The Security Network

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
• Todays 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