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The Security Network February 25, 2009

Janelle Miller Director Aviation Security Alaska Airlines / Horizon Air. The Security Network February 25, 2009. Airline Business Model. Service product Economically challenged Highly regulated Competitive Reliant on repeat business Good community partner.

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The Security Network February 25, 2009

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  1. Janelle Miller Director Aviation Security Alaska Airlines / Horizon Air The Security Network February 25, 2009

  2. Airline Business Model • Service product • Economically challenged • Highly regulated • Competitive • Reliant on repeat business • Good community partner

  3. Customer Expectations of the Airline • Low fares • Convenient and reliable flight schedules • Personal control through self service options • Hassle free airport experience • Friendly service • Safety and security assumed

  4. Aviation Security and the Customer Experience • Historical perspective on aviation security • Today’s passenger desires • Minimal time spent in airport • Efficient checkpoint screening process • Screened checked baggage to arrive on same flight • Bad people and bad things kept off of their airplane

  5. Airline Continual Improvement Objectives • Customer satisfaction • Customer empowerment • Most efficient customer check-in processing • Employment of current and future technologies • Control Cost • Higher employee productivity • Lower facility costs • Responsible stewardship • Environmentally friendly • Adequate safety and security measures

  6. Technology and Collaboration • The three-legged stool • Airlines • Airports • Regulators

  7. Airline Technologies • Self-service options • Airport of the Future is now • Ticket scanning • Preferred customer programs • Self bag-check

  8. Airport of the Future

  9. Collaborative Efforts • Stakeholder involvement throughout project planning • Sharing of statistical information and modeling studies • Phased implementation approach to minimize operational impact • Daily briefings at implementation • Continued sharing of future booking information to assist with optimal staffing levels • Ongoing communication and scheduled briefings

  10. High and Low Tech Collaboration • Crewmember self-defense training program • Law enforcement practice sessions • Pilot programs • Coordinated security drills • Shared training program elements • Ongoing facility upgrades

  11. In conclusion • Collaborative infrastructure is in place • Resilient to changes in environment • A common goal • End

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