SEPTEMBER 2014
PASSENGER TERMINAL WORLD | SEPTEMBER 2014 IN THIS ISSUE: SMART SECURITY | BIOMETRICS | LONDON HEATHROW INTERVIEW | FUTURE TECHNOLOGIES
THE FUTURE ISSUE
published by UKIP Media & Events Ltd
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SITA INTERVIEW SITA’s top man in Europe, Dave Bakker, shares his vision for the future passenger terminal experience
BIOMETRICS
SECURITY
Could the use of biometric technology make boarding passes and passports obsolete?
IATA’s Smart Security program unveils its firstgeneration security checkpoints
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In this issue…
01
COVER STORY 52
Flight 2034 To celebrate our 20th anniversary, 20 experts travel forward in time to the terminal of 2034 – prepare to be amazed!
Twenty years from now, passengers won’t have to find their way to baggage claim carousels because those carousels won’t exist
04
14
40 26
Features UPDATE 4
Mexican development Plans unveiled for a US$9bn international airport in Mexico City
6
Wearable technology SITA creates boarding pass technology for smartwatches
8
Get appy The latest apps aimed at improving the passenger experience
10
Industry forecast ACI makes predictions for the future of passenger, airline and cargo growth in 2031
ONES TO WATCH 14
Trail blazers Passenger Terminal World takes a look at the past and future development projects at 20 of the world’s best airports
passengerterminaltoday.com
BIOMETRICS
INTERVIEWS 46
20/20 vision Dave Bakker, SITA’s European president, makes his predictions for changes to technology
SECURITY
66
Inside information Richard Harding, head of IT strategy and innovation at London Heathrow, talks about the impact the new innovation team is having on the airport
26
32
Science of self Advances in biometric technology will streamline the overall airport experience Remote control IATA’s Smart Security program is transforming the checkpoint at airports around the world
TECHNOLOGY 40
Take five A look at five key technology trends set to revolutionize the airport experience for passengers
46
SEPTEMBER 2014 | Passenger Terminal World
In this issue…
Regulars
99 104
83 Software AirportSolutions.dk
Now arriving New technologies, systems and projects Back chat Comparing 1994 predictions with 2014 reality
DESIGN AND TECHNOLOGY 70 Self-service BagDrop Systems 72 Airport design ADPI 74 Bag tags eezeetags 75 Automated baggage Alstef 77 Common use ARINC 79 Bag-drop solutions DSG Systems 80 Seating design Zoeftig 81 Check-in Materna
84
Terminal planning Airbiz Aviation Strategies
85
Screening L-3 Security & Detection Systems
87 Displays NEC 89 Border control Mühlbauer
Editorial
91 Security Vision-Box 92 Air diffusion Strulik
79
93 94 95
Furniture OMK Design Information systems Via Guide Airport management MacDonald Humfrey (Automation) Ltd
96
Simulation Aviation Research Corporation
Helen Norman, * editor of PTW,
Editor’s comment* Crease-free clothing – that’s my prediction for the future. In 20 years’ time, I will be able to casually throw a shirt on the floor, only to pick it up the next morning, shake it down and pull it back on, without a crease in sight. Convenient, eco-friendly, perhaps a little smelly (self-laundering?), but nonetheless a giant step forward for modern man. As for what the passenger terminal of 2034 might hold, our expert panel on page 52 suggests that seamless security, effortless baggage handling and an embarrassment of retail riches and entertainment experiences will represent equally impressive progress. “The passenger experience will be one of going to a space designed to relax and de-stress,” says Frederic Leger, director of airport passenger cargo and security products at IATA. “Security for passengers will evolve, perhaps to the point where there is no visible process between the entrance of the airport and the aircraft. The shopping environment will be open to both the traveling and non-traveling public. The airport will be a place you might choose to go on a Sunday afternoon to see museum exhibits.” Some of the technology that will underpin this oasis of efficiency and comfort is already with us – biometrics (see page 26) has started to transform the terminal, while wearable devices are beginning to make their mark – see page 40 for more suggestions on those most likely to shape tomorrow’s travel environment. Meanwhile, many futurologists predict that we will all soon have a personal digital assistant on hand that will know our likes and dislikes when making our travel arrangements, automatically booking a window seat and a quiet hotel room away from the elevator, for example. It could also make an airport restaurant reservation and suggest a good gift to buy a loved one. I’m not sure how I feel about these latter developments – after all, some of my favorite travel memories are those serendipitous moments when a restaurant or shop is discovered purely by chance. However, a little help probably wouldn’t go amiss, particularly at the airport, when one is too tired for spontaneity. If I can work out how to get it to do the ironing, I’m sure I’ll come around in the end!
Cover image: Magictorch
02
is on maternity leave until April 2015
Security for passengers will evolve, perhaps to the point where there is no visible process
Editor: Helen Norman (helen.norman@ukipme.com) Acting editor: Hazel King Assistant editor: Daniel Symonds Production editor: Alex Bradley Chief sub editor: Andrew Pickering Deputy chief sub editor: Nick Shepherd Proofreaders: Aubrey Jacobs-Tyson, Christine Velarde, Tara Craig, Nicola Keeler, Lynn Wright Art director: Craig Marshall Art editor: Nicola Turner Design team: Louise Adams, Andy Bass, Anna Davie, Andrew Locke, James Sutcliffe, Julie Welby, Ben White
Advertising Publication director: Damien de Roche International sales: David Binge Associate publication director: Andrzej Smith Australasia business manager: Chris Richardson (tel: +61 4207 64110) Head of production & logistics: Ian Donovan Deputy production manager: Lewis Hopkins Production team: Carole Doran, Cassie Inns, Frank Millard, Robyn Skalsky Circulation: Adam Frost Editorial director: Anthony James Managing director: Graham Johnson CEO: Tony Robinson The views expressed in the articles and papers are those of the authors and are not endorsed by the publishers. While every care has been taken during production, the publisher does not accept any liability for errors that may have occurred. Published by UKIP Media & Events Ltd, Abinger House, Church Street, Dorking, Surrey, RH4 1DF, UK Tel: +44 1306 743744 Email: ptw@ukipme.com Fax: +44 1306 742525 Editorial fax: +44 1306 887546 Join our group on at passengerterminaltoday.com Printed by William Gibbons & Sons Ltd, 26 Planetary Road, Willenhall, West Midlands, WV13 3XT, UK
Passenger Terminal World USPS 013954 is published quarterly, in March, June, September and December. Annual subscription price is US$90. Airfreight and mailing in the USA by agent named Air Business Ltd, c/o Worldnet Shipping USA Inc, 155-11 146th Street, Jamaica, New York 11434. Periodicals postage paid at Jamaica, New York 11431. US postmaster: send address changes to Passenger Terminal World, c/o Air Business Ltd, c/o Worldnet Shipping USA Inc, 155-11 146th Street, Jamaica, New York 11434. Subscription records are maintained at UKIP Media & Events Ltd, Abinger House, Church Street, Dorking, Surrey, RH4 1DF, UK. Air Business is acting as our mailing agent. Member of the Audit Bureau of Circulations. Average net circulation per issue from 1 January to 31 December 2013 was 11,159 ISSN 1362-0770 Passenger Terminal World. This publication is protected by copyright ©2014
Published by
Anthony James, Editorial director Passenger Terminal World | SEPTEMBER 2014
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04 MEXICO CITY INTERNATIONAL PROJECT: Design of new airport LOCATION: Mexico City COMPLETION DATE: 2018 COST: US$9.2bn
making waves
Foster + Partners unveils plans for a futuristic airport in Mexico City
In September 2014, Enrique Peña Nieto, president of Mexico, announced to the world that the government had planned and approved the construction of a new superhub airport in Mexico City. A team led by Lord Norman Foster, founder of Foster + Partners, and Fernando Romero, founder of FR-EE, will work in collaboration with NACO (Netherlands Airport Consultants) to construct Mexico City’s new international airport. The project will cost around US$9.2bn and will create an estimated 160,000 jobs during its construction. The use of localized lightweight materials and a systemized approach to construction means that the first phase could be completed within a four-year timeframe. Lord Foster said, “Stansted Airport’s reinvention of the conventional terminal in the 1990s was emulated worldwide –
this breaks with that model for the first time. It pioneers a new concept for a large-span, single airport enclosure, which will achieve new levels of efficiency and flexibility – and it will be beautiful. The experience for passengers will be unique. “Its design provides the most flexible enclosure possible to accommodate internal change and an increase in capacity. Mexico has really seized the initiative in investing in its national airport, understanding its social and economic importance and planning for the future. There will be nothing else quite like it in the world.” Airport specifications Lord Foster’s engineering firm, Foster + Partners, unveiled its plans for the 6,000,000ft2 airport shortly after the Mexican president’s announcement. The specifications for the airport
www.passengerterminaltoday.com ... Passenger Terminal World | SEPTEMBER 2014
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MEXICO CITY INTERNATIONAL 05
ABOVE: From second left to right – Nigel Dancey, Lord Foster and Fernando Romero LEFT: Rendering of the terminal entrance
building will be serviced from beneath, meaning that there will be no ducts and pipes running along the roofline. Nigel Dancey, senior partner and head of studio for Foster + Partners, said, “This is one of the most important projects in Mexico in modern times. Our companies combined provide a proven track record on airport design and possess the local expertise to deliver this project. “It is hard to predict the future with any degree of certainty, but due to its large structural spans, the airport will be flexible to adapt to future changes and requirements, such as those from security, airlines, retail and others.”
showed that it would be built with an initial three runways and single terminal, with plans to add a further three runways by 2062. The annual passenger capacity will begin at 50 million and will rise to 120 million when all six runways are in operation. The single terminal will be enclosed in a continuous lightweight glass and steel membrane and will maximize the use of natural light all year round. The bulbous design of the outer shell is intended to be evocative of the eagle on Mexico’s crest of arms and will be luminous when viewed from above. Passengers will find the spacious terminal easy to navigate with short walking distances and fewer level changes. The interior will be designed with an emphasis on Mexican culture and will include details such as a Mesoamerican symbol of the sun within the main vaulted hall. The entire
MAIN IMAGE: The new airport’s luminous shell as seen from above. The shape is evocative of an eagle with its wings open ABOVE: Rendering released by Foster + Partners of the vaulted terminal concourse
Sustainable design The LEED Platinum design of the building works with the Mexican environment to harness the power of the sun and to collect rainwater. It will also use outside air to maintain temperatures within the terminal for a large part of the year without the need for additional heating or cooling. The entire complex will be built on federal land and will include parking for 5,000 cars. The architecture and planning are specific to the site as the soil and seismic conditions are unique. A spokesperson for NACO said, “This project aims at supporting sustainable growth of the city masterplan without compromising economic development. It needs to have a positive impact on the surrounding socio-economic environment.” NACO will be responsible for the functional design of the terminal building, such as baggage handling systems, as well as airside infrastructure, including airfield ground lighting and fuel systems. NACO and Foster + Partners have successfully collaborated in the past on Beijing Capital International Airport’s Terminal 3 building and the new terminal for Kuwait International Airport. Mexico City’s current airport, Benito Juárez International, will close to public use once the new airport is completed. Benito Juarez currently operates at the brink of its capacity, serving approximately 33 million passengers annually. n
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SEPTEMBER 2014 | Passenger Terminal World
06
WEARABLE TECHNOLOGY
LEFT: Wearable technology is transforming the passenger journey
time to board SITA launches boarding pass technology for smartwatches
RIGHT AND BELOW: Passengers are already able to use boarding passes on their smartphones
Airlines can now offer passengers the option of using their android watches as boarding passes thanks to an application programming interface (API) developed by SITA. Commercially released smartwatches and other wearable technologies are still in their infancy, but SITA’s boarding pass API for smartwatches enables an airline to create a user-friendly app that transforms the passenger’s wearable device into a necessary tool for traveling. According to Rico Barandun, director of airport solutions at SITA, the APIs are an economical way of delivering boarding passes to passengers and staying up to date with the myriad of consumer’s devices and continually changing technology. With the SITA API shared solutions, customers get the benefit of only paying per use and not having to invest in a high-one off cost. “Passengers want to use 2D barcoded boarding passes, yet to date only the major airlines with considerable IT resources have been able to deploy mobile boarding passes; other airlines are left struggling on how to deploy this in a cost-effective manner. This API gives airlines the opportunity to offer their passengers the convenience of these passes.
Passenger Terminal World | SEPTEMBER 2014
“No departure control or check-in system today provides a complete 2D, IATA-compliant, mobile boarding pass image creation and customizable message delivery process, to any mobile device and digital wallet. SITA’s API exposes its solution so that airlines don’t have to create their own. This is a community offering which will work with any check-in system and gets updated regularly as technologies change,” adds Barandun. The smartwatch application starts to work as soon as a registered passenger checks in. A message is then sent to the API instructing it to send out a digital boarding pass by SMS, email or by using push notifications. This command will continue to run until the API receives confirmation of receipt from the user’s smartphone. Passengers will then be sent an alert reminding them of their flight details, including flight times and location. One swipe of the smartwatch will reveal the boarding pass and a further swipe will reveal the two-dimensional barcode, which is scanned at the gate. Jim Peters, CTO, SITA, said, “SITA’s boarding pass is fully compliant with international regulations, including the TSA, so can be used at airports across the world. We’ve made this available through our industry API platform so it will be interesting to see which airlines will be the early adopters. “Smartwatches haven’t really taken off just yet, but the predictions are very strong. The SmartWatch Group reports that 40 companies launched smartwatches in 2013 and it predicts these devices will become indispensable in the years to come. SITA has now made it possible for airlines to be ready for boarding when these wearable tech devices go mainstream.” SITA provides a range of APIs for airlines and airports on its developer.aero platform, including solutions for beacons, baggage tracking and iTravel. Several major airlines have already taken up use of the boarding pass technology, including Jet Blue, Malaysia Airlines and Virgin Atlantic. n
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MOBILE SOLUTIONS
08
app happy Airports are using mobile technology to create a new range of apps that will enhance the passenger experience
Omni app
OmniServ has launched an app that allows its contracted airport workers to interact with passengers from different countries by using their smartphone or tablet device. Antony Marke, director of passenger services for OmniServ, explained, “The app enables the employee to engage with the passenger no matter what language or question is asked. We use a version of Google translate to enable the employee to communicate and allow internet searches, ensuring we are always ready to help.” Alongside the translation feature, the app also serves as a virtual platform connecting OmniServ’s workforce across the airport. Employees can login and register anything that has affected service delivery, such as an accident, and the app will send an automated email alert to the relevant health and safety department. Staff can also use the app to interact with each other to organize shifts and prepare services for a sudden influx of passengers.
Flying audio
San Francisco International Airport (SFO) has collaborated with navigation technology company indoo.rs to develop a prototype app for visually impaired passengers. The technology uses 500 Bluetooth Low Energy (BLE) beacons that have been installed at various points throughout Terminal 2. The app software then correlates each beacon location with points of interest, including shops, restaurants, bathrooms and even power points. The beacon signals are more accurate than GPS and trigger an audio call from each point of interest as the user approaches. Doug Yakel, public information officer at San Francisco Airport, said, “The app gives visually impaired travelers a new level of independence in navigating through the airport, making the process more seamless and enjoyable. It is still in a prototype stage, with further development to occur before a full release to the public. This includes installing BLE beacons in all the terminals at SFO. We’re hoping to have something ready by next summer.”
Translation sensation
Narita International Airport Corporation has launched the Tabimori Travel Amulet app to help passengers visiting Japan. Available on Android and iOS operating systems, the app supplies foreign travelers with useful information and is linked to Japan’s most popular travel site for tourists, japan-guide.com. It also works with multilingual voice translation app NariTra. Publicly available wi-fi is limited in Japan, so Tabimori contains enhanced features that allow it to work offline on a mobile device. Using a clipping function and the mobile’s cache memory, the app can download and save information while the device is connected to the internet for use at a later date. Hidehisa Matsumoto, senior manager of IT development and planning at Narita Airport, said, “Passengers don’t need guidebooks – just one app that has a transfer guide, currency converter, free wi-fi guide and more. Tabimori can support you with its emergency manual, list of embassies and phrase book.”
Border control
US Customs and Border Protection (CBP) has created the Mobile Passport Control (MPC) app, which is free to download from Apple’s app store and allows US and Canadian visitors to submit their passport information and customs declaration form via their smartphone prior to CBP inspection. Currently the technology can only be used at Hartfield-Jackson Atlanta International Airport but will be available in other airports later this year. The app will also extend to Android smartphone users in the future.
To use MPC, passengers must first download the app onto their smartphone or tablet and then create a profile containing their passport information. Customers are then asked to complete a ‘new trip’ section before being sent an encrypted QR code. This QR code is then handed to the CBP official, who will scan it to access the passport details. The code expires after four hours.
Following footsteps
Finavia has partnered with technology firm Walkbase to install 300 iBeacons that pinpoint mobile devices passing through Helsinki Airport. The airport operator installed the passenger flow management technology so that it could use the data to monitor passenger flow bottlenecks in areas such as security gates and shopping areas. The technology will also allow retailers and the airport to maximize any marketing strategies. Thomas Wuoti, CEO and co-founder of Walkbase, said, “Imagine a truly 21st century airport experience, where your smartphone tells you if there is time to shop or eat or make it to your departure gate. That is already possible at Helsinki Airport with Walkbase technology.” n
Passenger Terminal World | SEPTEMBER 2014
PS. Don’t forget to download the Passenger Terminal World app
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THE GATEWAY TO NEW SOLUTIONS
come here to “lookWeatalways new technologies and basically to see what is new in this market…each year you have to come because this is The Show in our industry
”
Bernard Thiboutot Director, Marketing, Aeroport de Quebec Inc, Canada
This year was really “amazing in terms of the
coverage, the companies that are present, the different types of technologies and products that are displayed…I will definitely come again
”
Hazem Conrol General Manager E-Commerce Saudi Airlines, Saudi Arabia
10-12 March 2015 Porte de Versailles, Paris, France THE WORLD’S LEADING INTERNATIONAL AIRPORT TERMINAL EXHIBITION
www.passengerterminal-expo.com PTX 2015 Ads 215x275 New (SL).indd 1
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10
Passenger numbers in 2031
4.1% per annum over the next 20 years
DOMESTIC
INTERNATIONAL
INDUSTRY FORECAST
Passenger traffic will grow by
12.2 billion
Freight growth
Freight volumes
2031
2012
will grow faster than passenger operations, more than doubling by 2031
225 million tons
93 million tons
Passenger growth by region 2012-2031
2.9%
2.0%
5.1% 5.2% WORLD
5 billion
Aircraft movements will increase by
By 2031, Asian airports will handle nearly three times more aircraft movements than in 2012
2.9% per annum to reach 137 million by 2031
Aircraft will hold nearly
5.0%
4.0% Passenger growth
6.0%
30%
more passengers in 2031
positive outlook Passenger numbers, freight volumes and aircraft movements are all set to rise over the next 20 years as the aviation industry continues to develop As the articles throughout this issue of Passenger Terminal World indicate, the outlook for the future of the aviation industry is nothing but positive. From the latest biometric technologies to new security processes, the passenger journey will continue to improve over the coming decades. And passenger and freight numbers are set to continue this positive trend, according to ACI’s Global Traffic Forecast 2012-2031. Despite the short-term outlook for traffic growth looking sluggish, the report says that by the end of 2014 passenger numbers are expected to accelerate along with global economic growth, reaching 12.2 billion passengers by 2031.
Passenger Terminal World | SEPTEMBER 2014
Freight volumes are also looking good for the next 20 years, with the ACI report predicting growth of 4.5% per annum on average during 2012-2031. Asia-Pacific will retain the title of largest freight market in the world with average growth of 5.8% per annum, while Latin America/Caribbean is also expected to grow steadily over the next two decades. European and North American freight markets will grow more slowly – 3.0% and 3.1% per annum respectively. Aircraft movements will also increase by 2.9% per annum to 137 million by 2031. Asian airports will handle almost three times as many aircraft in 2031 compared with 2011, and aircraft size will be the highest in the Asia-Pacific region. n
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10-12 March 2015 Porte de Versailles, Paris, France
200+ expert industry speakers from around the world will gather to share their ideas, experiences, knowledge, innovations and visions for the future of the airport and airline industries! CONFERENCE TOPICS INCLUDE: Airport Cities & Transport Connections Airport Design, Planning & Development Airport Design, Planning & Development – Middle East & Asia Aviation Security, Border Control & Facilitation Baggage Processing, Tracking & Identification Commercial Development, Retail & Media Customer Service & Passenger Experience Energy, Environmental Issues & Sustainability Increasing Airport Capacity Management & Operations (inc. ACDM, ATC & TAM) Passenger Processing, Check-In & Self-Service Facilities Maintenance & Management Technology, Systems Integration, IT & ICT
“
Conference is great, offers a lot of opportunities, a lot of topics are covered…I wish I had enough time to go to all of them
”
Jacqueline Yaft Deputy Executive Operations and Emergency Manager, Los Angeles World Airport - Los Angeles International Airport
“
If there is one conference I will have to choose around the world this is it, because you get it all in one
”
Bryan Thompson General Manager Strategy Planning and Development, Melbourne Airport, Australia
THE WORLD’S LEADING INTERNATIONAL AIRPORT TERMINAL CONFERENCE www.passengerterminal-expo.com
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14 ONES TO WATCH HAZEL KING n
trail blazers PTW selects 20 of its favorite airports from the last 20 years – and highlights their plans for the next 20 years
AIRPORT: Changi LOCATION: Singapore “We always put our customers first and at the heart of everything we do.” That is the recipe for success at Changi Airport, according to Jayson Goh, senior vice president of airport operations management. Changi has worked tirelessly to develop its terminals since it opened in 1981, combining nature with technology to improve the passenger experience. Terminal 3, for example, is the airport’s ‘green’ terminal, with natural skylights and gardens that feature more than 200 species of foliage. The terminal also boasts a four-story-tall slide, the world’s first airport butterfly garden, a
movie theater, and more than 130 shopping and dining outlets. A Green Wall brings an air of serenity into the terminal with more than 10,000 tropical plants forming the five-story-high vertical garden. A fourth terminal will open at Changi in 2017 and will meet the needs of both regional full-service and low-cost carriers, according to Goh. “T4 will feature productivity initiatives to improve efficiency of processes and to better meet the challenges of a tighter labor market. For instance, departure and arrival immigration control, as well as pre-boarding security screening, will be
Passenger Terminal World | SEPTEMBER 2014
centralized for more efficient deployment of manpower and equipment.” The passenger experience will also be enhanced through Project Jewel, a mixed-use complex at the front of T1 that will open in 2018. “The complex will offer aviation and travel-related facilities, a wide range of retail offerings, as well as unique leisure attractions,” explains Goh. “A key feature of Project Jewel is a large-scale, lush indoor garden with a breathtaking central waterfall. The complex will deliver an amazing and unique experience all under one roof, including al fresco dining with great views and in cool comfort.”
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ONES TO WATCH 15
AIRPORT: London Gatwick LOCATION: United Kingdom As the world’s busiest single-runway airport, Gatwick has been operating since 1958 and was bought by Global Infrastructure Partners in December 2009 for £1.5bn (US$2.4bn). “I think the biggest success has to be how we have positioned ourselves as London’s airport of choice. When Gatwick was sold, we wanted to instill a philosophy that the passenger has to come first and they have to have the best experience possible every time they come through our doors,” explains William McGillivray, London Gatwick development director.
The airport has undergone a number of changes in its 56-year history, opening the world’s first air-passenger bridge to span a live taxiway connecting the North Terminal to 11 new pier-served stands in May 2005. The airport also invested £350m (US$560m) between September 2010 and April 2014 to improve amenities in both of its terminals, with an £80m (US$130m) upgrade of its North Terminal Pier 5 that saw the departures lounge relocated to the same level as the shops and a complete retail fit-out in the South Terminal.
“We have already spent over £1bn (US$1.6bn) improving the airport and we plan to spend another £1bn (US$1.6bn) over the next seven years; we are not ready to let up on making improvements for our passengers. One of our biggest projects is our rebuild of the £180m (US$290m) Pier 1 project [at the South Terminal] that will deliver a world-class pier with panoramic views of the runway. We also plan to transform the North Terminal by replacing the Avenue level with a state-of-the-art check-in and bag drop, which will essentially eliminate queues,” McGillivray says.
AIRPORT: Helsinki LOCATION: Finland With an investment budget of €900m (US$1.1bn) for 2014-2020, the future is looking very bright for Helsinki Airport. The first passenger terminal opened in 1969 and since then the airport has increased its passenger traffic from 6 million passengers annually to more than 15 million. It opened a third runway in 2002. Kari Savolainen, president and CEO at Finavia, which operates the airport, explains, “One of Finavia’s biggest developments was the €600m (US$775m) investment program in 2000-2010. Building the third runway in 2002 was one of the major single development works of the program. In addition, the airport was extended with a new transfer terminal, hotel and various commercial services, among others. All these developments enabled the significant increase in Europe-Asia transfer traffic and passenger numbers. It also created a solid base for the current ongoing, €900m development program that aims to serve 20 million passengers in 2020.” Finavia has also launched the most extensive service overhaul to date at Helsinki Airport. Approximately 70 new or revamped service points, such as shops and restaurants, will open at the airport within the next few years. The operator has also announced a €35m (US$45m) investment program for the development and modernization of Finland’s 24 network airports, of which many will be refurbished during 2014/2015.
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SEPTEMBER 2014 | Passenger Terminal World
16 ONES TO WATCH
AIRPORT: Hong Kong International LOCATION: China As the world’s third-largest international passenger airport, Hong Kong International (HKIA) is a key player in the development of aviation in Asia. The airport is an international and regional aviation hub, handling 59.9 million passengers in 2013. The Airport Authority (AA) has invested over HK$30bn (US$3.8bn) in building more facilities since it commenced operation, including the opening of Terminal 2 in 2007 and the SkyPier in 2010, and the Midfield development that will be completed by the end of 2015. The HK$10bn (US$1.2bn) project includes a 105,000m2 (11,300,000ft2) concourse, 20 parking stands, extension of the automated people mover system and other passenger facilities, and a cross-field taxiway. Once complete, it will be able to handle 10 million passengers annually. The airport is also working on a HK$2.5bn (US$322m) expansion of its wet apron that will be complete by the end of 2014. HKIA has also dedicated much of its time to sustainability, according to a spokesperson for the airport: “We have pledged to cut 25% of airport-wide carbon emissions per passenger or per 100kg of cargo by 2015, as compared with the 2008 levels, and become the world’s greenest airport, pioneering the first commitment of its kind among airports worldwide. To achieve the goal, more than 120 environmental initiatives have been implemented, which cover carbon reduction, energy saving, air quality, waste management and more.” Future projects at the airport include expanding to a three-runway system (3RS) that will enable the airport to handle 102.3 million passengers annually. The initial phase of the 3RS project is expected to be completed by 2023.
