航空客货运输民航旅客运输总结

1、民航旅客运输民航旅客运输的发展历史 初级阶段 （1903-1950） 发展阶段 （1950-1970） 放松管制阶段 （1970-1990） 开放天空阶段 （1990- ）民航旅客运输的发展趋势客运飞机的性能将不断提高客运信息化程度将日益加深民航客运市场的专业化分工、合作、竞争和重组的趋势日益明显民航旅客运输管理市场收益服务市场旅客地域航线6了解顾客的需求市场定位市场分析乘客中75%是外国人，在新加坡这个旅游业和服务业发达的国家，新航抓住本地的特点，发展模式上采取中转联乘，使利润得到提高。由于新航提供的最优质、最高端的客运服务与票价挂钩，所以新航的票价在世界各大航空公司中属于偏高，基本与法航相

2、同。信息来源有很多，包括对新加坡航空10%航班的乘客进行随机抽样；同时新航还通过员工意见反馈、其他航空公司的信息、乘客的意见分析，以及主要旅客群调查和研究，来产生新的服务创意。以新航为例销售渠道直销渠道分销渠道一类空运销售代理业，经营国际航线或者香港、澳门、台湾地区航线的民用航空运输销售代理业务。二类空运销售代理业，经营国内航线除香港、澳门、台湾地区航线外的民用航空运输销售代理业务。航空客运代理人： 是指受民用航空运输企业委托，在约定的授权范围内，以委托人名义代为处理航空旅客运输销售及其相关业务的营利性企业。收益航线分析票价制度成本效益服务机场航空公司大韩的客舱服务 A380最少座位（555与

3、407）舒适的座舱7/20/202219701980199120012007提供可选择餐食、免费饮料和免费耳机服务第一班新加坡至吉隆坡之间的“无烟班机”全球卫星通讯服务和常规的空中传真服务首次推出空中上网服务率先推出超越头等舱的服务空中豪华套房新航服务发展对于民航旅客运输，你最大的期望是什么？E-freightBIP (Baggage Improvement Program)Fast Travel IATA e-services Passenger Facilitation New Distribution Capability The StB programs mission is to c

4、hange the way the air transport industry operates - resulting in better service for passengers and lower costs for the industry. Simplifying the Business01Pre-travel02TicketIssuance03Check-in04DocumentScanning05Authorisationto proceed06Baggageprocessing07Immigrationexit control08Securityaccess09Secu

5、rityscreening10FlightRe-booking11Boarding12Immigrationentry control13Baggagecollection14CustomsDocument CheckFlightArrivalDepartureTransferPassenger Experience03Check-in04DocumentScanning06Baggageprocessing10FlightRe-booking11Boarding13Baggagecollection01Pre-travel05AuthorisationTo proceed07Immigrat

6、ion exit control08Securityaccess12Immigrationentry control14Customs09Securityscreening02TicketIssuanceBy 2020, 80% of global passengers will be offered a Secure Fast Travel experience7/20/2022INTERNATIONAL AIR TRANSPORT ASSOCIATION2003 Check-inFast Travel / Check-in03 Check-inFast Travel / Check-inT

7、he ProblemPassengers are still standing in long lines to complete check-in formalities. Passengers also want to be in control of their journey, avoid long queues, and select their seatsThe SolutionAllow passengers to perform their check-in transaction and to receive their boarding pass via self-serv

8、ice channels (web, kiosk and mobile phone), avoiding long lines at check-in desks and offering more control.03 Check-inFast Travel / Check-inAirlinesAirportsPassengersLower operational costsBetter pic managementOn time departure Direct contact with customersAncillary revenue selling opportunity at t

9、ime of check-in (web channel)Lower operational costsMaximize existing physical infrastructure Better pic managementRetail revenue growth opportunityReduction of congested area minimizing security threatsNo queues at airportMore control and better convenienceMore options Flexibility and combination o

10、f channels to complete check-in formality BenefitsKiosks03 Check-inFast Travel / Check-inWebMobileNO TYPE OR IMAGES CAN TOUCH THE SKY 69%of passengers are offered with self-service check-in5422AL / AP Pairs03 Check-inFast Travel / Check-in03 Check-inFast Travel / Check-In Capability 72% of global pa

11、ssengers are offered with self service check-in optionsThe ProblemWhile self-service check-in is massively offered to passengers by airlines, travel document verification remains a difficult process. Passengers having travel documents to be checked are not fully eligible to self-service and have to

12、stand in queues to get them verified. Airlines are also facing heavy fines if documents are not properly verified. The SolutionOffer the possibility for passengers to self-scan their travel documents (passport, ID cards, Driving licences.) and verify automatically that the travel document data are c

13、ompliant with the destination or transit requirements (ex: TIMATIC).04 Document CheckFast Travel / Document Check04 Document CheckFast Travel / Document CheckAirlinesAirportsPassengersLower operational costsReduce fines and repatriation costs related to inadmissible passengersReduce departure delay

