Key Concepts on Aviation Industry

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)

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Types of Airlines
Low‐cost
Commercial
carriers
airlines
(LCCs)

National Charter
flag carriers Types airlines
of
Airlines

3
 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

TRAVELERS IN FLIGHT TECHNOLOGIES

Business & leisure Entertainment

Groups Communications

Frequent flyers Crew support systems

FIGURE ‐ Key IT systems used by airlines.

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.

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 ORIGIN AIRPORT TRANSIT DESTINATION

Pre- Pre-
Check-in Security Boarding Stopover Arrival
arrival boarding

FIGURE ‐ Stages of the passenger journey.

Check‐in options
• Online check‐in
• Self‐service kiosks
• Auto check‐in using geofencing and smartphones
• Check‐in counters

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Pre‐boarding technologies
Passengers
• Flight Information Display Systems (FIDS)
• WiFi hotspots
• Recharge stations
• Mobile apps (e.g. airport navigation)
• Airports
• Business intelligence tools (passenger volumes, queues, dwell times)
• Point‐of‐sale (POS) systems
• Alerts and notifications

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Airlines Portal Like This
Contact Center Solutions for Aviation Industry
Customer Care:
• Full function call control
• Integrated IVR and scripting
• Choose best/expert agent
• Analytics and reporting
• Outbound campaigns
• Web and inqueue call‐back

Business Process Integration:

• Open API integrates with CRM, WFM and
other business applications
• Integrated UC&C
• True mobility
Contact Center for Air ticket sales
• IVR as central entry point for customer
related voice services
• The IVR offers an automated Ticket Ordering
system
• Use the same steps as the online ticket
ordering for increased convenience
Ticketing with fully automated ordering
Airline: Increased revenue from support
• Travel agencies call airline to check seat availability or for special
arrangements
• Travel agencies rated according to revenue they generate
Agencies are charged for service on a per‐call basis, both incoming and
outgoing calls
• Number and duration of incoming / outgoing calls reported
• Callers identity provided to the agent (Travel Agency Name and
unique Identifier). The unique Travel Agency Identifier (IATA
number) provided to the agent in a convenient way
• Agents are multi‐skilled, i.e. able to answer business and leisure
calls. Business service level not decreased by a high number of
leisure calls
M2M / IoT Wireless Communication Solutions for Aviation Industry
 Smart Security & Protection solutions in Aviation Industry

1. CCTV IP camera video remote surveillance solutions

 Smart Security & Protection solutions in Aviation Industry

2. Fire control & fire protection

Products recommend: LoRa/LoRaWAN/NB‐IoT
 Smart Security & Protection solutions in Aviation Industry

2. Fire control & fire protection

Products recommend: LoRa/LoRaWAN/NB‐IoT

AKTL provides comprehensive fire prevention and control system based on LoRa
technology. The system comprises a monitoring module, a gateway, a background
server and a display terminal. The monitoring module is used to collect the fire
environment surrounding environment when fire is detected, and send the
environment information and fire location information to the gateway through a LoRa
wireless chip. The gateway sends the received packed information to the background
server in a wirelessly.
 Smart Self‐service Terminals in Aviation Industry

1. Smart Self‐service terminal solutions

Products recommend: Industrial wireless router / Industrial PC
AKTL smart self‐service terminal solutions can enable vending
machines & Kiosks at the airports with smart features:
‐ Smart remote monitoring & management
‐ Wifi hotspot service
‐ Self‐service like: check‐in; Look‐up; Inquiry…
 Smart Self‐service Terminals in Aviation Industry

1. Smart Self‐service terminal solutions

Products recommend: Industrial wireless router / Industrial PC
 Smart Public Wifi & advertising solutions

1. Smart public Wifi & Advertising solutions

AKTL advertising Wifi hotspot router series can offer Wifi hotspot; advertising
broadcasting; local entertainment storage… Operators can manage & monitoring
the users data remotely with our Cloud Management Platform
Integrated Partner Model for Aviation Industry
The end‐to‐end travel chain
• Travellers want content and services that are missing from the end‐to‐end travel chain

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• Airport shuttles
• Taxis
• Parking...