AIRPORT: Pulkovo LOCATION: Russia Pulkovo Airport has just undergone a €312m (US$402m) redevelopment that saw the international and domestic services brought under one roof to streamline passenger processing and make the journey through the airport more enjoyable. The 100,000m2 (1,070,000ft2) terminal can now accommodate 17 million passengers annually and is part of a wider €1.2bn (US$1.5bn) project that includes refurbishment of Terminal 1, a new North Pier and forecourt, as well as multiple landside projects – a hotel, business center and parking lot. The new terminal is the first airport in Russia to achieve BREEAM certification, which means it has met the minimum standards in management, health and wellbeing, energy, transport, materials, waste, water, land use and ecology, pollution and innovation. “The projects taking place at Pulkovo Airport are really adding value to both the airport and the city of St Petersburg,” says Jochen Herter, project manager or terminal facilities. “We are now planning the next phases of the development, with the conceptual design being prepared.” Passenger numbers at Pulkovo are expected to rise to 20 to 22 million by 2020-2022.
Passenger Terminal World | SEPTEMBER 2014
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AIRPORT: Mumbai LOCATION: India The £540m (US$876m) Terminal 2 project at Mumbai Airport (also known as Chhatrapati Shivaji International Airport) began operations in February this year with an annual capacity of 40 million. The 4,700,000ft2 terminal is home to one of India’s largest public art programs, which is presented in the form of a 1.8-mile-long multistory art wall illuminated by skylights and
comprising 7,000 pieces of artwork and artifacts from across the country. Technology plays a key role in T2, with a new baggage handling system designed to handle 9,600 bags per hour and featuring India’s first energy-efficient automated tilt tray sorter. The terminal also has the country’s first Airport Joint Control Center, which houses all stakeholders from security staff to airport operators.
According to an airport spokesperson, the next phase of the terminal development will see the integration of domestic operations that will take at least year, while plans for the expansion of the southeast pier to include five to six extra-wide-body gates are ongoing. The design also allows for the expansion of east and west with single-loaded piers.
AIRPORT: San Francisco LOCATION: USA According to Doug Yakel, public information officer at San Francisco Airport (SFO), operations at its Terminal 2 facility have changed dramatically over the past 20 years: “In 1994, Terminal 2 was the international terminal at SFO, a role it retained until the opening of the new International Terminal in 2000. Terminal 2 was vacated and dormant, awaiting the needs of new and growing airlines to incite its renovation.” The arrival of Virgin America changed the fate of T2 when it chose to make San Francisco its home base, triggering a US$400m renovation of the facility, which reopened in April 2011. The terminal was the first in the USA to be certified Gold by the US Green Building Council’s Leadership in Energy and Environmental Design (LEED) certification system. The renovation of T2 saw the whole terminal and boarding area D upgraded and expanded to improve the passenger experience. According to Yakel, the terminal was built with the goal of destressing passengers after they passed through the TSA checkpoint. This was achieved through: a new recompose area; hydration stations where passengers can refill empty water bottles; a ‘club room’ design with a variety of dining and seating options; and workstations, power supply and free wi-fi for those wishing to remain connected. Retail was also an important consideration for the new terminal, with many local, organic food vendors. SFO launched a US$4.4bn, 10-year Capital Improvement Plan in 2013 that will see the airport upgrade its facilities to match those in T2. “This includes the construction of an iconic new traffic control tower, expected to open in mid-2016, and an extensive renovation of Terminal 1, to be completed in phases over the next 10 years. Terminal 3 will be improved through a series of phased construction projects, with the first project, Boarding Area E, opening in January 2014 to rave reviews,” reveals Yakel.
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AIRPORT: Copenhagen LOCATION: Denmark Copenhagen Airport launched its new growth strategy, World Class Hub, in March 2012 with the aim of growing and developing the airport into the most important international airport and hub in northern Europe. The airport will do this through three strategies: extraordinary customer experiences, competitiveness and efficient operations. The airport is: collaborating with the airlines to provide shared check-in facilities, automatic boarding, self-service bag drops and efficient aircraft stands; constantly expanding and improving the airport’s terminals, runways, baggage facilities and other infrastructure; and conducting extensive interviews with 100,000 travelers every year to meet these goals.
AIRPORT: Los Angeles International LOCATION: USA Opened in 1961, Los Angeles International Airport (LAX) is the sixth-busiest airport in the world and third in the USA – it served nearly 66.7 million passengers in 2013. “The airport is currently undergoing a multi-billion-dollar capital improvement program, the centerpiece of which is the US$1.9bn Tom Bradley International Terminal project, with new gates for latest-generation aircraft; new concourses and seating areas; new retail and food-and-beverage offerings reflecting Los Angeles’ cuisine and culture; and expanded areas for more efficient passenger and checked-luggage security screening, and immigration and customs processing,” explains Dominic Nessi, Los Angeles World Airports (LAWA) deputy executive director/chief information officer, Information Management and Technology Group. There are also several major airfield and facility projects, including a replacement Central Utility Plant, new taxiways and taxi lanes, and multimillion-dollar renovations to other terminals undertaken by both LAWA and the airlines. LAX is also upgrading its Terminal 2 in partnership with Westfield. Featuring 20 new dining and retail destinations – including nine Southern California-based brands and eight airport firsts, the new Terminal 2 will boast cutting-edge design and new traveler amenities. Westfield’s 16,100ft2 dining and retail collection is projected to increase sales by over 35%. The redevelopment will take place while the terminal continues to serve travelers. It is scheduled for completion in 2015, with new retail, dining and amenities phasing-in incrementally to provide more immediate enhancements to the terminal.
AIRPORT: Amsterdam Schiphol LOCATION: The Netherlands Considered to be an airport city, Amsterdam Schiphol is the fourth-busiest airport in Europe in terms of passengers. The airport uses the one terminal concept – where all facilities are located under a single roof radiating from a central plaza – but has three designated halls. A new Pier is currently being built that will be part of Departure Hall 1 and will have 10 gates, increasing the total number to 45. Construction on the €500m (US$646m) Pier A is due to begin in 2016 and will open in 2018.
AIRPORT: Auckland LOCATION: New Zealand The second-largest airport in Australasia, Auckland Airport handles 14.5 million passengers a year. The airport began an upgrade of its domestic terminal in January 2013 aimed at making passenger journeys better. Stage 1 of the domestic terminal upgrade was completed in March 2013 and saw a host of improvements made to the forecourt area, and Stage 2 commenced in June 2013. The upgrade provided passengers with improved gate access, larger gate lounges, baggage collection and toilets; as well as faster security screening, a new regional lounge and two new air bridges. It was completed in June 2014. The airport has now launched its NZ$2.5bn (US$2bn), 30-year vision for the future, which
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predicts that passenger numbers will rise to 40 million by 2044. Under current forecasts, the first phase of the new combined domestic and international terminal will be built by 2019. The terminal will be developed around the existing international terminal and will enable more convenient transfers for both international and domestic passengers. The new terminal will have three major piers and a new terminal plaza and forecourt, which will include an underground station and provide a landscaped area for retail outlets and activities. Auckland Airport has also unveiled plans to build a northern runway by 2025, with an operational length of 2,150m (7,053ft) and restrictions on flights to and from the east at night.
SEPTEMBER 2014 | Passenger Terminal World
20 ONES TO WATCH
AIRPORT: San Diego LOCATION: USA San Diego Airport completed its US$900m Green Build expansion project last August, which was the largest project in the airport’s history. The project involved the expansion of Terminal 2 West, which now has 10 new gates, a dual-level roadway, enhanced curbside check-in, new security checkpoint, a 24,000ft2 ticket lobby, and dining and shopping options, as well as a new 9,200ft2 concessions area called Sunset Cove. One of the main aims of the project was to improve the passenger experience by making journeys smoother. The enhanced curbside check-in helps the airport to achieve this as it allows passengers to print boarding passes, check baggage and view gate information before they enter the terminal. The airport’s curbside check-in facilities include 27 curbside kiosks and 32 airline/Skycap counter check-in positions. The airport has now released its airport development plan (ADP) for the next phase of its masterplanning. The ADP is designed to identify improvements that will enable the airport to meet demand through 2035, which is approximately when projected passenger activity levels will reach capacity for the airport’s single runway, and includes an 18-gate satellite connected to Terminal 1.
AIRPORT: London Heathrow LOCATION: United Kingdom Today Heathrow is the world’s busiest international airport, with more than 72 million passengers traveling through it every year. Since its inception in 1946, Heathrow has grown to comprise five terminals, all of which have undergone extensive renovation and development. The airport is currently in the process of completing an £11bn (US$17.7bn) project aimed at transforming the passenger experience. Two notable elements of this are the construction of Terminal 5 in 2008 and the redevelopment of Terminal 2 in 2014. Terminal 5 was a £4.3bn (US$6.9bn) project and is the largest free-standing structure in the UK. Capable of handling almost half of Heathrow’s annual traffic, the terminal was subject to the longest planning inquiry in British history, taking 19 years from conception to completion. T5 is now the British Airways hub for all international flights and has become an icon of British airport architectural design. From the building to the baggage systems, to piping and wiring routing, every component of the terminal was modeled. This enabled the designers to find issues before construction
started, thus avoiding costly rework and delays. A major element of T5’s design was to focus on passenger self-service. BAA aimed to have 80% of customers using self-service systems for both check-in and baggage drop, and the terminal has 96 self-service kiosks. Heathrow opened its redeveloped Terminal 2: The Queen’s Terminal (above) on June 4, 2014, to international acclaim. The £2.5bn (US$4bn) facility has a number of world firsts, including an airport debut for British department store, John Lewis. There are 33 retailers in the new terminal, including iconic British brands such as Cath Kidston. T2 is also an essential part of Heathrow’s plans for expanding the airport. If the UK government supports a third runway at Heathrow, then the terminal will be extended to become one of two main passenger hubs for the airport. Heathrow East (an extended Terminal 2) and Heathrow West (Terminals 5 and 6) will be the main passenger terminals for a three-runway Heathrow. These terminals and their satellite buildings will be connected by an underground passenger transit and baggage system.
AIRPORT: Taoyuan International LOCATION: Taiwan Taoyuan International Airport stands out from the crowd as it handles only international flights – it served 30.7 million passengers in 2013 and this is expected to rise to 34 million in 2014. The airport has undergone some big developments in recent years, completing a US$100m renovation of its Terminal 1 last year that increased capacity from 12 to 15 million passengers annually. “The project also gives the terminal building – put into operation in 1979 – a new appearance that reflects the cultural image of Taiwan,” says Jenny Pi, general manager IAP, business planning & marketing department, Taoyuan International Airport Corporation. The next big projects are: an extension of the south runway; expansion of Terminal 2 including its departure hall and the connections to the two concourses, which will be completed by 2016; and the construction of Terminal 3. “The new terminal, together with its multifunctional building (MFB) and ground transportation center, will connect the adjacent T2 into a mega-terminal. Hotels, offices, an exhibition center and more shopping facilities will be included in the MFB to make the airport not only a connection center, but also a tourist attraction,” explains Pi. The estimated direct investment is US$1.6bn.
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AIRPORT: Denver International LOCATION: USA Denver International is currently undergoing a US$500m construction project that will see a new hotel and transit center open at the airport. Due for completion in 2016, the project comprises a 519-room hotel, a Regional Transportation District rail station that connects the airport to Denver Union Station, and a conference center with ballrooms, banquet halls and meeting rooms. There will also be an open-air plaza with new concessions and leasable space that will connect the new development to the Jepessen Terminal.
AIRPORT: Shenzhen Bao’an LOCATION: China Construction on the first phase of Shenzhen Bao’an International Airport’s US$1bn Terminal 3 was completed in November 2013 and is the largest single public building in southern China. Measuring one mile in length, with roof spans of up to 260ft, the terminal comprises
63 contact gates, 15 remote gates and an expansive retail area. Further expansion of the airport will take place in 2025, when the first remote passenger concourse is completed and the APM is expanded; and 2035, when the terminal is fully constructed with additional remote concourses.
AIRPORT: Hamad International LOCATION: Qatar Hamad International Airport (HIA) began operations in May 2014, replacing the old Doha facility and becoming the world’s first airport to accommodate unrestricted operations by all aircraft, including the A380. The 600,000m2 (64,500,000ft2) passenger terminal features 22 remote gates and 41 contacts gates, 16 lounges, 26 art installations, and 100 food and beverage and retail outlets. With a capacity of 28 million passengers a year, the airport comprises a transit hotel, swimming pool and luxury spa, squash courts and an on-site mosque for up to 500 worshippers. Once complete in 2019, the airport will feature another 24 contact gates and a further extension of the terminal building to 900,000m2 (96,800,000ft2) to handle 50 million passengers a year. An additional Emiri Terminal complex for VIP flights will also be built. HIA will become a shopping destination, with 25,000m2 (269,000ft2) dedicated to 104 retail outlets offering designer labels, mainstream fashion, electronics and gourmet foods. There will be 20 cafés and restaurants spread over 15,000m2 (161,000ft2) offering global and local cuisine.
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SEPTEMBER 2014 | Passenger Terminal World
24 ONES TO WATCH
AIRPORT: London Stansted LOCATION: United Kingdom Stansted Airport has been at the forefront of low-cost travel since its iconic terminal opened in 1991, designed to cope with the increased demand this new type of travel would bring. “Extensions have been added to both departures and arrivals, and new technologies introduced including smart technology on boarding cards and development of e-gates at the border control for passengers arriving on international flights,” says Karen Smart, customer service and security director at the airport. The acquisition of the airport by MAG in February 2013 was the catalyst for a £260m (US$422m) investment program to improve service and facilities for passengers, with a new security area opening in December 2013 that doubled the size of the previous facility. Smart adds, “Investment has been made in 15 new e-gates at the border to assist UK Border Force to improve efficiency for passengers arriving on international flights into the UK, and we are working closely with UK Border Force to look at other ways in which this area could be improved even further for passengers and staff alike.” Other developments include an £80m (US$129m) transformation of the terminal, a new business lounge facility, modernization of the departure satellites, and addressing how passengers get to the airport. “We’re continuing our campaign to improve the rail journey time from London and have already secured increased services to Cambridge. We also introduced new parking products that cater for the different levels of service and budgets we know our passengers want – ranging from premium valet to our cheaper long-stay, with various levels of parking product and price ranges in-between,” Smart says.
AIRPORT: Incheon LOCATION: South Korea The largest airport in South Korea, Incheon is a multi-award-winning facility that has been voted best in the world by Airports Council International for nine years in a row (2005-2014) and its duty-free has been voted the world’s best by Business Traveller for the past three years (2010-2013). The airport was opened in 2001 due to increased passenger traffic to the country following the Seoul Olympics in 1988, and according to Haein Song from Incheon Airport Corporation, the airport provides the world’s fastest, most convenient immigration service:
“The average immigration processing time for arrival is only 11 minutes and for the departure is only 19 minutes, which is three times faster than ICAO’s recommended level.” The airport has since expanded its terminal and is currently investing KRW4bn (US$3.8m) on the construction of a second terminal that will open in 2017. Incheon will be transformed into one of the top 10 busiest airports in the world by 2020, when the two terminals, four satellite concourses, 128 gates and five parallel runways become fully operational.
AIRPORT: Zurich LOCATION: Switzerland Opened in 1948, Zurich Airport has completed a number of expansion projects in its long history, all aimed at improving the passenger experience. In 2003, the airport expanded its terminal building to include a new Pier E with 27 stands, a redesigned Airside Center, and a transportation system connecting the two. Eight years later, ProjectZurich2010 was completed with a multifunctional Pier B with 9 stands for
Passenger Terminal World | SEPTEMBER 2014
Schengen and non-Schengen passengers, and a centralized security control area. And most recently, the airport opened its redesigned VIP lounge. “Zurich Airport created terminals with shorter distances, which enables the passengers to find gates more quickly. Passengers demand more specific facilities and services, so we have started offering family services, specific VIP services and enhanced shopping facilities to accommodate
passenger demand,” explains Max Steiner, head of terminal engineering at the airport. The next key project for Zurich Airport is the upgrade of Terminal 2, which will include stateof-the-art technology and an enlarged check-in area. The project is due to be completed by 2016. “Terminal 1 will be renovated within the following 10 years, and Pier A presumably in 2027-2030,” Steiner adds. n
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Advances in biometric technology will help streamline the terminal screening process, improve security and enhance the overall airport experience for passengers Imagine getting through life without having to worry about losing your ‘wallet’, be it leather or electronic. Visualize yourself crossing borders and flying to faraway destinations without needing to check whether you’ve got your travel documents. What if you always have what you need to travel, dine and shop on you? What if you are your best and most secure ID? This is the future of biometrics. What we see now as a specific and limited set of measures, implemented primarily at immigration and border control checkpoints, is only the beginning of the biometric revolution. As this rapidly evolving technology becomes prevalent in society and takes wings with the travel experience, its use at terminals will stretch beyond protecting borders to making a truly seamless travel experience possible. Much of the technology required to realize this vision is already available, and becoming increasingly reliable, but before we can reach this expanse of applications, biometrics must overcome some major regulatory, data exchange and policy hurdles. Sean Farrell, head of portfolio management at SITA, says that we are at a critical turning point for the further expansion of this technology. “It has taken a long time,” he expains, “but we are now on the cusp. Over the next three to five years, there will be extensive use of it. It will facilitate check-in, bag drop-off, security clearance, boarding; everything can become self-service with biometric travel documents.” Tony Chapman, senior director, integrated travel solutions at ARINC, agrees: “Seamless travel would be possible through biometrics,” he says. “Imagine that you are your boarding pass. Think of biometrics as a boarding token.” He suggests that, once we’ve been reliably identified through various biometric systems, the applications of using biometrics for travel processes and transactions are limitless.
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28 BIOMETRICS
More than 28% of airports already use biometric technology for airport security, to streamline the screening process. Adoption of e-passports, preferred traveler programs and the introduction of border control kiosks are already helping to make the notion of biometric recognition appealing and commonplace to passengers. Because they offer advantages including reducing the time spent standing in a line, passengers are generally receptive to them, willing to exchange a bit of personal data for greater convenience. According to SITA, which cites a Biometrics Research Group study, “Over 100 countries have issued nearly 500 million e-passports, with around 485 million in circulation.” A survey conducted by Accenture this June, found that the majority of citizens surveyed in six countries (89%) indicated that they would be willing to share biometric data to verify their identities and automate their identification when traveling across international borders. Respondents from Australia, France, Germany, Japan, the UK and the USA believe the introduction of biometrics can facilitate faster and more secure travel, while protecting borders. Of those surveyed, 62% were willing to share biometric information to make their nation’s borders more secure and speed up the customs and border control processing; 56% were willing to do so to make travel more convenient. ABOVE: 89% of Self-reliant travelers are happy Chapman believes the ultimate goal of to share biometric biometric technology in society is to eliminate details when traveling the reliance on documents and even on (Accenture) devices for identification. Documents can be lost, become damaged, or be stolen. Even though electronic devices offer certain advantages, they too can be lost and can run out of battery power. Neither of these guarantees that the person using them at check-in is the same person trying to board the aircraft with them. Biometric systems, by contrast, depend on something we carry everywhere we go: ourselves. Because the identity of the individual can be determined and confirmed beyond doubt, it provides greater security to the aviation infrastructure and national immigration systems. As these technologies become even more reliable and accurate (Chapman indicates they are quickly nearing 100% accuracy), we should think beyond their use for these specific security and border control applications, and into other passenger process enhancements. Farrell shares these views: “In the next few years, biometrics will help automate passenger processing,” he says, “Biometrics could facilitate check-in, bag-drop and boarding.”
Facial recognition systems may be pricier… but they are also far less obtrusive
Passenger Terminal World | SEPTEMBER 2014
Apple iPhone 6 and Apple Watch will make biometrics more familiar to passengers Until its announcement of the new tap-and-go NFC-based Apple Pay feature on its new iPhone 6, 6 Plus, and Apple Watch, the biometric fingerprint lock on the iPhone was just a nice security feature. Jim Peters, CTO at SITA, explains that it now has use beyond the device. Once the application programming interface (API) is defined, passengers will be able to use the tap-and-go NFC feature for check-in, boarding, and other travel points. “With the tap-and-go thumbprint biometric verification, we can work around the ID portals for pre-verified passengers,” he says. “Using a finger-print registry, we can verify that it’s you.” This feature could also grant access to lounges, and confirm payments at terminal retail and dining. Peters says a link to ePassport fingerprint verification is not on the books – at least for now. “The ePassport thumbprint is not interchangeable,” he explains. “Governments aren’t sharing that data.” The biometric sensors on the Apple Watch might also prove useful. The Bionym Nymi identity bracelet, for example, uses a human being’s unique Electro Cardiogram (ECG) signature to identify individuals. “The heart rate on the Apple Watch could conceivably do the same, but it’s tricky because heart rate varies,” Peters says. “Bionym has gone through a lot of trouble developing proprietary technology to isolate the ECG signature, and establish clear unique identity features. For all we know, Apple could buy Bionym, but we’ll have to wait to find out.” With the introduction of Apple’s new products, though, biometrics have become a common feature of our mobile devices, with various useful applications, increasing consumer acceptance of this form of identification.
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Tomorrow is in the palm of your hand Palm vein reader biometrics that claim 100% accuracy could be ideal for airports. Systems such as those manufactured by M2SYS function by illuminating the veins in the palm with infrared light – vein patterns in the palm are as unique as fingerprints. Unlike fingerprint technology, the palm vein reader permits scanning without touching a device. It also addresses issues of the wearing down of fingerprints through extensive manual labor. M2SYS explains: “It scans beneath the surface of the skin, demonstrating a high tolerance of skin surface problems such as dryness, roughness, moisture and scarring. Because vein patterns exist inside the body, it is practically impossible to recreate someone’s biometric template. The sensor of the palm vein needs the hand and the blood to register an
image,” says a company spokesperson. “Sophisticated back-end search algorithms allow for near 100% accuracy.” Sean Farrell at SITA explains that introducing systems beyond the approved ICAO standards of fingerprint, iris scan and facial recognition goes against the aim of standardization, ensuring that passengers experience the same process no matter where they travel. However, palm vein readers are not so far-fetched and might soon be very familiar to consumers. They are already finding their way into everyday applications. Fujitsu developed a PalmSecure vein authentication technology as a personal identification to unlock the computer and its data to legitimate registered users. The company is also promoting other applications such as
physical access control, time and attendance tracking; government and commercial identity management systems; and point of sale, ATMs or information kiosks. The technology could find its way to the terminal via these service providers, even if security and border clearance processes continue to rely on fingerprint, iris scan and facial recognition. ARINC’sTony Chapman says that DNA identification is also growing in its development and will play a part in the biometric infrastructure of tomorrow. Although this technology may still be further off as common use, and might have to overcome some more significant policy and privacy objections, Chapman’s point is that biometrics are a rapidly advancing and diverse field, and that in its various forms, biometrics will become the standard for personal identification.
“Manual labor can also wear down the fingerprint,” he adds, affecting its reliability and making it a less attractive technology for primary identification in markets where certain passengers might do a lot of manual labor. Farrell also points out that the fingerprint has been so well established in our imaginations as forming part of criminal investigations and discovery, that people are a bit more wary of these systems.
Currently, and as Farrell explains, primarily because of ICAO’s identification of these three measures for e-passport biometrics, the predominant systems used in aviation are facial recognition, iris scanning and fingerprint scans. Each of these has pros and cons, in how it functions for the overall aviation infrastructure, and also how each is perceived by the public. Contact recognition technologies, such as fingerprint scans, require passengers to touch a reader in order to be identified. Farrell describes this technology as very mature, relatively accurate, and inexpensive; but he points out that it has its downsides. “People have concerns over fingerprint readers spreading disease,” he says, pointing out that after the SARS epidemic in the Far East, passengers in those markets have become more sensitive to exposure to others, and having to touch any surface that so many millions of others touch every day might be undesirable. passengerterminaltoday.com
ABOVE: Biometric luggage? The Heys BioCase unlocks via a fingerprint scan of the owner’s fingers
Distance learning Facial recognition, especially advanced facial recognition systems that don’t depend on proximal readings of subjects and can interpret faces from several angles, may be pricier, but they are also far less intrusive. Those that rely on an infrared reading of a face are sensitive to lighting conditions and require that the subject stands near a machine. However, systems that can scan a face at a distance, and even reconstruct identity when a face is captured at different angles, can function without a direct interaction with passengers. “Using anonymous face tracking, we are able to offer an unparalleled accuracy of passenger journey and line measurement across the entire airport experience,” states Jim Slevin, managing director of aviation for Human Recognition Systems. “This enables airports to measure the actual journeys passengers are undertaking, as well as making decisions on resources and other asset utilization to match demand with supply. Although still, to a degree, security-related, the area of self-service will increasingly benefit from biometrics, enabling passengers to self-service through car parking, check-in, security, retail and aircraft boarding, simply by being there.” Human Recognition Systems has successfully conducted trials of a facial recognition system at Gatwick, which can track a passenger’s progress through the terminal, enabling a great deal of customization, which could enhance the passenger journey. By looking at how other industries will use biometrics in the coming years, it is easy to appreciate the possibilities for integrating more biometric technology to handle other facets SEPTEMBER 2014 | Passenger Terminal World
30 BIOMETRICS
of the passenger’s experience at the terminal – beyond security and identification applications. “The major credit card companies all have programs ongoing for assessing biometric and/ or mobile biometric solutions for biometric-based payments,” says Slevin. “This will, in time, lead to a biometric point-of-sale to replace the existing electronic point-of-sale.” Chapman agrees that this will soon become a natural part of our retail experience. “As biometrics become more common, supermarkets may use them in place of a loyalty card,” he says. “They will be in use in society for all sorts of different reasons.” ABOVE: Iris This common use of biometrics will recognition system in go a long way to allaying the concerns use at 34 automated of passengers when biometrics are e-gates at Gatwick’s employed during various facets of the South Terminal journey. Again, enhanced convenience will win over privacy concerns, our experts predict. There are some challenges to overcome and some of these are cultural. For example, while the ease of facial recognition might be attractive in certain markets, Chapman points out that, for certain persons, they will be objectionable on religious grounds. Chapman believes that complementary biometric technologies, such as iris scans, can address the needs of passengers to whom facial recognition-dependent identification might be objectionable, and Farrell agrees with this. Mix and match The most likely scenario is that a complement of technologies will be in use, rather than a single methodology. Certainly, the ICAO standards for biometric technologies approved for air transport applications are based on three wellestablished technologies: fingerprint scan, retinal scan, and facial recognition. These technologies form the basis for information gathered on passengers, and for the systems put in place to manage and validate that data. They are fundamental to the e-passports currently in use, and therefore the data will be available – although not all of it will be accessible to airlines and airport services providers. “Facial recognition is becoming more prominent in e-passports,” asserts Farrell, “and it is easier for airlines to access”, to use for boarding applications, as an example. “Fingerprint data is encrypted and therefore not easy to access.” Slevin highlights the success of iris recognition systems in ‘trusted traveler’ programs, such as Amsterdam Schiphol’s Privium program, the UAE’s Expellees program, as well as Gatwick’s implementation Passenger Terminal World | SEPTEMBER 2014
of MFlow for common-use lounge management. He also points to the successful deployment of the more affordable and established methodology of fingerprint verification, for example: the US Visit entry program; and across Asia for passenger verification such as Singapore’s eIACS (Enhanced Immigration Automated Clearance System). These programs have worked well, despite some objections over privacy and fears some passengers might express over the potential spread of disease, again because they make travel more efficient. “Although the EU largely led the drive for use of e-passports at e-gates for automated border clearance,” Slevin says, “trusted or frequent traveler schemes such as these are spread out geographically, with notable deployments in North America, Asia and Australia.” Slevin feels that political factors will restrict the free exchange of passenger biometric data between countries, something with which both Farrell and Chapman agree. As a result, the systems implemented may vary and data gathered on passengers will be retained at a local level. To address the future complications this could pose to aviation infrastructure, SITA is promoting universal data-management standards now, to prevent any complications in future cross-border integrations. “One hundred airlines are integrating their systems,” explains Farrell. “The systems must be compatible with all airlines and airports. They must be compatible with existing systems, technology and processes. They must ultimately be standardized so that passengers don’t have to learn a new system each time they arrive at a new city. These technology issues are solvable,” he continues, “if we don’t try to integrate, but associate, working on the back-end systems.” Although the advancement of biometrics, both for air travel and for our everyday life, will pose certain challenges, Chapman, Farrell and Slevin believe that the benefits far outweigh any drawbacks. This is where the industry is headed: ultimately passengers will be their own best proof of identity, travel processes will be simplified, and the travel experience will be significantly enhanced. This is the future of travel. Everything between now and tomorrow is a matter of being open to a multiple systems approach, addressing policy issues, and resolving the necessary standardization of captured data. Any concerns on the part of the public not already overcome by the established benefits of using the technology in travel are likely to be resolved by the growing influence of biometric technology in everyday life over the next decade. n
Enhanced convenience will win over privacy concerns, [although] there are some challenges to overcome
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32 SMART SECURITY BILL GOODWIN n
remote
control Passenger Terminal World | SEPTEMBER 2014
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SMART SECURITY 33
MAIN: Remote viewing control centers and advanced scanning could simplify security
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The first major trials of advanced airport security technology are beginning at three major airports in 2014 and 2015. They are among the first practical outcomes of an initiative by airlines, airports and regulators to radically rethink airport security. By 2020, if the Smart Security (SmartS) project succeeds, passengers will be able to breeze through security checkpoints without the long lines they encounter today. The whole experience will become much more pleasant for travelers, according to Guido Peetermans, project manager for the Smart Security Programme at the International Air Transport Association (IATA). “The process will be almost uninterrupted, non-intrusive and much more convenient.” With passenger numbers growing by an average of 5% a year, airlines and airports need to take action. This growth in passenger numbers is putting a growing strain on airport security checkpoints. By 2050, as many as 16 billion people will be flying annually – up from 3 billion in 2012. Passengers are becoming vocal in their complaints that airports can be overcrowded and unpleasant – and the problem is only likely to get worse.
