In this issue we explore the PASSME personalised device and app. ICCS, with TUD, UNOTT and NLR, are leading research on the fourth PASSME breakthrough: a personalised device and smartphone application that will provide passengers with personalised information in order to make their journey more seamless and less stressful. Research on the passenger personal system definition has been completed, and the passenger personal system and smartphone app is due for completion before the end of the summer.
We asked software engineer Konstantinos Koutsopoulos for his thoughts on PASSME developments in technology, as well as his views on the most important challenges and changes in aviation and technology. Read the interview below.
Since the last issue, PASSME attended the Passenger Terminal Expo in Amsterdam in March, where we also held a Community of Practice (CoP) meeting. PASSME partners presented at various industry events and you can find short summaries below.
PASSME will be focussing on Breakthrough 2; a passenger independent system for managing luggage flows, during the summer. We will host a “Baggage Summit” at Future Travel Experience (FTE) in Dublin in June. Our next CoP meeting will take place during FTE and will take a closer look at the PASSME luggage system. The PASSME luggage model research report will also be completed during the summer and we will report on that in the next newsletter.
We hope that you enjoy this newsletter. Please stay in touch through the website www.passme.eu and follow the project’s Twitter account @PASSME_EU. You can also find all the presentations from our events and CoP meetings on Slideshare and LinkedIn.
Sicco Santema PASSME Scientific Coordinator
PASSME innovations and breakthroughs aim to reduce passenger travel time, from entering the airport of departure to leaving the arrival airport, by 60 minutes. Travelling by air can be a stressful experience for passengers; previous studies within Heathrow Airport found that passengers’ heart rate increased from 55 beats per minute to 70 per minute, as well as increased blood pressure, especially during check-in and security clearance and due to misinformation, unfriendly staff and long queuing.
The PASSME innovation: greater personalisation PASSME partners ICCS, TUD, UNOTT and NLR are developing a personalised system based on a mobile device and app, which will assist passengers in navigating their way through the airport, and help them to make their journey as stress-free and enjoyable as possible. The first task is the passenger personal system definition, which aims to define what is meant by passenger-centric technology and to identify the best technologies to use for personalised, passenger-centric features.
Technology Research Within the first six months of PASSME a market survey took place regarding two main categories: a) available off-the-shelf technology, able to support PASSME personal device implementation in terms of sensors, connectivity, usability, cost and un-obtrusiveness. b) available mobile applications, their features, availability and ease of use.
The team found that the best type of device for PASSME is one that’s light enough to be carried by passengers at all times and that allows for personal customisation – the two device types that support this are smartphones and tablets.
Central to the PASSME personalised device and app are sensors, required to capture and monitor key information unique to each passenger who uses the device, such as blood pressure and temperature – crucial for reading passenger mood and stress levels.
Based on market research from 2015, the app will be developed for Android and IOS systems which have a 66% and 32% share of the global market respectively.
Figure 1 Scientamobile Mobile Overview Report July-September 2015 - Link
Wearable devices provide functions such as optical Heart-rate monitor and skin temperature sensors which will assist in the PASSME goals of detecting and reducing passenger stress. Market research also identified the wearable technology market as a rapidly growing market among consumers. The PASSME research found that there are standard features and functions of airport apps which the PASSME app aims to support, including: • departure / arrival flight schedules; • parking information; • and airport maps. PASSME however aims to go beyond these functions, by providing assistance to passengers based on their emotional state, as well as passenger-number forecasts in airports: • Security wait times will be estimated based on the PASSME passenger forecast system • Time estimation to in-airport destination • Suggestions, such as whether to ‘hurry up’ or ‘relax’ in an area based on the passenger’s psychological state, waiting times forecast and queue-length.
The smartphone app will integrate with the PASSME Passenger Demand Forecast System to support efficient and effective options to passengers to enhance their travel experience within the airport and speed up their travel processes. The personalised device and app will allow information to be exchanged between the airport and the passenger, allowing them to make informed decisions. In the passenger journey stress chart (see Figure below) it is clear that most stressful moments at the airport are: check-in, security, boarding gates, connections, luggage reclaim, disembarking areas and border control. Queues in the passenger-centric operations tend to be stress areas that cause delays (unnecessary travel time) in the passenger journey. Most of the applications address specific parts of the stress chart e.g. boarding gates information, check-in information, while none of the applications are informed of the actual state of the passenger. PASSME will develop an application, which will cover all the stress areas of a passenger’s journey, keeping him/her informed of the current state of the different touch points, while taking into account the actual psychological state of the passenger.
Figure 2ACI Europe Guidelines for Passenger Services at European Airports - Link
For more information on the PASSME personalised system definition, please see the PASSME research report here. The next step for the PASSME personalised device team is the completion of the PASSME passenger system and smartphone app. Make sure to follow all our communications channels for updates.
PASSME spoke to Kostas Koutsopoulos, a Software Engineer based in Athens. Kostas works for Creative Systems Engineering, who are a member of the DORA project consortium. We asked Kostas for his thoughts on the most important developments and trends in aviation technology.
What is your background and experience in software development / aviation industry? I have worked in several software projects over the last twenty years. I would say that I have been involved in all possible levels of programming, starting from microcontrollers and embedded software, up to user interfaces and recently in smart watches. Due to my involvement in the DORA project I have been also close to the aviation industry from the perspective of airport procedures.
What is the biggest change in personal technology as it relates to air travel trends over the past decade? The automation we have witnessed with respect to air travel procedures has signalled the beginning of a new era. Starting from ticket selection, check-in and customisation of flight options to notifications a few minutes before boarding through smartphone apps seems ordinary nowadays, but it is a huge change in comparison with the situation 10 to 15 years ago. Additionally, connectivity while travelling, which is also evolving will make way for further innovations as well, as it will allow for the establishment of new business and leisure patterns.