14、due to extensive document verification at time of boardingMaximise self-service value propositionLower operational costsMaximise existing physical infrastructure Better pic managementRetail revenue growth opportunityReduction of congested area minimising security threatsNo queues at airportMore cont

15、rol and better convenienceMore optionsReduced risk of denied boarding or being inadmissible on arrivalBenefits04 Document CheckFast Travel / Document CheckAn airline offering the ability for a passenger to self-scan travel documents to perform automated verification of the travel document data again

16、st travel data requirementsNO TYPE OR IMAGES CAN TOUCH THE SKY 40%of passengers are offered with self-service document checkDocument Check2065AL / AP Pairs04 Document CheckFast Travel / Document CheckThe ProblemWhile self-service check-in is massively offered to passengers by airlines, baggage check

17、-in remains a difficult process. Passengers having checked-in via a self-service channel still have to stand in long queues only to drop their bag.The SolutionIncreasing significantly passengers through put at bag drop locations by allowing passengers to print and apply their bag tags themselves and

18、 offer a dedicated touch point for baggage acceptance only. desks and offering more control.06 Baggage ProcessingFast Travel / Bags Ready to GoAirlinesAirportsPassengersLower operational costsBetter pic managementOn time departure Maximise self-service value propositionLower operational costsMaximis

19、e existing physical infrastructure Better pic managementRetail revenue growth opportunityReduction of congested area minimising security threatsNo queues at airportMore control and better convenienceMore options Flexibility and combination of channels to complete both passenger and baggage check-in

20、formality Benefits06 Baggage ProcessingFast Travel / Bags Ready to Go06 Baggage ProcessingFast Travel / Bags Ready to GoSelf Tagging Bag DropNO TYPE OR IMAGES CAN TOUCH THE SKY 12%of passengers are offered with self-taggingBags Ready to Go181AL / AP Pairs06 Baggage ProcessingFast Travel / Bags Ready

21、 to GoHome Printed TagPermanent Bag Tag06 Baggage ProcessingFast Travel / Bags Ready to GoThe ProblemIn case of disruption, either flight cancellation or delay, passengers have to stand in long queues at the airport to be modated and re-booked on another flight. This results in a great level of pass

22、enger stress dissatisfaction. It also results in extensive additional costs for both original and new operating carriers. The SolutionIn case of disruption, the airline offers the possibility for passengers to be pro-actively re-booked and to obtain new booking options or boarding token via a self-s

23、ervice channel (kiosk/web/mobile). 10 Flight Re-BookingFast Travel / Flight Re-BookingAirlinesAirportsPassengersLower operational costs (real estate, staffing, ticketing procedure)Reduce modation and compensation costs Increase passenger loyaltyBetter processing of passenger and better consistency o

24、f service deliveryMaximise self-service value propositionMaximize capacityLower operational costsMaximise existing physical infrastructure Better IRROPS managementRetail revenue growth opportunityReduction of congested area minimising security threatsNo queues at transfer areasBetter service deliver

25、y for complicated situationsBetter comfort for the passenger, reduces stressConsistent service deliverySelf Service One stop shopping10 Flight Re-BookingFast Travel / Flight Re-BookingBenefitsIn the event of an irregular operation such as flight delays, misconnects or cancellationsAn airline offerin

26、g the ability for a re-routed passenger to get proactively re-booked and deliver their new boarding token or re-booking options via a self service channel.10 Flight Re-BookingFast Travel / Flight Re-BookingNO TYPE OR IMAGES CAN TOUCH THE SKY 56%of passengers are offered with flight re-bookingFlight

27、Re-BookingAL / AP Pairs380910 Flight Re-BookingFast Travel / Flight Re-Booking10 Flight Re-BookingFast Travel / Flight Re-BookingThe ProblemAirlines try to minimise aircraft turnaround times and reduce operational costs at boarding for both narrow and large body aircrafts. Passengers are standing in

28、 long queues to board the aircraft resulting in dissatisfaction and potential departure delay.The SolutionAllow passengers to self-scan their boarding token at the gate to gain entry to the aircraft in a controlled manner. 11 BoardingFast Travel / Self-BoardingAirlinesAirportsPassengersLower operati

29、onal costsImprove aircraft loading timeDedicate agent attention to passengers requiring additional assistance and time to boardMore efficient use of gate agents expertise and time.Improved overall efficiency of the boarding processReduce aircraft turnaround timeLower operational costsMaximise existi

30、ng physical infrastructure Better IRROPS managementRetail revenue growth opportunityReduction of congested area minimising security threatsReduced queues at the boarding gateGetting entry to the aircraft quickerConsistent service deliveryBetter services for passengers requiring extra attentionSelf S