SEPTEMBER 2014 | Passenger Terminal World
Illustration: Magictorch
IATA’s Smart Security (SmartS) program aims to eradicate checkpoint queues by 2020. Early trials are already planned or underway at London Heathrow, Amsterdam Airport Schiphol and Doha’s Hamad International
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SMART SECURITY 35
Aeroporti di Roma
ABOVE: Riccardo Kustermann, president of ADR Security BELOW: Rome’s inclining rollers and longer rollerbeds
Making small changes to the design of security checkpoints can make a huge difference to the speed of passengers going through an airport. Aeroporti di Roma has managed to reduce the time passengers wait at security from an average of 14 minutes in 2011, to just 4 minutes today. Riccardo Kustermann, president of ADR Security, which manages security for Rome’s Fiumicino and Ciampino airports, puts the achievement down to attention to detail. The airport has been able to make big improvements to throughput simply by changing the
Back to the future IATA, which represents some 240 airlines worldwide, began tackling these problems in 2011, when it launched its Checkpoint of the Future project. Checkpoint of the Future captured the imagination of the public with its futuristic mock-ups of high-tech passenger screening tunnels, which might have looked at home on the flight deck of the Starship Enterprise. And it wowed politicians who were becoming increasingly concerned about airline security in a world continually gripped by terror alerts sparked by increasing religious radicalization. But it became clear that IATA needed to work much more closely with the airports and civil aviation regulators if the Checkpoint of the Future was going to have any real chance of success. The project took a crucial step forward when the Airports Council International (ACI), which represents more than 1,800 airports in 177 countries, worked with IATA to secure high-level backing for the project from the International Civil Aviation Organization. ACI, which had been running its own Better Security Project, formally joined forces with IATA on the project in December 2011, and Checkpoint of the Future was relaunched as Smart Security. The sci-fi-like security tunnels have been quietly dropped, and the emphasis of the project has shifted much more to practical technology implemented relatively quickly in the world’s airports. Major technology and process trials are taking place, starting with Amsterdam’s Schiphol this year, with London Heathrow and Hamad International in Qatar to follow in early 2015. “This has given us access to many more airports to
design of its hand-luggage trays and adding a slight incline to the rollers leaving the x-ray machines. Trays now roll away from the x-ray machine, helping to pull passengers through the security system more quickly, and giving more space for security agents to work. “A small detail such as the angle of the rollerbeds has a major impact on removing bottlenecks in the process, increasing the overall process speed,” notes Kustermann. Another simple change – increasing the length of the rollerbeds before and
The emphasis of the project has shifted much more to practical technology implemented relatively quickly
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after the x-ray machine from 5m to 12m – has also made a big difference. Passengers have more space to pack and unpack laptops and liquids, belts and jackets from their trays, eliminating the bottlenecks of the past, he says. The airport has also introduced more sophisticated measures, including technology to measure waiting times and to predict passenger numbers every half an hour. Taken together, these and other projects have helped Aeroporti di Roma to increase passenger numbers from 180 an hour to 500 an hour.
work with and to learn from, and over the next few years, trial new things and drive wider adoption of these concepts,” says IATA’s Peetermans. Schiphol is at the forefront of a program to test the latest x-ray and scanning technologies. In one radical experiment, it has replaced walk-through metal detectors with millimeter wave scanners as the primary passenger screening device. These machines are capable of identifying metals and plastics, and they are precise enough to show the operator where the item might be hidden on a person’s body. This means that passengers no longer face the potentially intrusive pat-downs from a security guard, which are commonplace with metal detector scanning. “If something appears to be hidden on your arm, all the security staff need to do is touch your arm, but they don’t need to do a full body search,” says Peetermans. “It will be much less invasive.” Over time, Peetermans believes, it will become possible for scanners to automatically identify harmless items, such as coins, making even partial searches unnecessary. Remote viewing Another experiment at Schiphol will enable security agents to monitor x-rays of hand luggage from a
SEPTEMBER 2014 | Passenger Terminal World
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SMART SECURITY 37
remote control center, rather than, as at present, a screen adjacent to the x-ray machine. This means security officers will be able to share the work of scanning x-ray images from multiple security checkpoints, and to call in extra resources when one checkpoint faces a heavier workload. When the agents do pick up a potential problem, they will be able to divert the bag to a separate track for a manual search. They will be able to mark the image to show exactly where the problem is, making it easier and quicker to carry out manual searches. Trials at London Gatwick last year showed that this technology has the potential to dramatically increase checkpoint throughput. “We have seen results from Gatwick, and we are fairly sure that throughput could easily be doubled, if not more than doubled, compared with a traditional process,” says Peetermans. In the longer term, work is underway to develop a new generation of x-ray machines that will scan bags without laptops or liquid bottles having to be removed first. The machines use x-rays taken from multiple angles and sophisticated algorithms to see around clutter and identify suspicious objects that might otherwise be hard to see. Computer tomography (CT), which is widely used in hospitals for brain scanning, is another technology likely to find applications in airports over the coming years. The machines, which are able to produce 3D images, have been used to scan hull baggage for some time. Now they are small and light enough to be considered as a viable option in security check-ins, Peetermans reveals, offering the potential for scans of much greater accuracy. Low-tech, too It’s not all about high-tech surveillance, however. Airports have also been able to make dramatic improvements by
ABOVE: Copenhagen Airport security staff go out of their way to make passengers feel relaxed
We have seen results from Gatwick, and we are fairly sure that throughput could easily be doubled
rethinking their check-in processes, and making relatively low-tech changes. Aeroporti di Roma, for example, has reduced the time passengers need to wait at security by 70%, by taking simple measures such as redesigning the trays, and adjusting the angle of the rollers leading away from the x-ray machines (see Aeroporti di Roma, page 35). Meanwhile, Amsterdam is experimenting with adding extra divesting stations for passengers using seven of its Schengen checkpoints. Rather than having to wait in line for their turn to load their items into trays, four passengers can now unpack their laptops, and take off their shoes and belts, simultaneously. People no longer feel the pressure to hurry because other people are waiting, says Peetermans, and it makes the whole process less stressful. “If you need some more time, it’s not a problem. You are not holding up the queue, because people coming up behind you will go to the next available station,” he says. Technology is only part of the solution, however. The airlines and airport operators have realized that the way security staff interact with passengers can make a huge difference both to the effectiveness of security screening, and to the speed that passengers can pass through security. Copenhagen Airport, for example, has made enormous strides by training security staff to interact with passengers in a more friendly and relaxed way (see Copenhagen Airport below).
Copenhagen Airport
ABOVE: Copenhagen Airport’s director of security, Johnnie Müller
Copenhagen Airport has shown that airports don’t need to invest in sophisticated surveillance technology to improve airport security. The airport has won awards for two years in row for offering the world’s best airport security processing. Copenhagen Airport began overhauling its security process in 2007, after it unexpectedly failed an EU security inspection. “It has been a long tough journey to where we are today. It’s all about how
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you actually organize, how you lead and manage a department with their own staff,” says Johnnie Müller, director of security. The key to good security, Müller says, is helping passengers feel more relaxed, and that means treating them well: “One of the first things we did in our program was look at the passengers. Talk to the passengers. Engage in a dialog and then wish them a happy journey when you have finished talking to them.”
The airport also introduced an extensive training program for its security agents, which takes six months to complete – twice the duration of many other airports’ training. Now there is less tension between passengers and security staff, which means passengers get through the security checks more quickly. Another benefit is that when passengers are more relaxed it is also easier to spot passengers who might pose a security risk, Müller says.
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38 SMART SECURITY
“Our priority is to maintain security at the highest level, but our ambition is also to offer a high level of service, meeting passengers at eye level. For us, service with a smile is key to the security process. It makes the passengers feel more relaxed, helps them through security more quickly, and makes it easier for us to spot passengers who may be behaving suspiciously,” says Johnnie Müller, director of security at the airport. Passenger profiling One of the more controversial principles behind Smart Security is the concept of screening passengers according to their perceived levels of risk. The idea is to use data supplied in travel documents, airline tickets and government databases, to risk-check each passenger, combined with behavioral observations to give each passenger a risk-score. Michael Rossell is the director responsible for managing relations between airports and regulators at ACI. “In the longer term you can think about dynamic assessment, which builds in risk assessment, together with a dynamic algorithm that will do the screening at different levels for different people, without those people necessarily knowing they are being assessed at a different level,” he says. The risk scores could be encoded into passengers’ boarding cards, and may be used to direct passengers to lines featuring more or fewer security checks, when they reach the security terminal. Manufacturers are already developing x-ray machines and scanners with algorithms that can automatically adjust to screen passengers with higher-risk assessments more thoroughly. “There are ways the machine will look at the contents of bags, will look at you, and will have different degrees of sensitivity,” says Rossell.
ABOVE: Dedicated security lanes for families travelling with young children can help reduce travel stress
At the same time, IATA predicts a growth in the popularity of ‘known traveler’ schemes, such as the US PreCheck program. Such programs require passengers to submit their details for screening in advance, in return for the right to use fast-track lanes through airport security. However, Peetermans sounds a note of caution, pointing out that there is still much research to be done before risk-based assessments of passengers becomes a reality: “Eventually we think that there will be more of a move in that direction, but we are not there yet,” he says. The biggest challenge, however, will not be technology or training, but persuading aviation regulators to accept the new security technologies and processes. The wheels of regulation move slowly, says Peetermans. “It’s the whole regulatory change, and the setting of standards and certifications that will really take time, and that is the big challenge,” he adds. That will be particularly difficult when it comes to making risk-based assessments of passengers. Analyzing personal data from passenger records and government databases will inevitably raise privacy concerns. “That will require a whole new mindset, a whole new way of thinking, that will also have to be translated into regulation, and again, it’s going to be a slow process,” concludes Peetermans. n
Smart Security program roadmap 2014 • Security screening more tailored to risk • Better security processes • Repurposing existing equipment • Integrating new security technology • Known traveler programs to fast-track passengers in some countries • Automated entry gates with biometrics technology • X-ray handbag images viewed in control room away from the checkpoint • Ability to screen liquids and gels over 100ml for explosives
Passenger Terminal World | SEPTEMBER 2014
2017 • Major advances in risk assessment • More automation • Better passenger experience • Automated delivery of passenger risk score to the checkpoint • Some countries may analyze passenger data to risk-assess passengers • Behavior analysis and known traveler information could inform risk assessments • International recognition for fast-track ‘known traveler’ schemes • Passengers may not need to remove liquids from cabin baggage • Sophisticated technology will monitor lines at checkpoints
2020 • Passengers will flow through security checkpoint without interruption • Little or no wait time at security checkpoints • Automated entry to checkpoint using biometrics • ‘Known traveler’ programs will work across borders • Each passenger will have a risk assessment generated in real time • Data from multiple countries will be used to generate passenger risk assessments • Passengers can keep liquids and laptops in bags • No need to remove coats, shoes and belts • Security scanners will address privacy concerns passengerterminaltoday.com
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40 FUTURE TECHNOLOGIES PAUL WILLIS n
take
five
Passenger Terminal World picks out five key technology trends that are set to revolutionize the airport experience for passengers
01
Wearable technology Most people would agree that the best way to travel is to travel light. Because of this, wearable technologies are a natural fit in the future terminal, a fact not lost on the airports and airlines that have begun experimenting with how they could be used. While a number of companies, notably Sony and Samsung, have launched smartwatches, the most visible of the emerging generation of wearables is Google Glass. Worn like a pair of glasses with information available to the user via an optical head-mounted display and controlled through voice commands and by swiping a scanner on the glasses’ arms, it has been described as a “ubiquitous computer”. Virgin Atlantic recently trialed Google Glass at its Upper Class lounge at London Heathrow along with Sony SmartWatches. While the wearables helped
Passenger Terminal World | SEPTEMBER 2014
facilitate the check-in process and made it easier for staff to keep eye contact with customers (as they didn’t have to keep looking down at data stored on computers or smartphones), they didn’t add much to the process beyond a glint of futuristic glamour. This is not surprising. The wearables are in their infancy and, according to experts, will only really come into their own when worn by passengers. Some tentative steps in this direction have been made by Samsung, which teamed with Iberia to create a portable boarding pass app for its Galaxy Gear 2 smartwatch, while Japan Airlines has equipped staff at Tokyo Haneda Airport’s Domestic T1 with smartwatches to see what impact the technology might have on the passenger experience. Martin Raymond, co-founder of the Future Laboratory, a UK consultancy that forecasts future
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FUTURE TECHNOLOGIES 41
MAIN IMAGE AND RIGHT: Virgin Atlantic staff trialed Google Glass and other wearable technology to deliver a more personalized service
BELOW: Japan Airlines (JAL) is using smartwatch and iBeacon technology to better locate and contact their boarding gate staff
trends, thinks we are only beginning to scratch the surface: “Right now the problem is not the capabilities of the technology, which are immense, but our limited perception of what it can do,” he says. Raymond imagines a future where wearables help manage passengers’ entire terminal experience – checking them in, giving travel updates and gate locations, and flagging up special offers on airport retail based on their online shopping habits. For Kevin O’Sullivan, lead engineer at SITA Lab, which is the technology research arm of the air transport and IT solutions specialist, the “killer service” wearables can perform is in the area of passenger identification. “Identity is one of the big issues we still have – checking the passenger on the boarding pass matches the physical passenger presenting it – and there is the
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opportunity for wearable technology to try and solve that by providing a persistent identity,” comments O’Sullivan, who helped run Virgin’s recent Google Glass pilot. He suggests a wearable token that broadcasts your ID in an authenticated way, for example via a biometric marker such as a heart monitor. This opinion is echoed by leading futurologist Magnus Lindkvist, who believes that whatever form this future ID token takes, it won’t look like Google Glass. Lindkvist says, “With new technologies, there’s usually an inverse relationship between usability and coolness. Future wearable technologies will probably look somewhat more boring than Google Glass. They probably won’t be specs since fewer people are wearing them, but more likely a device that attaches to your clothes.”
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42 FUTURE TECHNOLOGIES
02 iBeacons
If early pick-up is a good sign of future success, then it’s hard to bet against iBeacons having a place in the airports of tomorrow. Only launched last year, the cheap, low energy Bluetooth transmitters created by Apple are already in place at San Francisco Airport and were trialed this summer by Easyjet in Europe, as well as by JAL at Tokyo’s Haneda Airport. Although designed to help the retail industry by simplifying payments and enabling on-site offers, their use in airports has so far been as a navigation tool. Placed strategically around the airport, when a smartphone goes near the device it activates a response in the phone. San Francisco International has used iBeacons to help blind people navigate the terminal, with 500 transmitters flagging up points of interest, flight gates, ATMs, information desks and power outlets. Easyjet, meanwhile, installed iBeacons at three European airports and synched them to an Easyjet app that notifies passengers when they approach bag drop or security. Japanese carrier JAL has implemented iBeacons in combination with smartwatchwearing staff to better tailor customer service. It installed iBeacons at boarding gates in Haneda’s new Domestic Terminal 1 to pinpoint the location of its gate staff via their smartwatches, and then to assign tasks to specific team members depending on their exact location. Patrick Dixon, a UK futurologist who has advised airports on global trends, says iBeacons have addressed an important need of airport customers: “For most of us, the airport experience is about getting through it as quickly and smoothly as possible,” he says. “A device like this helps facilitate that.” The iBeacons can still be used for their original purpose, with Dixon predicting that the transmitters will become a ubiquitous part of airport retail, flagging up special offers and speeding up transactions by allowing travelers to pay remotely. Passenger Terminal World | SEPTEMBER 2014
ABOVE: iBeacons will allow airports and airlines to improve communications BELOW: Airport retailers will be able to make individual offers
03
Self-service screening
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04 Avatars
Who wouldn’t want to be greeted by their favorite Hollywood actor the next time they check-in? This dream scenario may become a reality – and sooner than you think. New Zealand airport logistics company BSC Group has teamed up with Oscar-winning animation expert Dr Mark Sagar to create an avatar check-in assistant that they say can read facial expressions and respond to your moods. The airport avatar uses much of the same technology Dr Sagar created to animate digital characters in blockbusters such as Avatar and Spiderman 2. A human model is captured digitally to create the avatar’s features. Meanwhile, 3D depth cameras and directional microphones are used to assess the passenger’s frame of mind. The avatar will respond accordingly, so that if it senses tension it will be formal, and if it senses you’re in the holiday spirit it will be more chatty.
BSC Group
FUTURE TECHNOLOGIES 43
“Every aspect of the control and response of the face is coded: how the eyes move, how the eyelids blink, how the muscles respond in the act of smiling,” says Marc Michel, who heads services and solutions for BSC. As the check-in process becomes increasingly automated, Martin Raymond, co-founder of the Future Laboratory, says the avatar, ironically, could help return a human element to self-service check-in. “Sometimes you want the reassurance of being able to talk to someone and a virtual person might prove a good substitute for the real thing.” The avatar, which is expected to be ready within the year, will appear inside a screen. However, with 3D now a mainstay of the movie industry and companies such as Skype researching the use of holograms in video calls, it’s by no means inconceivable that future versions of the avatar could be 3D projections.
And, says Michel, there’s no reason why that projection couldn’t be Jennifer Lawrence or Leonardo DiCaprio: “The avatar can be skinned, so to speak, to look like anyone. If a particular airline or airport has a well-known brand ambassador, you could be personally greeted by them when you start your check-in.” ABOVE: In theory, passengers could be greeted by their favorite film star LEFT: A virtual assistant being trialed at Edinburgh Airport
No part of the airport experience is more roundly hated by the traveling public than the lines for security. Slowing everything, and making everyone tense and miserable as a consequence, are the scanners used to check hand luggage. However, California-based security company Qylur thinks it has the solution. It has created an innovative self-service baggage-scanning machine that it says can process luggage several times faster and in a manner far more respectful of the passenger than the current system. Known as the Qylatron, the machine comprises cells into which travelers place their luggage. It uses multiple integrated sensors, primarily x-ray, to detect threats. Security staff get silent alerts about found items. Once the luggage has been cleared, travelers collect their bags from the back door of the cell and walk away. It has already been in operation at several major sporting events, including this year’s FIFA World Cup in Brazil. It has also been used in a trial at Rio de Janeiro’s Santos Dumont Airport. The machine, which looks like a prop from Star Trek, has an “artificial intelligence, threat-learning engine”, although Qylur declined to discuss the details of how this works. Company founder and CEO Lisa Dolev says compared with current x-ray systems, the Qylatron needs less than half the staffing levels, and only one-third of the floor space, for the same turnover of baggage. “These figures represent a fundamental shift in the economics of operating an airport,” she says, while adding that the self-service aspect helps minimize the hassle and sense of invasion of privacy. “By accelerating the screening process and putting the guest more in control, the experience becomes less intrusive and less offensive.”
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44 FUTURE TECHNOLOGIES
05
Best of the rest The airport retail environment is likely to look very different in the future. One of the main drivers of change will be the growing use of smartphones. One way this growing phenomenon can be integrated into the airport environment is through a ‘virtual shopping wall’. The wall, which has been trialed at Frankfurt Airport, is covered in photos of items for sale. Customers scan a QR code alongside the photo and either pick up the chosen item at a collection point, or have it brought to them at the gate. With airports growing all the time, so too are the parking areas that serve them. This will make finding a space or locating your car after a trip away an even more daunting task in the future. While there are now a variety of apps for locating cars, as well as for alerting you about availability of spaces, Dusseldorf Airport has found a way to remove the hassle completely with the introduction of automated valet parking. The business class service uses a forklift-type robot called Ray, which parks your car and brings it back to you on your return journey. Finally, radio-frequency identification (RFID) tags are already being put to use by travelers as a way to prevent their baggage from going missing. The tags contain electronically stored info that can be read wirelessly. Right now, the tags are used primarily to identify who the bag belongs to, but Future Laboratory’s Raymond says there’s no reason why they couldn’t store more complex information: “They could store my dietary requirements and my inflight choices, so that airline staff would have this information at hand as soon as my bags were checked in.”
Biometrics
Passenger Terminal World | SEPTEMBER 2014
MAIN IMAGE: Morpho’s (Safran) ‘Finger On the Fly’ – the world’s fastest contactless four finger scanner ABOVE: ‘eGates’ use biometric technology to help ease passenger flow, while improving security
TOP RIGHT: ‘Ray’ the robot valet in action at Dusseldorf Airport RIGHT: Just scan the item from this virtual wall at Frankfurt Airport for delivery at the gate
Gebr Heinemann
Little over a decade ago, biometrics barely existed in airport security. Now, the issuing of ePassports is the default in most countries, while iris, face and fingerprint recognition systems are in operation at security gates worldwide. The growth of biometrics, which in simple terms is the use of physical characteristics to verify identity, accelerated rapidly in the aftermath of the 9/11 attacks, but has stalled somewhat in recent years. All the same, there is a bewildering array of biometrics technologies out there: from gait recognition, which recognizes a person from the way he walks; to biometric electrocardiograms that identify individuals by heart rate. At the moment, it’s unclear which ones will stand the test of time since at present there is no consensus. Facial recognition, which identifies discrepancies in such things as bone structure, nose length, and the distance between your eyes, is used at ePassport eGates across the EU. Fingerprinting is the chosen biometric for the US visa entry system, as well as across much of Asia. Meanwhile, trusted traveler schemes such as Amsterdam Schiphol’s Privium have opted for iris recognition. Jim Slevin, business unit manager at UK-based Human Recognition Systems, a company that helps integrate biometric technologies into airports, thinks that the question of which technologies to bank on will become a “non-issue” in future. This is because the platforms hosting the biometrics will develop to be compatible with all the different technologies. He compares it with video file formats: “Not so long ago, the video file type (.avi, .mpeg .mov, etc) was important, but now it’s not,” says Slevin. “Software applications have learnt to deal with multiple file types, taking the problem away from the procurer and users of the system.” That said, Slevin believes that the biometric technologies that ultimately prevail will be the ones that can be put to use in a ‘gateless’ security system. Referred to as ‘Biometrics on the Move’ or ‘Biometrics in Motion’, it would entail getting rid of security gates and using cameras and sensors to monitor travelers as they move around the terminal. Only biometrics that can be verified remotely, such as gait recognition and heart rate monitors, would work in this case. While Slevin says a system like this would make passport checks a thing of the past and speed the flow of travelers, he says it would also require a major shift in thinking: “In general, airports remain a series of ‘stop and go’ interventions on a passenger’s journey. A real mindset change will need to be made for Biometrics in Motion to be taken up as a mainstream activity for identity checks.” n
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46 INTERVIEW MARISA GARCIA ■
20/20 vision Dave Bakker, SITA’s European president, shares his thoughts on the technology likely to shape the passenger terminal of the future
Passenger Terminal World | SEPTEMBER 2014
Technology has made great advances in the past 20 years, but as Dave Bakker, president of Europe at SITA, explains, we should prepare for more as change continues to accelerate. The dramatic changes we’ve seen over the past 20 years, according to Bakker, are nothing compared with the dramatic changes to come. He shares with Passenger Terminal World his vision of the IT revolution underway, and which technologies are poised to be most important to us in the next 20 years. “The most important development over the past 20 years,” Bakker tells us, “is that three billion people travel today and the cost of air travel has gone down significantly [in real terms]. It is possible to fly around the world for the cost of four iPads. It is no longer the privilege of a select happy few.” The increase in passengers over the past 20 years, coupled with projected growth (Airbus sees passenger traffic doubling over the next 15 years) poses numerous challenges for aviation infrastructure. This projected growth necessitates new, more sophisticated methodologies for passenger processing, data management and improved security controls. Bakker shares with us a vision of a travel experience that is almost entirely automated, with roles for terminal personnel shifting away from passenger processing. “Airport employees won’t be working in duties like check-in roles,” he says. “They will instead be useful for passenger contact, wayfinding and sales support. The passenger numbers will continue to increase, so there will always be a need for service personnel on hand.” His vision takes today’s emerging airport cities to their extreme potential; not as airport cities, but as cities in their own right, which happen to offer airport services. “Airport cities will be very large,” he says, “to the point where the air-transport aspect is almost
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INTERVIEW 47
“It is possible to fly Illustration: Judith Van Den Hoek
around the world for the cost of four iPads. It is no longer the privilege of a select happy few�
Dave Bakker
Dave Bakker has been president of Europe at SITA since March 2012 and has served as senior vice president at SITA Global Services since 2008. In this role, he led an organization of over 2,000 SITA staff, driving a customer-first culture that has resulted in 98% of customers being satisfied with SITA and its services. Prior to SITA, he spent 10 years with Dell, where he held leadership roles in Europe and Asia. He has extensive managerial experience with innovative customer service delivery models, as well as hands-on experience implementing largescale CRM technologies. He is based in Geneva, Switzerland.
