World Passenger Symposium - IATA · World Financial Symposium 2014 World Passenger Symposium 2017 ... • Proactive push notification of bag ... use of “passive scanning” technology

World Passenger Symposium 2017World Financial Symposium 2014

World Passenger Symposium 24 – 26 October 2017

Centro de Convenciones Internacional de Barcelona (CCIB)


Baggage, can you Handle it?Tracking


David Hosford, ManagerBaggage Performance and Strategy, Delta Airlines


Baggage Tracking with RFID

Top Tier Industry PerformanceDOT MBR

3.49

2.66

2.10 2.192.30

2.081.81

1.00

2.00

3.00

4.00

2010 2011 2012 2013 2014 2015 2016

48%

Investing in the Future• DL handles nearly 120 million bags

every year• Generates nearly 2 billion tracking

events annually• Tracking events available in mobile

application and on Delta.com• Precision is critical to performance• Automation required to ensure

reliability and availability

Investing in RFID• Initial RFID testing in late 2014• Invested $50M in RFID in 2016• Upgrading 3800 printers in 344

airports worldwide• Deployed 4600 scanners • Installed RFID readers on 1500 belt

loaders in domestic operation• Installed 600 pier and claim readers

in top 84 airports• Developed suite of applications to

support exception management

Improving the Customer Experience• Application upgrades to provide full

visibility to the status of checked bags• Leverage tracking data to change the

perception of bag handling• Enable dot on the map experience• Proactive push notification of bag

tracking events• Proactive management of exception

events during the bag journey

Improving Irregular Operations• Focus on inventory management• Exception management approach to

reduce mishandlings• Automation and infrastructure to

ensure a consistent experience• Passive scanning improves visibility• RFID handheld applications quickly

identify and locate at risk bags

Enabling Performance• Record summer 2017 performance• Reduced global injury rate by 21%• Increased load/unload events by 51%• Improved loading rate by 10%• Reduced mishandling rates by 13%• Reduced scanning/handling costs

Enabling Future Innovation• IATA Resolution 753• IATA 1755 XML Messaging• Integration with the BHS• Future bag tags and self bag drop• International airports/CUTE stations• Cargo and mail handling


Mark Matthews, DirectorCustomer Planning Operations, American Airlines


Baggage Tracking with Barcodes

Baggage TrackingMark Matthews, Director Customer Planning Operations

American Airlines, by the Numbers

2

American Airlines

HUB Departures Team Members

DFW 804 25,375

CLT 664 8,625

ORD 498 6,265

PHL 430 7,410

MIA 350 11,030

PHX 299 9,370

DCA 265 2,510

JFK & LGA 278 7,015

LAX 225 5,825

Dallas/Ft. Worth (DFW) 804 Daily Departures to 197 Destinations

Hub Bag Ops65% of Bags Transfer

171 Gates5 Terminals5 Bag Handling Systems

Bags Transferred via Tail-to-Tail Operation

Employee Experience Matters“There is a simple principle to keep in mind, the customer experience will never exceed the employee experience. Meaning, the investment you make in your people has a direct payout with the customers walking through your doors.”

-Tony Bridwell, Author

Create Automation and Applications that the Frontline Team will Embrace

Frontline Team Involvement in the Development of Policy & Automation

Simplify when Possible, Keep the Focus on the Customer

Support Frontline Team as if they were your most important decision makers

Scan Bags EverywhereIn 2016, AA began an ambitious plan to scan bags in hundreds of new locations. We called it MegaScanning and we set out to solve baggage tracking with brute force.

0.00

0.05

0.10

0.15

0.20

0.25

0.30

0.35

100K

200K

300K

400K

500K

600K

Real-Time Baggage DATABaggage data is sourced from multiple locations and stored in an AA baggage database.

AA Baggage Database

In doing so, we have provided our employees an unprecedented view into the baggage journey where they have more real-time information about baggage than ever before.

Impact on Employee Experience

No Detail is Too SmallDisplaying every possible tracking point and change in custody adds the necessary granularity to identify when an individual bag has lost its way.

Team Member Impact

Impact on Customer Experience

We know that the additional scan information is impactful to our employees that are now using new tools that give them a real-time view of baggage. Customers are also using new tools that give them a real-time view of baggage.

CHECK-INLOAD

OFFLOAD

BAGGAGE CLAIM

TRANSFER PICK-UP

TRANSFER DROP-OFFLOAD

OFFLOAD

The other part of Reso 753…Sharing baggage data with other carriers on an interline itinerary helps to ensure success in what is the most dangerous part of a baggage journey….

Having this data to share with customers also helps to ease their mind through the process as well.

