1. “The whole is greater than the sum of its parts”
Aristotle
Lloyd Gozzett
Airport Technology Leader
(Former Manager of Airport and Airline IT Operations,
Emirates)

2. “THE WHOLE IS GREATER THAN THE SUM OF
ITS PARTS”
How can Airport and Airline Technology Managers
Collaborate to Improve Customer Experience and
Efficiency of the Passenger Journey?
Lloyd Gozzett – Aviation Technology Leader
© Lloyd D Gozzett. All rights reserved.
lloyd.gozzett@gmail.com +44 7957 77 52 92

3. Industry background
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•
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Airport and Airline Technology Manager
Large Airports across UK and Middle East
Missions critical pax facing technology
Accountable for Airport technology on behalf
of Emirates at DXB and network
• Opening of Concourse A – world’s first
dedicated A380 terminal
© Lloyd D Gozzett. All rights reserved.
lloyd.gozzett@gmail.com +44 7957 77 52 92

4. Industry outlook
• Substantial growth
• +30% or +800m pax by 2016
• Aircraft orders up
• 55% - 2011 v’s 2013 at DXB airshow
• Larger planes
• A350, A380, 777X
• … is Airport capacity growing at the same rate?
© Lloyd D Gozzett. All rights reserved.
lloyd.gozzett@gmail.com +44 7957 77 52 92

5. Aviation Technology Today
•
•
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Mature suite of products
Varying levels of differentiation
Customer has a great choice of solutions
…. it’s a good place to be
© Lloyd D Gozzett. All rights reserved.
lloyd.gozzett@gmail.com +44 7957 77 52 92

6. Challenges
• Airport & Airline Technology investment,
typically
• Costs money
• Takes time
And in the meantime the industry continues to
grow…
© Lloyd D Gozzett. All rights reserved.
lloyd.gozzett@gmail.com +44 7957 77 52 92

7. So what with Aristotle..
• Nearly 20 years since the arrival of the first
SSK
• .. the answer lies over 2000 years ago
DATA EXCHANGE
DATA FUSION
© Lloyd D Gozzett. All rights reserved.
lloyd.gozzett@gmail.com +44 7957 77 52 92

8. Key benefits
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•
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Improved airport planning
Improved airline decision making
Improved passenger experience
Airport and Airline differentiation
© Lloyd D Gozzett. All rights reserved.
lloyd.gozzett@gmail.com +44 7957 77 52 92

9. Data Exchange Model
Airlines
Departing PAX loads
Check-in status
Airport
Terminal Congestion Forecast /
Queue metrics
Security Clearance Demand /
Capacity
Arriving PAX loads
Baggage reclaim allocation
Transferring PAX v’s Immigration
Clearance
Transfers / Border control process
times
Bag / Pax ratio’s
Forecourt Congestion
Passenger Tracking
Passenger tracking
© Lloyd D Gozzett. All rights reserved.
lloyd.gozzett@gmail.com +44 7957 77 52 92

10. Real life applications…
Late to Gate
• Predict to within 80% accuracy if a passenger
is likely to be late to gate…
• 20 – 30 data points
• Monitor across the pax journey and provide
assistance as required
• Benefits to all parties
• OTP, Customer Service, Congestion, Waste
© Lloyd D Gozzett. All rights reserved.
lloyd.gozzett@gmail.com +44 7957 77 52 92

11. Real life applications…
Border control and clearance
• Accurate pax loads
• Connecting / non connecting loads
• Passport profile
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Accurate ATA
Accurate On Chox / VTT / Doors Open
Stand location
Offload times / airport transit times
© Lloyd D Gozzett. All rights reserved.
lloyd.gozzett@gmail.com +44 7957 77 52 92

12. Real life applications…
Passenger Tracking
• Monitoring and sharing passenger transition
through various touch points
• Arrival, Check-in, Security, Lounge, Gate
• Communicating with passenger via mobile apps,
SMS, social media, airline/airport staff
• Benefits to all parties
• OTP, Customer Service, Retailing, Personalisation
© Lloyd D Gozzett. All rights reserved.
lloyd.gozzett@gmail.com +44 7957 77 52 92

13. Creating an environment for
collaboration
• Ensure the organisation has correct structure
• Business Technology Relationship Management
• Have the right people in these roles
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Airport and Airline Operational knowledge
Technology Leadership
Relationship Management
Problem solvers
Innovators
• Promote formal and informal forums for collaboration
and innovation
• Test, trial and learn together – builds trust and
understanding
© Lloyd D Gozzett. All rights reserved.
lloyd.gozzett@gmail.com +44 7957 77 52 92

14. TEAM
FUSE
DATA
SHARE
1+1=3
© Lloyd D Gozzett. All rights reserved.
ACT
lloyd.gozzett@gmail.com +44 7957 77 52 92