Tourism Information Technology PDF

CABI TOURISM TEXTS 3rd Edition Tourism Information Technology PIERRE J. BENCKENDORFF ZHENG XIANG PAULINE J. SHELDON COMPLIMENTARY TEACHING MATERIALS ...

CABI TOURISM TEXTS 3rd Edition Tourism Information Technology PIERRE J. BENCKENDORFF ZHENG XIANG PAULINE J. SHELDON COMPLIMENTARY TEACHING MATERIALS  CABI TOURISM TEXTS Chapter 5 Aviation and Information Technology  CABI TOURISM TEXTS Chapter 5 Learning Objectives After studying this chapter you should be able to: 1. Analyze the impact of IT on airlines and air travelers; 2. Explain how airline reservation systems work and how they connect with other information systems; 3. Understand how information systems support management decision making in airlines; 4. Examine how information technologies are used by airports to streamline the passenger experience; and 5. Evaluate the present and future information technology applications in airport operations.  CABI TOURISM TEXTS Key Concepts  Airline reservation system (ARS)  Baggage handling system (BHS)  Customer relationship system (CRS)  Fare Quote System  Flight Information Display Systems (FIDS)  New Distribution Capability (NDC)  Passenger name record (PNR)  Passenger Service System (PSS)  Revenue management system (RMS)  Safety Management System (SMS) 4  CABI TOURISM TEXTS Types of Airlines Low Cost Commercial Carriers airlines (LCCs) National Charter flag carriers Types airlines of Airlines 5  CABI TOURISM TEXTS AIRLINE RESERVATION SYSTEM DECISION SUPPORT SYSTEMS DEPARTURE SYSTEMS Schedules & Availability Fleet Management Departure Control System Fare Quotes & Rules Schedule Optimization Gate Control Passenger Information Revenue Management Flight Dispatch Ticketing Flight Operations Systems MARKETING & CRM SYSTEMS TRAVEL INTERMEDIARIES GLOBAL DISTRIBUTION SYSTEM Direct Bookings Traditional Agents & OTAs Availability: Schedules Loyalty Programs Travel Management Companies Pricing: Fare Quotes & Rules Customer Service Tour Operators & Wholesalers Distribution: Booking & Ticketing TRAVELLERS IN FLIGHT TECHNOLOGIES Business & Leisure Entertainment Groups Communications Frequent Flyers Crew Support Systems FIGURE 7.1 Key IT systems used by airlines  CABI TOURISM TEXTS Airline Reservation Systems Key Components: 1. Flight schedules and availability: availability display 2. Fare quotes and rules: fare quote system, fare rules, cabin classes, booking codes, fare basis code 3. Passenger information: passenger name record, record locator, special service requests 4. Electronic ticketing: e-ticket, boarding pass 7  CABI TOURISM TEXTS Fleet Management Systems Fleet Maintenan ce Fleet Assignm ent Fleet Acquisition 8  CABI TOURISM TEXTS Flight Scheduling Systems Scheduling systems must be able to handle:  Strategic Goals  Route Network  Passenger Demand  Aircraft Type  Human Resources  Environmental & Safety Regulations  Airport Restrictions  Contingency Planning 9  CABI TOURISM TEXTS Revenue Management Systems (RMS) Capabilities Historical data Forecasting Modeling Decision support 10  CABI TOURISM TEXTS Departure Control Systems (DCS) Capabilities  Check in  Denied Boarding  Boarding passes  No shows and  Seat Allocation Standby Passengers  Checked Baggage  Interline Connections  Load Control  Interoperability  Passenger Identification 11  CABI TOURISM TEXTS In-flight Technologies Passengers  In flight entertainment (IFE) system  Geographic information system (GIS)  Communication systems Crew  Tablets  Navigation, communication and flight logs  Point-of-sale devices 12  CABI TOURISM TEXTS ORIGIN AIRPORT TRANSIT DESTINATION Pre- Pre- Check in Security Boarding Stopover Arrival arrival boarding FIGURE 7.2 Stages of the Passenger Journey  CABI TOURISM TEXTS Automated parking entry Automatic check in upon entry to terminal Parking availability Directions to terminal Notification & offer to book later flight if late FIGURE 7.3 Example of geofencing around an airport  CABI TOURISM TEXTS Check in Options  Online