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SEPTEMBER 2014 | Passenger Terminal World
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INTERVIEW 49 RIGHT: Amsterdam Schiphol – not just an airport but a destination in its own right BELOW: Self-service needs to be ‘door-todoor’ rather than just at the airport
“In tomorrow’s airport, many of the security processes that generate pain-points for passengers will be eliminated” secondary and they will be a key social hub for people to go to for recreation and retail, even when not planning to fly. They will be destinations of choice for the locals – with a shift in focus that doesn’t merely have to do with airplanes. We already see some of that – at my home airport of Amsterdam Schiphol, for example.” Bakker also believes that the travel retail impulse will remain strong. “Shopping will continue to be an emotional experience,” he says, “with passengers more open to purchasing items when they travel.” The expansion of these airport cities, along with supporting transport infrastructure, will give the industry an opportunity to fulfill the promise of a truly seamless passenger experience. “The buzzword is self-service,” Bakker says. “It is always dependent on technology, but we need to expand from self-service to door-to-door. The EU in particular has a good network for multimodal transport. It will become more of a standard for the EU. Already, DSB and France Rail have IATA codes assigned to them. The train stations themselves could be the points for baggage drops. We need multimodal thinking with service door-todoor, instead of starting at the airport.” Although Bakker predicts many radical changes to airport infrastructure, he sees the well-established kiosk still proving useful to the industry. “We’re likely to still need kiosks, but more to book flights online at the terminal closer to departure,” Bakker says. “There are studies that when passengers book at home they are more price-sensitive, but when they book closer to departure for things like upgrades, they are less conscious of money. Airlines will be able to use kiosks to propose and up-sell additional services and inflight product offerings. They will also be a great resource to propose items that could generate ancillary revenue. Kiosks will be a point of sale. They could also provide entertainment – newspapers, magazines, etc. The kiosk could become a media hub where passengers download exclusive publications and movies directly.” passengerterminaltoday.com
“The drive toward mobile technology to manage the passenger experience will be unstoppable”
Painless security One of the greatest concerns for terminals will be just how to maintain the security infrastructure required to process that number of passengers. “Passengers like the security screening process the least,” Bakker points out. “In tomorrow’s airport, many of the security processes that generate pain-points for passengers will be eliminated and replaced with more reliable methods of prescreening and biometric validation of identity. Right now, it’s too cumbersome a process for it to be incorporated at 100% of its potential,” he continues. “Biometrics right now represent less than one-tenth of 1% of the methods used to control the borders at airports around the world. This will change. Better scanners will be developed, and the drive toward mobile technology to manage the passenger experience will be unstoppable.” Airports will need to think of the security process in a completely new way. “One day, passengers will be able to walk through a tunnel and various cameras will identify them, so they do not need to go through security screening at all in the manner which they do today.” Ultimately, Bakker believes the traveling public are far more at ease with such technology than we might imagine: “In the past, people might have been hesitant to have information on them tracked closely, but society is changing. With assurances of privacy protection and responsible handling of data, avoiding breaches, the objections will fade. Up to 99% of people will realize that this technology is beneficial. They will be willing to go through biometrics for security screening.” Check me out? The travel process, Bakker predicts, will be turned on its head. “One thing that may become more common is the idea of checking out, rather than checking in. Passengers will be checked in at the time of booking, only having to notify the airline if they will not be taking their flight.” Airports that equip for automated baggage drop today will be SEPTEMBER 2014 | Passenger Terminal World
50 INTERVIEW LEFT: Mobile technology will alter how passengers interact with the airport BELOW: Travelers can expect more seamless security and improved transaction technology
“We can only predict that technology will surprise us. In 1994 we could not have imagined the technology we have today” ahead of the curve. “We’ll ultimately get rid of baggage checking entirely, depending only on automated luggage check-in,” Bakker believes. “Bag drop with bag tags will become standard.” The automation process will continue endto-end. “Boarding will be self-boarding through automated gates. World tracing of baggage will also be very important. The baggage API [application programming interface] in the airlines’ app will tell passengers where their bags are in real time, whether their bag has made it or not. However, it must be said that the industry has driven down the number of mishandled bags in recent years, as our studies have shown. We’ll see more of other services we’re only just exploring, and services such as the self-parking by RAY at Dusseldorf will become more prevalent.” While the response to many technological developments released today has been limited, Bakker believes there is good reason for that limited adoption and that, very soon, we will see radical growth in this area. “Today, mobile bookings aren’t yet where they will be in a few years’ time,” he says. “That’s down to the limitations of screens and the customization of apps and the specific offerings. Screen sizes are increasing and content is improving. It will be possible to give key offers to passengers, tailored to their passenger profile.” Security concerns will also be tackled: “Through the last decade, people have found ways to misuse technology, but increased security measures – specifically on devices – have helped avoid passenger data being used in a harmful way,” he says. As technology eliminates these security risks, people will increasingly use their technological devices for everyday transactions. “There will be a war on the wallet,” Bakker says. “Few people around the world will use their wallet for payment in five years’ time. It will be standard to use personal devices to pay for transactions.” As to whether iBeacon or NFC will be the vehicle for these transactions, Bakker believes this question is not as critical as we might think. Passenger Terminal World | SEPTEMBER 2014
“iBeacon is a fantastic evolution because it is location-specific. It allows for a contextual personalized experience”
“Transaction technology will play a dominant role in payment processing for everyday purchases,” Bakker says. “Which tech will take part is less important. The importance is that we are headed for that. In developing technology, the primary drivers are to see the bigger picture. Technology standards A or B [NFC or iBeacon] are not as important as ensuring the consumer benefits.” Bakker recognizes some benefits to consumers from iBeacon technology over NFC, although he emphasizes that those advantages do not negate the utility of NFC. “NFC can complete transactions, but the challenge is the process of tapping the receiver. It requires a receiver be present,” he says. “iBeacon is a fantastic evolution because it is location-specific. It allows for a contextual personalized experience. In future, it will be possible to know what you want and when you want it. Geolocation plus context-specific data will enable vendors to make offers that are relevant to the consumer in that place at that particular time.” Importantly, Bakker believes this question will ultimately be answered for retailers by the various parties bidding to be payment processors. “The credit card companies will drive this too,” he says. “Even now, credit card companies are evaluating how they can step into this technology – going NFC. Apple wants to become a payment processor. Orange is also interested and very focused on this. It’s hard to tell which party or approach will become dominant, but it may not matter. Various technologies will likely coexist.” A critical focus will be to ensure IT systems are ready to accommodate whatever comes without complications from data standardization. “For aviation, common-use registries are vital with the growth of mobile technology. It starts in the way we gather consumer information, and for that, social media integration will become a key factor.” Ultimately, Bakker expects to be pleasantly surprised: “In 1994 we could not have imagined the technology we have today – 2034 will surprise us all. Technology is nowhere near a plateau. It will continue to accelerate.” ■ passengerterminaltoday.com
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52 PREDICTIONS ANTHONY JAMES n
flight
2034
Join our experts on a trip into the future passenger terminal experience as they make 20 predictions for the next 20 years
Passenger Terminal World | SEPTEMBER 2014
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PREDICTIONS 53
Air travel will be as simple as ABC
Electronics and liquids will no longer need to be scanned separately
Going to the movies is easy. You make a booking, turn up at the cinema and sit in your seat. That’s it. You don’t have to tell the theater three times that you’ll be there, and you don’t have to get a separate ticket before you can sit down. Air travel is very different, but the basic question is still appropriate: Why can’t we go through the current sequence of processes all at once? Simply buy a ticket, choose a seat, notify the carrier that you intend to bring a bag, and then print a bag tag at home. Then all you have to do at the airport is walk in, drop off a bag and get on the plane. Process elimination is the big focus for IATA, concentrated on the passenger experience. We started the journey with IATA’s Simplifying the Business program, which focused on efficiency through greater self-service. We then developed the Fast Travel Program, which covers six areas – document scanning, ‘bags ready to go’, flight rebooking, self-boarding, bag recovery and check-in – representing annual savings of up to US$2.1bn for the industry. Now the focus is on easier passenger facilitation with regard to government-controlled processes – immigration, border control and customs. In the past, airlines have had very little to do with these processes, but they have a big impact on the passenger experience. We continue to develop the Smart Security program (see page 32) – a long-term initiative dedicated to transforming screening methodology over the next few years. Finally, our Customer Contact disruption management program aims to ensure travel agents collect and provide passenger contact information to airlines. Ultimately the future, and our role, will be about moving passengers through their journey as smoothly as possible, fully or semi-automating processes to reduce overall queue times. We’ve already removed a lot of the old manual processing – paper tickets have gone, as has the need to have documents at the airport – due to electronic boarding passes, for example. That has freed up time for passengers to only have to do things at the airport that they absolutely must do. Currently these include baggage preparation and acceptance, security screening and in many cases visa checks. In the future, we want to reduce or move a lot of those processing requirements away from the airport, with passengers providing their visa/passport details in advance, so all they have to do is confirm them at the airport. I can see a future where only 10-15% of a typical terminal building will be landside, with the rest airside. Currently it’s closer to 50%, but by 2034, passengers will only need to drop off a bag and go through security – that’s it. Terminals will have much broader airside areas where people can relax and do what they want to do. PAUL BEHAN, DIRECTOR OF PASSENGER, IATA
The number of security processes passengers have to go through will be greatly reduced. We are already very close to not having to remove any clothing or separately screen electronics and liquids – the technology and algorithms required to enable this are nearing delivery. In fact, systems that allow passengers to go through security without having to worry about laptops and liquids are already available. If we combine that with advances in automated handling of carry-on bags to speed things through the checkpoint, along with enhanced data networking that allows operators to inspect bags more efficiently, we will be on the cusp of seeing improved security and threat detection, as
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well as a dramatic improvement in throughput. This will lead to more efficient use of labor, reversing the trend of ever more layers of security and staff. Another important development already underway is the introduction of high-speed checked baggage screening systems that can operate very quickly and detect threats at extremely high levels of accuracy. This will result in fewer flight delays and faster gate turnarounds. Less money will also have to be spent by airports on hold baggage screening infrastructure. This technology is already out there – Rapiscan’s advanced RTT 110 (real-time tomography) hold baggage screening system will be deployed at Oslo Airport in early 2015.
The security process will remain a normal process, as passengers will still expect a high level of security assurance. You will probably have something that is much closer to the so-called ‘tunnel of truth’ – the checkpoint will not be particularly intrusive or a major cause of inconvenience. Finally, there will be a harmonization of trusted traveler programs on a global scale. People who are willing to provide information about themselves and vet themselves with the appropriate authorities will be able to get through passport and customs lines much more quickly than they do today. ANDREW GOLDSMITH, VP OF MARKETING, RAPISCAN
SEPTEMBER 2014 | Passenger Terminal World
54 PREDICTIONS
Baggage handling will be carried out by robots
The introduction of automation into the baggage handling world is already here: Vanderlande’s first project in this sphere with robots was at Schiphol, and we are currently underway with a second project at London Heathrow’s T3. Both of these projects basically aim to bring the best practice of the warehousing industry into baggage handling. The use of robots at Schiphol not only automates activities that are less healthy for people to perform, but also helps reduce costs. It’s also to do with being able to handle more bags per square meter or needing fewer square meters to handle a certain number of bags. In the same space, airports can handle 30-40% more bags. This project has been running for five years, but this process is really something that started about 20 years ago when the pioneering ideas for using standard robots as a solution to handle bags – to load bags into containers and carts – were first developed. The T3 project will be high-level automation, where containers are automatically filled without any manual intervention. To glimpse further into the future, just take a look at today’s container ports, where they already use unmanned vehicles to load and unload at relatively high speeds – this type of technology could also be used in airports. Overall, I would expect to see dependency on physical labor diminish – not only in developed countries, but everywhere. Basically, baggage handling will become more like a normal automated warehouse. VINCENT KWAKS, CTO, VANDERLANDE INDUSTRIES
Strong focus on nonaeronautical revenues
A key change in recent years has been the airport owner’s increased laser-like focus on revenue. Airport terminals have always been businesses that need to turn a profit, but never to the degree that we have now, with airports and airlines so focused on non-aeronautical revenue. If you accept the fact that the rates and charges that airlines pay at any given airport are a break-even proposition at best, it is really in the other areas of the terminal – concessions, retail, duty free and all the special offerings a terminal can provide – that operators are turning their focus to increase revenue, and this will continue. As a result, airports will increasingly become a combination of retail shopping center and upscale hospitality facility. They will evolve from being facilities that process passengers, to places
Passenger Terminal World | SEPTEMBER 2014
that accommodate guests and customers. That terminology is already part of the aviation lexicon as very few airlines and airports still talk about ‘passengers’. These ‘guests’ will increasingly measure their door-to-door travel experience by the weakest link, fueling a greater degree of cooperation between airports and airlines, and even cities offering transit. It doesn’t matter that the airline has provided a superb flight and wonderful service if your bag gets lost. That will be the lingering memory of your journey. Even if the baggage isn’t handled by the airline, it is their reputation that will suffer. We also need to plan and design airport terminals that are more intuitive and don’t rely on wayfinding signage to the current extent. Instead, they will provide light and views so that passengers
LEFT: HOK-designed concourse at Long Beach Airport points the way forward with regard to enhanced waiting zones
intuitively know which direction they need to go in. This is actually a no-cost proposition – it’s just about smart and thoughtful planning. Lastly, I hope we see a more civilized way of gathering passengers prior to boarding. We need to dispense with the term ‘holdroom’. We would like to think of them as enhanced waiting areas. I think a lot of airports and airlines are embracing that idea, so while you are waiting to board you are not sitting twiddling your thumbs or looking up at the sky. There should be retail offerings, beverages, internet access – all making the waiting much more tolerable. A better, more structured way of boarding passengers, rather than the cattle call that you see at many airports, would also be transformational. ROBERT CHICAS, DIRECTOR OF AVIATION + TRANSPORTATION, HOK
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PREDICTIONS 55
Travelers treated as guests rather than passengers
Image: Fentress Architects
Passenger research will be vital to success
Fentress Global Challenge’s airport of the future student design competition has been a catalyst for many new and fresh ideas
Mobile technology has changed the way we travel through airports. From self-service check-in to wayfinding, shopping, boarding and even checking in to our hotel, mobile solutions have become a major part of the passenger journey. Technology has enabled the industry to develop more value-added services that are helping airports improve the passenger experience – one of the main aims of most airports around the world. A hospitality mindset has begun on the airport operation side and passengers are starting to be treated as guests rather than passengers. We are also seeing a continued focus on developing the right retail and concessions programs for passengers. Airports are now focusing on developing solutions that meet passengers’ needs and also offer more of an experience. For example, at the new Tom Bradley International Terminal at LAX, we helped develop an interactive media system in such a way that airports are now connecting with their passengers and using the medium to enhance the travel experience. CURTIS FENTRESS, PRINCIPAL-IN-CHARGE OF DESIGN, FENTRESS ARCHITECTS
No airport can afford to underestimate the impact a positive passenger experience has on its business. In response, Finavia has already launched TravelLab, which takes ideas from passenger feedback and surveys and turns them into prototypes for passengers to test. The best and most liked ideas are then further developed. TravelLab has already provided new initiatives, including a midsummer party, airport yoga and a celebration of Finnish coffee culture. Airports will need to keep up with what’s ‘in’ in passengers’ lives in general. For example, in August Finavia made it possible to celebrate the worldrenowned Restaurant Day at Helsinki Airport. As far as we know, we are the first airport in the world where Restaurant Day has been observed. Today, Finavia has more than 100 airline customers and 19 million passengers a year. In 2034, Helsinki Airport will look and feel very different. Technology will naturally play a major role in its development, but I believe communication with passengers is at the core of everything. Passengers will become more involved in the whole development process, from innovation to execution. Passengers no longer simply settle for a smooth airport operation – they want experiences. In 20 years, airport concerts, theaters, gyms, libraries, gardens, restaurant days and suchlike may well be commonplace. Airports may even become the destination’s main attraction! This could lead to innovations such as one-room apartments available to rent at the airport, with day care and hobbies for children, and even the creation of green spaces available for hire by passengers visiting the airport on a regular basis.
When we completed London Stansted in 1991, it was the first in a new generation of airports. It was a model that has since been adopted by airport planners around the world, and which we developed on a larger scale in Hong Kong (pictured above) and then Beijing. Stansted’s design achieved an unprecedented degree of clarity by moving the service installations that were usually concentrated at roof level to an undercroft beneath the concourse floor, freeing the roof to simply admit light and provide shelter. Stansted’s influence can be seen in the design of many subsequent terminal buildings, which today are open to daylight, views of the aircraft and the landscape. In the future, terminals will obviously need to accommodate more passengers, and as a result they will need to balance the demands of capacity and legibility. Secondly, I think we will see a greater range of facilities and services, with airports playing a more important role in urban life. They will offer leisure facilities, shops, hotels, conference centers… even entertainment and cultural venues. In that sense, the airport of the future is moving closer to being a city in microcosm. That ‘closeness’ does not always have to be physical. In Hong Kong, the airport is 40km from downtown, but passengers can check in at the railway station in the heart of Central, go for a meal and take their seat on the plane just an hour after paying their bill, thanks to the 130mph Airport Express Line. Properly integrated systems, which place runways away from people but allow seamless easy access, will be essential.
KARI SAVOLAINEN, PRESIDENT AND CEO, FINAVIA
HUW THOMAS, PARTNER, FOSTER + PARTNERS
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Light, highly efficient, well-connected and transparent
SEPTEMBER 2014 | Passenger Terminal World
56 PREDICTIONS
The death of the airport shop?
Passenger personal devices the platform of choice A major influence in the future will be mobile communications. Airports will continue to innovate and explore new services in this area as more passengers will expect them. Operators will be able to transfer more processes and services into a mobile context because more passengers will have such devices. There has been a huge sea change in this regard; not only is this technology available at reasonable prices, but people of all ages are increasingly comfortable using it, whether for wayfinding, information or security. In the USA, they are unveiling a mobile app for passport control so that passengers will be able to enter their immigration information before they get to passport control. We will definitely see a wider use of mobile technology in the airport and airline environment. Mobile technology will change passenger flow in airports, which will need to address how they allocate space. Airports will no longer have to provide huge passenger halls for security screening as mobile technology and other advances will help to reduce dwell time and slash queues. Self-service will have a similar effect. Previously departure areas were built to accommodate ticket counters and baggage induction areas, but with the introduction of self-service kiosks, we don’t need all that space. In fact, a high percentage of passengers already print their boarding passes at home, so even these self-service kiosks are becoming redundant. Ultimately I think there will be much less of a division between pre- and postsecurity. We will be able to use technology so that baggage screening can take place before people even get to the airport, making detection of security threats at the airport even easier – we’re already talking about being able to determine explosives in liquid without having to open the container. We could almost go back to a time before current security screening levels, when airports were fundamentally welcoming and a place for the community to use. ANGELA GITTENS, DIRECTOR GENERAL, ACI WORLD
Airport retailing is changing dramatically, and soon shops in airports will be radically different – some may even have disappeared altogether. Although we do not expect retail outlets to actually ‘die’, we do see them changing substantially, and increasingly they will be showrooms rather than shops. There are three main reasons behind these expected changes in airport retailing: the dramatic increase in online shopping; the need for airports to boost nonaeronautical revenues; and the need to enhance the passenger experience at airports. Virtual shopping is already taking place at airports around the world. It is changing the face of airport retailing and is predicted to grow very rapidly. Already widespread are You Shop, We Drop schemes, whereby passengers buy the items and have them delivered to their home/office addresses. Delhi International Airport Ltd (DIAL) has partnered with HomeShop18, India’s leading virtual retailer, to introduce a virtual shopping wall called Scan N Shop in Indira Gandhi International Airport. Heinemann Duty Free has unveiled a QR code wall – already a big hit in Asia – at Frankfurt Airport. The shoe retailer Dune has recently refurbished its store at London Gatwick, installing iPads in the seating areas so that customers can order from the full catalog, and offering a home-delivery service. The move has been a great success, with a fantastic response from customers and significant uplift to retail sales. Other innovations include Tesco’s virtual store at London Gatwick (above). We therefore predict major changes in airport retailing. Some shops will be replaced by showrooms, others will introduce online shopping facilities to boost sales and improve the passenger experience. The result will be more profitable airports, more successful retail operators and improved passenger satisfaction. ROGER THOMAS, MANAGING DIRECTOR, RESEARCH FOR TRAVEL LTD
CDM to be implemented worldwide From an operational perspective, I would say collaborative decision making (CDM) is going to have huge impact on terminals in the future. CDM enables the intelligent processing and sharing of complex and high-volume data, which allows airports and all their stakeholders to make better and faster predictions and decisions, and collaborate in real time to improve the airport’s overall performance through better resource allocation and increased punctuality.
Passenger Terminal World | SEPTEMBER 2014
Overall, different surveys show that 75% of the top 50 airports plan to employ CDM. Fiftyfour percent plan to implement or already have implemented airport operations control centers (AOCC), which enable them to obtain critical data from various stakeholders and disparate systems. An increase in the amount and quality of passenger handling data, as well as the sharing of real-time information, will help optimize punctuality and productivity. Therefore I think CDM will be
implemented at all major airports worldwide, while new technologies that support seamless travel will also be developed. Last but not least, initiatives such as the SESAR (Single European Sky ATM Research) program will come into effect to optimize air traffic control, providing more capacity with higher security at a lower cost. DR RALF GAFFAL, HEAD OF INTERNATIONAL BUSINESS, FLUGHAFEN MÜNCHEN GMBH
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58 PREDICTIONS
We are rapidly moving into a future where we are increasingly dependent on our devices and the reassurance they provide. Who is not lost if they have left their cell phone at home? How many of us leave them on display on a restaurant table when dining as we cannot live without being connected? This reliance will continue and growth in wearable technologies provides a great opportunity to provide the support, reassurance, information and services needed by individuals who travel to and through airports. At the heart of this will be understanding the needs, desires and emotions at an individual level to ensure that the experiences these technologies provide will enable us to tailor them in a more intuitive and human way. REUBEN ARNOLD, BRAND AND CUSTOMER ENGAGEMENT DIRECTOR, VIRGIN ATLANTIC
Wearable technology will enable more tailored and relevant experiences
LEFT: From wayfinding to targeted advertising, Google Glass and other wearable tech could help to ease and personalize the passenger journey
Twenty years from now, passengers won’t have to find their way to baggage claim carousels because those carousels won’t exist. The ways airlines and airports handle passengers’ bags will fundamentally change. And this will happen through several key ‘co-making’ innovations, where two (or more) brands from different categories collaborate to create a product, service or experience that is only possible through the unique contributions of each partner. For starters, we’ll invert the current pay-forchecked-bags paradigm. Passenger anxiety about overhead bin space, coupled with the motivation to circumvent checked-bag fees, has regressed the boarding and deplaning process and slowed aircraft turn times. To reverse this in the future, all checked bags will fly free, while most overhead space will be allocated to frequent flyers with co-branded carry-ons tailor-made for fast ‘click-in’ stowage. Remaining bin space will be reserved for passengers paying more to carry-on their bigger bags. But there won’t be many passengers who’ll pay more to bring their larger carry-ons on board, because the convenience and security of checking bags will be unrivaled. Airlines and hotels will increasingly team up to fix the seams in the travel experience. Airframe manufacturers will help, creating modular cargo systems that allow checked bags to be transferred easily straight to hotels. With RFID and GPS technologies more integrated into everything and interfaced through smartphones and wearables, bags that aren’t going to hotels will be couriered by robots to the trunks of parked cars and secure lockers at transit stations. Passengers want point-to-point travel. In the future, their bags will travel that way, too. DEVIN LIDDELL, PRINCIPAL BRAND STRATEGIST, TEAGUE
Checked bags won’t be claimed at carousels – they’ll be delivered by entirely new systems
Teague’s ‘Skyship’ – a vision of sustainable travel for the year 2030
Passenger Terminal World | SEPTEMBER 2014
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PREDICTIONS 59
Retail and food will become more integrated into departure lounges
Airports will become dining destinations in their own right Recently there has been a trend toward bringing celebrity-chef restaurants and local favorites from the street into airports, providing travelers with more of a sense of place. But along with that comes considerations of how best to represent these brands, with limited kitchen space and intricate menus, sourcing ingredients that maintain the brand’s integrity and ensuring that the experience travelers have in the airport meets, if not completely exceeds, the experience they’d expect in the city center. The industry has also seen a considerable increase in the number of female travelers over the years – hence airports need to develop restaurant concepts that appeal more to women. We’ve found that this audience often seeks open spaces, healthier dining options, creative cocktails, welcoming seating and more light and ambience. Meanwhile, the majority of travelers still want to see brands they know and trust, so it’s more than likely that the airport of 2034 will still feature a Starbucks or similar. Airports will increasingly become dining destinations in their own right. At Chicago O’Hare, for example, you can have some of the best sushi you’ll find anywhere, you can relax among herbs and vegetables growing in the aeroponic Urban Garden, you can try celebrity chef Rick Bayless’s famous tortas sandwiches, enjoy some bubbly at a piano bar, or sip gourmet cocktails poured over eight different types of
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ice. You couldn’t find all that at the airport two decades before. Technology will remain a key driver. Online booking, kiosks, menu pads, mobile payment and apps that let you place an order and have food delivered to your gate are existing examples of how technology has helped deliver more control and convenience to customers. In the future, I expect static concession signage to be replaced completely with digital graphic displays, video and virtual displays. It would not surprise me to see facial recognition software that will know your preferences and customize menus and ordering options just for you. Can you imagine if you had a gluten allergy and when you stepped up to the counter the menu changed and featured all the gluten-free options available? I believe we will see these types of advances in the next 20 years. But it will also be important to retain the necessary human interaction that makes the difference between simply purchasing food and having a dining experience. While technology will be king, friendly and knowledgeable customer service will never be obsolete. With so much information rushing at us, restaurants provide a place for us to slow down and unwind – and will continue to do so. Technology will make operations more efficient but human interaction will still be critical in most dining experiences.
