The document discusses the future of customer experience in commercial aviation. It envisions a highly personalized experience for passengers from check-in through arrival where an AI assistant uses the passenger's biometric, social, travel and purchase data to provide customized recommendations, navigation assistance, group awareness and shopping/entertainment options. Key technologies enabling this vision include universal digital identity, biometrics, IoT sensors, augmented reality, blockchain and high-speed in-flight internet. The goal is to make the airport and travel experience more seamless, efficient and tailored to each passenger's individual needs and preferences.

1. The Future of
Customer Experience
in Commercial Aviation
Jorge Fonseca
IT Solutions Architect, Entrepreneur
MSc, MBA, CGEIT, PMP, CSM
Image: 2017 Passenger IT Trends Survey, by SITA

2. Online check-in
Universal Service Network
 Public Profile
 Devices & Tokens
 Biometric Data
 Social Profile
 Health - Fitness
 Medical Notes
 Travel Plans
 Entertainment
Assistants 
eCommerce 
Services 
Identity 
Big Data 
Blockchain 

3. Airport Check-in
Any-token Authentication
• Face Biometry, Passport, EU ID Card.
• Active NFC Devices: Smartphone, Watch, Wearables.
• Passive EMVRFID: Credit Card, Passive Phone Tag.
Airline independent
• Airport All-Service Gate for seamless experience.
Next best action advice
• Print QR Code ticket now for security gates.
• Print labels now for self-service bag drop.
• You’re late, security queue 40m, buy priority lane.
• Follow the yellow brick road for 10’ until stop #21.

4. • Seamless Any-token Authentication
Self-service bag drop kiosks recognize any of the user’s
tokens registered at airport check-in, ex. biometric data.
• RFID Tags
Tracking and alerting of bag location in-transit.
Estimated time for picking it up at the destination.
• GPS-enabled Tags
Tracking bags outside the airport’s premises.
Self-service Bag Drop

5. Passing Security
Quicker A.I. bag scanning
• 3D image scanning of bags.
• Fully automated A.I. analysis of images.
Non intrusive A.I. body scanning
• Proximity scanning for metals and chemicals.
• Body language and vital signs analysis by AI.
• Readings started when I entered the airport.

6. Duty Free Shopping
Pay with any token and A.I.
• My Personal Assistant confirms my identity.
• My P.A. will call me or just pop-up in the till.
• My P.A. will look for help if I’m not myself.
Pick-up where it suits me
• A.I. assisted micro logistics within airport.
• Inventory allocation on airport of arrival.

7. On the move
Personalised augmented reality
• Points to my missing mom inside the ladies room.
• Finds the stores that are selling my to-buy items.
• Shows “Hurry Up” on my route if it thinks I’ll be late.
Follow me with geofencing
• Knows where I am, where I need to go, and when.
• Reminds me when I leave my hand luggage behind.
• Keeps me from inadvertently going the wrong way.
Bio recognition 
Device tracking 
My travel plans 
My flight status 
Airport hazards 

8. Stopping for Information
Personalised location-aware kiosks
• Hands-free proximity-activated display of my flight and directions, in my language.
• List of possible best actions, based on where I am at that moment in time.
• Walking estimations based on my health, my medical conditions and the group I’m in.
• Friendly advice for anxiety levels inferred from my body language and IoT readings.
Impulsive sales I care about

9. Restaurants on the way will…
• Know my preferences and allergies.
• Choose a table near people that match me.
• Limit the menu to my flight time.
• Let me customise and visualise my order.
• Let me walk out and pay later.

10. Prepare my flight
• Pre-order food and beverages
• Buy & upload personal movie selection
• See social profiles onboard
• Buy a seat swap
Prepare my landing
• Book cars, hotels, shows, etc.
• Buy locker & lounge at arrival
• Buy airport transfer to hotel
• Buy duty free gifts to pick-up
• Print tickets and reservations
• Plan for transit at airport
Shopping while waiting at Gate
Prepare my departure
• Wrong-gate detection
• Buy priority boarding
• Pre-pay extra bags, weight or size

11. Personalised and faster boarding
SEAT PAX PNR STATUS
30A J.F. TG20VZZ BOARDED
29D A.T. EVHFVGS CALLING
29E P.T. EVHFVGS CALLING
29F S.T. EVHFVGS CALLING
27A A.C. AZ86834 STANDBY
25F P.D. EV4235T WAIT
Offline data upload
Personalised
seat experience
• Passenger presence awareness
• Group awareness
• Push notifications

12. High speed internet connected flight
Satellites + ground antennas
• Prepare my landing & transfer
• Shopping to collect on arrival
• Delayed landing management
• Disruption management
Li-Fi (light based) on seat vs Wi-Fi
• No interference with the airplane
• Use my devices to connect to the world
• Online streaming entertainment
• High resolution multi-seat games

13. Arrival Airport
Security  Collect Bags and Shopping  Transfer
Reservations 
My travel plans 
My flight status 
Group info 
Current movie 
Entertainment 
Passenger mood 
Traffic hazards 
Collect:
Bags
Departure shopping
On-flight shopping
Printed tickets
& Reservations

14. Jorge Fonseca
linkedin.com/in/jorgefonseca
Enterprise Cloud Computing conference
Victoria Park Plaza Hotel, London UK
26 September 2018
Version 1.1
The digital videos and images of this presentation are used as real examples of the
technology and should be credited to the companies that built the systems and processes referred.
This content was produced from a personal point of view and has no voluntary association with any airline, airport or brand.
Thank you

15. Appendix 1 – The author
Jorge has 16 years of experience in IT, a passion sparked by Spectrum coding exercises at 8 years old that
later developed into a customer-focused Entrepreneur, Solutions Architect, Master in IT, MBA in Enterprise
Management and international Project Manager.
Having previously worked for Oracle, Deloitte, Danone and OutSystems, as well for the governments of
Portugal, Brazil and the European Union, for the last two years he’s been helping easyJet to roll out the
largest IT transformation programme in easyJet’s history, aiming to improve business agility, reduce time-
to-market and engage in a truly customer-centric experience.

16. Appendix 2 – Synopsis
In an age of GDPR, fuelled by the Cambridge Analytica-Facebook scandal and Edward Snowden's NSA revelations,
Google has managed to pass by almost unnoticed when it clarified in 2014 that was scanning Gmail messages since
2004, and not even the recent confirmation that it's allowing access to third-party developers seems to be troubling
Google Services’ users.
But what if a person's data could be genuinely owned, controlled and shareable at will by the person itself? Will new
generations keep it secret? Or will they share their data for their greater self-benefit?
And if it becomes a consensus that Organisms are Algorithms, will we accept our AI Assistants to give us friendly advice
based on our biometric mood recognition, physical location awareness and scanned personal plans? Or will we be
comfortable to inadvertently be guided by our caring AI Assistants to socially interact with someone whose social-profile
matches ours within a proximity range?
We'll embark on a journey as a next-generation airline passenger from the departure airport up to our final destination,
easily authorising our A.I. Personal Assistant to negotiate, pay, and share our blockchain-protected data with the
Airport's and Airline's IoT services via NFC and RFID tokens. In return, we will benefit from a rich, personalised, customer-
centric, location-aware, socially-integrated, and device-independent experience, throughout the complexity of the entire
journey, on the ground and in the air.