check-in  Self-service kiosks  Auto check in using geofencing and smartphones  Check in counters 15  CABI TOURISM TEXTS Key Steps in Security Scanning X-ray Confirming Body baggage traveler identity screening screening 16  CABI TOURISM TEXTS Pre-boarding technologies Passengers  Flight information display systems (FIDS)  WiFi hotspots  Recharge stations  Mobile apps (e.g. airport navigation, GateGuru) Airports  Business intelligence tools (passenger volumes, queues, dwell times)  Point-of-sale (POS) systems  Alerts and notifications 17  CABI TOURISM TEXTS Arrival  Immigration databases (e.g. ‘No Fly List’)  e-passports  Scanners and cameras  Passenger Identification: biometrics systems and future systems that will analyze walking gait, body language, heart rhythms or DNA profiles to identify passengers 18  CABI TOURISM TEXTS Baggage and Cargo Handling Baggage handling systems (BHSs)  Bag tags with optical bar codes  Conveyer belts and robotic systems for sorting  Baggage tracking systems (e.g. Bagtrac)  Lost baggage systems (e.g. World Tracer)  Self-service bag drops  RFID bag tags and chips in luggage 19  CABI TOURISM TEXTS Safety and Security Systems  Communications Systems  Navigation Systems  Surveillance Systems  Flight and Weather Information Systems 20  CABI TOURISM TEXTS Environmental Management Systems (EMS) Noise Reduction Carbon Energy Use Emission Reduction Environmental Technology Water Quality Monitoring Applications 21  CABI TOURISM TEXTS Discussion Questions 1. How will advances in smartphones and apps impact the marketing, distribution and delivery of aviation products? 2. Throughout this chapter we have identified a number of applications allowing airlines and airports to track passengers by using signalling technologies such as NFC, RFID and BLE embedded in baggage tags and smartphones. What are the pros and cons of these applications? What privacy or ethical issues might arise? How can airlines and airports overcome these issues? 3. Visit the FFP website for an airline you know. Look for information about redeeming and earning FF points (miles). List all the ways in which members can earn and redeem points. How does the technology on the website support the FFP? What improvements would you like to see? 22  CABI TOURISM TEXTS Discussion Questions 4. By 2035 the global airline fleet is expected to be twice as large as in 2018 and by 2030 passenger numbers are expected to be double. How can information technology help airlines and airports cope with the challenges of this expected growth? 5. Visit the website for Changi Airport in Singapore and browse through the pages about terminal facilities and services. Note down examples requiring use of information technology. What IT inspired airport services do you expect to see in ten years? 6. How might airports and airlines use new technologies such as augmented reality, predictive analytics and the Internet of Things to streamline and improve the passenger experience? 23  CABI TOURISM TEXTS Useful Websites SITA Amadeus IT Solutions www.sita.aero www.amadeus.com/airlineit Boeing Changi Airport www.boeing.com www.changiairport.com GateGuru Future Travel Experience www.gateguru.com www.futuretravelexperience.com SkyTrax www.airlinequality.com 24  CABI TOURISM TEXTS Case Study SITA  Société Internationale de Télécommunications Aéronautiques  Formed in 1949 by a consortium of European & British airlines  Developed world’s first business packet switching network Sector Solutions  Employs Communications & Voice,staff 4,700+ data, messaging, in overmobility 200and desktop applications to support countries Infrastructure aircraft operations, air-ground communications, air traffic control and  Key solutions flight include: operations Airports Passenger processing, baggage management and operations management Airlines Passenger management, reservations, e-commerce solutions, fare and ancillary services Government Border management, biometrics, risk assessment and identity verification 25