Three key trends
Blurred lines: The ticketing lobby/terminal processor process starts not at the airport, but at your desk, in the car, at your house. Maybe the terminal is just a concourse and a baggage claim area, with a restaurant. A ‘string of pearls’ type of space. We’ll see a similar blurring of distinct spaces within the terminal – retail and food will also be completely integrated into departure lounges. Intermodal transit: We’ll see greater provisions for transit, with connections direct to the terminal, leading to much greater energy efficiency and reduced carbon emissions as well as a greater number of discrete processing and amenity ‘channels’ for passengers with different needs/price points. Speed and efficiency squeeze terminal capacity: Security screening will be minimized thanks to more efficient processes. Nextgeneration flight systems will also be in place, increasing airways’ capacity, reducing delays and resulting in more passengers in terminals – further squeezing terminal capacity. ANDY COHEN, CO-CEO, GENSLER
STEVE JOHNSON, PRESIDENT & CEO, HMSHOST
SEPTEMBER 2014 | Passenger Terminal World
60 PREDICTIONS
Independent shared-use lounges will continue to grow Terrorists are getting smarter, so airports must continuously assess changing threats and risks. Airports must take a risk-based approach to their security systems, analyzing and identifying passengers that may pose a threat. Technology is always changing, so the security checkpoint must be as quick and as flexible as possible to adapt to these constant changes. As an organization, we are following the development of a more risk-based approach from governmental agencies, such as ECAC, the TSA (which has risk-based initiatives, such as passenger preclearance), IATA and the ACI closely, and are discussing opportunities with local airport authorities to try to incorporate these security developments into their design requirements. Some local authorities have a clear vision on this topic but most of the time they do not. They will need help to develop a clear vision based on the threats faced by each authority to create a masterplan and development plan for more risk-based security measures. Airports will also need more flexible IT platforms that can support future developments. IT data integration will be important for riskbased assessments – governmental and airline/airport systems will be connected and incorporated to improve performance and help with planning and operational processes. Biometrics will also play an important role in border control. Finally, airports will also need to improve security agent processes and working instructions by combining technology with passenger observation (appearance and behavior). ROBBERT WEEDA, DIRECTOR, SPECIAL AIRPORT SYSTEMS ADVISORY GROUP, NACO
Lounges will grow in sophistication: Qantas’s new Hong Kong lounge (top); and San José International’s ‘The Club’ shared-use lounge (inset)
Passenger profiling will be a key weapon in the war on terror
To understand the expectations of the traveler in the next 20 years, you need to research who those travelers will be and what they value. ‘Millennials’ prefer working and socializing in groups, rather than as individuals. They are good at multitasking and were the ones studying while listening to the radio or watching television. Providing areas where this important growing travel segment can gather while at the airport will help satisfy their expectations. The independent shared-use lounge provides just this option – and allows your airport to gain social media exposure as these travelers share their experiences and photos while in your lounge. Certainly we will continue to see rapid growth of independent shared-use lounges over the next 2-3 years. As many airports implement facility improvements, the demand for a ‘neutral’ independent-shared use lounge that is not tied to a specific airline or affinity credit card will grow exponentially. Underused or underperforming spaces in airport terminals will be turned into revenue sources as independent-shared use lounges. Within the overall terminal, we will also see more zones offering communal seating, while airports will obviously need to ensure passengers remain connected via their own mobile devices, as well as encouraging passengers to connect with each other. Access to electrical outlets regardless of where you are seated will also be vital. The ability to adjust seating and lounge size as needed based on peak demand throughout the day, month or year would also be welcome. A lounge design that allows you to quickly increase seating and space based on demand would improve the overall guest experience and financial viability of a lounge. NANCY KNIPP, SENIOR VICE PRESIDENT, ALD
Passenger Terminal World | SEPTEMBER 2014
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DSG is proud to introduce our new Self-service bag drop design, named, Air.Go. This innovative solution may be fitted the samebag functionality as our unique retrofit 1-and DSG is new proud to introduce our newwith Self-service drop design, named, Air.Go. 2- innovative step solution. as a be modular system, making it possible as to customized the airport This newDesigned solution may fitted with the same functionality our unique retrofit 1-and profile. 2- step solution. Designed as a modulardesign system, making it possible to customized the airport design profile. The following features are available: Touch screen operation with modern user interface for the
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DSG is proud to introduce our new Self-service bag drop design, named, Air.Go. passengers, barcode scanning, RFID bag reading, boarding pass scanning, passportfor scanThe following features are Touch screen operation modern user interface the DSG is new proud toavailable: introduce our newtag Self-service bag dropwith design, named, Air.Go. This innovative solution may be fitted with the same functionality as our unique retrofit 1-and ning, NFC management, intrusion detection, length/height check, scaling, payment solupassengers, barcode scanning, RFID bag reading, boarding pass scanning, This innovative solution may fitted with the same functionality as our unique retrofit 1-and scan2- access step solution. Designed as a be modular system, making it drop possible to customized thepassport airport DSG is new proud to introduce our newtag Self-service bag design, named, Air.Go. 2step solution. Designed as a modular system, making it possible to customized the airport tion, receipt printing, bag tag printing and more. ning, NFC management, intrusion detection, length/height check, scaling, payment profile. This access innovative new solution may be fitteddesign with the same functionality as our unique retrofit 1-and soludesign profile. 2step solution. Designed as a modular system, making it possible to customized the airport tion, printing, bag tag printing and more. The following features arereceipt available: Touch screen operation with modern user interface for the design profile. The following features are available: Touch screen operation withpass modern user interface the passengers, scanning, RFID bag tag reading, boarding scanning, passportfor scanVisit barcode our website for more information www.dsg-systems.no passengers, barcode scanning, RFID bag tag reading, boarding pass scanning, passport scanning, NFC access management, intrusion detection, length/height payment The following features are available: Touch screen operation with check, modernscaling, user interface forsoluthe Visit our website for more information www.dsg-systems.no ning, NFC access management, intrusion check, scaling,passport paymentscansolution, receipt printing, taglength/height printing andpass more. passengers, barcode scanning, RFID bagdetection, tagbag reading, boarding scanning, tion, receipt printing, bag taglength/height printing and more. ning, NFC access management, intrusion detection, check, scaling, payment solution, receipt bag tag printing and more. Visit our website for printing, more information www.dsg-systems.no
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The Self-service bag drop combines a modern and elegant Thedesign, Self-service drop combines a modern interface. and elegant with anbag ergonomic and user-friendly design, with an ergonomic and user-friendly interface. The Self-service bag drop combines a modern and elegant The Self-service bagandrop combines a moderninterface. and elegant design, with ergonomic and user-friendly
with anbag ergonomic and user-friendly Thedesign, Self-service drop combines a modern interface. and elegant design, with an ergonomic and user-friendly interface.
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A world leader in Airport Development NACO is a global provider of an extensive range of integrated airport planning, design and engineering services. Operating worldwide for 65 years, NACO a company of Royal HaskoningDHV, is recognised for its multidisciplinary services and leading edge solutions for the sustainable development of the aviation sector.
For more information contact us on 0031 88 348 1300, email naco-haag@naco.rhdhv.com or visit our website.
naco.nl
PREDICTIONS 63
Passengers will board themselves If you talk to some of the airlines that are really pushing the edge of what is possible, their idea is to have self-boarding passengers. From the minute you log on at home on your laptop, you are facilitating your journey through the airport. A self-boarding passenger will most likely not come into contact with anyone at the airport and will just walk onto the airplane. That is the airline goal. The effect of that on airport design is almost impossible to predict. Will we see a distributed series of checkpoints rather than a single line? Will everyone be screened in the same way or will it be based on risk? We can already see that it is likely that screening staff will be in a nice quiet room looking at images rather than out in a noisy concourse. Overall, we need to smooth the flow of passengers through the terminal. The biggest impact won’t be a particular technology but rather how technology, processes and people are combined together. You have to think about passenger throughput and the space you have available, and how you integrate them and make use of the data available, and how you manage and monitor. Biometrics will be increasingly integrated into security procedures and will enable a more personalized experience – the checkpoint will recognize you and tell you where your gate is or advise you on unpacking something from your bag. Ultimately, the checkpoint will become an integrated system rather than lots of standalone processes. Airports and airlines want to maximize the efficiency of their security resources, so that they only have to interfere with a passenger if they are unsure about that person. In the USA, the goal is to have 50% of domestic passengers on the pre-check scheme so that they can go through security and only randomly get searched or have items removed. The principle is that you only apply technologies and processes to people you’re not sure about. KEVIN RIORDAN, CAPABILITY MANAGER FOR AIRPORT AND CHECKPOINT SYSTEMS, SMITHS DETECTION
Virtual assistants will manage the travel experience Intelligent travel assistants (ITAs) will automatically manage all aspects of the travel experience. When disruptions occur, they will automatically re-accommodate passengers based on their preferences and coordinate all elements of their itinerary. First-generation ITAs like Siri, Google Now and Cortana are only the beginning. Within 20 years, specific digital ITAs will be created to automatically and proactively deliver travel support services to passengers throughout the journey. ITAs will greatly enhance all aspects of the travel experience. The most challenging aspect of air travel today is dealing with irregular operations. Within 20 years, this process will be totally automated, shifting the focus from moving bodies to accommodating passengers’ needs. When notified of a disruption, ITAs will select the alternative flights that best meet the passenger’s requirements and automatically rebook all itinerary elements that are affected by the disruption. The ITAs will work seamlessly with airline customer experience management systems, enabling airlines to deliver products and services based on the value of the passenger. ITAs will deliver necessary documents and authentication during the airport process, eliminating the need for the passenger to interact with airport personnel. This will be done digitally as the passenger passes through airport archways. ITAs will sift through the multiple offers generated by geo-fencing technology, such as iBeacons, delivering to the passenger only relevant offers and messages. At the destination, ITAs will suggest restaurants, activities and services that meet the traveler’s needs. This includes seamlessly making reservations and facilitating electronic payment. Finally, ITAs will seamlessly interact with social media, alerting personal and business contacts of any changes in itinerary plans. ITAs will also interact with the Internet of Things, providing information of interest for inairport services and at-destination exploration. NORM ROSE, PRESIDENT, TRAVEL TECH CONSULTING INC
We will enjoy a new dimension of travel freedom – free from baggage worries Our luggage will become an app – fully controllable anytime, anywhere. In effect, we’ll carry our suitcases in our pockets. Luggage will no longer be a burden. It will pack itself, check itself and carry itself. It will be ready waiting for us in our rental car, hotel room, cruise ship cabin or home. Our hands will be free to explore the world around us. Smart luggage will let us enjoy a new dimension of travel, free from all luggage worries. We will be free to discover and explore the airport, passengerterminaltoday.com
which will be enriched with ‘living spaces’, shops, restaurants, cafes and recreation opportunities. We’ll carry very small, minimized hand luggage only. We’ll move in airports freely without burdensome security luggage checks and all the queues and frustration they can currently cause. Instead, we’ll proceed directly to our seat. Air travel will enjoy a renaissance similar to the jet-set age of the 1960s. VIP-like aircraft cabins designed for super-fast boarding/de-boarding, with your own personal stowage directly at your
seat, and fully panoramic views of the outside sky provided by electronic wallpapers, with the view undisturbed by oversized stowage bins that will no longer be necessary. Passengers will celebrate traveling in the air again – who knows, perhaps even hats will become fashionable again, with the humble hat rack once more restored to the cabin, in place of today’s bulky and cumbersome overhead bins. JAN REH, INNOVATION MANAGER, EMERGING TECHNOLOGIES & CONCEPTS, AIRBUS
SEPTEMBER 2014 | Passenger Terminal World
64 PREDICTIONS
Security systems will move from halfway through buildings to outside terminals
Self-driving baggage trolleys
Why are people only being checked once they’re halfway through a building? I travel all over the world, and in most hotels go through security before I enter the building. I think a lot of the new airports being built today aren’t designed the right way and will need some sort of redesign in the near future. From a passenger terminal point of view it will also be interesting, as it will free up vast amounts of space within the terminal that can be used to improve the passenger experience. We’ll also be able to geo-locate wandering transit passengers. When I was heading up the internal environment team on Heathrow’s Terminal 5 a few years back, we talked about putting a sensor on bridges around the airport to track transit passengers’ movements. Passengers who don’t know London may think that a few hours’ layover will enable them to go into the city for a short visit. This often leads to passengers missing flights because they can’t make it back in time. This in turn leads to flight delays as bags need to be located and removed. If you could see whether a passenger will make it back for a flight or not, you wouldn’t load their bags onto the aircraft, increasing safety and saving time. PAUL PRIESTMAN, DIRECTOR, PRIESTMANGOODE
In 20 years, I predict that we will have smart bags being transported by smart trolleys. You will arrive at the airport and dump your permanently tagged bag into a self-driving trolley and off it will go. We already see drones and Google’s self-drive cars making a potential future impact, and there are many companies now making robotic devices that move material as part of manufacturing and warehousing. Why not in airports? So this is how it could look. First, you will have a permanent bag-tag assigned to you, and when you buy a ticket it will be recorded. The system now knows where your bag-tag – and therefore your bag – needs to go. This won’t be a sticky paper tag; it will be embedded in your suitcase. At the airport there will be an area near the entrance where you just drop your bag. No pressing buttons, no scanning anything. You just drop your bag in a self-drive trolley or box and it will be whisked away. You will then go through security, have a coffee, do some shopping, board your flight, and your bag will be waiting for you at the other end. Behind the scenes, your bag-tag will have been scanned as soon as you drop your bag in the self-drive trolley, and it will be automatically routed through the airport and loaded onto your flight. Your bag-tag details will also be embedded in your personal electronic device – phone, tablet, phablet, watch – so at any time you can check your device and it will tell you exactly where your bag is and when it will be with you. JIM PETERS, CTO, SITA
Passenger Terminal World | SEPTEMBER 2014
ABOVE: Priestmangoode has designed a space capsule that will take passengers on flights to the edge of space
Tomorrow, today “The future is already here, it’s just not very evenly distributed” – the words of sci-fi author William Gibson seem particularly apt when applied to the airport terminal. Here are a few current examples of the latest thinking, hand picked by Skyscanner’s Filip Filipov, that point the way forward: • At Heathrow and Frankfurt airports, iQueue, a Bluetooth-based product, has been installed to understand passenger behavior and reduce bottlenecks. It monitors queues, dwell time, access controls and associated services. • In LAX’s Tom Bradley terminal, multimedia and interactive content is shown across seven giant LED screens in strategic locations. • Art at airports will become commonplace in the future – currently Amsterdam’s Schiphol Airport features Dutch masterpieces borrowed from the Rijksmuseum, while Changi has Kinetic Rain (left) – the world’s largest moving sculpture. • Gardens and outdoor spaces will be seen in most airports in the future – today Singapore’s Changi Airport has a butterfly roof, a five-story vertical garden and waterfalls. ■
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Turning Visionary Ideas Into New Realities www.airbiz.aero
66 LONDON HEATHROW HELEN NORMAN ■
Why was the innovation team founded at Heathrow? I was asked by CIO Neil Clark to help shape a technical innovation function at the airport. Heathrow has a strong heritage of undertaking innovation in various forms, but this has traditionally been around large-scale projects, such as the personal rapid transit pods at T5, and the large amount of engineering firsts embedded in the new T2. Although the airport will continue to do this, it was felt that we needed to take greater advantage of the latest technology trends in a more agile way. Therefore, the Heathrow Innovation Team was founded in September 2012, supporting both the successful large-scale deliveries of our IT department and the incremental benefits delivered by our continuous improvement program (Making Every Journey Better). What is a typical day like within the team? We are continually running a number of innovation initiatives. We’re business focused, so rather than pushing new technologies, we spend a lot of time talking to our business units, finding out what their challenges are, and then looking at how we can bring innovation to help solve those challenges. We are continually talking with our partners and stakeholder communities at Heathrow, such as the airlines or partner organizations like SITA, Atkins and Microsoft, who work within the airport, about new trends or technologies or business challenges that they are working with. We also look into the wider technology community to find out what the next big things are and expand our knowledge about what is available. How do you identify new trends? Aside from talking to people involved in the business, we also look to events outside such as the Consumer Electronics Show, Web Summit or even Mobile World Congress, to identify emerging technologies and trends. It is through this
openness that we hope to come across the spark of an idea. We may see something interesting being used in a particular environment and then we can discuss how that product or technology could be used to bring advantages at Heathrow. How do you encourage your employees to talk about the business challenges they face? We have a number of approaches, from simply ‘being out there’ in the business and meeting people, to running one of our challenge gathering workshops. We also promote and encourage ideas via an intranet site. Here, we detail the projects we are running, how they affect certain processes, and even how to potentially get involved. The site can also be used by employees to provide feedback or to discuss their work challenges. Heathrow actively participates in a competition developed by our majority shareholder, Ferrovial. This is an innovation competition run across the different companies within the group. The competition this year is framed around making a positive difference for our airlines and passengers and/or improving the way we work. The collection stage for entries has just closed so our next task will be to review these. The winner will receive a €4,000 (US$5,200) prize from Ferrovial, while a seed fund to help develop the winning idea is also provided. We run regular showcase sessions. During these, we will bring in an emerging technology and showcase it to our employees to find out what they think. For example, we recently showcased 3D screens that don’t need special glasses to view. We asked a number of suppliers to bring in their products and we showcased them for four days in the reception area at our HQ. Although they were displaying commercial products, we wanted to find out how we could use 3D technology within our operations to better advance the experience. As a result of this showcase, we received a number of ideas from staff. We then spoke to the employees about their business challenges and how the technology could be used to address these.
London Heathrow’s IT innovation team was founded just over 18 months ago, but has already made a big impact on the airport. Passenger Terminal World speaks to Richard Harding, Heathrow’s head of IT strategy and innovation, about the team’s latest projects
inside information Passenger Terminal World | SEPTEMBER 2014
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Illustration: Judith Van Den Hoek
LONDON HEATHROW 67
Expert advice Heathrow’s Richard Harding gives his five top tips for encouraging innovation Create the right environment for innovation to succeed. Ensure executivelevel sponsorship. Be open to new ideas (both internally and externally) and really work on encouraging an ‘ideas’ culture. Listen to your business and those who work in it. Innovation is nothing if it is not focused on solving real business challenges.
“By looking at Heathrow as a smart city and trialing solutions, we can drive growth in this sector”
Don’t push technology for the sake of it. The latest shiny product from Silicon Valley might look very pretty, but could be worthless in an airport. Trial and test thoroughly. Measurement before and during a trial means you can produce the evidence that a new idea or technology will make a tangible difference. This is key for building successful business cases. Showcase new technology to your colleagues. Set key challenges and tap into the latent potential that exists within your organization. This is a great way of inspiring staff to creatively consider new ideas and approaches.
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SEPTEMBER JUNE 2014 | Passenger Terminal World
68 LONDON HEATHROW
How has Heathrow used 3D screens? The trial we ran was undertaken in security compliance in T1. One of the security officers suggested that we replace some of the 2D video screens at security checkpoints. These are used to advise passengers what they can’t take through security, such as sharp items, and to highlight liquid restrictions. We ran the trial in T1 security for about six weeks at the beginning of 2014. The aim was to find out if people saw and paid attention to the 3D screens, and whether they made a difference to the number of security compliance failures. The results showed that people did take notice, but it didn’t change their underlying behavior significantly enough to make it worthwhile investing in them at this stage. We learnt a lot from undertaking the trial and we certainly haven’t completely ruled out the use of 3D screens. We are now just waiting for the right business case to come along. An important point to make here is that we, the innovation team, rapidly trial and research new innovations to quickly prove whether they will provide benefits or not. By trialing new technologies on a small scale, we avoid the risks associated with undertaking a full fit-out, only to find issues later.
ABOVE: The innovations team recently showcased 3D screens that don’t require glasses at its HQ
security compliance for certain nationalities, and we are now working on the second evolution of the project, which was trialed at the end of June 2014.
Do you have an example of a technology that has been brought in from another industry? The mobile display unit (MDU) that we have been looking at is “By trialing new one example. At various exhibitions we have attended over the technologies on a past year, we saw the development of low-powered LED screens and the latest in battery technologies. Alongside this, small scale, we avoid one of the business challenges we had captured was around the risks associated demand for mobile display screens that could run for extended with undertaking a periods of time without the need for power or data cables. We identified a provider working in the health care industry full fit-out, only to delivering battery-powered units and worked with this provider find issues later” to develop a ‘first of type’. This was then showcased to both our business and British Airways via its operational unit in T5. The feedback gained was then used to further develop the product for use in operational trials starting this summer. The aim is to reduce the need for writing things on whiteboards, and empower employees to update content remotely. This will enable greater flexibility and speed around informing passengers during crisis situations.
What other innovations are you working on? We have recently developed another tablet-based app that is used at our control posts where cargo is brought onto the airfield. Traditionally, we used a paper-based approach for the pre-registering of companies, vehicles and drivers that were bringing cargo on to the airfield. This could cause delays at the control posts when the security personnel were undertaking their checks of drivers and vehicles entering the airfield. Heathrow has recently installed a private 4G network across the airfield, which provides secure coverage for the sole use of the operation. As a result of this, we can truly enable mobile working to some of the outer reaches of the airport. The control posts were one area that could benefit from this. The prototype app enables the security officer at the control post to select the incoming cargo company; and then the signatory’s first or last initial to locate their correct signature. We have taken a process that was on average taking three minutes, occasionally peaking at over 12 minutes, and reduced it to matter of seconds. Following completion of a successful trial, this will be developed into an operational product.
Tell us more about the newly developed security compliance app. One of our security officers at T4 came up with this idea. T4 caters for a large number of international flights with a high number of non-English-speaking passengers. We have customer hosts in place at security checkpoints who speak a number of languages and advise people about the security processes with regard to the hand-luggage restrictions. However, even though our teams can speak a wide range of languages, Heathrow works from 21 identified languages across the airport that not everyone can speak. One of the security officers suggested that we develop an application that translates all of our messaging and can even play a video in the passengers’ native language. Our customer hosts carry tablets so they already have the equipment needed to display this app. We produced the application completely in-house and ran testing and measuring to see how beneficial the solution could be. The results showed that the app could greatly improve
Are you working with any external organizations to take innovation further? I have recently been speaking with the director of innovation at the UK’s Connected Digital Economy Catapult about how we see Heathrow as a smart city. Catapult researches innovation and looks at how it can help drive future economic growth. We discussed how we could support some of Catapult’s initiatives with regard to the digital economy. Heathrow has fire stations and police stations, chapels, a morgue, 72 million passengers, high-value shopping malls, secure network connectivity, traffic lights and utilities, all within the airport perimeter, enabling us to look at incredible levels of unconnected data. By looking at Heathrow as a smart city and trialing solutions, we can drive growth in this sector. ■
Passenger Terminal World | SEPTEMBER 2014
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self-control Self-service bag-drop solutions are increasing in popularity, as passengers demand more control over their journey through the terminal BagDrop systems, part of the Scarabee Group, is a leading company in passenger process improvement and terminal operations. Scarabee was launched in 1988 and BagDrop has been active in the airport industry since 2007, with its headquarters in the Netherlands and offices in Singapore and Dubai. BagDrop focuses on optimizing and innovating passenger terminal operations through efficient and innovative selfservice products and services. Its self-service drop-off unit solutions have been operational since early 2008 and the company has been expanding its installations ever since, with bag drops installed at multiple locations across Europe and Asia. All BagDrop’s activities, developments, services and solutions are aimed at optimizing terminal throughput, improving the passenger experience, lowering operational costs and enabling growth of passenger revenue. The company works closely with its customers to define, develop, build, test and implement the best solutions. Self-service solution The BagDrop unit is a fully integrated single passenger touch point at which a passenger can autonomously check-in and securely drop off baggage in a common-use environment, in a one-step, two-step or hybrid operation with supporting operational and fallback modes. It seamlessly integrates with baggage handling systems and airline departure control systems. BagDrop also develops supporting operational tools such as monitoring and reporting
dashboards and agent mobile apps to monitor the processes. Optional functionalities such as payment, document and passenger check enable further security processing or opportunities for additional revenue generation, such as payment for overweight bags or multiple bag fees, as well as fees for upgrading and upselling. The BagDrop unit is a proven technology with the highest class of safety and security, as well as optimized passenger ergonomics. The units have been operational for more than six years and
Passenger Terminal World | SEPTEMBER 2014
RIGHT: BagDrop offers branding opportunities as well as optimal integration in terminal design through adaptation of body shape, color and lighting
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RIGHT: The wholly integrated BagDrop unit allows passengers to independently check in and deposit their baggage
Industry predictions • Increased mobile technology and connectivity of the passengers • More demand for information and self-control by passengers • Integrated solutions for the whole passenger process, including airline, security and airport processes
LEFT: The BagDrop units are popular at airports in Europe and Asia
currently process more than three million passengers annually. This expected to rise to more than 10 million passengers in 2015. The new BagDrop Modular Compact (MC) unit is the latest generation unit and is fully modular and flexible in functionality. It has the smallest footprint (1,300-1,500mm width, 2,200mm depth and 1,250mm height) and has optimized passenger ergonomics and user interaction as well as making a very attractive business case. BagDrop makes use of its CUPPS/CUSS platform, passengerterminaltoday.com
optimized applications and specific stakeholder monitoring dashboards, which are fully configurable to airport and airline business rules and branding requirements. Business developments In partnership with its sister company Scarabee, BagDrop is focusing on looking at improvements for the whole terminal passenger process, from curb to gate. Its ultimate goal is seamless passenger flow, leading to maximized passenger throughput at the lowest
operational cost and with the best passenger experience, making use of the latest technology and defining and developing tailored solutions. The company’s current eighth generation unit delivers value and functionality and its IT platform and common-use applications offer an integral toolset for the whole passenger journey. Scarabee is currently implementing a new concept of central security lanes. BagDrop is currently running operations worldwide. Its latest installation includes 40 BagDrop MC1300 units in Japan as well as units in Europe that will revolutionize airport operations. Besides delivering products, BagDrop/Scarabee also delivers advice and consultancy services for optimizing terminal operations. BagDrop is involved in the definition of new terminal concepts and designs, taking into account trends and innovations and defining the most appropriate and flexible terminal operational concepts that meet changing current and future passenger desires and demands. Adapting to change Passenger behavior, airline operating models and airport
operations have changed radically over the past decade. Changing passenger behavior has implied a direct change in the primary function of the departure terminal. At the same time new technologies and solutions enable further improvement and integration of processes. The adoption of mobile technology and smartphones, optimized airline operations with mobile and web check-in, and changing airline revenue models, require airports and airlines to rethink the traditional setup of terminal functions and passenger service offerings. Changing security regulations and associated threat levels must be able to cope with this and enable airports to optimize their operations. In the old days, the passenger was a person who was served; current passengers demand both information and being in control of their own process, with offerings such as self-service bag drop as well as access and security. BagDrop is launching new products such as safety and security check-in doors and developing apps to address the changing needs of passengers and airport operators. The company is also working on the delivery of new products that improve terminal operations given changing airline and airport operating models. BagDrop is developing integrated solutions for passenger processing, for check-in and drop off, as well as for the security filters, lounge processes and at the departure gate. The company aims to develop a better passenger experience using existing infrastructure and space, with improved operations, lower costs and higher passenger revenues.
