Airline Information Technology and Reservation Systems in Tourism

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Chapter 7
 
Aviation and Information Technology
 
Chapter 7 Learning Objectives
 
After studying this chapter you should be able to:
1.
Analyze the 
impact of IT 
on airlines and air travelers;
2.
Explain how 
airline reservation systems 
work and how
they connect with other information systems;
3.
Understand how information systems support
management decision making 
in airlines;
4.
Examine how information technologies are used by
airports
 to streamline the passenger experience; and
5.
Evaluate the present and future 
information technology
applications
 in airport operations.
 
Key Concepts
 
Airline reservation system (ARS)
Baggage handling system (BHS)
Customer relationship system (CRS)
Fare Quote System
Flight Information Display Systems (FIDS)
New Distribution Capability (NDC)
Passenger name record (PNR)
Passenger Service System (PSS)
Revenue management system (RMS)
Safety Management System (SMS)
 
 
4
 
Types of Airlines
 
5
 
T
R
A
V
E
L
 
I
N
T
E
R
M
E
D
I
A
R
I
E
S
 
G
L
O
B
A
L
 
D
I
S
T
R
I
B
U
T
I
O
N
 
S
Y
S
T
E
M
Availability: Schedules
Pricing: Fare Quotes & Rules
Distribution: Booking & Ticketing
 
A
I
R
L
I
N
E
 
R
E
S
E
R
V
A
T
I
O
N
 
S
Y
S
T
E
M
Schedules & Availability
Fare Quotes & Rules
Passenger Information
Ticketing
 
D
E
P
A
R
T
U
R
E
 
S
Y
S
T
E
M
S
Departure Control System
Gate Control
 
D
E
C
I
S
I
O
N
 
S
U
P
P
O
R
T
 
S
Y
S
T
E
M
S
Fleet Management
Schedule Optimization
Revenue Management
 
M
A
R
K
E
T
I
N
G
 
&
 
C
R
M
 
S
Y
S
T
E
M
S
Direct Bookings
Loyalty Programs
 
T
R
A
V
E
L
L
E
R
S
Business & Leisure
Groups
Frequent Flyers
Customer Service
Traditional Agents & OTAs
Travel Management Companies
Tour Operators & Wholesalers
 
I
N
 
F
L
I
G
H
T
 
T
E
C
H
N
O
L
O
G
I
E
S
Entertainment
Communications
Crew Support Systems
Flight Dispatch
Flight Operations Systems
 
FIGURE 7.1 
Key IT systems used by airlines
 
Airline Reservation Systems
 
Key Components:
1.
Flight schedules and availability: 
availability display
2.
Fare quotes and rules: 
fare quote system, fare rules, cabin
classes, booking codes, fare basis code
3.
Passenger information: 
passenger name record, record
locator, special service requests
4.
Electronic ticketing: 
e-ticket, boarding pass
 
 
7
 
Fleet Management Systems
 
8
 
Flight Scheduling Systems
 
Scheduling systems must be able to handle:
Strategic Goals
Route Network
Passenger Demand
Aircraft Type
Human Resources
Environmental & Safety Regulations
Airport Restrictions
Contingency Planning
 
9
 
Revenue Management Systems (RMS)
Capabilities
 
10
 
Departure Control Systems (DCS)
Capabilities
 
Check in
Boarding passes
Seat Allocation
Checked Baggage
Load Control
Passenger Identification
 
11
 
Denied Boarding
No shows and Standby
Passengers
Interline Connections
Interoperability
 
In-flight Technologies
 
Passengers
In flight entertainment (IFE) system
Geographic information system (GIS)
Communication systems
Crew
Tablets
Navigation, communication and flight logs
Point-of-sale devices
 
12
O
R
I
G
I
N
 
A
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P
O
R
T
T
R
A
N
S
I
T
D
E
S
T
I
N
A
T
I
O
N
 
FIGURE 7.2 
Stages of the Passenger Journey
 
Notification & offer to
book later flight if late
 
Directions
to terminal
 
Parking
availability
 
Automatic check in
upon entry to terminal
 
Automated
parking entry
 
F
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G
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R
E
 
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Check in Options
 
Online check-in
Self-service kiosks
Auto check in using geofencing and smartphones
Check in counters
 
15
 
Key Steps in Security Scanning
 
16
 
Pre-boarding technologies
 
Passengers
Flight information display systems (FIDS)
WiFi hotspots
Recharge stations
Mobile apps (e.g. airport navigation, GateGuru)
Airports
Business intelligence tools (passenger volumes, queues, dwell times)
Point-of-sale (POS) systems
Alerts and notifications
 
