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Enhancing the passenger experience through an integrated approach to self-service opportunities
Journal of Airport Management,
10
(1),
49-63
(2015)
Abstract
The aviation industry continues to rapidly adopt passenger self-service functions, but largely in a caseby- case manner, without regard to the benefits of information sharing and integration across the entire passenger journey. This paper provides a focus for the airport operator, airline and key airport stakeholders in improving the passenger’s journey through the entire air travel experience. It specifically presents the requirements for, and benefits of, a well-established integrated passenger self-services programme (IPSSP). In discussing the passenger processing challenges, this paper presents a concise method for establishing an airport-wide IPSSP. Emphasis is given in the later portion of the paper to an analysis of passenger services across all process areas of an airport. Readers will get a better understanding of how an airport operator and its stakeholders can improve the offering of passenger self-services through the establishment of an IPSSP. Key benefits to an IPSSP are greatly enhancing the overall passenger experience, improving passenger flow and providing additional commercial opportunities for the airport operator and its other customers — especially airlines and concessionaires.
Keywords: passenger self-services; integration; passenger’s journey; customer service; passenger flow
The full article is available to subscribers to the journal.
Author's Biography
Frank Barich is founder and principal consultant of Barich, Inc., a business consulting firm serving the aviation industry. He has over 30 years’ experience in his profession and currently serves in project leadership and consulting roles, providing the overall guidance for his company’s direction. His experience includes strategic planning, project management and engineering design. Since 1990 Frank has used his expertise to support the aviation industry. During this time, he has had the privilege of helping to advance North American airport initiatives in key strategic areas such as with passenger processing, airport operational technologies and common use. Frank actively works with industry associations and research organisations that contribute to the furtherance of the aviation industry. For airport concerns, he currently serves on the steering committee for ACI-North America Business Information Technology, and participates as an invited member on the ACI World IT standing committee. For airline concerns, he is an active participant on the IATA common use working group, and assists A4A with its planning requirements in meeting the current US Department of Transportation kiosk accessibility mandates.
Leslie Ruiz is a senior business analyst for Barich, Inc., with more than 18 years of experience in business systems analysis, software development and project management. She is recognised as an accomplished business analyst who is experienced in all phases of applications development from business needs assessment to solution validation. Her knowledge has spanned the telecom, utilities, public service and distribution industries. Recent projects in the parking operations office have aided in research into enhancing passengers’ overall travel experience from their arrival to their exit. Leslie has served as a liaison between project stakeholders, subject matter experts, implementation and test teams and end users in order to support changes to processes, policies and information systems.
Jim Miller is a senior consultant for Barich, Inc. and the former director of enterprise architecture for Denver International Airport (DIA). Jim retired from DIA in late 2013. During his 23 years at DIA, he served in numerous management and technical capacities, and was a member of the office of the CIO for DIA. As a consultant for Barich, Inc., Jim continues to engage technology organisations in methodologies as to how technology can promote the airport’s strategic vision in tangible ways. Jim has served as the chairman of the Airports Council International — North America Business Information Technology (BIT) committee and as chairman of the AIDX flight schema working group for both ACI-NA and IATA for several years. He was instrumental in the AIDX schema becoming recommended practice for all flight data transactions by ACI, IATA and A4A.