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progress report Technology and urban development will be key influences on the design of airport terminals in the future ADPI is a subsidiary of Aéroports de Paris and focuses on engineering services in the airport industry, providing feasibility studies, project management, design, construction supervision and commissioning services. The company works with architects, engineers and people involved in airport operations to ensure that it can anticipate all the issues that are going to be faced by staff and passengers when a new facility is opened. The company is currently working on several projects at both new and existing airports, involving air traffic control systems, infrastructure (runways and taxiways) and terminal design. Since its inception in 2000, ADPI has grown its range of expertise to include airport planning, offerings in ICT, BHS and security. “We have structured our offering to cover the main expectations of airport operators or investors. Our teams are therefore now focused on pure airport engineering and we team up with partners to deliver building engineering services. Because we are used to leading multi-disciplinary teams, we make sure that our clients remain integrated in our design process. As a global practice, we make sure that our local entities deliver these values to our clients," comments Guillaume Sauvé, CEO of ADPI.
ABOVE: Taiwan-Taipei air control tower BELOW: Guillaume Sauvé, CEO of ADPI
Middle East expertise ADPI has worked extensively in the Middle East, especially with Dubai Airports and the entity in charge of developing Dubai airport projects. The company was involved in the design of Terminal 3, Concourses Passenger Terminal World | SEPTEMBER 2014
A and B and the enhancement of Terminal 2. “Currently we also have activities in Bahrain and Oman. In the sultanate, we deliver project management services for Muscat and Salalah airports,” Sauvé says. “Our expertise is well recognized in Europe and Africa. In Europe, most of our projects are related to asset management, the improvement of the passenger experience or the enhancement of profitability (retail, for example). Our market share in Africa is increasing thanks to our successful references in Mauritius and Tanzania. We have recently secured some projects in Kenya
and Ethiopia. Asia is our next target. We are confident that our latest successes in Taiwan, the Philippines and China will enable us to establish a strong base.” Sauvé believes that the aviation market will continue to grow in the Middle East. However, he makes sure that the projects ADPI is designing remain flexible and modular enough to accommodate new traffic forecasts or industry trends. Customer-centric According to Sauvé, “The size of airports has changed a lot over the last 20 years. The development of commercial passengerterminaltoday.com
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Industry predictions • Increased demand for self-service throughout the airport • Passengers will receive all the information they need on mobile devices
Mauritius ATOL
• Urban design will inspire airport design
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ADP – Jean Pierre Gaborit
RIGHT: ADPI was heavily involved in the development of Dubai Airport FAR RIGHT: Abu Dhabi air traffic control tower BELOW: The new terminal at Mauritius International Airport
services in airports has also had a big impact. If we look at how we designed an airport 20 years ago, we were more focused on the design of the passenger process to limit the time spent getting from the car or public transport to the aircraft, and we gave little consideration to retail or entertainment aspects. "Now airports are more focused on these opportunities and we need to make sure the shopping experience is the best, with a real choice of stores. We still need to make sure passengers can use the facility efficiently but the
passenger experience becomes the heart of the design. As a designer we place the customer at the center and we have to find a technical solution to address the functionality of airports,” continues Sauvé. Future demands The increased demand for selfservice and faster passenger processes will influence airport design in the future, Sauvé asserts, with service improved through automated border control, smart gates and efficient management of airport security control. “We need to make sure that everything that makes a journey stressful can be removed. Passengers travel more and compare the airports, so they will have greater expectations and be more demanding,” he says. Sauvé believes the key to successful airport design in the future will be the incorporation of technology. “We have to build a facility that becomes a destination of the future, and technology will help with that. The process will change a lot so we have to
design accordingly and keep the flexibility. Developments in technology and IT will help airports become more efficient and cope with increases in capacity.” The rise of the airport city is already a reality, and Sauvé believes urban design will play a big role in the design of the airport of the future. “The barrier between the city and the airport drops. With the development of the airport city, the city comes close to the airport, giving the opportunity to invent some new ways of combining airports and cities. “In the future we can expect a journey to the airport which will start from home, receiving information on our mobile devices, dropping off our luggage far away from the airport, giving us the opportunity to enjoy services at the airport. This is something we need to take into consideration when we design the future terminals. Landside areas of the airports will probably face major changes in the future, pushing us to anticipate these changes by designing flexible terminals,” Sauvé concludes.
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stick to it The rise in self-service bag drops calls for the development of an easy-to-use bag tag Borry Vrieling, founder of baggage tag printing company Varilabel, began his career in the label printing business more than 30 years ago. At the age of 21, Vrieling began working for Avery Dennison, a leading company in the self-adhesive label market, but, owing to his entrepreneurial spirit, he launched his own label-printing company in 1994 by buying a label-printing machine with money from the sale of his house. “From the beginning, owning my own company was fun; it was so much more rewarding, not in a personal financial way, but being able to make one’s own choices and the freedom to decide what is worthwhile in terms of time and money, enabled me to grow the company with double digits every year,” explains Vrieling. He puts his level of success down to his ability to stay true to his roots and personal business ethics. From the start, Varilabel’s goal was to become a market leader in specialized label applications. The company takes the identification needs and business processes of its customers as the starting point to create smarter solutions to meet their needs. Varilabel helps big supermarket retailers control their returnable transport items, while major chemical companies like Ashland, Dow and BASF can live up to the industry-specific labeling legislation and keep maximum flexibility with Varilabel’s revolutionary RaTags product. The company also supplies loop labels to flower exporters, a very important part of the Dutch economy, allowing them to preprice their products. Over the past five years, Varilabel has been working in
cooperation with partners on the easy BagTags for self-service bag drop applications at airports. Varibel is turning what started out as a technically challenging project with application issues into a worldwide success under a new company name – eezeetags. Printing revolution According to Vrieling, the digitalization of printing has changed the industry forever, not only because there is less need for paper-printed products, but also because the products that are still printed are increasingly printed on digital presses. “There have been many developments in the past 20 years,” says Vrieling, “but the deployment of more and more self-service bag drop points in airport terminals that are in need of an easy-to-use bag tag has certainly affected our company.” The growth of eezeetags will make a new production facility necessary, although whether this will be in the Netherlands or somewhere else in the world is not decided yet, Vrieling reveals.
Passenger Terminal World | SEPTEMBER 2014
Industry predictions • Air transportation has doubled in numbers of passengers • Self-service and digital will be predominant • The world will feel even smaller and a better understanding of different cultures will be needed
LEFT: Borry Vrieling, founder of Varilabel, started his career in label printing aged 21
According to Vrieling, air transportation will continue to become more accessible globally, changing the way the terminal operates. “I always compare air transport with train transport. What began as a luxury way of transportation for the happy few (via the Orient Express) is now a day-to-day commuting facility where everything is self-service and paperless. In 20 years from now, the airport passenger terminal will look much like the train terminals of today – an open and wide area where kiosks are a back-up to the appoperated processes and where floorwalkers are employed to help the passengers that really need assistance. There will also be a big worldwide standardization of systems and the user interface,” he concludes.
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bag for life Automated self-service bag-drop systems will continue to play a vital role in improving the passenger experience Alstef was launched in France in 1961 and developed the first automated storage system with stacker cranes four years later. Since then it has developed innovative baggage handling solutions for the airport industry and in 1998 installed the first 100% hold baggage screening system at Paris Orly Airport. Successful projects Alstef has had a number of successes over its 50-year history, including its long-term partnership with TAV at Istanbul Ataturk Airport. The company has worked at the airport since 1999 and delivered its first baggage handling system in 2000. Over the following 14 years, Alstef has made a number of adjustments to the system, integrating it with a 100% hold baggage screening system, adding additional sorters and including new conveyor lines for bags in transit. In January 2013 the company added two early bag stores. A second successful project for Alstef was for Aéroports de Montréal in 2009 for a baggage handling system in the transborder terminal at MontréalTrudeau International Airport, which was followed by the award of a 20-year maintenance and operation contract. With 105 destination coded vehicles (DCV) circulating on 2km (1.2 miles) of track, the baggage handling system provides all the complex functions required by the new security regulations imposed on passengers traveling to the USA. Bags are transported on DCVs through the levels of control and, if secure, are delivered to a 452-space fully automated storage area to await the passengerterminaltoday.com
ABOVE: BAGXpress lite is an efficient and flexible system LEFT: Alstef’s solutions are installed at Paris Orly Airport
Industry predictions • Check-in desks will be replaced by self-service check-in inside and outside the terminal • Check-in facilities will be located in hotel halls, railway stations and airport terminal car parks • At arrival, baggage will be delivered to passengers’ cars outside the terminal, at the hotel or at home
passenger being cleared through US Customs and Immigration. Product developments Despite these successful longterm projects, the changing airport environment and evolving customer needs mean Alstef must continuously innovate and develop its products. “Our customers now require quick processing times and costefficient products. To remain competitive, we produce our own range of standard products and software and develop in-house
design tools,” says Alstef director Philippe Marino. One of the company’s biggest developments was the automatic baggage drop-off machine BAGXpress, followed by the development of BAGXpress lite. The design of BAGXpress is based on a patented, innovative concept defined by Aéroports de Paris. Passengers print their boarding pass and bag tags at the self-service kiosk and fix the tags to their bags. At the automatic baggage drop-off machine they scan their boarding pass and place the bags inside. The door closes and the bags are then fully checked before going into the handling system. Alstef manufactured and installed the first BAGXpress in Terminal West at Paris Orly Airport in November 2011 and five BAGXpress are now operating there, with another in operation at Pointe à Pitre Airport in the French Caribbean. BAGXpress lite is a solution for flexible operations – it is implemented directly onto existing check-in conveyors to provide
an automatic baggage drop-off system. BAGXpress lite performs all the required controls: bag weighing and measuring, reading the bag tag, and association of baggage/boarding pass (via connection to the DCS). The very first BAGXpress lite was put into operation at Montréal-Trudeau International Airport in December 2013, and eight more machines were installed in early 2014. Future outlook For Marino, the baggage handling system will remain the heart of the terminal. “In the next 20 years the airport terminal will provide increasing services and information to the passengers about their luggage. Passenger processes will be facilitated using self-service machines and mobile devices. From check-in to delivery of bags, the baggage handling system will remain the heart of the terminal. It must ensure that each bag is handled and transported safely and that each passenger receives his or her baggage on time at arrival,” he says.
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Heathrow Airport
Airport - Air Diffusion Systems Strulik is the leading company at solving challenging applications beyond standard air diffusion systems as already realized in Heathrow Terminals 2 and 5. From consulting to commissioning Strulik is in charge of the implementation of the air diffusion system, to meet the required customization and to fulfill all expectations. Furthermore Strulik engineering cooperates with those companies, which are involved in the installation of related products.
Your partner in planning, constructing and manufacturing customized air diffusion systems for special applications, including air flow simulations.
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Strulik GmbH | Division Air Diffusion Systems Am Alten Viehhof 7 | 47138 Duisburg, Germany Phone: +49 (0) 203 / 429 46-0 | e-mail: duisburg@strulik.com | Head office Neesbacher Straße 15 65597 Hünfelden-Dauborn, Germany | Phone: +49 (0) 6438 / 839-0 | e-mail: contact@strulik.com | www.strulik.com
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common sense The rising trend for common-use self-service solutions and developments in security technology is transforming the way passengers use airport terminals The acquisition of ARINC by Rockwell Collins in December 2013 brought together two companies whose histories were forged by the emergence of commercial air travel in the late 1920s. Today, Rockwell Collins and its ARINC airports solutions combine reliable, trusted service with industry-leading technology and a compelling vision for future innovations. Industry developments According to Tony Chapman, senior director – Rockwell Collins’ ARINC airports, EMEA, comparing the airports and the systems in use 20 years ago to those in widespread use today shows how far the industry has come. “The aviation industry has embraced new technology to check-in at home, receive boarding passes and check the status of flights on mobile devices,” he comments. “And the use of self-service CUSS kiosks for on airport check-in has become standard.” The ARINC airports team played an integral role in those developments, Chapman says. “Historically ARINC participated in many of the industry working groups that defined standards for airport operational systems, and we continue to do so today as Rockwell Collins,” he says. “We have been on the working groups for CUSS and CUPPS since its formation, and we were the first to deploy CUSS kiosks and to check-in the first passenger on a CUPPS-compliant system, which saved airports the cost of building new facilities by allowing the use of check-in desks and gates to their maximum efficiency. “In addition we have developed our systems integration skills to act as the primary IT contractor for many airports globally,” he passengerterminaltoday.com
says. “These skills not only deploy Rockwell Collins’ ARINC airport systems, but integrate those with all of the other systems that are required to operate an airport, including building management and baggage systems.” The company has been at the forefront of airports technology since the inception of its airports group in 1993 developing systems for passenger check-in at off-site locations such as hotels (2000), the first self-service CUSS kiosk deployments (2002), the ability to print and read barcoded boarding passes (2003), passenger check-in on cruise ships (2005), and the use of plain paper printers for the printing of boarding passes (2007). Changing airport design Today, Chapman and Rockwell Collins are looking ahead. “Common use will continue to be extremely important over the next 20 years, although its use will undoubtedly change,” he says. “The use of web services from the host to the peripheral device will change the current common use platforms, but the individual airline applications will still need to reflect their own processes and the manner in which they interact with their customers.” According to Chapman, selfservice will have major implications for the future of airport design. As the use of self-service bag-drop increases, the check-in hall will increasingly become a “bag drop” hall. In that environment, it will be crucial to offer passengers a single, intuitive device that can interact with any departure control system host provider, irrespective of the technology available — a requirement suited to Rockwell Collins’ experience in developing multiple interface options that
ABOVE AND LEFT: ARINC's common-use self-service check-in kiosks
Future predictions • Biometric and off-site check in will be routine, with identities verified long before a flight is taken or even booked. Passengers will simply turn up and board. • Social media will be used extensively to book journeys and the interface will be voice driven. The journey booked will be multi-modal and will include all aspects that the passenger requires including local travel to/from the airport and hotels • Near space travel will be established, leading to new travel opportunities and markets
enables latest generation devices to interact with any host system. These devices will also offer new possibilities to interact including passenger identity management systems to biometrically validate the individual through their airport journey. “Biometric technology itself will develop from the facial, iris or fingerprint technologies that are common today to other areas that are only now in development such as vein, gait or even DNA sampling,” says Chapman. “It is likely that the current standard for e-passports will still be the norm and so must be integrated with, and be one component of, an integrated passenger identification system. However, once validated, the biometric will be the token for the passenger journey.” With the increased use of both biometric-based passenger identification and off site checkin and bag drop facilities, many airports will allow frequent travelers to bypass the conventional terminal facilities and go straight to the departure lounge without any interruption, except for the physical security process.
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Passenger Boarding Bridge Interface
PBB-Interface THE PERFECT CONNECTION BETWEEN THE PASSENGER BRIDGE AND THE AIRCRAFT FUSELAGE. The PBB-Interface is suitable to service all types of aircraft. The combination of the rotational function of the complete module with a flexible sliding floor element allows an optimal and energy efficient docking at the aircraft. Advanced and customer specific solutions are the specialty of HĂœBNER.
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independence day Increased passenger connectivity and demands for smoother processing have resulted in a surge in self-service bag-drop solutions around the world DSG Systems, a subsidiary of Bertel O. Steen, was established in 2009 in response to the growing demand for an integrated defense supplier combining innovative, marketleading products. The company’s biggest success is the delivery of its selfservice bag-drop solution, which has been installed throughout the world. DSG is now a leading supplier of self-service bag drops (SBD) in the Nordic region, with projects at all the main airports including Copenhagen in Denmark, Stockholm in Sweden, Helsinki in Finland, Reykjavik in Iceland and Oslo in Norway. The system will also be installed in Germany and Spain over the next few months. “Innovation is the core of DSG’s values, and we are focused on leading the market through constant innovation, development and improvement of our products. DSG’s two-step baggage handling solution is just one such development,” says the company’s managing director, Idar Sørgjerd. DSG’s R&D department closely follows market demands, allowing it to lead the way in both product ideas and development. RIGHT: The Air.Go system features a touchscreen, RFID antenna, boarding pass scanner, payment terminal, bag tag printer and passport scanner
Developing technologies There have been a number of technological developments over the past 20 years, such as selfservice solutions and the growth of personal computers and mobile devices, which have seen airlines evolving from manual systems with paper tickets to today’s electronic ticketing options and self-service bag drop. According to DSG, the transformation from manual to self-service has been the biggest development in check-in, and the ability for passengers to buy tickets online and print their own bag tags for self-service bag drop has replaced the need for manual labor. Self-service has increased the speed of the check-in and bag-drop process, and DSG is eager to develop products and focus on the passenger to improve the travel experience. There is now an increasing demand for fully automated selfservice systems, and DSG has developed Air.Go, a solution for airports requiring fully automated systems. Air.Go is the new self-service bag-drop solution that features a touchscreen with a modern user interface for passengers, RFID antenna, boarding pass scanner, NFC,
LEFT: DSG Systems’ self-service bag-drop solution has been installed throughout the world
payment terminal, receipt printer, bag tag printer and passport scanner. It can also distinguish between hard and soft bags. “With this product and features in our product line, we expect to meet any requirements from any customer,” comments Sørgjerd. “The recommendation from IATA is that the technology being used should adhere to the latest standard. At DSG, we believe that our self-service portfolio is the most innovative and modern product group available to the industry. Our products are truly common use.” Moving forward According to Sørgjerd, it is very difficult to predict a technology scenario for the next 20 years. “Having said that, DSG Systems is working with automation and IT as a service,” he adds. “We strongly believe in processes that are more streamlined than we see today. The customer requirements will increase, and so will the services provided. The check-in areas will be dominated by self-service, while airport staff will monitor customer services and evaluate customer
Industry predictions • All personal identification will become electronic • Passengers will experience seamless travel from the airport to the aircraft and their final destination • All functions will be selfservice and fully automatic
satisfaction. The airport will know more about the traveler at entry, and will be able to provide specific products and services based on the passenger profile. The airports will need to adapt to demands for higher capacity and increased service levels from travelers and airlines, pushing the request for increased revenue and profitability. We all need to adapt to the new aspects of security, as all travelers will be ‘seen’ at the airport. Maybe a ‘big data’ focus will make it easier to spot any suspicious people.” DSG will continue to develop its innovative products for old and new customers. Hopefully the company will be setting the standard for the next generation of products, in every aspect.
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complete comfort Good furniture design and finishes can help improve the passenger experience in the airport terminal Over the past few years, Zoeftig, which was formed in 1969 and taken over by current owners Paul and Mandy Williams in 2004, has won several awards for its work in export, design, innovation and knowledge transfer. In 2009, it received a Queen’s Award for Enterprise in recognition of its contributions to international trade, as well as several accolades for export and innovation. In 2012, it was awarded the prestigious Design Guild Mark for its revolutionary beamless seating system, inFINITE. This, together with Zoeftig’s recent hat-trick of accolades at the Cornwall Business Awards, including ‘Winner of Winners’, recognizes Zoeftig’s commitment to development, innovation and excellence within the field of public seating. In 2009, the company achieved ISO 14001 environmental management accreditation, to go with its already established ISO 9001 certification. During 2010 and 2011, it also established a formal corporate social responsibility policy. Zoeftig is a design-led, marketdriven business with a strong focus on quality and innovation. As well as its UK head office, it now has bases in North America and the UAE, and further representation globally. The company’s single-biggest delivery to date has been to Kunming Changshui International Airport in China, which was for more than 14,000 seats. As well as having to overcome major logistical hurdles, with the airport on the other side of the world and located far inland, Zoeftig was required to provide a truly modular, reconfigurable solution that could be adapted to
Industry predictions • Air travel will continue to grow • The way we interface with our customers will evolve through electronics, both integrated into the furniture and in the air around them • Products we are supplying today will still be in use
ABOVE: Zoeftig’s award-winning seats have been installed in Bristol Airport BELOW: Passengers now benefit from in-seat electric sockets
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changing future needs. In keeping with the airport’s green image, the seating also needed to have excellent sustainable credentials. Thanks to its modularity, the system is extremely quick to assemble and install. Despite the enormous scale of the project (the terminal is bigger than Heathrow’s T5) and daunting logistical challenges, Zoeftig completed the whole installation in just 21 days. Zoeftig’s largest client to date has been McCarran International Airport in Las Vegas, to which it has shipped more than 23,000 seats so far over the past decade. New requirements There have been many changes to the airport industry over the past 20 years. From a seating perspective, for many the basic product still consists of a beam with some form of seat, arm and leg attached; what has changed is the finishes and features. Cleaning and maintenance have become more central in line with passengers expecting a clean and well-maintained seat, together with features such as
in-seat electric sockets, cup holders, cluster seating, curved arrangements, and seating with air handling integrated into the system. The industry is starting to see the mixing of more lifestyle products into the seating areas. While this will not replace the traditional gate seat, due to the larger footprint of the product, airports are creating more passenger-friendly environments, where the look and feel of the area is in keeping with modern life. Given the changes over the past 20 years, Zoeftig felt the need to design a more flexible system than the traditional beam product, which is very limited. The company’s inFINITE product takes away the inflexibility of the traditional linear beam seats, and can be fitted with many types of upholstery styles and configured in several different ways to take away the sterile look and feel of the average waiting area. Next steps Rather than seeing dramatic change, Zoeftig believes its products will evolve over the next 20 years. The breadth of products its clients will require will be wider than in the past and it is in this area that Zoeftig feels it can offer its clients great service and great products by continuing to focus and specialize in the airport sector. Passengers will want to feel much less stress when traveling through the airport and will want to feel more valued than they do currently; good furniture design and finishes can help achieve these feelings.
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do it yourself Self-service check-in and bag-drop solutions will continue to play an important role in the airport of the future Materna has been successfully delivering self-service solutions for airlines and airports since the 1980s. As a member of IATA, Materna played an important role in defining the CUSS standards – it started with the first CUTE installations and developed to become a reliable partner for many customers, including Lufthansa, Emirates, Vienna Airport, Hamburg Airport, Air Berlin, ACSA, Swedavia and many more. In 2003, Materna installed the world’s first automatic check-in with integrated baggage acceptance at Vienna International Airport. Materna founded its own business department for Integrated Passenger Services in 2008. Today, over 30 software developers work for international customers, with team spirit and customer satisfaction as the common goals within the company. ITIL-certified project managers, sales and marketing managers care for customers’ needs and Materna has evolved from offering software to becoming a 360° service provider for airlines and airports. Its portfolio includes hardware and software implementation, as well as service delivery and maintenance. The company has its own service engineers to ensure swift on-site services. Materna’s most notable success over the past 20 years has been gaining Deutsche Lufthansa as a customer. The company has carried out a variety of projects for Lufthansa, including installing passengerterminaltoday.com
LEFT & BELOW: Materna provides services for Deutsche Lufthansa, including installing web check-in, kiosk check-in and self-service bag drops
Industry predictions • Airports will build larger terminals • New airports/airport cities will be developed in Asia and the Middle East
online check-in, kiosk checkin, self-service bag drop and payment service systems, as well as service management and maintenance provision. Changes to the industry The growth of low-cost airlines has changed the business model for airports and airlines – flying has become an everyday experience. Airlines are now giving their passengers more and more control over the entire journey, from reservation
and booking via the internet to e-tickets, self-service check-in kiosks and mobile boarding passes. Self-service bag drop is now possible at many large airports and passengers have fully embraced using self-service kiosks, which make the journey very flexible. The construction of larger airport terminals will continue over the next 20 years, with Materna predicting the most growth in Asia and Middle East and the development of airport cities in these regions. As airport terminals continue to grow in size, self-service will remain an important factor for the passenger to ensure a quick and efficient journey through the terminal. Materna will continue to expand the self-service passenger solutions on the ground,
• There will be more selfservice for passengers • New technology standards will be developed • More security restrictions will be introduced
including the development of new technologies and designs. Changing standards and increasing security restrictions in the future mean the company must continue to innovate to keep up with demands. The company plans to work with more international airports and become the first choice for airports and airlines as a modern and reliable technology partner, offering the most flexibility possible to all of its customers.
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recovery process A recently developed passenger-centric solution has improved the way in which airports handle the recovery of lost or delayed luggage AirportSolutions.dk is a Danish company that was established in 2013 by two industry partners with a combined experience of more than 30 years in the cargo/ baggage handling sector. The philosophy behind the company is the need for a more automated, efficient and passenger-centric solution for the handling of lost and/or delayed luggage. In late 2013, AirportSolutions.dk took over the European exclusive right to sell and market a leading software solution developed by UK-based Baggage Solutions. Baggage Solutions’ easyto-use, end-to-end product range will enable airlines, insurance companies and others to minimize the huge annual compensations paid to passengers for lost and/or delayed luggage. The solutions also provide passengers with a better experience in the lost or belated bag process, from initial registration to final repatriation. Copenhagen installation Most recently, AirportSolutions.dk has successfully commissioned a full product suite implementation for handling company Aviator at Copenhagen Airport (CPH). Aviator takes care of all baggage handling activities for many of the major airlines at CPH and went live with the new system on June 1, 2014. The platform delivered by AirportSolutions.dk enables Aviator to realize a huge efficiency gain throughout the baggage handling process, including personnel and processing time. Management can now allocate employee time on more valueadding and/or critical activities. The efficiency gains at Aviator will, in turn, provide potential passengerterminaltoday.com
ABOVE: The BAG TRACER is a battery powered mobile cart
substantial savings for all parties involved and provide passengers with increased satisfaction and higher loyalty toward the airlines in return. AirportSolutions.dk believes its total product solution will revolutionize one of the gray zones of traveling – the lostbaggage handling process – because it uses all known technology advancements and global networks (such as SITA’s World Tracer) and brings this together with its own proprietary software and hardware into a full end-to-end solution for all groundhandling companies. Hardware solutions AirportSolutions.dk offers a number of hardware solutions, including passenger kiosks. These kiosks create an online facility for passengers where they can file a claim for lost luggage, get a receipt, an apology
Industry predictions • Infrastructure to and from airports will continue to be improved and the feeling of being stranded miles away from the city center when taking an airplane will be eliminated • Passenger-centric solutions will be of high priority. This covers everything from infrastructure and baggage handling, to comfort, design and internal logistics at the airport • Fitness and other similar well-being activities will become a necessity at airports for airlines and other industry partners to provide value-adding loyalty programs
letter, password and username, to follow the bag repatriation process from home. This ensures reduced queuing at the baggage handling counters and fewer passenger telephone calls because everything is handled online. The claim filed by the passenger is linked directly into SITA’s World Tracer and works with handling companies’ other systems, such as the mobile Bag Tracer, that can be moved directly into action and register, match, communicate and create the delivery file and print new labels. These are just two examples of the full product suite. Additional hardware is available as well as a full end-to-end software solution that can be linked into existing systems to create an efficient, logical and smooth process for all involved parties. Based on its latest successes, AirportSolutions.dk is preparing a structured presentation of the solutions offered to airlines, handling agents and others. It is common knowledge that airlines are losing millions every year in paid-out compensation. AirportSolutions.dk can, through its many years of practical experience in all aspects of baggage handling, provide any customer with: the best future development and solutions for their actual setup; minimized cost through scaling the right solution from initial scope definition through to final implementation and go-live; and the best solution and a close relationship during the implementation process until – and after – the go-live date.