17
 
Arrival
 
Immigration databases (e.g. ‘No Fly List’)
e-passports
Scanners and cameras
Passenger Identification: biometrics systems and future
systems that will analyze walking gait, body language, heart
rhythms or DNA profiles to identify passengers
 
 
18
 
Baggage and Cargo Handling
 
Baggage handling systems (BHSs)
Bag tags with optical bar codes
Conveyer belts and robotic systems for sorting
Baggage tracking systems (e.g. Bagtrac)
Lost baggage systems (e.g. World Tracer)
Self-service bag drops
RFID bag tags and chips in luggage
 
19
 
Safety and Security Systems
 
Communications Systems
Navigation Systems
Surveillance Systems
Flight and Weather Information Systems
 
20
 
Environmental Management Systems (EMS)
 
21
 
Discussion Questions
 
1.
How will advances in smartphones and apps impact the marketing,
distribution and delivery of aviation products?
2.
Throughout this chapter we have identified a number of applications
allowing airlines and airports to track passengers by using signalling
technologies such as NFC, RFID and BLE embedded in baggage tags and
smartphones. What are the pros and cons of these applications? What
privacy or ethical issues might arise? How can airlines and airports
overcome these issues?
3.
Visit the FFP website for an airline you know. Look for information about
redeeming and earning FF points (miles). List all the ways in which
members can earn and redeem points. How does the technology on the
website support the FFP? What improvements would you like to see?
 
22
 
Discussion Questions
 
4.
By 2035 the global airline fleet is expected to be twice as large as in 2018
and by 2030 passenger numbers are expected to be double. How can
information technology help airlines and airports cope with the challenges
of this expected growth?
5.
Visit the website for Changi Airport in Singapore and browse through the
pages about terminal facilities and services. Note down examples requiring
use of information technology. What IT inspired airport services do you
expect to see in ten years?
6.
How might airports and airlines use new technologies such as augmented
reality, predictive analytics and the Internet of Things to streamline and
improve the passenger experience?
 
23
 
Useful Websites
 
24
 
Case Study
 SITA
 
Société Internationale de Télécommunications Aéronautiques
Formed in 1949 by a consortium of European & British airlines
Developed world’s first business packet switching network
Employs 4,700+ staff in over 200 countries
Key solutions include:
 
25
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Exploring the intersection of technology and tourism, this content delves into the impact of Information Technology on airlines and travelers. From airline reservation systems to management decision-making and airport operations, discover key concepts, types of airlines, and essential IT systems used in the aviation industry.


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  1. 3rdEdition Tourism Information Technology PIERRE J. BENCKENDORFF ZHENG XIANG PAULINE J. SHELDON

  2. Chapter 7 Aviation and Information Technology

  3. Chapter 7 Learning Objectives After studying this chapter you should be able to: 1. Analyze the impact of IT on airlines and air travelers; 2. Explain how airline reservation systems work and how they connect with other information systems; 3. Understand how information systems support management decision making in airlines; 4. Examine how information technologies are used by airports to streamline the passenger experience; and 5. Evaluate the present and future information technology applications in airport operations.

  4. Key Concepts Airline reservation system (ARS) Baggage handling system (BHS) Customer relationship system (CRS) Fare Quote System Flight Information Display Systems (FIDS) New Distribution Capability (NDC) Passenger name record (PNR) Passenger Service System (PSS) Revenue management system (RMS) Safety Management System (SMS) 4

  5. Types of Airlines Low Cost Carriers (LCCs) Commercial airlines National flag carriers Charter airlines Types of Airlines 5

  6. DECISION SUPPORT SYSTEMS AIRLINE RESERVATION SYSTEM DEPARTURE SYSTEMS Schedules & Availability Fleet Management Departure Control System Fare Quotes & Rules Schedule Optimization Gate Control Passenger Information Revenue Management Flight Dispatch Flight Operations Systems Ticketing MARKETING & CRM SYSTEMS TRAVEL INTERMEDIARIES GLOBAL DISTRIBUTION SYSTEM Direct Bookings Traditional Agents & OTAs Availability: Schedules Loyalty Programs Travel Management Companies Pricing: Fare Quotes & Rules Customer Service Tour Operators & Wholesalers Distribution: Booking & Ticketing TRAVELLERS IN FLIGHT TECHNOLOGIES Business & Leisure Entertainment Groups Communications Frequent Flyers Crew Support Systems FIGURE 7.1 Key IT systems used by airlines

  7. Airline Reservation Systems Key Components: 1. Flight schedules and availability: availability display 2. Fare quotes and rules: fare quote system, fare rules, cabin classes, booking codes, fare basis code 3. Passenger information: passenger name record, record locator, special service requests 4. Electronic ticketing: e-ticket, boarding pass 7

