航空客貨運(yùn)輸民航旅客運(yùn)輸總結(jié)

1、民航旅客運(yùn)輸民航旅客運(yùn)輸?shù)陌l(fā)展歷史 初級階段 （1903-1950） 發(fā)展階段 （1950-1970） 放松管制階段 （1970-1990） 開放天空階段 （1990- ）民航旅客運(yùn)輸?shù)陌l(fā)展趨勢客運(yùn)飛機(jī)的性能將不斷提高客運(yùn)信息化程度將日益加深民航客運(yùn)市場的專業(yè)化分工、合作、競爭和重組的趨勢日益明顯民航旅客運(yùn)輸管理市場收益服務(wù)市場旅客地域航線6了解顧客的需求市場定位市場分析乘客中75%是外國人，在新加坡這個旅游業(yè)和服務(wù)業(yè)發(fā)達(dá)的國家，新航抓住本地的特點(diǎn)，發(fā)展模式上采取中轉(zhuǎn)聯(lián)乘，使利潤得到提高。由于新航提供的最優(yōu)質(zhì)、最高端的客運(yùn)服務(wù)與票價掛鉤，所以新航的票價在世界各大航空公司中屬于偏高，基本與法航相

2、同。信息來源有很多，包括對新加坡航空10%航班的乘客進(jìn)行隨機(jī)抽樣；同時新航還通過員工意見反饋、其他航空公司的信息、乘客的意見分析，以及主要旅客群調(diào)查和研究，來產(chǎn)生新的服務(wù)創(chuàng)意。以新航為例銷售渠道直銷渠道分銷渠道一類空運(yùn)銷售代理業(yè)，經(jīng)營國際航線或者香港、澳門、臺灣地區(qū)航線的民用航空運(yùn)輸銷售代理業(yè)務(wù)。二類空運(yùn)銷售代理業(yè)，經(jīng)營國內(nèi)航線除香港、澳門、臺灣地區(qū)航線外的民用航空運(yùn)輸銷售代理業(yè)務(wù)。航空客運(yùn)代理人： 是指受民用航空運(yùn)輸企業(yè)委托，在約定的授權(quán)范圍內(nèi)，以委托人名義代為處理航空旅客運(yùn)輸銷售及其相關(guān)業(yè)務(wù)的營利性企業(yè)。收益航線分析票價制度成本效益服務(wù)機(jī)場航空公司大韓的客艙服務(wù) A380最少座位（555與

3、407）舒適的座艙7/20/202219701980199120012007提供可選擇餐食、免費(fèi)飲料和免費(fèi)耳機(jī)服務(wù)第一班新加坡至吉隆坡之間的“無煙班機(jī)”全球衛(wèi)星通訊服務(wù)和常規(guī)的空中傳真服務(wù)首次推出空中上網(wǎng)服務(wù)率先推出超越頭等艙的服務(wù)空中豪華套房新航服務(wù)發(fā)展對于民航旅客運(yùn)輸，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年中國民航采用自助值機(jī)渠道辦理值機(jī)的旅客量達(dá)到5100萬人次。2012年中航信年報幾組數(shù)字2、2012年中國民航國內(nèi)航線完成旅客吞吐約6.2億人次。民航局2012年機(jī)場生產(chǎn)統(tǒng)計(jì)公報1/6 1、2012年CUSS系統(tǒng)在超過90家機(jī)場使用，其中境外14家；網(wǎng)上值機(jī)服務(wù)在近160個境內(nèi)外機(jī)場開通，其中境外30 家，境內(nèi)約130家。幾組數(shù)字2、2012年中國境內(nèi)開通定期航班通航的機(jī)場有180個

42、。民航局2012年機(jī)場生產(chǎn)統(tǒng)計(jì)公報42%72%分析一： 巨大的數(shù)字基數(shù)2012年民航機(jī)場生產(chǎn)統(tǒng)計(jì)公報經(jīng)濟(jì)之聲報道，中國航信2012年機(jī)場和互聯(lián)網(wǎng)自助系統(tǒng)處理旅客超5000萬人次，相當(dāng)于在不新建基礎(chǔ)設(shè)施投資的情況下，每年為國家新增一個廣州機(jī)場候機(jī)樓。 51,000,000航空公司國內(nèi)自助服務(wù)旅客比例走勢(2007-2013)分析二： 發(fā)展速度迅猛國航旅客全比例達(dá)到 26.5%，已是國內(nèi)最高，覆蓋最廣分析三： 與頂尖航空公司還有差距IATA Fast Travel WG22 MADSeptember 5th, 20121988: 史基浦機(jī)場傳統(tǒng)值機(jī)One-step common bag dropSeptember 5th, 20122006: 在史基浦機(jī)場推出荷航自助值機(jī)亭One-step common bag dropSeptember 5th, 20122010:在史基浦機(jī)場推出荷航行李自助托運(yùn)設(shè)備One-step com