.

BIDs &WayFinding Integration

Speaker: Mark StuckeyVP Special Projects and Development,Sarasota Manatee Airport Authority

Enhance Passenger Experiences

Development of Terminal

Organize Projects Efficiently

About Sarasota Bradenton International:

1939: government and business leaders from Sarasota and Manatee counties agreed to construct an airport together

1992: The word "International" was added to the airport name

STAYING COMPETITVE: Many other airports in vicinity Need for Passenger Experience

Enhancing Solutions Differentiate

1989: New Terminal Building Opened 2011: Terminal Renovation Begins

SARASOTA BRADENTON

New Concessions 2011

TERMINAL RENOVATION

Ticket Wing Completed June 2013

TERMINAL RENOVATION

Baggage Wing Completed

June 2014

Concourse Completion Scheduled for June 2015

Mobile Device Charging Stations

TERMINAL RENOVATION

Manufactured by Parabit

Easy installation Passengers are very

pleased Vandal resistant Functional Good branding Enhanced customer care

“We've Got the Power! Check out our new charging stations that are being installed in the gate seating areas! Part of our terminal renovations to serve you better!” (Social Media post by SRQ)

Feedback

Passenger Experience Enhancements Under Consideration:Passenger Comfort:

1. Pet Relief Area Beyond Security Checkpoints2. Smoking Area Beyond Security Checkpoints3. Children Play Area4. A/C and Heating in Loading Bridge

Revenue Sharing:5. Sponsored “Re-Composure” Areas6. Info Desks/Welcome Centers7. Food Kiosks/Vending Machines

Modern Technology/Connectivity:8. WayFinding Kiosks9. Information Kiosks10.Free use of Tablets/I-Pads in Designated Areas11.Digital Signage and Televisions

Digital WayFinding Kiosks

• Airports getting bigger and more complex

• Fun, interactive way for passengers to browse a terminal

• Locate what you need

• Download, scan, email info

Information Desks • Partner with Convention & Visitors

Bureaus

• Have an information desk manned by airport and CVB staff.

See below, NEW Terminal 5i Welcome Desk by Parabit at JFK. Incorporates Digital Signage.

See below, at DEN and ABQ.

Speaker: Rob LeiponisPresident, Parabit Systems

Enhance Self Service Improve Security Continuously Study Customer Needs Maintain Close Relationships Develop Innovative, Turn-key

Solutions

Airport Solutions

Passenger Experience

sEfficiency

Operations

Real-time Integration of

FIDS, WayFinding, and

Mobile

Interactive Digital Signage

and Displays

Enhancing Self Service and Communications

Work with Existing

Infrastructure, Mitigate Expense

Flight Information DisplaysSimplify passenger navigation and

incorporate FIDs with WayFinding and Mobile

To: Gate 4

Information Kiosk Design Upgrades

WayFinding/FIDS Display

61-inch dual-sided digital display

Mobile Integration

make better use of the same sized footprint/real estate in the terminal

Digital Signage at the Airport Interaction Points

Satisfy needs of modern travelers

WayFinding Communication Coupons, Concessions

Engaging connectivity

Digital, Omni-channel

Experience

Touch screen multi-use kiosks to engage, inform

Mobile Integration

SatisfiedCustomers

Digital Brochure SolutionAdvertising RevenueFlight SchedulesWayFindingTicket PrintingProduct PromotionsPay-per-usePrint-on-demandSurvey the passengerGO GREENCleaner earth, tidier terminals!

Digital Brochure Kiosk w/ Footrest Digital Brochure Tabletop

Interactive Digital SignageAttract Users WayFindingFIDsRestricted Internet AccessDigital BrochuresOn-Line Point of SaleTicket SalesRemote Customer Assistance Charging StationsCourtesy Phone and DirectoryNews, weather, public announcements

Avetaalso available double-sided.View at the Digital Signage Expo 2015!

Tons of features,In a small footprint!

Mobile Device Charging Stations

Courtesy, Ground Transportation, and

Emergency Phones Reliable communications to your customer service departments and automated information systems.

Custom Design/Integration

Concepts Design Analysis

/Optimization Site Surveys Installation

The Challenge: meeting the unique design criteria of any sized airport, updating self-service solutions and design.

The Solution:Custom Design and Integration from trusted one-stop-shop.

Updates to Existing Infrastructure

ClientsAviation/Transportation Government

Banking/Finance Healthcare/Education

Questions Welcome

#passengerexperience

Thank You For

Attending!

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