The joint project between SITA Lab and Orange Business Services highlights how NFC can be used to simplify the passenger journey through the airport.

SITA’s SIM-based proof-of-concept highlights how a Near Field Communication (NFC)-enabled smartphone can simplify the check-in and boarding process for the passenger.

The joint project between SITA Lab and Orange Business Services, shows how passengers can make use of NFC to pass through security, airline lounge and boarding gates. DESKO and Kaba also contributed to the pilot, providing advanced scanners, readers and security access gates.

Jim Peters, SITA Chief Technology Officer and head of SITA Lab, said: “Mobile NFC is still a maturing technology with multiple implementation models. We chose to implement a solution that takes full advantage of the secure element on the SIM card and over-the-air deployment from a Trusted Service Manager (TSM) to the device.

“The project was a success and we now have a dedicated NFC demo room at our offices in Geneva where airlines and airports can experience this new type of passenger journey and discuss the technology which makes it happen.”

More information can be found here.

The Chinese version of the Schiphol app offers flight information, airport maps and product offers in Mandarin, while Android users can translate airport signage using their smartphone camera.

Chinese passengers travelling through Amsterdam Airport Schiphol or Paris-Charles de Gaulle can now make use of an app that translates airport signage into Mandarin.

The app, developed by Schiphol Group in association with Aéroports de Paris, can be downloaded to iPhone and Android handsets.

As well as providing information on product offers, flights, public transport and baggage services, the maps of the departure lounges have also been translated into Mandarin. Android users can also use their smartphone camera to translate signage.

Otto Ambagtsheer, Director of Business Area Consumers at Amsterdam Airport Schiphol, said: “We developed the app jointly with Aéroports de Paris and are the first airports in Europe to address Chinese passengers in their own language. Many Chinese passengers do not read or speak English. By means of this app and indeed our entire campaign, we aim to offer the growing numbers of Chinese passengers a warm welcome and wish them a pleasant arrival at Schiphol.”

More information can be found here.

Japan Airlines is set to introduce Near Field Communication (NFC)-based mobile boarding passes later this year.

The service will be offered in partnership with Japanese mobile operator KDDI and could become a reality by this summer. KDDI will initially offer the NFC service on the Samsung Galaxy S II, but plans are in place to extend it to other handsets.

NFC has long been highlighted as potentially having a key role to play in the future travel process – from check-in and boarding, to payment and passenger tracking. Last year, SAS Scandinavian Airlines trialled the NFC-based Smart Pass to act as a wireless transmitter at self-service kiosks, security, fast track lanes, lounges, and gate facilities. The contactless technology has also been trialled by Air France KLM, Amadeus, IER and Nice Côte d’Azur Airport.

More information is available here.

Mobile technology is on the rise at Frankfurt Airport. The FRA Airport app was downloaded 27,000 in the first two months following its release, while the airport also had the highest adoption rate of mobile boarding passes in 2011.

The 2011 SITA Self-Service Survey has highlighted that passengers flying from Frankfurt Airport have the highest adoption rate of mobile boarding passes of the six major hub airports included in the survey.

In total, 37% of passengers questioned at the airport said they have used a mobile boarding pass at least once, compared to an average of 17%. This has been driven by the number of Frankfurt passengers who carry a smartphone jumping to 54% from 24% the year before.

Boris Padovan, SITA Regional Vice President for East and Central Europe, said: “The Frankfurt experience clearly demonstrates that wide availability of multiple self-service options is key to passenger adoption. In other words, if it’s readily available passengers will use it.”

Further highlighting the increasing importance of mobile technology among passengers, the FRA Airport app was downloaded 27,000 times within two months of being released.

More information is available here.

Passengers travelling from any of Dubai International Airport’s three terminals can make use of the ‘myDXB’ app to access information on flights, gate numbers and wayfinding.

The new ‘myDXB’ app for Apple and Android devices provides flight information, gate numbers and wayfinding assistance to passengers travelling from Dubai International Airport.

Eugene Barry, Senior Vice President of Commercial Unit, Dubai Airports, said: “The idea behind creating ‘myDXB’ was to simply communicate the availability and location of commercial services to millions of passengers that pass through our terminals each month.