_ They lose time:

Pre-trip In-trip Post-trip

• Search and booking • Queues for ground • Expenses and claims

• Online search for transportation at airports,
relevant content • Lack of local currency for
and services services on arrival, etc.
• Providing credit card
guarantees…

_ Business travellers want to pre-book complementary local content and

services
Integrated Partners

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• Integrated Partners offers a unique and easy‐
to‐use solution to integrate a wide
complementary range of fully optimised
global and local content with trusted partners
using the Airlines front office of your choice.
How Integrated Partners works

265ced1609a17cf1a5979880a2ad364653895ae8
• Integration framework
External providers
allowing external
content or services to be
integrated into Airlines
solutions
• Seamless integration of
provider web page in
Airlines solutions — data
exchange
• Display of external web Integrated Partners
pages from Airlines
solutions, without having
to launch another
browser session —one
UI
• Cross‐channel: content
available at the same
time in several Airlines Airlines Airlines Selling Airlines e-Travel
interfaces e-Power Platform Connect Management

*Integrated Partners icons displayed solely for illustration purpose – not exhaustive list of content
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Benefits of Integrated Partners

Benefits Of Integrated Partners

Key benefits for Travel Agencies & TMCs

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• Increase revenues with value added commissionable content

_ Optimise workflows and drive cost savings with

fully automated process, real time updates and
seamless PNR integration

_ Improve visibility of traveller bookings and post

booking requests

_ Enhance customer service for better customer

satisfaction and retention
 Key benefits for Corporations

265ced1609a17cf1a5979880a2ad364653895ae8
_ Deliver relevant _ Enforce corporate • Reduce time to book full _ Save traveller time
complementary travel policies and business itinerary at destination
content to travellers negotiated rates

_ Provide financial and

_ Drive self-booking _ Enhance traveller _ Improve
traveller security with
tool adoption experience management of
preferred partner
provider costs
selection
 265ced1609a17cf1a5979880a2ad364653895ae8

Overview

Overview
 Relevant travel content and rates

265ced1609a17cf1a5979880a2ad364653895ae8
• Make operational savings with
faster, smoother access to
advanced global and local
content complementing the
Airlines offer
• Including taxis, airport shuttles,
parking, hotels and rail.

• Apply corporate travel policies

and negotiated rates
• Increase revenues with value‐
added commissionable
content and mark‐ups
Integrated technology
• Perform real time bookings

265ced1609a17cf1a5979880a2ad364653895ae8
• seamless PNR interaction.

• Improve post travel administration

• thanks to the inclusion of “other” segment in the PNR

• Combine partners easily into your existing workflow,

• fast and simple activation
• mid and back‐office integration
 Content and convenience

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• Pre‐trip
• simple search, booking,
retrieval and cancellation of
content
• no change to the booking
flow and a single‐trip
itinerary
• encourages self‐booking
tool adoption

• In‐trip
• reliable pre‐booked, pre‐
paid content and services*

• Post‐trip
• expenses and claims
 Financial and traveller security

265ced1609a17cf1a5979880a2ad364653895ae8
• Guaranteed financial and traveller security with the selection of only preferred providers
• Improved visibility on bookings and expenses and better managed provider costs thanks to
simplified global monthly billing
 Booking an Integrated Partner

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1 4

The external provider’s booking tool is accessed The information is saved in the PNR and displayed
from an Airlines front-office solution together with the other segments

2 3

A booking is completed on the integrated The booking is recorded in the external provider’s
external booking tool system
 265ced1609a17cf1a5979880a2ad364653895ae8

Pricing, activation and support

Pricing, Activation And Support

Pricing

265ced1609a17cf1a5979880a2ad364653895ae8
Corporation
• Between Corporation and Airlines
• Amadeus offers Integrated Partners free of charge to
Corporations, Airlines travel agencies. And TMC
Travel
Management
Company

Integrated _ Between Airlines and Integrated Partner

Partner
• Service fees: One-off integration fee and
yearly support
• Commission fee: charged per booking or
revenue share

_ Between Corporation and Integrated Partner

Corporation
Integrated • Individual commercial agreement between the
Partner corporation or TMC and the Integrated
Travel
Management Partner.
Company
Activation & Support process

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• Pre‐requisite: agreement Airlines / Integrated Partner signed
• Activation is done on customer request only

_ To activate a new customer:

• Corporation signs contract with the Integrated
Partner
• Corporation sends activation request to Amadeus
• Airlines Integration team activates partner content

_ Support
• Integration supported by Airlines Service
Management Center