Creating a real sense of place

Pax CEM is an AND/ AND story

Customer Experience Management

Premises People

Passenger Experience

+ +

=

Processes

Source: ACI EUROPE’s ‘Guidelines for passenger services at European airports’.

Connector: a new landmark

Improving premises

Automated Border control as of mid 2015

Improving premises

Automated Boarding, trials in 2015

Improving premises

Long Haul Brussels Airlines lounge – Sunrise Lounge

Improving premises

New Brussels Airlines lounges - The Loft

Improving premises

New aircraft interiors

Improving premises

Increasing efficiency: largest security platform in EU

Improving processes and products

• Central platform with 25 screening lanes- Largest platform in Europe- Automatic tray return and diverter lanes- Expendable to 29 lanes in total

• World’s first remote screening of cabin baggage on a large scale- Separate control room- Security officer receives a scan with a

virtual mark on the image

New gate seating with comfort and functionality

Improving processes and products

New Brussels Airlines products

Improving processes and products

Alternative Check-In & Automated Drop-off

Improving processes and products

• Alternative check-in methods:- Online check-in- Mobile check-in- CUSS check-in- Automated check-in

• 75% of local SN departing pax out of BRU check-in alternatively

• 11 automated bag drop-off units- 65% of local Schengen SN Departing pax out of

BRU use automated bag drop-off

Home Printed Bag Tags and Permanent Tags

Improving processes and products

• HPBT (Home Printed Bag Tag) as of Q3/Q4 2016- Available through the online check-in

application

• Baggage reconciliation (in- and outbound) by end of 2016

• Permanent bag tags

Airport crew as ‘face’ of Brussels Airport

Improving people

Airport Crew is crucial+ Shop staff + F&D staff + Cleaning staff + ….

We go the extra smile

Improving people

Going for the WOW factor through emotions

Customer Experience Management

Source: ACI EUROPE’s ‘Guidelines for passenger services at European airports’.

Emotions by introducing memorable moments

WOW moments

Emotions by introducing sense of place: Belgium

WOW moments

Tintin aircraft and high tech lounge

WOW moments

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Source: presentation of Piet Demunter, Brussels Airport

Company and Pedro Casimiro, Brussels Airlines

at the 2015 SITA Air Transport IT Summit, Brussels.

2015 Air Transport IT Summit