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all change Airports need to adapt their service offerings to meet the rise in demand for self-service solutions and increased passenger connectivity Founded in 2004 by managing director Greg Fordham, Airbiz has experienced strong growth in its 10 years of operation as a strategic aviation consultancy. Starting with one office in Melbourne, Australia, Airbiz now employs 41 individuals across six offices in Australia, New Zealand and Canada. Since 2012 Airbiz has delivered more than 350 projects at 74 airports across five continents. Company evolution The Airbiz team consists of airport and terminal planners, business analysts, aviation marketing specialists, project facilitators, simulation experts and creative strategists. In recent years, Airbiz has experienced growth in aviation business and terminal planning with the introduction of airline route development and retail specialists. Its team of experts have worked collaboratively on major projects around the world, including airports in North America, Europe, Africa, the Middle-East and Asia Pacific. Airbiz is committed to the training and mentoring of younger staff members and proactively seeks to involve them in all aspects of work, such as workshops with clients, site visits to airports and conferences. The company also offers an internal scholarship to encourage the professional development of all staff; recipients are provided with funding for study and overseas travel relevant to current aviation and airport issues to benefit the individual, Airbiz and the industry. Successful projects Airbiz has been involved in the development of major airports around the world. Key
LEFT: Airbiz worked closely with Qantas to develop its Next Generation Check In system ABOVE: Calgary Airport International Facilities Project (IFP)
Industry predictions • DNA recognition • Everything will be on demand, at a price • Airlines will revert back to only performing aircraft operations • Airports will function like train stations • No queues
successes include the Hong Kong International Airport Master Plan, Calgary Airport International Facilities Project, Qantas Next Generation Check In system, Sydney Alliance Terminal concept and T4 Check In simulation at Singapore Changi Airport. Industry developments According to Fordham, increased privatization means that airports now have a commercial focus, with car parking and retail becoming key sources of airport revenue. “Dedication of terminal facilities to specific airlines is being phased out, with a common-use approach being adopted. Advances in technology
Passenger Terminal World | SEPTEMBER 2014
have improved the efficiency of airport processes such as checkin and security, reducing queues and waiting times and increasing retail performance. The industry is heavily focused on the passenger experience, ensuring their journey is as fast and seamless as possible.” In the future, Fordham believes that airlines will regress back to the aircraft only and all other processes within the airport will be run by the airport staff. “Everything will be on demand, airports and airlines will use mobile devices to communicate with their passengers, and all announcements and notifications will be live, as passengers demand to stay constantly connected. Passengers will be able to tailor their travel experience from the moment they purchase their tickets through to the delivery of their baggage. No longer will the passenger be given a single choice for onboard entertainment, food and shopping, rather everything will be available at a price, for delivery wherever and whenever."
The future Over the next 20 years, Airbiz envisages that the airport experience will be very different from today. Passengers will arrive checked-in with their baggage already tagged. There will be bag drops offered at a variety of locations and all baggage will be automated with tracking and tracing via mobile devices. Airbiz also believes passengers will be biometrically identified through their DNA profile. This will be done by sensors placed throughout the terminal that will identify the passenger as they pass by confirming their identity and verifying them for travel. Information will be displayed in front of the passenger suggesting items of interest as well as informing them of departure and arrival information. As each process/function or form of entertainment is selected, passengers will be automatically charged via their bank account. The charging mechanism will be similar to the electronic gateway on a toll road.
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individuals, bodies, humans. Take your choice.
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safe and secure Threats to security have increased over the past 20 years, requiring new technologies and regulations to standardize the screening process at airports For more than 30 years, L-3 Security & Detection Systems (L-3 SDS) has developed and manufactured cutting-edge security screening solutions using advanced technologies that include 3-D computed tomography (CT); automated, conventional and high-energy x-ray; active millimeter wave imaging; metal detection; and energetic materials detection. The company is a leading supplier of checked baggage, passenger, checkpoint, port and cargo screening solutions worldwide. L-3’s explosives detection system (EDS) products were launched in the USA with the eXaminer, a CT EDS for hold baggage. After September 11, 2001, the US Congress mandated that 100% of hold baggage must be screened and since then there has been great demand for the eXaminer family of TSA-certified EDS. In 2002, L-3 introduced the automated MVT (multi-view technology) system and related products. These highly reliable ECAC Standard 2 type systems are popular in Europe and the rest of the world. L-3 SDS was also an early entrant in advanced passenger screening for detecting nonmetallic, person-borne threats. Its first product was a millimeter wave imaging system that evolved into the ProVision ATD (automatic target detection). Advantages in the present To meet emerging requirements, L-3 extended the EDS product line to include a portfolio of TSAand EU-approved systems for hold baggage. The automated x-ray systems range from the high-resolution MVT-HR to the newly launched ultra-high-speed passengerterminaltoday.com
MV3D. The TSA-certified CT systems range from the reducedsize eXaminer SX to the highspeed eXaminer XLB. For centralized management of all security equipment resources, L-3’s OptiNet offers a baggage screening networking solution for any size or scope of project. It provides data from security systems, linking up to 500 scanners, baggage viewing stations and search workstations. OptiNet’s flexibility allows smaller airports to run the network without any operators on-site and employ staff at a remote location to screen bags for a variety of threats. The ProVision ATD security screener was the first system to achieve TSA and ECAC detection standards, and continued investment has allowed it to meet the most current regulatory standards. The ProVision is a widely deployed system that achieves high throughput rates. Today, the latest automatic detection software is provided in the ProVision 2, a compact system that fits in spaceconstrained checkpoint areas. The security and detection industry has experienced substantial growth over the past 20 years. Detection standards have continued to evolve to meet emerging threats. Hold baggage screening throughput has increased, tightened security regulations worldwide have led to a greater demand for effective security solutions and privacy in passenger screening has evolved to automatic detection. For L-3 SDS, the development of hold baggage CT scanners and passenger security screeners has been a major driver and the company’s products are popular in the security aviation marketplace.
ABOVE: The ultrahigh-speed MV3D
Advantages in the future L-3 continues to invest in research and development to improve its technologies. The company’s newly launched MV3D, a nonrotating CT scanner, provides the end user with the operational benefits of a traditional automated hold baggage screening system with the detection performance previously available only from rotational gantry CTs. L-3 SDS is actively researching new checkpoint systems that allow passengers to leave liquids and laptops in their carry-on bags, as liquids, aerosols and gels (LAGs) restrictions are expected to ease over the next few years. Intelligence-driven, risk-based security screening procedures will increase passenger comfort and reduce costs with the enhanced use of technology. Right now the USA, the EU, China, Canada and a few other countries each have their own standards. In the future, there will be a reciprocal standardization of regulations among countries, enabling more efficient screening and reduced security costs.
Industry predictions • The transition from decentralized to central security throughout the airport will make the boarding process more efficient for airlines and passengers – fewer security agents will be needed • Walk-through checkpoints where passengers will not be required to remove clothing, shoes or bags • Networking of passenger, carry-on and hold baggage information included in the widespread use of intelligence-driven, riskbased screening solutions • Adoption of increasingly innovative security solutions that enable efficient and safe screening procedures while keeping abreast of regulatory requirements and emerging threats
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Jetway Passenger Boarding Bridges Jetaire Preconditioned Air Units Jetpower Ground Power Units R
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sign of the times For over 20 years, NEC has been delivering digital display innovation, quality and reliability to the aviation industry. NEC has evolved beyond the screen. While the company continues to offer displays of the highest caliber, there is an increasing focus on being an end-to-end solution provider. For example, NEC’s expertise in desktop and video wall LCD technology, wall management software, display wall processors, mounting solutions and extensive experience in delivering solutions for customer projects, enables NEC to act as a single partner for airport control room projects. As well as revenue-creating advertising displays, NEC has a large portfolio of display technologies, such as desktop check-in displays, interior and exterior LCD and mega-wall LED solutions, and it provides both desktop and projection systems for the airport’s operational staff. Industry firsts Airport and aviation technology has evolved and NEC has kept abreast of the latest developments, consistently delivering industry firsts. NEC began by replacing handwritten departure boards with CRT (cathode ray tube) displays and was then the first to market with plasma displays for airports. In time, these were replaced by LCD displays and NEC was the first to offer this technology to the industry with a 30in model. NEC was the first to launch LCD-based video wall modules for airport control room and advertising in 2009 and the first to implement 24/7 LED backlit displays, significantly driving down operational costs. passengerterminaltoday.com
Otto Saxinger
Passengers are demanding more control over every aspect of their airport journey, and digital signage solutions are evolving to meet their needs
Industry predictions • The passenger journey through the terminal will be almost entirely automated and increasingly predictable in terms of timing • The passenger will take much more control of their in-terminal experience, as more processes are initiated and completed on personal mobile devices • The traveler experience will become highly customized, supported through intelligent, adaptable displays that interface with personal mobile technology • There will be more information sharing airport-to-airport and airport-to-airline, to provide passengers with a seamless intercontinental journey within and beyond the airport terminal
ABOVE: Digital screens at Vienna Airport's boarding gates
Furthermore, through NEC’s partnership with Microsoft and Intel, the development of the open pluggable specification (OPS) means being able to create flexible, integrated all-in-one digital signage solutions. A variety of embedded PC modules that fit into the display itself means there is no need to stow external equipment, while overcoming the limitations of built in system-onchip (SoC) solutions. Developments in the field The advent of thinner and larger displays has transformed signage, from flight information to wayfinding, advertising and everything in between. Similarly the development of touchscreens has paved the way for more interactive and intuitive automated passenger processing. Passenger numbers continue to soar and capacity is being
pushed to the limits. At the same time, increased security regulations and changing guidelines mean passengers spend more time than ever before at the terminal. As such, there is now a much greater emphasis on improving the flow of travelers through the airport, while offering better customer experience at the same time as reducing costs. As part of NEC’s solutionled approach, the company will be focusing on delivering increasingly intelligent systems that help airports overcome the challenges they face, while providing a better experience for travelers. As a case in point, 4K ultra-high-definition displays mean larger screens with higher resolutions, which enables an airport to reduce the number of choke points where travelers gather around displays to see up-to-date information. Changes for the future In the next 20 years, NEC believes that every facet of the airport experience will become intelligent, connected and interactive. Large multipurpose displays embedded with sensors will help provide information that is directly relevant to the people viewing it. These displays will easily switch between offering flight information, to wayfinding to advertising seamlessly, and will interact with users’ personal technology. Similarly, cloud-based solutions will ensure information is more easily managed and distributed, and will offer the potential for whole new revenue models.
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CONNECTING YOU TO THE WORLD
Enjoy connectivity from Chicago O’Hare to over 200 destinations worldwide. CHICAGO: A TOP 10 CITY TO VISIT IN THE WORLD - LONELY PLANET’S “BEST IN TRAVEL 2014”
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ahead of the game Rising passenger numbers and increased security threats mean border control systems must become evermore technologically advanced to avoid slowing down the passenger journey The story of the Mühlbauer Group began in 1981 with Josef Mühlbauer, who had only one machine for the production of precision parts. Over the following 33 years, the company became a global player. Despite its success, there are things that have stood the test of time over the years and are as valid today as they were in the past. Josef Mühlbauer founded the company with trust as the basis of its business activities, and this remains true today. Despite the firm’s rapid growth and all the changes it has undergone in the years since its founding, values such as trust and reliability are what distinguish Mühlbauer in a hard-fought global market. More and more governments, public authorities and companies all over the world are recognizing Mühlbauer’s reliability, and becoming partners of the group. The company develops border solution systems, from hardware ABC gates and vehicle clearance gates, to the whole border management software solution. Mühlbauer is also a manufacturer of, and a solution provider for, a complete ID card and e-passport production and personalization system. The whole product portfolio was developed from the manufacturing of a smartcard and e-document. Mühlbauer
also provides ABC gates and government solutions. The company’s partners can also rely on the quality of its products, as well as its word. Starting with precision parts manufacturing, Mühlbauer has built up enormous know-how in its business areas over the course of its history. Led from its headquarters in Roding, Germany, Mühlbauer has 35 sites around the world. This global presence ensures that the company can support its partners rapidly and without restriction
Industry predictions • The rise of the trusted traveler will continue, meaning people can travel without being stopped • Airports will have to handle more and more passengers in the near future • The passenger journey will be shortened to meet their changing expectations • Complete hardware and especially software solutions are becoming increasingly complex
ABOVE: Mühlbauer’s Fast Gate uses the latest technology to speed up border and access control
wherever they are, responding to their needs and requirements flexibly and efficiently. The company is currently working on a complete border hardware and software management solution and is seeing the biggest growth in the Asia-Pacific and Middle East markets.
For the future, Mühlbauer will step up its efforts to expand its market position in the areas of border crossing and border management, as the company sees huge potential in this field due to the developments made in the recent years. It is obvious that in the next few years automation in these areas will continue to grow and will become more and more complex.
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/Munich Airport – Europe´s No. 1 shares its expertise with you Living ideas - Connecting lives Your trusted partner in delivering tailor-made services that guarantee adding value to your airport.
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Improving the Passenger Experience in the original Mobility Hotspot
An airport is the best example of a mobility hotspot that there is: it is the gateway through which travellers reach their destination’s busy hub in which different fl ows of visitors are managed, separated and channelled towards their different destinations. As the entry experts we know how to meet the challenges placed on airlines and airport operators and can help you to improve the passenger experience from entry to boarding. Visit us at stand 1140.
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ultimate experience Advances in technology are changing the passenger journey inside the airport Founded in 2001, Vision-Box proved itself to be a specialist in digital identity soon after inception. Its first large project was the development and nationwide deployment of biometric enrollment stations for the Portuguese Electronic Passport and the National ID Card, with over 1,000 units operating worldwide. This successful project led Vision-Box to be awarded development and deployment of the first Automated Border Control (ABC) system in the world to perform facebiometrics recognition and deployed the pioneering ABC system RAPID with over 100 smart gates actually operating at Portuguese Airports. Throughout the years, VisionBox was responsible for major implementations, such as the largest ABC deployment in Europe ever (nationwide ABC implementation in the largest airports in the UK), and the largest group of multimodal (facial, iris and fingerprint identification) ABC eGates at the new Hamad International Airport in Doha. With 700 ABC solutions in more than 50 airports and more than 20 million users per year, VisionBox is the leader in end-to-end passenger experience and electronic identity management solutions, which use ICAO and NIST-compliant standards. Security developments In the past 20 years, countries and airports have understood the urgency of developing policies and procedures to identify people and control borders in an integrated way. Vision-Box has been working with governments, border control authorities, airports and organizations to support their security processes, and since the passengerterminaltoday.com
Industry predictions •Totally automated processes in airports: generalized self-service processes based on paperless travel and touchless interactions • The mobile revolution: As passengers enter the airport they are recognized, get a boarding pass on their cellphone, directions for their gate and info on the latest promotions
ABOVE: Happy Flow is revolutionizing the passenger journey and security processes at the airport
first ever facial recognition eGate was developed and deployed in Portugal, over 700 ABC solutions have been installed throughout the world. This is proof that not only has ABC come to stay, but that other processes are taking the same direction: Vision-Box has put forward new concepts that enable full end-to-end identity management processes dedicated to improving passenger experience in airports. To support authorities to control all operations at every touch point, Vision-Box created an integrated IT platform, vb i-shield, which enables integration of check-in, baggage drop, security checkpoint, immigration and boarding processes, as well as digital video management solutions.
airport improvements. As such, Vision-Box proposes a happy future, for all airports, authorities, airlines and passengers. “Happy Flow” is a concept that will become standard in future airports, as it will make processes more efficient, secure and convenient for all stakeholders. The foundation of this groundbreaking concept is the use of biometrics as the main passenger identification token. After checking in and providing both travel documents and biometrics, passengers swiftly go through all airport control points simply having their identity checked using biometrics instead of identity documents or boarding passes. It is all self-service: organic processes, intuitive interfaces, clear instructions, totally on-the-fly. A powerful information platform will guarantee an efficient and effective monitoring and control
• Ultimate passenger/ customer engagement at airports: The alliance of airports’ commerce strategies with boarding information, by using biometric data for passenger profiling • Harmonized worldwide biometrics processes according to the best practices, facilitating processes for users, while increasing security • Integrated border management: Every country controls entry/exit points (land and sea borders) and collaborates with other countries via robust information systems
of all operations, including a realtime overview on the state of each passenger’s journey, profile’s risk assessment, information gathering and sharing in privacyresponsible manner across all the stakeholders, etc.
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Future plans For Vision-Box, passengers will play a central role in future
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breathe easy Choosing the right air-diffusion systems helps to improve the air quality in airport terminals After more than 30 years in the industry, Strulik is a medium-sized company that has been expanded by owner and managing director Jürgen Eidmann to become one of the leading product providers in exclusive air diffusion, smoke extraction, differential pressure systems and fire protection. The company has more than 100 employees in Germany who develop and produce high-quality systems. Experts with many years of experience and the very latest technical know-how provide customized solutions to meet the most demanding requirements. Strulik has cemented its reputation by successfully carrying out a large variety of projects. The main fire protection and air-diffusion projects, such as the Prime Tower in Zurich or terminals T2B and T5 at London Heathrow Airport, have been carried out in close cooperation with design engineers and architects. One major field of Strulik’s activities is air-diffusion systems for airports. By being involved at a very early stage of the project, Strulik assists design engineers,
Industry predictions • Airports will become a traffic junction for airplanes, rail and motorways • Airports will have shorter connections between gates, taxi ranks, car parks and public transport • Airports with business and conference centers which can be used at reasonable prices and with short-term booking • More lounges with free access for people with longer standby times between flights • More small rooms or cabins for work or rest
ABOVE: Elliptical column displacement diffuser built around a steel column LEFT: Strulik has worked on large projects at London Heathrow Airport
architects and contractors in all phases from pre-design to handover. This includes building simulation studies and the design and manufacture of tailor-made air supply and extract devices. The strengthening of this early cooperation with design engineers and architects is one of the company’s main targets for the future. Strulik also believes that, in the future, the new generation of airports will become not only a place for traveling, but also a major destination for shopping and special events; they will become places that people want to go to even when they are not traveling.
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built to last Seating manufacturers must combine the latest technology to meet passenger demands with resilient design to ensure longevity OMK Design was formed in 1964 by Rodney Kinsman RDI, who began designing and manufacturing much of the furniture for the then-embryonic Habitat chain. During the 1970s, the company’s products were sold internationally and it developed licensed manufacturing facilities in Italy to service the global market. In 1980, OMK was approached by Jane Priestman of the British Airport Authority (BAA) to design a seating system for the new North Terminal at Gatwick Airport. This triggered OMK’s move into public sector seating, and in 1990 it was commissioned to design a seating system for British Rail. The resulting product, Trax, was developed into a highly flexible modular system that would be used in over 180 airports, rail stations and hospitals globally. During its 30 years in the public seating sector, OMK has worked closely with numerous operators, architects and specifiers to expand its range to answer nearly all of the needs of public area seating in terms of product variations and finishes. For example, the Seville bench was designed specifically for short-sit situations where space and passenger circulation is critical, such as baggage reclaim. Seating success OMK has now supplied more than 280 projects worldwide. The company’s products have received around 30 international design awards, with Seville receiving the ultimate accolade of being awarded a Millennium Product for the Future in 2000. Another of OMK’s successes is the completion of the supply and installation of 15,000 seats passengerterminaltoday.com
LEFT: TRAX High Back in molded polyurethane, developed for the new KAIA airport in Jeddah
Industry predictions • Airport terminals will become zoned, with family travel and business travel being separated and the facilities tailored to suit the different needs
to Guangzhou Airport in China in 2005, which at the time was the largest supply of seating from a single supplier globally. The company has since been asked by GACA to design a customized version of Trax specifically for the new King Abdulaziz International Airport in Jeddah, and has just supplied 14,000 seats for this project along with 10,000 seats for the new Hajj Terminals at Medina. Developments in the field Air travel is now more accessible and manufacturers now have to offer a wide spectrum of finishes to suit all applications. Airports also require longevity, and OMK worked closely with the testing team at the Furniture Industry Research Association to become the first company to offer a 25-year guarantee. OMK also explores all advancements in material technology and pioneered the use of self-skinned molded polyurethane, which is highly resistant to impact damage and vandalism, and is UV stable. Retail is already taking a more prominent place and will
continue to do so. Seating will need to move away from the linear layout of old and become more fluid to create a more relaxed environment. Terminals will also become zoned, with family travel and business travel for example being separated and the facilities tailored to suit the different needs, requiring a wide range of seating options. Gates will increase in size to accommodate the larger capacity superjumbos such as the A380, and OMK has developed its latest product, the T500, to have a smaller footprint than other seating systems, offering approximately 10% more seating over other models.
• We will see the rise of the airport city with increased focus on retail, on-site hotels and larger dining choices • Higher density gates to accommodate the larger capacity superjumbos such as the A380, creating the need for seating with a smaller footprint • Advertising on seating will become popular, with advertising resellers installing the seating within the terminal free-of-charge in order to secure the revenue generated
RIGHT: DDA symbols embossed into molded polyurethane. Custom designed for Pascal Watson Architects FREE READER INQUIRY SERVICE
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fast-forward Public guidance and information systems can help airports to better manage queues and improve the passenger experience Via Guide was founded 10 years ago. The company was created by a joint venture between the US enterprise Lavi Industries and the German company Julius Cronenberg. Via Guide produces public guidance and information systems that promise very high quality and guaranteed durability. The company has special expertise within the field of queue management systems, enhanced through its close partnership with Lavi Industries. Via Guide has its own engineering and production departments that create fully developed solutions, earning the company the title of an industry leader cooperating with Europe’s biggest airports. This includes the successful realization of customer-specific requirements. One of these Via Guide developments, required by one of the biggest European airports, is Beltrac Magnetic post, which can easily be mounted or dismounted without any further setup and without damaging the floor. The stable magnetic base attaches to a stainless steel floor plate. It can be mounted to the ground with a special, two-sided adhesive foil or with a central screw. The small diameter of the magnetic base means a wider gangway, while the distance between posts remains the same.
Industry predictions • A reinforced need for realtime information concerning access times and rates of passengers • Improved passenger flow factored into airport designs • Decreasing waiting times and increasing passenger satisfaction, resulting in more shopping/leisure time
ABOVE: The Beltrac Magnetic posts are installed at European airports BELOW: The Qtrac iQ ceiling sensor provides accurate people counts
Queue measurement Customers’ needs and advanced productivity in airports within everyday operations have vastly changed. Via Guide has invested in electronic systems to support these needs to improve the service and customer satisfaction for airlines and airports. In July 2014, Via Guide signed a joint Passenger Terminal World | SEPTEMBER 2014
venture contract with Qmetrix, based in Vienna, Austria. Together, the companies have developed an intelligent guiding system – the Qtrac iQ peoplecounting solution. Qtrac iQ is an instrument for real-time measuring of queue waiting time and length, which increases service levels and reduces costs. Qtrac iQ supports planners with their annual, monthly and weekly forecasts. The analysis of the recorded data enables operators to recognize daily, weekly and seasonal profiles, as well as holiday peaks. Even the check-in behavior of customers will be visible and projectable. Washroom management Airports, shopping malls and other public building operators take a lot of effort to keep washrooms, lounges and waiting rooms well maintained, clean
and tidy. Usually this is done on a cycle – every hour – no matter whether cleaning is required or not. The Qtrac iQ ceiling sensor measures the number of people using a washroom or other facility (lounge, smoking area, lost and found area, etc). With set thresholds for each facility, Qtrac iQ detects a demand for a service – typically cleaning. The system’s feedback panel gives insights on what customers and visitors think about a service. Real-time data allows for timely reaction to operational problems and changes in customer moods. In cooperation with Lavi Industries and Qmetrix, Via Guide will continue to monitor airport requirements in the mid- and long-term future, and will develop the physical and electronic queue technology of the future.
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secure future A new suite of airport management solutions is helping airports increase efficiency and decrease costs whilst maintaining compliance with security regulations Established in 1988, MacDonald Humfrey (Automation) is one of the largest private systems integrators in automation and control systems in the UK, with turnover this year expected to reach £65m (US$104m). The company has established itself as a major systems integrator in a variety of market sectors, with the focus currently on the automotive and airport industries. Product suite MacDonald Humfrey (Automation) has a long-standing record in developing and introducing new products into industry. The company’s most recent successful development is the Mach-Secure suite of products, which have been introduced into the airport market sector. This suite of products made its Manchester Airport debut in 2007. Since then it has continued to evolve under the umbrella of the premier SEMS (Security Efficiency Management System) component, which ensures that all the Mach-Smart products interact in a holistic and seamless manner. This approach ensures all information is integrated and dynamic and allows airport management to make informed decisions based on actual live data. The latest product in the Mach-Secure suite is the MachSmartARCS (Airport Regulatory Compliance System), which is currently undergoing CAA trials at a major UK airport. This product is designed to manage an airport’s complete regulatory compliance and warn on non-compliance issues. The integration of this product into the SEMS solution offers major passengerterminaltoday.com
advantages to an airport in security compliance as well as major increases in capability and efficiency. The Mach-Secure suite of products and systems offers a coherent, structured and centrally controlled solution to provide the secure airport of the future. Solutions from the Mach-Secure range have been successfully implemented at the following airports: Heathrow across all terminals; London Gatwick North and South terminals; Manchester T1, T2 and T3; Birmingham; London City; London Luton; London Southend; Southampton; Bournemouth; Liverpool John Lennon; East Midlands; Dublin; Edinburgh; Glasgow; Naples; Cagliari; and Abu Dhabi. Industry changes The airport industry has changed dramatically over the past 20 years, first with security driving automation in hold baggage screening and then with the requirement to process
TOP: MacDonald Humfrey’s in-house airport exhibition center for product testing ABOVE: The Mach-Secure suite helps to increase the overall efficiency of an airport’s security systems
Industry predictions • A new way of designing and manufacturing aircraft baggage holds will make aircraft baggage storage devices robot-friendly • Future travel will evolve around a traveler’s unique biometric • The goal of detecting intent within human behavioral patterns, as opposed to detecting items that imply intent, could well be in place by 2034
passengers in a more efficient, cost-effective, and customerfriendly manner through the security and departure areas. There have been many major developments in airport passenger and baggage processing. Each development has its own benefits to suit a specific target process, including LAGS, body scanners, automated bag drop and robotics. MacDonald Humfrey (Automation) believes that with the current world security situation, the concept of the ‘known traveler’ and the registration of a passenger’s biometric footprint along with other hitherto restricted data retention will become more acceptable to the majority of passengers. This will allow registered passengers to move freely and efficiently through the airport, adopting single token processes, leaving the minority to be subjected to a further enhanced security process. Of course there are always challenges, difficulties and legalities to the implementation of such processes; however current events may dictate that an individual has an independent right to decide on the system they choose. Further developments the company foresees are in the field of robotics, where the adoption of the technology in baggage handling will become more acceptable. The future of robotics for baggage handling in an airport environment to some extent rests on the airlines and aircraft manufacturers.
