This document summarizes discussions from the second working session of the Future Travel Experience 2012 conference. It discusses improving the customer experience through a holistic and joint approach between all stakeholders across the airport process. This involves sharing information online in real-time to identify pain points, optimize processes, and create a more seamless door-to-door customer journey. Examples provided include online status updates, forecast sharing, and dynamic management of facilities based on shared infrastructure data. The goal is to move all stakeholders to work from the same shared model and priorities to simplify the customer experience.

1. Optimization: Back to the Core
7Th GroundStar User´s Conference
Future Travel Experiece 2012
Second Working Session

2. What is Customer Experience? : All is about the
Future Travel Experience 2012
2nd Working Session
The total sum of all the interactions
that a customer has with a business
in the course of their daily life, as
compared with their expectations.
These interactions will either
strengthen or weaken the future
relationship and that customer´s
desire to return, spend more and
recommend.
It is a blend of an organizaction´s
physical performance, the senses
stimulated and emotions evoked.
CX = Σ Perceptions - Expectation
Max. Perceptions:
• Increasing the number
• Increasing the quality
• Increasing the frecuency
Δcx
Δcx

3. Which is our playground? ,every touch-point matters
Future Travel Experience 2012
2nd Working Session

4. Future Travel Experience 2012
2nd Working Session
Reduce and simplify the pain points require and holistic approach

5. Traditionally we have worked in silos…
Future Travel Experience 2012
2nd Working Session
Airport
Authority
Stakeholders
Customer
Others
Air.Dept

6. Future Travel Experience 2012
2nd Working Session
Customer
CommunityCompany & Partners
A new way of shared interaction is needed
• Online exchange of information
• Common review of the stress-points
• Joint Optimization processes
• Technology alignment
• Win-Win areas for all stakeholders
• Shared business oportunities within the
Airport
Interaction Joint SpaceEmployee
• Increasing the quality
• Increasing the frequency
• Gathering alignment
• Digitally driven
• Mobile availability
• Self oriented
?

7. Future Travel Experience 2012
2nd Working Session
The unbalanced situation must be reformulated
Interaction Joint Space
CustomerEmployee
CommunityCompany & Partners

8. The D2D customer journey & the shared areas
Future Travel Experience 2012
2nd Working Session
Truth Moments
Touch Points where
to create and
Maximize experiences
proactively
Opportunity
to advocate
Shared
Experience
where to create
expectations
Lesson
Learnt
Shared
Experience
where to create
better products
services
Door to Door processes
supported by multi-scheme
data streams shared
in online mode in all senses
CustomerEmployee
CommunityCompany.

9. Future Travel Experience 2012
2nd Working Session
Complete
Re-design
Full Auto
Check - in
QSP
Self
Boarding
Self Rebooking
Auto PIR
Check-In
Baggage
Connections
Boarding
Customer Service
Security

10. Future Travel Experience 2012
2nd Working Session
The ability to
offer a
homogeneous
Product &
service in time
of incidents
Better response
times throughout
the entire airport
sub- processes
portfolio
Generate
cost savings
over the
third parties
operation
BHS
Provider
Op Div.
Airport
Security
Airport
Retail
Quality
Airport
Metro
Hotels
Police
Social M.
Depart.
Restaur.
ATC
GHE
Mainten.
Vip
Lounges
Accurate &
taylormade
answers to
all customer
needs

11. Several examples of what we are doing
Future Travel Experience 2012
2nd Working Session
• Online stands & boarding gates assignment
based on a connectivity cost model
• Shared forecast of the activity : expected
baggage, local pax,etc.
• Express bagage management in the BHS
based on CRM criteria transferred
• Passport & Security Filters conformance
online data exchange
• Digital exchange of claims
• A-CDM Vs TAM ( Total Airport Management ):
Airline online preferences AMAN/DEMAD
1 of 2

12. Future Travel Experience 2012
2nd Working Session
• Online hotel rooms availability
• Online exchange of the e-voucher status
with all the airport´s restaurants
• Online status of the auto check-in kiosks
• Online status of each piece of baggage
• Dynamic management of the carrousels
based on the shared mechanical status of
the infrastructure
• The status of all turnarround processes
with the subcontractors.
• Online deicing pads preferred.
• Online Status of each GHE
2 of 2Several examples of what we are doing

13. To move the CX forward we must all move the same shared wheel
Future Travel Experience 2012
2nd Working Session
The reward?...let the customer Simply Fly……

14. Future Travel Experience 2012
2nd Working Session

15. Optimization: Back to the Core
7Th GroundStar User´s Conference
Dimitris Bountolos Montabes
Head of Coordination & Hub Development