• Launched in early 2017

• Improves customer experience by moving the customer’s mishandled baggage experience from reactive to proactive

• Notifies customers of a mishandling prior to arriving at the baggage carousel or waiting in line at a baggage office

• Notifications can be received by email, push, text, or voice calls

13

Customer Bag Notifications

Notifications

14

Late Notification: with DeliveryEarly Notification Late Notification:

Go to the BSO

3 Types of Notification Messages

• Elevate the customer experience

• Proactive versus reactive

• Reduce lines at the BSOs

• Improve customer interaction with frontline employees

How It Works

15

Mobile Baggage Order (MBO) Form

Customer is Notified Bag is Delivered

Baggage Tracking: Impact on Airports

Airport BRS Systems must provide the same level of detail that AA generates in order to create a consistent Customer Experience for AA Customers.

Airport BRS System

American Airlines BRS System

American Airlines

CustomerAirli

ne A

Airli

ne B

Airli

ne C

Airli

ne D

Airli

ne E

AA IT Sys ________Weight & Balance

Airline Partners

Capturing Even More Data…Today, American Airlines is capturing data from Baggage Handling Systems, 3rd party providers and thousands of handheld scanners deployed to all 350+ airports in the route system.

The human factors always come into play….• “I must have missed a scan…”• “My battery died”• “It slows down the process”

Our focus is now on improving efficiency through the use of “passive scanning” technology. There are several solutions that are available in the market today, and many others that are on the cutting edge of “what’s next”.


Rick NagyProduct Development Manager, Airport Operations, Alaska Airlines


Visualizing the Journey - How Tracking can Deliver Product Differentiation

Innovation in BaggageRick NagyOctober 24, 2017

2© 2016 Alaska Airlines - Confidential

Vision For Our Lobby•Service Framework

• Mobile – be where the customers are• Technology helps increase personal connections• Evolving employee roles

•Customer Focus• Intuitive products and processes• Reduce time and anxiety in the lobby

•Productivity/Cost Control• Reduce lobby congestion• Growth without increasing footprint


Breaking it down…


Giving your bag a voice…


Mobilizing Teammates…• Gate Control Management• Boarding Process• Flight – Guest Handling Information

• Seat Change• Upgrades/Standby Lists• Guest Check-in Assistance

• Flight Attendant Tools• Maintenance Assignments• Fleet Service Management

Thank You

Rick Nagy

[email protected]

© 2016 Alaska Airlines - Confidential


Caroline Camilli-GayProgram Manager, SITA


How is SITA Supporting 753?

Baggage tracking: how can SITA help?

By: Caroline Camilli-Gay25th October 2017

How can SITA help with 753?

| World Passenger Symposium 2017 – Baggage, can you handle it?2

What’s the big deal…

3 | World Passenger Symposium 2017 – Baggage, can you handle it?

4 B 66 M 600 >1M

… for the industry



178 M 280… for an airline in the world top 3

1,150 k



20 M 110… for a tier 2 airline

120 k

What is SITA footprint today?


3 B 44321 M

BPM.V/1LLHR.J/S/43S/120D32/30JUN/064212L.P/1DRUMMOND/PMR.F/KL1234/30JUN/AMS.O/KL999/30JUN/JFKENDBPM

Baggage platform as the key for end to end tracking

Central repository

Reporting - Analytics - Alerts

ArrivalTransferBaggage loadingCheck-in


3rd party baggage syst.

API

XML

A real story…

Deploying 753 tracking in 7 days


A good story starts with a good place




Day 1 - Some preparation work

• Define scope • Test tracking solution before network deployment• Nassau – Miami route

• Engage teams• Buy hardware:

• Mobile phones• MX-1000 devices

• Send BSMs to repository


Day 2 – Site Survey Miami• Define the tracking points• Survey connectivity 3G/4G or WiFi• Define items of tracking:

• Loose bags• Containers• Bingo sheets

• Download mobile app • Create users


How do we create tracking locations?• On the fly at the airport with a

mobile printer• Using pre-configured secured

service ID• As per baggage ops staff

requirements• Includes free text field• Stickers are stuck where

convenient


Day 3 – train the agents and start scanning in Miami

• It takes 1 hour for agents to be operational

• Application runs in 2 steps:1. Scan a location code2. Scan bags associated to this

location





Day 4 and 5 – Site survey and training in 2nd airport Nassau


Day 6 – Go live and track bags end to end


Day 6 – Go live and track bags end to end


And on the 7th day…


In summary

HAPPY CUSTOMER WILLING TO EXPAND TO THEIR FULL NETWORK

24 Baggage Program – Steering Committee 12th Oct 2017

Number of tracking locations in use (both NAS & MIA)

19

Number of daily flights being tracked 14Number of trained operators 10

Average number of tracked bags daily 1,100

THANK YOU!



BACKUP SLIDES

27| World Passenger Symposium 2017 – Baggage, can you handle it?

Airport Pulse Baggage dashboard


The following screens are from UA PoC.


The following screens are from UA PoC.


Documents

World Passenger Symposium - IATA · World Financial Symposium 2014 World Passenger Symposium 2017 ... • Proactive push notification of bag ... use of “passive scanning” technology