What is the biggest challenge for aviation regarding personal technology and apps? I think that connectivity during flights and all the app based trends that will follow is the current challenge for the following years. Considering user comfort during a flight and the value wearable devices can add in this respect, either for allowing better stress management or timely reaction to potential body strains, poses a significant challenge with respect to the usage of short range wireless technologies during flight.
Finally, as a longer term evolution I may dare to say that app based user involvement in ad-hoc arrangements for better flight utilisation and occupancy may give both travellers and carriers the possibility to establish new trends for the benefit of both. For example, it will allow a passenger to take advantage of an earlier flight when there is space in the plane with no need to wait for the originally planned one.
What is the best innovation you have seen in the use of personal technology in passenger air travel? Well, apart from PASSME and DORA apps, considering that boarding pass management practices are already well established, I would say that use of personal devices with plane based entertainment and information systems is one case.
Finally, what comments do you have on PASSME work to reduce airport travel time by 60 minutes, especially in relation to personal technology? Regarding personal technology, I think that in general PASSME provides a very good example that engages users with the concept of being well informed of their actual stress levels in correlation with the actual facts and situation, since this is something we tend to neglect and sometimes we overreact without particular necessity. Driving user attitude on the basis of a highly personalised profile seems to be efficiently handled by the PASSME platform that may allow also allow better planning of airport services due to forecasting capabilities.
On the other hand, the luggage management system is highly interesting; since luggage handling is something that is considerably affecting travel time in several ways such as scheduling of the arrival to the airport, boarding and leaving the plane and luggage collection.
PASSME partners joined fellow aviation experts at the RAI Amsterdam during the Passenger Terminal Expo, for the second PASSME Community of Practice meeting. The aim of the meeting was to share PASSME developments with industry experts, in order to ensure that PASSME breakthroughs are relevant to industry needs. The four PASSME breakthroughs are:
· Real-time passenger-centric forecast system
· Redesigned passenger-centric airport and aircraft interiors
· Personalised device and smartphone app
· Passenger independent system for luggage
Real-time passenger-centric forecast system
Ronald Grossman of PASSME partner NLR presented some of the big challenges to air travel from the passenger perspective, highlighting issues such as complex airport layouts, long queues and multiple processes. He also presented the features of an ideal passenger experience and an ideal airline service.
The passenger-centric forecast system highlights the interdependence of all four of the breakthroughs, involving managing staffing capacity, allowing passengers more freedom and ultimately reducing stress for passengers.
Redesigned passenger-centric airport and aircraft interiors
AlmaDesign presented the redesigned passenger-centric airport and aircraft interiors breakthrough. This allows for more intuitive and people-friendly interior design in both the airport and the aircraft.
André Castro, who represented Alma at the CoP meeting, pointed to how the redesigns would be explored via prototypes, such as through virtual reality for simulations to develop better security, and a passenger lounge prototype to determine the optimum passenger experiences in lounges.
Personalised device and smartphone app
Fay Misichroni from ICCS presented the developing PASSME personalised device and smartphone app.
Although two components are involved, they will synchronise seamlessly for a personalised passenger experience. The app and device will function via sensors and airport localisation data. Anonymised user information will be integrated with the passenger forecast system to provide users with information on expected waiting times at security, for example, in order to allow them make informed decisions.
Passenger independent system for luggage
The final breakthrough presentation focused on the passenger independent luggage system, presented by Charlotte van Eijsden (KLM) and Katinka Bergema (TUDelft). The objective of this breakthrough is to reduce unwanted air travel time due to luggage by 30 minutes.
Charlotte and Katinka presented research on removing baggage from the equation altogether via a collection and delivery service, as well as baggage reclaim where a system is in place to automatically provide passengers’ luggage on request.
"Luggage as a service" was also presented, where organisations could provide a compartmentalised service for luggage collection and delivery. This involves luggage tracking, physical and virtual shopping options to add to the main luggage and a separate travel route for luggage.
Our next CoP meeting will take place at the Future Travel Experience in Dublin, June 2017. Check back in for more information in the coming weeks.
For the latest PASSME updates, check out our Twitter: @PASSME_EU
Here is a summary of some of the recent project news articles featured on the PASSME website.
PASSME meets international design agency, Mijksenaar During the Passenger Terminal Expo in Amsterdam, March 2017, PASSME partner Christine De Lille, Assistant Professor of user-centred design of business at TUDelft met with the team at Mijksenaar design agency in their Amsterdam office and presented the PASSME project.
PASSME: 'Baggage as a service' During the Passenger Terminal Expo in Amsterdam last month, PASSME partner Katinka Bergema of TUDelft and Ad Rutten, owner of Ocean Management Solutions presented the passenger baggage as a service concept, as part of the PASSME project.
CCA is the leading authority on customer contact strategies & operations. The 2017 annual convention will feature the CCA Excellence Awards, where teams and individuals who have achieved extraordinary success or shown extraordinary leadership, passion and… > Read more
The Future Travel Experience (FTE) Asia Expo is Asia's largest free-to-attend passenger experience expo, with this year's expo expecting to attract attendance of over 2,500. This will mark FTE's seventh event in Asia and will be a key business platform for… > Read more
IATA, the International Air Transport Association, will launch their annual AirportIS Forum for 2017 on Wednesday, 27 September in Barcelona, Spain, immediately following the World Routes Development Forum. Aimed specifically at an airport audience from the… > Read more
The World Routes Development Forum is a global meeting point for aviation stakeholders. The event focuses on providing the best platform to facilitate the discussions and planning for route development. Over 3000 delegates are expected to attend, representing… > Read more