“The application is also a great way to plan ahead, enabling passengers to maximise their time with us, and direct them towards services from currency exchange to their favourite retail or food brands.

He continued: “We understand the connection between wayfinding and customer experience, and this application is the first step in offering our customers tools to plan their time at Dubai International, and to ultimately influence behaviour and spend.”

Click here for more information.

The latest version of the Delta Air Lines app includes a baggage tracking feature, so passengers can track their bag throughout the journey.

Delta Air Lines passengers can now track their checked-in bag through the airline’s mobile app for the iPhone and Android platforms.

Passengers who have downloaded the app simply have to enter the number on their baggage receipt – or scan the barcode if using an iPhone – and they will be provided with an update on the location of their bag. The app also tells users which carousel to collect the bag from upon arrival at the destination airport.

Delta’s inflight Internet service also offers free access to the app, so passengers can check the status of their bags inflight.

The app also allows passengers to pay any baggage fees during the mobile check-in process, as well as providing access to airport maps and aircraft information.

A version is currently being developed for the BlackBerry platform and will be launched in early 2012.

Click here for more information.

Dee Waddell, Group CIO, Amtrak, discusses how mobile technology can play a key role in increasing the appeal of high-speed rail in the US.

While high-speed rail in Europe and Asia has developed at a rapid rate over the course of the last decade, development is North America has been relatively slow in comparison. However, driven by the Acela Express – which links Boston and Washington DC in the northeast corridor at speeds of up to 150mph – the viability of high-speed rail in the US has recently been proved.

Furthermore, this year, Amtrak has enjoyed record ridership and revenue, and according to Dee Waddell, Group CIO, Amtrak, in order to build on this, adopting new technologies is a fundamental part of the strategy for the future.

“We need to upgrade some of the infrastructure we have, particularly on the technology side, and one of the things we’re doing is pushing out to our customers, as well as our workers, mobile technology,” he said.

In addition to the mobile website, Amtrak has also introduced a dedicated iPhone app to give customers more control over their journey.

iPhone app

As well as a mobile website, Amtrak has recently launched a dedicated iPhone app, which allows customers to plan and book travel, modify reservations, check train statuses, connect to their Amtrak Guest Rewards account and more.

“I think in some regards we’re transforming the industry with this, and definitely transforming Amtrak,” Waddell added.

Working together

Although high-speed rail is often viewed as a competitor to domestic air travel, Waddell explained that looking at the “whole journey from a customer perspective” – from the moment the customer leaves their house to the moment they arrive at their destination – is vital to providing the best possible travel experience.

Referring to the relationship between the rail and air transport industries, he said: “I do see that we have to work together in terms of the customer experience and I think that we each have our unique advantages; airlines have their unique advantages, rail has its unique advantages, and so do other forms of transportation as well.”

While significant differences inevitably exist between rail and air travel, such as the speed of the journey and the check-in processes, bringing them together to “create one unique experience is really the challenge and the opportunity that the industry has”.

Should the two forms of travel be more closely linked with the benefit of the passenger in mind, this could pave the way for an integrated and enhanced travel experience in the future.

Delta Red Coats carry hand-held computers that enable them to deal with customer enquiries on the spot.

At a time when airlines are finding more ways to reduce face-to-face contact with passengers at airports, expanding the number of self-service options with do-it-yourself baggage check-in and self-boarding gates, airlines such as Delta, American Airlines and Iberia are also investing in ‘mobile’ service agents to improve customer service. Equipped with handheld devices and bearing names such as Red Coats, YADAs, LineBusters or Experience Agents, these agents are trained to be pro-active, approaching passengers without waiting to be called upon.

Delta Red Coats

Responding to passenger feedback for a more personal touch on the ground, Delta in recent years has revived its service programme known as ‘Red Coats’. Considered a kind of super service agent, the Red Coats’ primary mission is to fix problems, and their coloured jacket makes them easy to spot for passengers. Delta’s agents carry hand-held computers that let them handle an array of customer issues on the spot, such as helping customers make connections, handing out new boarding cards, or providing food vouchers if there is a need. Over 800 agents are currently deployed airside at airports across the US, as well as at Delta’s Asia hub at Tokyo Narita.

