New technologies Biometric identity is the next big thing
M
arion Mesnage is at the cutting edge of the search for the next big thing in travel technology. The Amadeus head of
research and innovation says: “We are driven by the traveller experience although we are a B2B company and my role is to find the next big thing that can transform travel or the traveller experience.” Biometric identity management is among the most-important programmes Mesnage is currently involved with. She notes: “Identity management in
travel is still very much a pain. It involves a lot of waiting, a lot of manual checks – the type of friction we want to avoid. “We are building an identity-management solution where your face becomes your passport and boarding pass. “Travel requires a truly global solution and that is what we are building. Our aim is to leverage as much as possible what exists and work with partners to use biometrics to ease some of the touchpoints. “We are involved in trials in Los Angeles and Ljubljana and these show you can board people four times faster [with biometric boarding checks].”
Biometric technology is poised to transform the travel experience, says Marion Mesnage, Amadeus’ head of research and innovation
The aim is to build a platform where “the
whole traveller journey can be unified, which can enable the exchange of information between security and the boarding gate, and also help airlines with no-show passengers”. Mesnage insists: “We believe Amadeus
can provide a platform that allows that interoperability.” She notes: “We have a big airport IT division, airlines, hotels – ID management is an important topic for hotels. We believe Amadeus is in a position to facilitate this type of development. We can be the facilitator for the industry to support the end-to-end journey.” How soon could this be in widespread
operation? “It is difficult to say,” she says. “In the next two to three years.”
Artificial intelligence A separate project involves digitally tracking air passengers’ bags. Mesnage says: “Baggage is a big issue for airlines. They spend a lot [of time and money] to reconcile lost baggage with customers.” Amadeus is testing tagging bags with chips in a trial with a global-network partner. Mesnage says: “There are already some
FIGURE 35: UK ONLINE PURCHASE OF TRAVEL & ACCOMMODATION BY AGE, 2018
-2 %
10 20 30 40 50 60 70 80
0 64% 67% 49% 51% 39% 43% 37% 27% 31% 32% 53% 56% 47% 45% 47% 54% 48% 37% +1 +3 -4 -5 -2 -7 0 +1 -6 -3 -1 -1 +1 +5 -7 -7 -1
Change YoY
[bag-tracking] solutions but the price is expensive. We question whether consumers will pay €60-€80 [to have their bag tagged electronically]. We are looking to develop something cheaper and provide that as a service [to airlines].” Another area of development
involves artificial intelligence (AI) and personalisation.
Mesnage explains: “We have a project applying the technology used in autonomous vehicles to retail websites. We think you could have a site that constantly tests and learns.” She suggests: “It would be AB testing on
steroids.” A/B testing involves presentation of two or more variants to users at random to determine which performs better. Mesnage explains: “Instead of having
16-24 25-34 35-44 45-54 55-64 65-74 16-24 25-34 35-44 45-54 55-64 65-74 16-24 25-34 35-44 45-54 55-64 65-74 Travel
Accommodation accommodation Travel & Source: Eurostat
RATES OF online booking of travel and accommodation in the UK appear to have declined year on year in 2018 in all but the 25-44 age group (Figure 35)
Travel Weekly Europe Report 2019 | 21
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