Did Spanair lead the industry in implementing

Did Spanair lead the industry in implementing
mobile boarding pass services?
Spanair S.A.
An NCR Case Study
Experience a new world of interaction
The customer
The challenge
Spanair began operations with its international charter flights
Following the International Air Transport Association’s (IATA)
at the end of March 1988, carrying passengers to Spain from
ratification of a mobile boarding pass bar code standard in
more than 100 European airports. Since then over 104 million
October 2007, Spanair sought to take advantage of innovative
passengers have flown with Spanair. With its strong leadership
mobile technology that enables customers to receive
in the implementation of innovative customer technologies
their boarding pass on their mobile phone via multimedia
to enhance the travel experience and encourage self-service,
messaging service (MMS) or short message service (SMS) web
Spanair became the first airline in the world to offer its
link or email web link technologies. It was important that
customers mobile boarding pass functionality.
the mobile bar-coded boarding pass be compatible with
existing airport scanners at both security and at the boarding
gate. With IATA-approved mobile bar code standardization,
increasing mobile adoption and smartphone market share,
Spanair saw an opportunity to utilize the mobile channel to
offer convenience to passengers and ease the pressure on the
airline’s check-in desks.
Key Highlights
• Industry/Market:
Travel/Transportation
• Challenge:
oo Ease the pressure on Spanair check-in desks
oo Expedite passenger processing through the airport
• Solution:
NCR mobi-pass™
• Results:
oo Approximately 14,000 NCR mobi-passes delivered
per month and growing (December 2010)
oo Adoption of self-service nearly doubled between
2009 and 2010
oo Lowered paper costs and minimized
environmental impact
The solution
The solution benefits
Spanair worked with NCR Corporation to develop an initial
By providing a simple and intuitive mobile boarding pass
solution whereby customers could opt for their boarding pass
service, Spanair has been able to offer its customers increased
to be sent to their mobile device following online check-in at
convenience, resulting in approximately 14,000 mobile
Spanair.com. The boarding pass was initially delivered using
boarding pass transactions per month (as of December 2010)
MMS technology but has been extended to include SMS web
and adoption of the service almost doubling between 2009
link or email web link delivery methods.
and 2010.
At Madrid, Barcelona and Bilbao airports, customers who
With the uptake of mobile boarding pass technology
do not need to check in any luggage are able to bypass
gathering momentum year on year, Spanair continues
check-in lines and head straight to security where they are
to benefit from paper savings in addition to customer
permitted access to their boarding gate following scanning
convenience. By allowing customers to receive a boarding
and validation of their boarding pass by security staff. Existing
pass on their phone, Spanair is able to reduce the number of
security and boarding gate scanning hardware are compatible
printed documents, which helps reduce environmental impact.
with the mobile boarding pass solution. The Spanair mobile
boarding pass contains an IATA standard, secure 2D bar
code and travel itinerary information. This content is fully
optimized for the customer’s specific mobile device in order to
achieve the best possible user experience.
Spanair’s mobile boarding pass service is currently available
to passengers traveling from A Coruña, Alicante, Barcelona,
Bilbao, Gran Canaria, Jerez, Madrid, Majorca, Málaga, Seville,
Tenerife, Valencia and Vigo.
Pablo Sanchez, Senior VP IT/IS and Innovation at Spanair,
The airline has streamlined passenger processing through
Madrid, Barcelona and Bilbao airports as mobile boarding pass
delivery alleviates pressure on check-in counters by permitting
customers to head straight to security using their mobile
device.
With the success of the mobile boarding pass initiative,
Spanair is looking to adopt NCR’s new rich content boarding
pass format in 2011. This will further demonstrate Spanair’s
commitment to continually improving passenger satisfaction
by using mobile technology.
comments, “We strongly believe in innovation that makes
life easier for our customers. In this case, our collaboration
“Our customers can check in from anywhere at any time and
with NCR makes it possible to offer the full package of mobile
head straight to the boarding gate without the need of any
solutions.”
paper. It is the most efficient and convenient check-in process
in the market and saves time for our passengers.”
- Pablo Sanchez, Spanair
Why NCR?
With over 125 years of experience, NCR is a leading
global provider of assisted- and self-service solutions.
We help our travel clients around the world improve
their customer interactions, implement change quickly
and proactively, and transform their businesses to become
leaders and change agents. We can help you, too.
NCR Corporation
3097 Satellite Boulevard
Duluth, Georgia 30096
USA
www.ncr.com
Experience a new world of interaction
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NCR continually improves products as new technologies and components become available. NCR, therefore, reserves the right to change specifications without prior notice.
All features, functions and operations described herein may not be marketed by NCR in all parts of the world. Consult your NCR representative or NCR office for the latest information.
NCR mobi-pass is either a registered trademark or trademark of NCR Corporation in the United States and/or other countries. All brand and product names appearing in this document are trademarks, registered
trademarks or service marks of their respective holders.
© 2010 NCR Corporation Patents Pending
EB10337-1210