American Airlines YADA

Ford: “Our customers are mobile by definition, and when we can equip our employees with real-time mobile technology that enables them to make better decisions on behalf of the customer, we all benefit.”

American Airlines in 2009 introduced a program called ‘Your Assistance Delivered Anywhere’ (YADA) to tackle long lines at check-in counters and self-service kiosks. Equipped with the YADA hand-held device, airport agents can come out from behind the check-in counter to provide real-time information on flights, gates and baggage directly to customers anywhere in the airport.

Iberia, Delta, American Airlines and United are among the airlines that have invested in mobile service agents to improve the level of customer service in the airport environment.

AA agents roam airport departure and arrival halls with the YADA device during peak traffic hours, after cancelled or delayed flights, or when international flights land and passengers need to make a quick connection. YADA-carrying agents can also scan boarding passes, check bags, print bag tags and boarding cards, provide connecting information, and pull up maps of other airports. The device, the size of a large cellphone, is attached to a small printer that hangs from the belt of the airline employee. AA’s CIO Monte Ford said: “Our customers are mobile by definition, and when we can equip our employees with real-time mobile technology that enables them to make better decisions on behalf of the customer, we all benefit.”

AA also sees the handheld as a revenue-generating tool. YADA agents are also often stationed at security checkpoints to monitor customers who may be carrying on bags that should have been checked. Because the devices also read credit cards, agents can charge a bag fee directly at the boarding gate. YADA has been deployed at nine AA hubs, including New York JFK, Chicago O’Hare and Dallas/Fort Worth.

United LineBusters

United Airlines is equipping United service agents with so-called ‘LineBusters’ devices. The Motorola MC75A handhelds, which can scan boarding passes and read credit cards, display which customers have been automatically rebooked on another flight after a cancellation or missed connection. Agents in the post-security area then pro-actively approach customers standing in line to determine if they are better off going directly to a kiosk to print a boarding pass, thereby reducing the line and the time spent waiting for information. “So many people just have simple questions that can be answered without waiting in line”, said Guy Zalel, Project Manager for Airport Strategy at United. According to Zalel, two agents using the units can clear a line of about 100 people in 20 minutes.

At its Madrid-Barajas hub, Iberia’s customer service staff carry iPads, which allow them direct access to information to answer passengers’ questions.

United says the LineBusters are a third line of defence against missed connections; the best-case system delivers the message by cell phone; the first back-up is provided by large screens above the kiosks, but they are sometimes overlooked by anxious travellers. The airline has deployed about 40 of the handheld computers across its five hubs, including Chicago O’Hare, LAX, San Francisco and Washington Dulles.

Iberia IBPad

While the likes of Delta, United and AA have equipped airport staff with more traditional handhelds, the Apple iPad has also made its way to airport customer service. In early 2011, Spanish airline Iberia provided customer service staff at its Madrid-Barajas hub with iPads to provide them with real-time access to information in order to enable them to make better decisions and keep passengers informed. Iberia’s so-called IBPad is loaded with 30 different applications, which, according to the airline, together put the entire airport in the palm of the employee’s hand. Iberia says the IBPad has improved everyday operations and dealings with customers, boosting communications and staff decision-making autonomy, while eliminating the use of paper.

Changi Experience Agents

Changi Experience Agents can make use of iPads to retrieve information, such as the latest flight updates, store location, and check-in gates.

On a similar note, so-called Changi Experience Agents (CEAs) have been walking the grounds at Singapore Changi Airport since March 2011, helping passengers with check-in or transit needs, locating missing luggage, and assisting passengers with their onward connections. Each CEA is equipped with an iPad with which they can retrieve information, such as the latest flight updates, store location, and check-in gates.

Although airlines have automated much of the airport process by installing self-service kiosks, provide text message alerts to notify travellers of rescheduled flight times (for example, Air France KLM’s Connect service) or have developed smart phone applications to help passengers navigate an unfamiliar airport, advances in handheld devices also allow airlines to improve face-to-face customer service, as well as ensure that the right numbers of staff are in the right place at the right time.