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make some room Understanding the methodologies of airport planning and employing the use of discrete event simulation means operators can accurately predict space requirements within the terminal There are a multitude of methodologies by which airport planners and operations professionals analyze situations and justify decisions that lead to the design of space and processing facilities such as check-in counters, parking stands, areas for security queuing and so on. Alternatively, these methodologies are used to assess the adequacy of existing or planned infrastructure. In many instances, the results of the analysis are used to demonstrate projected compliance with some prescribed standards in levels of service or some key performance indicators (KPIs). These methodologies may be supported by tools such as Excel spreadsheets, formulae, rules of thumb and advanced computer simulation programs.
FIGURE 1
The choice of methodology and the accompanying tool is often dependent on the mindset of the decision makers and their awareness – or lack thereof – of the consequences of using the results from a particular combination of methodology and tool. The most common problem is the use of a methodology and tool combination that provides answers to high-level problems relatively quickly and at low cost and is used to generate multimillion dollar airport designs. For example, the use of peak hour flow or the 30th busy peak hour results in a number for the square feet of space needed for some area of the terminal or the complete terminal. But the science of process engineering suggests that the flow rate per hour has no bearing on the space required. Determining space Consider the example illustrated in Figure 1. The objective is to
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decide how big a room is needed for 60 passengers per minute coming in and simply walking through the room in a straight line and without overtaking, to produce a throughput equal to the input. Clearly if there is no processing done in the room, it need only be a simple corridor wide enough for passengers to walk through, as shown in gray. Now suppose that instead of 60 passengers per minute, there are 120 passengers per minute coming through, again in a line and not overtaking. Does the room need to be bigger? Clearly not: the same corridor will serve any number of passengers per hour if they are following the same line and not overtaking. Now suppose that the room contains processes as illustrated in Figure 2, which each passenger must visit in sequence from A to D and then exit. At each process the passenger must spend a random amount of time, which is different for each process. Now the question of how much space passengerterminaltoday.com
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FAR LEFT AND LEFT: Two different methodologies for determining the space required to process passengers efficiently
FIGURE 2
is needed can be answered by counting, at any instant in time, the number of passengers waiting in the queues plus the number of passengers in transit from entry to A and from D to exit as well as between processes. In addition, the throughput of the room is dictated by the slowest process, regardless of the input. If this room were an airport, the input would be determined by the flight schedule or, more precisely, the aircraft type, load factors and times of departure as well as the show-up profile at the airport and a host of other variables. Regardless of the input, the best the system can do is 200 passengers per hour output. So how does this relate to the space required for the room? It doesn’t – and that is where the problem lies with the concept of using peak hour flow to determine space. It is not appropriate, even though it is a methodology used by many ‘quick and dirty’ planners. But the operational and planning challenges do not end there. Additional questions to be asked have to do with how much queuing space is required at each process, and what the passenger experience will be temporally (while waiting in queues) and spatially (square meters per passenger) and whether there passengerterminaltoday.com
will be any localized bottlenecks? When will there be a congestion or queuing problem during the day? Would additional resources improve the passenger experience and/or throughput? Which additional resources are needed – facility or manpower? Discrete event simulation Although many planners and operations staff at airports have crafted spreadsheets and employed rules of thumb to provide answers, the science of planning leaves only one
Industry predictions • Premium passengers will continue to want to be pampered with higher expectations defining a super class of passenger • Mega airports growth will give way to smaller airports with shorter runways using more efficient aircraft that are able to fly long range point-to-point more cost effectively from shorter runways with high frequencies • Security processes will be full scan in 3D with nothing to take out of your carry-ons • There will be further immigration service consolidation to allow more countries to streamline entry processes as is the case for Schengen countries now
methodology to answer these questions defensibly and that is discrete event simulation. Spreadsheets have a resolution problem. Analysts using spreadsheets typically segment time into five-minute intervals and assume uniformity within the five minutes. Then they go on to analysis and comment on, for example, IATA standards where acceptable waiting times are given in numbers that are within the five-minute interval. Discrete event simulation of the terminal system accommodates second-by-second analysis. Also, errors in spreadsheet analysis may be undetected whereas use of advanced simulation tools such as ARCport enables the detection of errors visually with 3D animation and other features, as well as providing an easier medium for communication of proposed designs and solutions to operational or planning problems. The reasons for not shifting to simulation as the preferred methodology for all planning and operational analysis lie, perhaps, in the strong presence of what we call ‘flat earthers’. However, more and more professionals in the industry recognize the limitations of the traditional methodologies for airport planning and management and are, fortunately, embracing the science of management and planning. No longer are they blindly accepting the word of their local oracle, but conducting analysis by simulation with tools like ARCport.
about the author Article written by K Romi Singh of Aviation Research Corporation
SEPTEMBER 2014 | Passenger Terminal World
FRANKFURT
Are airport managers ready to embrace IATA’s preferred processing system?
Germany’s biggest hub opens the Pier A-Plus extension to Terminal 1
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Are EU airports ready for the lifting of restrictions on liquids, aerosols and gels?
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MAGAZINES
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How in-terminal magazines are helping to put airports firmly on the map
Local brands continue to make their mark on the US food and beverage sector
ADVERTISING
PULKOVO
How interactive experiences and sponsorship campaigns can benefit both airport and brand
St Petersburg’s new terminal prepares for its December opening
JANUARY 2014
Airports that are taking the hassle out of passenger flight connections
The top ten things not to be missed at this year’s conference and exhibition
Out of this world Science fiction to science fact: spaceports start to take shape
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POP-UP RETAIL New retail concepts are bringing local and unique offerings to passengers
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From the weird to the wonderful: concepts that could change airport seating as we know it
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SEATING
The pros and cons of airport privatisation
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Trading places
Is behaviour detection the best defence against terrorists?
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Airbus Bag2Go – latest news; IATA’s InBag initiative; and how airports are combating baggage theft
Spot the difference
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CUPPS
MARCH 2013
Will the airports of the future act as anchors for new urban mega-developments?
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Facing competition from the Middle East and a decline in passenger growth rates, what does the future hold for Europe’s hub airports?
Preview of the world’s leading airport terminal conference and exhibition
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What does the future hold for airport checkpoints?
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The urban complex
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ENTERTAINMENT ENTERPRISES
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The airport’s oldest terminal has been given a new lease of life
How art can help improve the passenger experience
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THE ART OF SEDUCTION
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INTERVIEW IATA’s head of strategy, Stéphan Copart, talks about the future of check-in
PASSENGER TERMINAL EXPO Find out what’s in store at this year’s expo in Barcelona
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How building information modeling can help improve operations
The winner of the 2014 seating competition is revealed!
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Silver lining Cloud computing can help airports slash operational costs and reduce overheads, freeing up cash to invest in the passenger experience
The do-it-yourself approach is taking over the baggage drop-off process
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Soft target The fight between airline brands for frequent fliers has become serious business in the airport lounge
The top 10 things not to be missed at this year’s conference and exhibition
BUSINESS INTELLIGENCE Why retail managers need a firm grip on flight and passenger data
HEATHROW T2 A soft opening should ensure Heathrow’s latest terminal makes headlines for all the right reasons
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Mobile development
Passenger experience How do airports create a ‘wonderful world’ for their passengers? LPT believes the best way to achieve this is to keep the passengers informed through a broad range of information. Not limited to the obvious FIDS information, this would include additional information and entertainment, Real-time information whenever possible. for real people Whenever a monitor is idle, showing the airport logo or other static information, it could instead show dynamic materials from news channels, or advertisements, advice on how to get around in the airport, film clips, cartoons or comic strips to entertain and inform passengers. In many airports there are often two information systems – one for the FIDS information and another for advertisements. Why not combine the two systems and let them use each other’s monitors in a controlled manner? Airport operators should not make endless calls on the PA system – people will stop listening to it. Instead, operators should establish message boards or monitors where the different operator can enter messages about missing persons, information about flight delays, overbookings and so on. Of course, the information messages are only shown on selected areas relevant to that particular flight. The missing persons list should contain the name of the person, flight number, gate number and how many minutes’ walking time there is to his gate from the location in question. Airports should use their gate monitors to inform people about destination events like sports games or music events, or for advertisements from the destination; the airport can even make money by selling the advertisement space to hotels, car rentals, or cities. These displays may be realized with LPT’s viasFIDS system. Newly developed monitor controller viasIGS uses a Chrome browser and gives full graphical possibilities. The viasPAS system can help automate announcements. LPT To learn more about this advertiser, visit www.ukipme.com/info/ptw NOW! READER INQUIRY NUMBER
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The past 20 years have seen massive growth in the air transport industry in terms of throughput, technology, route development and aviation advances. Over the next two decades, the market will continue to change to accommodate the following areas: Smartphones – the public’s reliance on this technology is a growing focus, with more airlines and airports moving into the mobile apps market, and providing deeper integration of these apps with their systems. Many airlines provide mobile boarding passes through their own applications and this will be increasingly common, as more airlines support the trend for using travel wallets, allowing passengers greater choice in managing their digital flight documents. Socio-economic – social networks will continue to grow in the short-term, although users will likely move to more niche networks to bring back the community feel to social interaction. Therefore businesses will need to get smarter about extracting and delivering value from all of this data. Advances in video conferencing will continue and likely affect the short-haul business travel market. Large companies will start to re-shore their manufacturing, and the sourcing of raw materials from cheaper international destinations will increase, meaning that cargo traffic will grow. Technology – changes will be required to counter the increased threat of terrorism (both physical and cyber) and to support the growth of business intelligence. Buildings will need to become more eco-friendly in terms of power utilization and environmental impact. In short, key focus areas are more efficient terminal buildings, increased security and facilitating faster, more self-sufficient passenger movement. BINARY LIFE To learn more about this advertiser, binaryLIFE provides IT consultancy visit www.ukipme.com/info/ptw NOW! services to the aviation industry both in the UK and abroad. READER INQUIRY NUMBER 120
Knowledge is power The airport industry has come a long way over the past 20 years. Air travel has grown exponentially but horrific incidents such as 9/11 have also changed the industry forever. Throughout, Royal Boon Edam has worked together with the industry to create unique solutions that meet the changing requirements of airport and airlines alike, from unique revolving doors at the terminal entrance to passenger separation and now the further introduction of self-service in the airport. Self-service has already gained a lot of ground over the past few years, and it will continue to grow in the coming decades as the focus on improving the passenger experience increases. Large portions of air travelers suffer from airport stress: the busy, unfamiliar environment, strict time lines and long queues combine to make the passenger feel a lack of control. Self-service at check-in, bag drop, security pre-check, border crossing and boarding gives them back some control over their own travel experience. Moreover, self-service helps to reduce queues and allows airline personnel to focus on interacting with the passenger. “The introduction of self-service in the airport terminal is at the heart of a second major trend,” says Bart van der Steen, business development manager at Royal Boon Edam. “Self-service allows for gathering of information on who your passengers are and how they experience the airport terminal. This information can help to optimize processes and to create tailored programs for different passenger groups. As anyone in a customer-oriented environment will tell you, how well you know your customer is the defining factor for your success. But getting to BOON EDAM know your passenger was always complicated To learn more about this advertiser, – now modern technology is giving us the visit www.ukipme.com/info/ptw NOW! tools; in the coming years, we will support you READER INQUIRY NUMBER 121 in how best to use them.” SEPTEMBER 2014 | Passenger Terminal World
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Technology update Established in 1991 with a small office in Germany, Desko has grown to become a leading global company with subsidiaries in the USA and Singapore, and a strong service and repair infrastructure around the world. In more than 20 years in the aviation and security sector, Desko has evolved from a simple swipe technology supplier with a manageable range of products to a well-established manufacturer and supplier of solutions ranging from swipe to payment to fullpage scan technology. Desko focuses on market-leading scanning technology and was the first company in the world to push for flatbed scanning, which nowadays has become the industry standard. Furthermore, Desko ushered in a new era with its BGR 504 pro nextgeneration boarding gate readers. The company also created an entirely new type of product and standardized custom-made service with its Penta Scanner platform. The Penta Scanner can be up- and downgraded with LEDs, touch display, battery power or wi-fi modules, depending on the individual client’s requirements.
Passenger numbers have increased significantly in the past 20 years, resulting in more self-service installations and need for additional security checks and passport screenings. Desko’s latest developments focus on more features for the Penta platform, such as ‘Check ID on Board’, a completely hardware-integrated feature to verify ID documents, or storable full-page images for airline applications which save images from ID documents during check-in. Desko predicts the industry will see increasing passenger volume, more self-service installations, a greater need for passenger tracking, increasing demand for independent field solutions and stricter security requirements over the next 20 years. Innovative, fast, extremely user-friendly and reliable hardware is therefore needed. With more than 200,000 devices installed and used daily worldwide, Desko believes that its state-of-the-art technology innovations, its made-inGermany principle and its custommade solutions are the right concept to make it a market leader for many more years to come.
Left: The Desko Penta customizable scanner platform
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Innovative solutions
Above: Albert Algans, director for airports, Ikusi
It is difficult to summarize experience spanning 35 years in a market as dynamic as that of airports. Ikusi would describe its own journey as having progressed from a supplier of hardware and software development to an IT specialist with high integration capacity for the incorporation of innovative solutions, both by itself and in collaboration with partners. Ikusi’s history in the sector began in 1978 at the Reina Sofia Tenerife Sur Airport, where it installed a PA system. Today its solutions are in operation in over 120 airports worldwide and serve more than 250 million passengers a year. Each project has enabled Ikusi to go on improving, innovating and proposing fresh solutions for its customers. They are solutions that today are geared towards increasing the profitability of airport infrastructure by making processes more efficient and increasing nonairport revenues, toward improving safety, strategic planning and the passenger experience. As Ikusi looks toward the future, the company believes that the new technologies that we are experiencing in our daily lives will shift in a determined way towards the airport sector.
Passenger Terminal World | SEPTEMBER 2014
These technologies are going to allow greater interaction between the operator and the passenger by turning the airport into more than just a simple transit location, but into a space where one can enjoy one’s stay, thanks to a greater commercial and leisure offer. To do that, it will also be necessary to develop solutions that allow the necessary security levels in this infrastructure to be combined with the degree of comfort passengers require today. Another of the challenges is sustainability, whereby environmental management is specified not only on the aircraft but also in the terminals themselves and, naturally, in the transit towards this infrastructure. This directly links with the Smart City concept where mobility to and from airports becomes a critical part of setting off down the road towards cities and infrastructure that are safer, more efficient, more attractive and more sustainable. Ikusi To learn more about this advertiser, visit www.ukipme.com/info/ptw NOW! reader Inquiry number
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High standards WO Airport Interior can track its history back to 1905 – just two years after the Wright brothers took off in the first aircraft. The company started as a carpentry company with a strong focus on interior solutions customized to meet individual requirements. Over the last 20 years, international airports have been among WO Airport Interior’s customers, thus putting extra focus on the special requirements in this sector – very high design standards and long-lasting quality solutions that can survive harsh environments through which millions of busy people pass every year. Since 2007, the company has been heavily engaged process design, including security. Together with Copenhagen Airport (CPH), WO Airport Interior developed one of the world’s first automatic tray return systems. The solution has proven successful and is still in daily operation at CPH. In 2013 and 2014, CPH was awarded world’s best in security processing at the SkyTrax World Airport Awards, which are based on 12.85 million customer nominations worldwide. According to WO Airport Interior, good process design begins with a human-centric
approach, which is at the heart of the company’s design approach. Good design is not just about good-looking products, but also solutions where every aspect, from manufacturing and maintenance, to security staff and passenger experience, has been taken into consideration. The initial capex cost might be higher, but seen over the product’s lifecycle, the opex gains from ergonomic solutions, efficient staff and longlasting materials and components more than outbalance the investment. The passenger experience is still evolving, but if a journey begins with a good experience it helps determine the overall impression of the airport. Security becomes the first point of contact, as ticketing, check-in and baggage drop are now done via self-service kiosks. By making the security process logical and intuitive, it increases flow and reduces queuing and waiting time. From a commercial perspective, the saved time might be converted into increased profit in the retailing area of the airport. Over the next 20 years, WO Airport Interior will continue its journey towards its vision of
creating the world’s best security process. The company wants to improve not only the security process equipment, but also the design process, by supporting co-creation and the involvement of different stakeholders. That’s why it has developed a 3D design tool that allows different stakeholders and nontechnicians to get involved, and to exchange ideas and different designs. WO AIRPORT INTERIOR To learn more about this advertiser, visit www.ukipme.com/info/ptw NOW! READER INQUIRY NUMBER
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Boarding breakthrough Jetway’s history dates back to 55 years ago, when it introduced the world’s first passenger boarding bridge. Jetway ownership changed multiple times over the years until 1994, when it was purchased by FMC Corporation. FMC has since split twice, and today Jetway is part of John Bean Technologies Corporation. In 1983, Jetway introduced 400Hz power converters that could be mounted at the end of the Jetway and provide power to the aircraft. In 1993, the company introduced JetAire pre-conditioned air units that could also be attached to the bridge, making Jetway the only manufacturer of all three of these pieces of gate equipment. Integration of this equipment has provided great value to the airports and airlines using the bridges. In 2010, Jetway opened its manufacturing facility in Shenzhen, China. This has allowed the company to be competitive in the Southeast Asia market. Its success in booking orders for this location was overwhelming from the start and still maintains strong backlogs today. Over the past 20 years, Jetway’s customer has evolved from the airline to the airport. In 1994, 80% of the bridges were owned by the airlines; today the same proportion is owned by the airport. Jetway had a very close working relationship with the airlines. Airports, on the passengerterminaltoday.com
other hand, tend to be bound by different procurement procedures. This has required a shift in the company’s sales and support approach to its new customers. Some of the future changes will be due to the ability of aircraft to transmit wireless information directly to the ground/gate equipment, allowing it to provide improved customer comfort and better, faster, more energy-efficient service to the aircraft.
ABOVE: Modern passenger bridge LEFT: World’s first passenger boarding bridge
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Display developments Firstly, having worked with UKIP Media & Events (the publishers of Passenger Terminal World and organizers of Passenger Terminal Expo) from the very beginning, we would like to congratulate the team on its success, which is reflected by its long-standing relationship with their clients. Data Modul, previously Conrac, has been active in the information display market ever since the early 1970s. Over the years, its hardware and software technology solutions
have been installed in more than 200 airports around the world. Committed to technologically advanced, cost-effective and highly reliable display solutions, Conrac became a market leader for the supply of public displays for indoor and outdoor use as well as for FIDS solutions. In 1998, Conrac teamed up with the Munich-based Data Modul, the leading valueadded high-performance display specialist for industrial and other professional applications
in Europe. With the same focus as Conrac on flatscreen technology, Data Modul offers the largest product range, from displays, touch solutions, controller and embedded systems to customized products. Complementing product ranges, a strong focus on R&D, continuous innovation and a commitment to OEM and project business provided a perfect basis to ensure the longterm success of the cooperation. Conrac also has its own 200,000ft2 product facilities in Germany, providing the latest state-of-theart production technology, including optical bonding, which offers the flexibility required to best serve clients. The Data Modul group has subsidiaries throughout Europe, the USA, Asia and the Middle East. Additionally, a global network of sales offices, sales and service partners in more than 60 countries ensures the company is as close as possible to the customers. Conrac’s biggest successes, with regard to the information system business, have been large-scale projects in Dubai, Frankfurt, Munich, Paris and Singapore, all with longterm clients. Data Modul’s developments are all based on innovative solutions, and modular and cost-effective products using the latest energy-efficient technologies. As a flexible manufacturer, and despite rapidly changing technologies, the company is in a position to offer long-term availability of products based on form, fit and function, which is important for projects with a large number of display devices installed. DATA MODUL To learn more about this advertiser, visit www.ukipme.com/info/ptw NOW! READER INQUIRY NUMBER
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ADVERTISERS INDEX Airbiz Aviation Services Strategies Ltd .......... 65 Airport Solutions Ltd ......................................... 51 Areen Design Services Ltd .............................. 25 ARINC Airports .................................................. 45 Aviation Research Corporation.........................Inside Back Cover Aviavox ............................................................... 36 Bagdrop .................................Inside Front Cover binaryLIFE Ltd .................................................... 48 Chicago Department of Aviation ................... 88 Data Modul ....................................................... 103 DSG Systems AS ................................................ 61 eezeetags BV .................................................... 69 HOK ..................................................................... 31 Passenger Terminal World | SEPTEMBER 2014
HUBNER GmbH & Co KG ..................................78 Ikusi – Ángel Iglesias SA.................................. 86 JBT Corporation ............................................... 86 L-3 Security & Detection Systems .....................7 LPT-IT ApS........................................................... 48 MacDonald Humfrey (Automation) Ltd ............ Outside Back Cover Materna GmbH ................................................. 62 Mühlbauer AG .................................................. 22 Munich Airport International .......................... 90 NACO Netherlands Airport Consultants BV .............................................. 62 NEC Display Solutions Europe GmbH ........... 34 OMK Design Ltd ................................................. 51
Passenger Terminal Expo 2015 ................9, 11, 12 Passenger Terminal World Online Reader Inquiry Service ......18, 98, 103 Rockwell Collins ............................................... 45 Royal Boon Edam International BV ............... 90 Strulik GmbH..................................................... 76 Ultra Electronics Airport Systems....................78 Vanderlande Industries ......................................3 Via Guide GmbH .............................................. 39 Vision-Box SA ..................................................... 31 Wanzl Metallwarenfabrik GmbH .....................57 WO Airport Interior AS .................................... 82 www.passengerterminaltoday.com............... 82 Zoeftig ................................................................. 21 passengerterminaltoday.com
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PASSENGER TERMINAL WORLD | SEPTEMBER 2014
THE FUTURE ISSUE
published by UKIP Media & Events Ltd
NO MORE SHOPS. GARDENS FOR HIRE. DIGITAL ASSISTANTS. BAGGAGE ROBOTS. JOIN US IN THE YEAR 2034
SITA INTERVIEW
PUBLIC DISPLAYS
SITA’s top man in Europe, Dave Bakker, shares his vision for the future passenger terminal experience
BIOMETRICS
SECURITY
Could the use of biometric technology make boarding passes and passports obsolete?
IATA’s Smart Security program unveils its firstgeneration security checkpoints
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Visit www.ukipme.com/info/ptw to request exclusive and rapid information about the latest technologies and services featured in this issue
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IN THIS ISSUE: SMART SECURITY | BIOMETRICS | LONDON HEATHROW INTERVIEW | FUTURE TECHNOLOGIES
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Backchat Left: Launch issue cover, featuring an artist’s impression of a ‘modern passenger terminal’, courtesy of GMW Partnership
Baggage “Some airports have started to use x-ray machines in the check-in concourse, either before checkin or with the apparatus added to the conveyor at each check-in position,” Michael Kirsch from the Royal College of Art wrote in ‘A modular approach to airline check-in facilities’ (PTW 1994, p122). According to the article, airlines expressed such confidence in the state-of-the-art 100% hold baggage screening systems that they were considering abandoning the security questionnaire at check-in. New systems were also being developed in 1994 to identify each bag loaded on the aircraft, making it easier to locate and remove unaccompanied bags. In 2014, automated baggage handling has been introduced with the use of robots at Heathrow T3 and Schiphol, enabling airports to handle 30-40% more baggage volume. According to Vincent Kwaks, CTO at Vanderlande Industries, unmanned vehicles to load and unload baggage at high speeds could be the next step in baggage handling (see page 54).
back to the future
Retail
In ‘The future of the incompatible terminal’ (PTW 1994, p70), Anthony Gregson, transportation consultant, GMW Partnership wrote, “In addition to being processed for the flight, the business or vacation passenger is now also involved in commercial shopping, food courts, video arcades and entertainment centers, all competing for attention.” According to the article, the passenger was no longer compatible with the airport system owing to the need to raise income from retail operations. The importance of non-aeronautical revenues for airports continues to this day, with Robert Chicas, director of aviation and transportation, HOK, stating, “Airport terminals have always been businesses that need to turn a profit and generate revenue, but never to the degree that we have now where airports and airlines are so focused on non-aeronautical revenue.” (See page 54).
A look at industry ns experts’ predictio of ue iss h nc lau in the inal rm Te r ge en ss Pa ey World and how th y’s da to to compare outlook
IT systems
Security According to Jeremy Attree, director of operations (Europe), Vivid Technologies Ltd, “To be certain to detect all explosive types, 100% of the time, without generating false alarms, as well as being operationally effective and acceptable to the airport, is an impossible dream, or at least for the foreseeable future.” (PTW 1994, p206). In 1994, two categories of explosive detector existed: those which looked for bulk explosive; and those which looked for traces or small particles. New x-ray systems, such as tomography, were being developed to improve the detection of explosives. In 2014, the amount of security processes passengers have to go through are being reduced, according to Andrew Goldsmith, VP marketing at Rapiscan (see page 53). “Airports already have systems available to them now that allow passengers to go through security without having to divest laptops or liquids,” he says, and more efficient use of labor will be the next step.
Passenger Terminal World (PTW) was launched with the aim of providing “a unique forum for the discussion and exchange of information between architects and designers, directors and managers, and technology and material suppliers,” wrote Tony Robinson, CEO of UKIP Media & Events and publisher of the magazine, in the launch issue in 1994. Since then,
Passenger Terminal World | SEPTEMBER 2014
Brussels Airport opened a new passenger terminal in 1994 that included state-ofthe-art communication and information facilities that would provide the “20-minute airport”, where passengers can expect to wait no longer than 20 minutes between registering and getting on their airplane (PTW 1994, p106). This was achieved through a client-server IT system, similar to the common-use systems we see today, where all stakeholders’ data can be combined to create an efficient processing system. This need for IT collaboration still exists today, with Dr Ralf Gaffal, head of international business, Flughafen München (Munich Airport), predicting that 75% of the top 50 airports will install collaborative decision-making systems in the near future (see page 56).
the airport environment has evolved with the advent of the internet, self-service technologies and the increased reliance on non-aviation revenues. However, some of the same issues operators, airlines and passengers face today were apparent in 1994. Here, we take a look at the topics covered in our debut issue, and how, if at all, these have evolved over the last 20 years. n
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Intelligent Guesses Making decisions about airport operations and planning is a science and an art. Traditional methods have given way to design and proof by simulation. Simulation requires data inputs about the environment, about the demand, and about the management strategies which will be invoked to satisfy the demand. Simulation software is part of the arsenal. Identifying and collecting the right data is another important challenge. In the absence of a budget for good data collection, intelligent guesses have to be invoked.
We are passionate and in the business of educating and equipping airport and related industry professionals to manage and plan airports and airspace scientifically, cost effectively, and easily with our advanced 5D simulator ARCport ALTOCEF (Airside, Landside, Terminal, OnBoard, Cargo, Environment, Finance). Our education involves data collection and creative solutions to continuously securing data to be fed into ARCport. ARCport leads the pack and our training, which is accredited by the Sate of New York, provides the most thorough exposure with hands on experience to airport staff in the operations of the airport and airspace system and teaches them how to make good operational and planning decisions. Our package includes software, training, support and consulting. Call us for a demo or quote.
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