End to End Passenger

Processing

Easy Air Travel Every Step

of the Way
Judy Morris, SITA
 Passenger Growth
Overview
• Increasing demand for self-service
• Identity Management
• Whole Journey self-service
• New, interesting and innovative
• Speed passenger journey
• Personalization and Way Finding
• Paradigm shift
• Change across the board
• Collaboration between Stakeholders
crucial

Source: IATA, October 2017

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Trends Create Challenges
• Passenger Growth Increasing Pax
Expectations
• Security Regulations – Data and Credit Card
• Data Privacy  GDPR
• ID Management
Growing 7.8 bn Growing
• Passenger Expectations v. Costs Non-Aero Pax by Security
Revenues Mandates
• Passenger Satisfaction 2036
• Technology
• Automation / Cloud / IoT / BYOD
• Transitioning check-in processes to self- Growing
service (kiosks, bag drop, gates) Volume of
Pax & Flights
• On- and Off-Airport
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Increasing Passenger Expectations
Emotions
EmotionsDuring
DuringPassenger
PassengerJourney
Journey

Happy passengers “tend to spend 45% more

than those who say they are “disappointed”.
(Source: JD Power North America Airport Survey)
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 SITA’s Vision of the Future
A seamless, end-to-end journey -
leveraging ID management, biometrics and self service
• Lobby Re-design
• Less Furniture = More Capacity
• Return Space to Operators and
Their Customers (e.g., Retail)

• Industry Buzzwords Today:

• Walking Pace
• Integrated
• Personalised for Passenger

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Data Security and Secure Payments
• GDPR compliance
This is not the free
• Data security breaches of credit card data press you need !!
• Evolving EU, Payment Card Industry Data Security
Standard and bank credit card requirements
• Revenue loss with passengers
• Delayed in security, missed flights, low retail spend
• Passengers dislike revenue desk queues,

RESULT:
• Negative passenger experience
• Negative social media
• Loss of share price
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Payments at Airports
Industry Trends
• Everyone wants to charge ancillary fees
• EMV / Chip Card is global standard
• Airlines liable for fraud, without chip payment solutions
• Passengers expect secure, convenient payment process
• Payments in common use environment at airports need more security
• Payments as “card not present” unacceptable
• Keyboards designed for loyalty cards, not credit cards
• Increased passengers convenience - multiple touchpoints
Impact
• Chip & PIN payment terminals required for payments

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SITA Common Use Payment Service
Designed to Meet ATI Requirements
✓ Multi-Airlines (Merchant), multi-acquirer solution.
✓ Only Point-to-Point Encryption (P2PE) common
use solution listed on PCI Council website
• Reduces scope of PCI DSS requirements
from 350+ to < 40
✓ Consistent payment solution for airline, globally.
(Airline bank dependent)
Chip and PIN
✓ SITA fully managed services, required for PCI
payment at
✓ Same payment solution for CUTE/CUPPS and airports is
CUSS Kiosks and Bag Drop
available!
✓ Reduces costs due to fraud, chargebacks,
reputational damage
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PCI P2PE Benefits

Source: PCI SSC

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Identity Management / Smart Path Touchpoints
Airline/s

Airport
Restricted Zone Border Control Aircraft boarding
Mobile Check-in Self-bag drop

Smart Path™ Hub Government

10 10
01 01
10 10
01 01

Travel data, identity details and passenger biometric linked

at the earliest opportunity to create a single travel token.
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Smart Pathtm
Biometric Self Service
Confirm Identity, Perform Biometric Match,
Reuse

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Self Service - Paradigm Shift
‘CHALLENGES’ OPPORTUNITIES
• Human behaviour • Capacity and throughput

✓ ✓
• Industrial Relations Issues • Off-airport
• Down stream operational • ID Management - biometrics
changes • Tracking – pax and bags
• Optimising the solution • Personalisation
• Stakeholder resistance and • Customer in control
collaboration

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 PASSENGER PROCESSING PORTFOLIO TRANSFORMATION

Kiosk Self Bag Drop E-Gates E-Gates Kiosk ABC Gates World
Terminal Terminal Day of Travel App ABC Kiosks Tracer Kiosk
Equipment Equipment Bag Journey
Payment
Payment
Maestro Payment
Maestro
Passenger Handler Maestro
SMART

Passenger Handler
PATH

✓ ✓ ✓ ✓ ✓ ✓ N/A

✓ : Fully launch or in customer trial

SITA Services Platform

• Whole Journey Solution – Underpinned by SITA’s support organisation

• Built in BI Capability from Door-to-Door
• Facilitates both On- and Off-Airport Processing
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SITA – Whole End-to-End Journey

✓ Great Passenger Experience

✓ Enhanced Operational
Efficiency

✓ Efficient Use of Space and

Infrastructure

✓ Opportunity for customers to

shape/anticipate future
government requirements

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