IBPAD : The World´s first Ipad Airline implementation

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1Dirección General de AeropuertosSubdirección del Aeropuerto MAD-BJS




Dimitris BountolosCoordination & Hub Deputy Director

Iberia Airlines






2Production General DivisionMadrid/Barajas Airport Division

Project All the airport on our hands(Accurate information anytime/anywhere)







Employee AutonomyInformationCapacity of

decision

CustomerPrecise

informationFast Solutions

EnvironmentGlobal

CompetitiveConstantly changing

Reason of being: The information always available simply where it´s needed,updated and provided in an attractive way to our clients.

All airport over our palm at the service of the employee and the customer







Customer ServiceSupervisor

Chek-in & BoardingSupervisor

• They felt vulnerable to incidents, with empty hands.

• They had the constant feeling that they lack information.

• They had not integrated fully the significance of his figure as a key link between the client and the rest of the staff. They represent the first contact: mediator, trainer, evaluator, ...

• All assayed daily experiences are not distributed smoothly within the company.

• Due to the large size of the airport and the simultaneity of operations they had the perception sometimes to be in the wrong place at the wrong time.

Feeling of helplessness of our supervisors when they had to manage

Incidences (they felt like acting with empty hands)







NOT TOLERATE WAINTGNO LACK OF

INFORMATION HIGH DEMAND AND LOW TOLERANCE

WANT TO BE UNIQUE WANT MULTIPLE SOLUTIONS

THEY WANT THE CONTROL THEY WANT TO BE CONNECTED THEY WANT TO CHOOSEWANT TO CREATE THEIR OWN

STANDARDS

THEY WANT TO PARTICIPATE IN SOLUTIONS

THEY WANT TO FELL INDEPENDENT BUTALWAYS CONNECTED WITH THE INFORMATION

Our customers are increasingly demanding more information. We require updated them at all times: The 10 basic requirements.

1 2 3 4 5

6 7 8 9 10







August 2010 enabled on a specific area for free use of IPAD lounge in AMS

In june 2010, Malasya starts using the IPAD in the check-in area as a new device for a totally ne remodel auto check-in platform

Our global environment during the 4 months following the release

of IPAD had launched various projects over that device

In December 2010, Delta let passengers at JFK order food at the boarding gate via IPADs. They created the IPAD dinning stations

In June 2010, Qantas low-cost subsidiary Jetstar became the first airline in the world to offer the Ipad for rent

In January 2011 during the world tourism fair Iberia launches de IBPad







If the customers and our employees are asking for information we wereforced to give it to them through the device and the platform "most

desired"

NOT TOLERATE WAINTG

NO LACK OF INFORMATION

HIGH DEMAND AND LOW TOLERANCE

WANT TO BE UNIQUE

WANT MULTIPLE SOLUTIONS

THEY WANT TO BE CONNECTED

THEY WANT TO CHOOSE

THEY WANT TO PARTICIPATE IN

SOLUTIONS







We decided to bring the information with an IPAD with the Iberia´s branding

with dozens of digital content to our employees and customers

http://www.apple.com/ipad/features/







It was specifically designed a branded cover for the IBPad in order to

reinforce the visibility of the product

• Around 30 units have been included into the project

• No more than 20 concurrent employees in all airport will carry during all their shift the IBPad

• No more printouts will be required

• It has been also deployed an automatic assignment system in order to monitorize the usage of all terminal and track the status of each one







Todo Supervisor en contacto

con el cliente en BJS va a estar conectado en tiempo real

con la información

La resolución de la incidencia se va a poder dar en el lugar que se produce

El registro de los hechos, lasevaluaciones de los empleados

va llevarse a cabo sobre lamarcha

During October 2010 began field trials with the real future users, we evaluated the usability, battery life and technical aspects of the

platform

The reception by the staff was very good, they proposed additional content, we were surprised as a terminal and the information contained in it could

generate an "empowerment" in all supervisors




Members of the Iberia´s customer service department testing the IBPad during

the trial period. There were also performed test with real customers







• Information on passengers at risk of missing connecting flights and their status as customers.

• Information on passengers on intercontinental flights that have not yet checked-in.

• Flights at risk of being delayed or cancelled and any other incident that would impact on customers.

• The list of passengers on each flight who need assistance.

• List by departure zone of the status and progress of boarding procedures.

• Baggage remaining to be loaded on each flight, with passenger name.

• Incoming flight with baggage incidents, along with the number and names of affected passengers.

• View of main customer care documents.

• Images taken by the cameras in the area that show the length of queues, etc.

• The current status of check-in counters (open, closed, number of employees on duty).

• List of employees due to come on duty, with clock-in times and first scheduled tasks.

• List of employees with the least experience and their location and duties at all times.

• Details of all the check-in and boarding tasks to be performed for the airlines served by Iberia ground staff.

There were developed in a record timeframe all the content completely “in-house”

Many of the final users participate requesting detailed information and new functions.

Several of the content specifically developed for the IBPad

Several of the content specifically developed for the IBPad

Customer ServiceSupervisor

Chek-in & BoardingSupervisor







Local passenger forecast profileLocal passenger forecast profile Online state of the check-in areaOnline state of the check-in area

Examples of the content specifically developed to the IBPad 1 of 3

• Clear view of the status of each counter desk

• Aggregated account highlights the

total number of counters for each type

• Differentiated by traffic type.

• Represented booked & checked Pax.

• Average levels defining the intensity







Delays status of the departures & arrivals

Delays status of the departures & arrivals Online passenger connectivity viewer Online passenger connectivity viewer


• Pairs of connections represented with the available connection time

• Top Tier attributes and baggage information included

• Online viewer of all fights delayed

• Including the number of customers affected







Online boarding state by boarding areaOnline boarding state by boarding area Status of the potential overbookingStatus of the potential overbooking


• Status of all boarding task per area

• Online information about the remaining customers to be boarded

• Potential overbooking, Upgrading list

• Potential overbooking and upgrading list

• Remaining minutes before the closure of the check-in & boarding







• Text messaging between all users

• Pop-Up alerts broadcasted from a central console

• Video-Conferencing with multi-language translators

• Dynamic forms in order to audit the performance and service offered by the staff

• GPRS&·3G signal triangulation will provide the position of each supervisor inside the terminal

• Online Surveys offered to the customers after the resolution of any incident

• Activation of IP-Voice creating a multi link Push to Talk network

• A complete set of recorded messages in many languages will be available ready to be broadcasted over the general speakers of the terminal

• Easy Web Check-in as a new content

• Boarding & Bags tags printing capabilities

• ….

We are right now working in the new release……

New features & functionalities in which

we are already working

New features & functionalities in which

we are already working

2




Thank you very much for yourattention

Dimitris Bountolosdbountolos@iberia.

es

Coordination & Hub Director

IBPAD : The World´s first Ipad Airline implementation

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Transcript of IBPAD : The World´s first Ipad Airline implementation