CABI TOURISM TEXTS

3rd Edition

Tourism Information
Technology
PIERRE J. BENCKENDORFF
ZHENG XIANG
PAULINE J. SHELDON

COMPLIMENTARY TEACHING
MATERIALS
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Chapter 7
Aviation and Information Technology
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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.
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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)

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Types of Airlines

Low Cost
Commercial
Carriers
airlines
(LCCs)

National Charter
flag carriers Types airlines
of
Airlines

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AIRLINE RESERVATION SYSTEM DECISION SUPPORT SYSTEMS

DEPARTURE SYSTEMS
Schedules & Availability Fleet Management
Departure Control System
Fare Quotes & Rules Schedule Optimization
Gate Control
Passenger Information Revenue Management
Flight Dispatch
Ticketing Flight Operations Systems

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

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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

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Fleet Management Systems

Fleet
Maintenance

Fleet
Assignmen
t

Fleet Acquisition

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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
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Revenue Management Systems (RMS)

Capabilities

Historical data

Forecasting

Modeling

Decision support
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Departure Control Systems (DCS)

Capabilities
 Check in  Denied Boarding
 Boarding passes  No shows and Standby
 Seat Allocation Passengers
 Checked Baggage  Interline Connections
 Load Control  Interoperability
 Passenger Identification

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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

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ORIGIN AIRPORT TRANSIT DESTINATION

Pre- Pre-
Check in Security Boarding Stopover Arrival
arrival boarding

FIGURE 7.2 Stages of the Passenger Journey

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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

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

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Key Steps in Security Scanning

X-ray
Confirming Body
baggage
traveler identity screening
screening

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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
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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

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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

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Safety and Security Systems

 Communications Systems
 Navigation Systems
 Surveillance Systems
 Flight and Weather Information Systems

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Environmental Management Systems (EMS)

Noise
Reduction
Carbon
Energy Use Emission
Reduction

Environmental Technology
Applications
Water Quality
Monitoring

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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?

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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?

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Useful Websites
SITA Amadeus IT Solutions
www.sita.aero www.amadeus.com/airlineit

Boeing Changi Airport

www.boeing.com www.changiairport.com

GateGuru Future Travel Experience

www.gateguru.com www.futuretravelexperience.com

SkyTrax
www.airlinequality.com

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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:
Sector Solutions
Communications & Voice, data, messaging, mobility and desktop applications to support
Infrastructure aircraft operations, air-ground communications, air traffic control and
flight operations
Airports Passenger processing, baggage management and operations
management
Airlines Passenger management, reservations, e-commerce solutions, fare
and ancillary services
Government Border management, biometrics, risk assessment and identity
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