6.5.2013
Innovations at Munich Airport
Case Study:
InfoGate as multifunctional
customer interaction system
Agenda
1. Reasons for change
© Flughafen München
2. InfoGate Features
3. InfoGate Counter
4. InfoGate Interactive and
Digital Signage
18 July 2011
5. InfoGate Center
6. Operational Aspects & Facts
7. Scope of application
Munich Airport
Trends & Drivers
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 Aviation Business at Munich Airport
continous to grow
 Passenger figures 2012: 38,4 Mio. PAX
18 July 2011
 Non-Aviation Business at Munich
Airport:
 130 Shops
 50 Restaurants and Bars
 34.000 parking lots
Munich Airport – Interesting Figures
18 July 2011
© Flughafen München
Passenger Volume 2012 Top Ten Airports in Europe
 Munich Airport is the 7th
biggest in Europe
Skytrax-Ranking 2012
1
Changi (Singapore)
2
Incheon (Seoul)
3
Amsterdam Schiphol
4
Hongkong
5
Peking Capital
6
Munich
7
Zurich
8
Vancouver
9
Tokio Haneda
10
London Heathrow
18 July 2011
© Flughafen München
1. Reasons for change
focus 1: enhance customer information all over the
passenger handling area!
• better coverage of “remote areas”
• better presence during
peak hours
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© Flughafen München
1. Reasons for change
focus 2: ban stand alone sign posts as they conflict
with
• free passenger circulation
• escape way regulations
• Interfere with floor cleaning
18 July 2011
© Flughafen München
1. Reasons for change
focus 3: Animate passengers to go shopping!
• Overview over all shops and
restaurants
• Wayguiding incl. walking- and waitingtime
2. InfoGate Features
18 July 2011
© Flughafen München
InfoGate is a multifunctional information and routing
system, providing a wide range of functions and in a
highly cost efficient way.
InfoGate Counter
InfoGate Interactive +
InfoGate Digital Signage
InfoGate Center
3. InfoGate Counter
Intelligent direct customer interaction - 24 hrs a day!
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• Multi-language
selection panel
18 July 2011
• Face to face
communication
=> via a large HD screen
• Touch screen
technology on the desk
3. InfoGate Counter
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Helps and assists in way finding - 24 hrs a day!
• Navigation based on a user ID
(boarding pass, credit card or
any bar code)
• ID readers: RFID, scanner,
magnetic stripe reader
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• Card dispenser (InfoGate Card)
• Colour-Printer
5. InfoGate Center
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Location-independent personal
passenger service
• “Live” pictures of InfoGate agents
are produced and are shown in lifesize on large display at the InfoGate
Counter
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• The InfoGate agent sees customer
and the documents
• The agent is able to highlight and to
print documents
5. InfoGate Center
Location-independent personal
passenger service
18 July 2011
© Flughafen München
• language profile for all agents
• monitors around the agents
workplace cater for immediate
information selection
• agents can also see current
passenger queues at all different
InfoGate Counters
3. InfoGate Counter
18 July 2011
© Flughafen München
Intelligent direct customer interaction - 24 hrs a day!
• Routing with animated map
plus textual description
• Route info can be printed or
saved along with any ID
• Route can be checked at
every InfoGate Counter
or Interactive along the way
• Eye-catching trailers are on
display, when counter is not in use
4. InfoGate Interactive and Digital Signage
Interactive touch screen system
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• routing to any point of interest
• individual animated way guiding
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• time management from Interactive
to final destination (i.e. to any gate
or retail unit)
• identification with personal ID
(magnetic stripe card, boarding
pass, …)
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© Flughafen München
4. InfoGate Interactive and Digital Signage
• tracking (anonymous profiling of shopping behavior)
• most wanted POIs per location
• position of passengers…)
200
180
160
140
120
Mc Donalds
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Unlimited possibilities
100
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60
40
20
0
Mc Donalds
80
4. InfoGate Interactive and Digital Signage
Digital Signage
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• advertising (shops, services etc.)
• trailers and static
content
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• playlist-based
user information
(e.g. at special events)
4. InfoGate Interactive and Digital Signage
InfoGate locations in Terminal 1 & MAC
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T1, level 04, departure & arrival
E
i
D
i
C
i
B
i
A
T 1, level 03, passenger tunnel
E
D
C
B
A
18 July 2011
MünchenAirport Center , Level 03
i
i
staffed information desks
InfoGate Counter
InfoGate Interactive &
Digital Signage Posts
6. Operational Aspects & Facts
© Flughafen München
• March 2011: launch of the InfoGate system in terminal 1
6 IG Counter, 17 IG Interactive & Digital Signage totems
• iPhone®- Touch & Feel
• Advantages:
improvement of the service
face-to-face assistance
multilingual
synergies regarding human resources
creation of a new advertising platform
18 July 2011
• Good Design Award 2011
• June 2012: Rollout to Bus Terminal in Ingolstadt and
Novotel Munich Airport
• July/August 2012: rollout in Terminal 2 (another 6 IG Counter and 10
Interactive & Digital Signage totems)
6. Operational Aspects & Facts
• iG Interactive / approx. 35.000 hits per month,
© Flughafen München
most wanted POI: Mc Donald’s;
• iG Counter / calls 10,000-18,000 per month
Interactive Users per Week 2012
9000
8250
74287524
8000
6928
7000
6000
5000
53255471
5029
4946
4813
4716
4735
46024661
454746464561
43994428
43444273
4286
4206
4110
39824120
3872
4000
3000
2000
0
07.2012
08.2012
09.2012
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31.2012
32.2012
18 July 2011
1000
InfoGate as a Non-Aviation platform
Totems
Web/Mobile
Platform
© Flughafen München
InfoGate Central Services
18 July 2011
Data
Interface
5/2/2013
WEB
Interface
7. Scope of application
InfoGate has a vast range of potential applications
• Support along the travel chain:
© Flughafen München
Airport, train stations, local public transport, car rental
• Hotels:
reception, reservation, rate information
• Visitor / guest guidance:
Major events, trade fairs, big companies,
public buildings, supermarket, hospitals
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•
Concierge service
• Access control