StB Think Tank White Paper: A vision for travel in 2020
Further to the publication at last year’s event of the five goals supporting the vision for tomorrow’s passenger, the second edition of the World Passenger Symposium (WPS) revealed the new programs of work to deliver them. The document that summarizes both goals and programs of work is the Simplifying the Business (StB) Think Tank White Paper .
During his opening speech Tony Tyler, IATA’s Director General and CEO, described his vision for fast, seamless ‘curb to airside’ passenger experience. This new passenger experience is “predictable, repeatable, secure and globally consistent.”
Here’s what the industry can expect from the new StB program:
Goal 1: Airline products should be available through the widest variety of channels. Offers should be personalized and products should be differentiated.
Programs of work: The New Distribution Capability (NDC) will enable differentiation and personalization through distribution channels, giving users of indirect channels the same customer experience as those who come directly to airline websites (additional information in the article on NDC).
Goal 2: Passenger data should be provided by passengers and validated by governments. Currently airlines are responsible for sending passenger information onto governments, and are therefore responsible for the integrity of this information, assuming any liability for mistakes and errors.
Programs of work: The e-Border program will enable passengers to know in advance that their government has confirmed they can fly.
Goal 3: Passengers should have access to real-time information on issues such as flight status, delays, or the location of baggage.
Programs of work: The Customer Contact Information program is based on real-time and contextualized communication between airlines and their customers. Customers should have access to real-time airline data at airports. This connectivity will build the personalized relationship that all parties need.
Goal 4: The consumer experience should be hassle free. Passengers often don’t know what to expect due to inconsistent queuing times and cumbersome processes.
Programs of work: StB is currently addressing this goal through the following initiatives: Fast Travel, which provides self-service solutions, as well as Automated Border Control and Checkpoint of the Future. These focus on improving the passenger experience at border crossings and airports, including airport security.
These projects aim to achieve a predictable, secure and streamlined consumer experience. Future developments will include fast and simple common bag drop; a single token for all elements of the journey, and the elimination of check-in process (check-out).
Goal 5: To achieve a seamless end-to-end customer journey through interoperability of travel partners such as hotels, rent a car companies and others).
Programs of work: The Airline Industry Application Programming Interfaces will foster the creation of new services to simplify the travel experience, automate information provision and minimize inconsistencies, errors and duplication. This places the customer in control of travel information. An additional program in this area is the Airline Industry Data Model which will enable interoperability and easier communication of data across the entire spectrum of services providers and agents.