  8. Fleet Management Systems Fleet Maintenance Fleet Assignment Fleet Acquisition 8

  9. Flight Scheduling Systems Scheduling systems must be able to handle: Strategic Goals Route Network Passenger Demand Aircraft Type Human Resources Environmental & Safety Regulations Airport Restrictions Contingency Planning 9

  10. Revenue Management Systems (RMS) Capabilities Historical data Forecasting Modeling Decision support 10

  11. Departure Control Systems (DCS) Capabilities Check in Boarding passes Seat Allocation Checked Baggage Load Control Passenger Identification Denied Boarding No shows and Standby Passengers Interline Connections Interoperability 11

  12. In-flight Technologies Passengers In flight entertainment (IFE) system Geographic information system (GIS) Communication systems Crew Tablets Navigation, communication and flight logs Point-of-sale devices 12

  13. ORIGIN AIRPORT TRANSIT DESTINATION Pre- arrival Pre- Check in Security Boarding Stopover Arrival boarding FIGURE 7.2 Stages of the Passenger Journey

  14. Automated parking entry Automatic check in upon entry to terminal Parking availability Directions to terminal Notification & offer to book later flight if late FIGURE 7.3 Example of geofencing around an airport

  15. Check in Options Online check-in Self-service kiosks Auto check in using geofencing and smartphones Check in counters 15

  16. Key Steps in Security Scanning X-ray baggage screening Confirming traveler identity Body screening 16

  17. Pre-boarding technologies Passengers Flight information display systems (FIDS) WiFi hotspots Recharge stations Mobile apps (e.g. airport navigation, GateGuru) Airports Business intelligence tools (passenger volumes, queues, dwell times) Point-of-sale (POS) systems Alerts and notifications 17

  18. Arrival Immigration databases (e.g. No Fly List ) e-passports Scanners and cameras Passenger Identification: biometrics systems and future systems that will analyze walking gait, body language, heart rhythms or DNA profiles to identify passengers 18

  19. Baggage and Cargo Handling Baggage handling systems (BHSs) Bag tags with optical bar codes Conveyer belts and robotic systems for sorting Baggage tracking systems (e.g. Bagtrac) Lost baggage systems (e.g. World Tracer) Self-service bag drops RFID bag tags and chips in luggage 19

  20. Safety and Security Systems Communications Systems Navigation Systems Surveillance Systems Flight and Weather Information Systems 20

  21. Environmental Management Systems (EMS) Noise Reduction Carbon Emission Reduction Energy Use Environmental Monitoring Technology Applications Water Quality 21

  22. Discussion Questions 1. How will advances in smartphones and apps impact the marketing, distribution and delivery of aviation products? Throughout this chapter we have identified a number of applications allowing airlines and airports to track passengers by using signalling technologies such as NFC, RFID and BLE embedded in baggage tags and smartphones. What are the pros and cons of these applications? What privacy or ethical issues might arise? How can airlines and airports overcome these issues? Visit the FFP website for an airline you know. Look for information about redeeming and earning FF points (miles). List all the ways in which members can earn and redeem points. How does the technology on the website support the FFP? What improvements would you like to see? 2. 3. 22

  23. Discussion Questions 4. By 2035 the global airline fleet is expected to be twice as large as in 2018 and by 2030 passenger numbers are expected to be double. How can information technology help airlines and airports cope with the challenges of this expected growth? Visit the website for Changi Airport in Singapore and browse through the pages about terminal facilities and services. Note down examples requiring use of information technology. What IT inspired airport services do you expect to see in ten years? How might airports and airlines use new technologies such as augmented reality, predictive analytics and the Internet of Things to streamline and improve the passenger experience? 5. 6. 23

  24. Useful Websites SITA www.sita.aero Amadeus IT Solutions www.amadeus.com/airlineit Boeing www.boeing.com Changi Airport www.changiairport.com GateGuru www.gateguru.com Future Travel Experience www.futuretravelexperience.com SkyTrax www.airlinequality.com 24

  25. Case Study SITA Soci t Internationale de T l communications A ronautiques Formed in 1949 by a consortium of European & British airlines Developed world s first business packet switching network Employs 4,700+ staff in over 200 countries Key solutions include: Sector Communications & Infrastructure Solutions Voice, data, messaging, mobility and desktop applications to support aircraft operations, air-ground communications, air traffic control and flight operations Passenger processing, baggage management and operations management Passenger management, reservations, e-commerce solutions, fare and ancillary services Border management, biometrics, risk assessment and identity verification Airports Airlines Government 25

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