31、ervice One stop shopping11 BoardingFast Travel / Self-BoardingBenefitsAn airline offering the ability for a passenger to self-scan their boarding token to gain entry to the aircraft in a controlled manner.11 BoardingFast Travel / Self-BoardingNO TYPE OR IMAGES CAN TOUCH THE SKY Self Boarding32%of pa

32、ssengers are offered with self-boarding6.8%1549 / 151AL / AP PairsWith Self Boarding Gates11 BoardingFast Travel / Self-BoardingThe ProblemHaving their bag(s) mishandled is already a great factor of stress for passengers. Having then to stand in a long line to get information and to complete a claim

33、 report is even more stressful. This is not a good passenger experience. It is also costing Airlines a lot of money to process these claims.The SolutionProactive communication with passengers allows them to avoid waiting at the baggage carousel if their bag is not there. Then, allow passengers to re

34、port a missing bag utilising a self-service channel instead of waiting in line at a baggage service counter. 13 Baggage CollectionFast Travel / Bag RecoveryAirlinesAirportsPassengersLower operational costsReduce agent handle time (airport and contact centre)More efficient use of baggage claim agents

35、 expertise and time.Improved overall efficiency of the baggage claim areaReduce recovery cost of lost baggage deliveryLower operational costsMaximise existing physical infrastructure Reduction of congested area minimising security threatsBetter comfort for the passenger, reduces stress due to lack o

36、f informationNo queues at the baggage claim areaConsistent service deliveryBetter services for passengers requiring extra attentionSelf Service One stop shoppingBenefits13 Baggage CollectionFast Travel / Bag RecoveryAn airline offering the ability for a passenger to register a mishandled bag, utilis

37、ing a self-service device13 Baggage CollectionFast Travel / Bag RecoveryNO TYPE OR IMAGES CAN TOUCH THE SKY Bag Recovery22%of passengers are offered Bag Recovery1225AL / AP Pairs13 Baggage CollectionFast Travel / Bag RecoveryNO TYPE OR IMAGES CAN TOUCH THE SKY Fast Travel Compliant Airlines141 Pairs

38、 on 30 January 2013NO TYPE OR IMAGES CAN TOUCH THE SKY TOP 18 Fast Travel Airlines% of Airline Passengers offered with Fast TravelSK - Scandinavian Airlines Systems89.78%NZ - Air New Zealand Ltd.67.76%QF - Qantas Airways Ltd.67.61%AC - Air Canada64.76%LX - Swiss International Air Lines58.12%AF - Air

39、 France56.83%KL - KLM Royal Dutch Airlines48.92%IB - IBERIA 46.37%LH - Deutsche Lufthansa AG45.04%EY - Etihad Airways40.69%CA - Air China Ltd.34.31%AS - Alaska Airlines Inc.30.03%BA - British Airways P.l.c.11.18%SC - Shandong Airlines Co., Ltd.4.53%ZH - Shenzhen Airlines Co. Ltd.2.32%AA - American A

40、irlines Inc.1.97%AZ - Alitalia 1.57%RJ - ALIA - The Royal Jordanian Airline?NO TYPE OR IMAGES CAN TOUCH THE SKY Fast Travel Global Capability Roadmap20%40%50%NO TYPE OR IMAGES CAN TOUCH THE SKY Fast Travel Capability level per airline regionNO TYPE OR IMAGES CAN TOUCH THE SKY Get FT emerging regions

41、 take off!1 Fast Travel Interactive MapFast Travel Interactive MapFast Travel Full Capability Report1、2012年中国民航采用自助值机渠道办理值机的旅客量达到5100万人次。2012年中航信年报几组数字2、2012年中国民航国内航线完成旅客吞吐约6.2亿人次。民航局2012年机场生产统计公报1/6 1、2012年CUSS系统在超过90家机场使用，其中境外14家；网上值机服务在近160个境内外机场开通，其中境外30 家，境内约130家。几组数字2、2012年中国境内开通定期航班通航的机场有180个

42、。民航局2012年机场生产统计公报42%72%分析一： 巨大的数字基数2012年民航机场生产统计公报经济之声报道，中国航信2012年机场和互联网自助系统处理旅客超5000万人次，相当于在不新建基础设施投资的情况下，每年为国家新增一个广州机场候机楼。 51,000,000航空公司国内自助服务旅客比例走势(2007-2013)分析二： 发展速度迅猛国航旅客全比例达到 26.5%，已是国内最高，覆盖最广分析三： 与顶尖航空公司还有差距IATA Fast Travel WG22 MADSeptember 5th, 20121988: 史基浦机场传统值机One-step common bag dropSeptember 5th, 20122006: 在史基浦机场推出荷航自助值机亭One-step common bag dropSeptember 5th, 20122010:在史基浦机场推出荷航行李自助托运设备One-step com