The new Aegean iPhone app allows passengers to check-in, view their booking, download their boarding pass and access their Miles&Bonus frequent flier account.

Aegean’s new mobile website and iPhone app allows passengers to check-in, view their flight details and download their boarding pass directly to their handset.

Passengers can also check their Miles&Bonus account and timetables, while a comprehensive travel service application is also offered, where the latest news and offers can be viewed, along with travel guides for all the airline’s destinations, a lounge finder, airport guide and a hotel booking facility.

The mobile website – which is available in six languages – also provides direct links with the Aegean Twitter and Facebook social media pages.

Another feature of the iPhone app is the Parking Finder, which remembers where you’ve parked your car at the airport and provides directions to it when you return.

For more information, click here.

Since being introduced in August, the new Frankfurt Airport app has been downloaded more than 50,000 times and is actively used by as many as 3,000 people per day.

A number of major airports now have a dedicated smartphone app to act as an interactive guide for passengers both before and during their journey, and passengers have the opportunity to use these apps as wayfinding tools inside the terminal building.

Frankfurt Airport is among the airports to have recently launched such an app. Since its introduction in August, more than 50,000 iPhone users have downloaded it, and between 2,500-3,000 passengers make use of it on a daily basis.

The main features include information on getting to the airport, flight status updates, information on shops, restaurants and other airport service facilities, a parking recommendation tool and detailed maps to simplify wayfinding.

“We’re also working on three new products for the future,” explained Erwin Hoffman, business development manager, HVM Retail and Real Estate division, Fraport AG. “We’re working on a new version of the iPhone app that will be launched in November, an Android version of the app, and a browser version, which can be used on all web-enabled phones because it’s browser based.”

While further improving wayfinding via the app is something that Fraport is exploring, Hoffman explained that having access to an electronic version of airport maps shouldn’t be seen as a pre-cursor to the phasing out of permanent signage. “It will always be the case that you need signage,” he said. “Airports are very busy places and people can be very stressed out if they’re rushing for a flight. If you’ve got an electronic guide, this can make the process easier but it should be used to supplement signage, not replace it. In fact, if anything, airports should focus on continuing to improve signage.”

Indoor geolocation

Tarneaud: “This may be the future of wayfinding but it will never replace permanent signage.”

Aéroports de Paris is another airport operator to have embraced smartphones as a means of assisting passenger wayfinding and the ‘My Way Aéroports de Paris’ Android app makes use of indoor geolocation to guide passengers to points of interest over a 200,000sqm area in Paris-Charles de Gaulle Airport.

“With this app, you know where you are in the airport, it includes points of interest, it’s totally intuitive, and it can direct you right to your boarding gate,” said Olivier Tarneaud, head of marketing, Aéroports de Paris. The trial of the app has been so successful that it will now be introduced permanently and extended also to Paris Orly Airport.

However, while the benefits of the interactive wayfinding element are clear, Tarneaud commented: “This may be the future of wayfinding but it will never replace permanent signage.”

He continued: “In society, you have three large segments. There are people that are total technology addicts; people who are the very opposite and don’t like to use new technologies; and then the people in the middle. Technology will never replace humans and it will never replace signage in an airport. It’s an additional option for people who enjoy technology.”

Smartphones – “A remote control for your life”

However, even if apps will only supplement the more traditional wayfinding techniques, Fraport’s Hoffman explained that there is still plenty of scope for the further development of apps to enhance the passenger experience. For instance, the app can be further personalised to suit the individual user; it can become a primary forum for dialogue and interactivity between the user and the airport; it may be used as a booking and payment tool for ancillary services; and it may also provide targeted information on shopping offers.

Hoffman added: “I once heard someone say in a discussion that the smartphone will become a remote control for your life, and to an extent, I agree with this.”

So, even if it won’t become the primary means of airport wayfinding, the smartphone app can still play an integral role in the overall airport experience.

Hear more on mobile innovation at ACI Airport Exchange and FTE Asia 2012.