Data protection in an airline environment. A showcase for privacy enhancement?

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1 Data protection in an airline environment. A showcase for privacy enhancement? Jean-Marie Willigens Konzerndatenschutz/International Deutsche Lufthansa AG Köln cgndsb@dlh.de 1

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3 A day at Lufthansa We make 1,430 take-offs and landings We carry 122,000 passengers and 4,500 tons of freight We serve our passengers with 920,000 meals LHT services 800 aircraft per day 3

4 Showcase options Protect private (behavior/preference) data in our booking and travel systems Improve privacy management in our CRMs and related commercial systems Contribute privacy management thoughts towards future interface between travel actors and border-control stakeholders 4

5 Travel booking Amadeus provides the main CRS function for Lufthansa Worldwide access by travel agencies, other airlines, LH-staff Between and users authorised for access Access restrictions may be enforced at local level (eg. Within a travel agent, airline, handling partner) technical Operator is Amadeus GmbH in Erding near Munich LH-RES was established 1978 as the LH-core booking system. In the meantime LH-RES contains all LH-relevant data elements generated by AMADEUS and/or any of the other GDS (SABRE, Galileo) available worldwide Plus LH-specific booking functions as ASR und SSR Plus Inventory Control 5

6 Plattform für Lufthansa Reservierung: LH-UNISYS- Rechenzentrum Hardware 14 logische Systeme mit insgesamt 650 MIPS und MB Hauptspeicher 470 GB Platten (mit 4,6 GB Cache und 3,6 GB SSD) Kassetten Clearpath-Systeme (Unisys) under OS 2200 Anwendungen der Lufthansa Reservierung und Inventory Check-in Flight Operation Cargo 6

7 What is in booking records? : Passenger Name Record PNR Minimum: COPY PNR - RT IN AMADEUS FOR MODIFICATION. 1.KHAN/RAVIANDER K MR 2.LH 761 D 13FEB DELFRA HK LH 400 D 13FEB FRAJFK HK R MUC1A T/ZHQ6ZJ//HDQAACPZJBP/3S20/ /LGA/AA/T/US/USD But much more as well (up to 60 items!): COPY PNR - RT IN AMADEUS FOR MODIFICATION. 1. ATHAN/ARUNKAM SONARAN MR 2.LH 757 D 24JAN BOMFRA HK LH 178 D 24JAN FRAMUC HK LH3866 D 28JAN MUCNAP HK LH5681 D 29JAN NAPMUC HK LH 199 D 30JAN MUCFRA HK LH 756 D 30JAN FRABOM HK SSR AVML LH HK1 BOMFRA757D24JAN 9.SSR AVML LH HK1 MUCNAP3866D28JAN 10.SSR AVML LH HK1 NAPMUC5681D29JAN 11.SSR AVML LH HK1 FRABOM756D30JAN 12.SSR FQTV LH HK/ LH /P1 13.SSR RQST LH HK1 LH178D24JAN,23H/P1 14.SSR RQST LH HK1 LH3866D28JAN,11C/P1 15.SSR RQST LH HK1 LH5681D29JAN,3F/P1 16.SSR RQST LH HK1 LH199D30JAN,12D/P1 17.SSR RQST LH HK1 LH756D30JAN,14H/P1 18.SSR RQST LH HK1 LH757D24JAN,5H/P1 19.OSI LH TRAVEL HOUSE REF HILARY 20.OSI LH BON-VFL/P1 21.OSI LH PAX CT BOM H/ / OSI LH PAX CT MOBILE/ INT UNA TO CFM LH757 D 24JAN EY/O/STEVIE W/ INT UNA TO CFM LH757 D 24JAN EY/O/STEVIE W/ C P/TRAVEL HOUSE REF HILARY 26. C T/BOM / 57 TRAVEL HOUSE SISL IMPLANT 27. R MUC1A T/Y5UBSY/BOMTH3118/ 7

8 Booking data Increasing drive, foremost by US-Agencies: Full insight in all PNRs inbound und exbound U.S.A. (virtual passengers) Additional data elements in APIS-Manifest (list of actual pax after TO): >> Home and destination address, passport info, birth date... Almost unrestricted usage and dissemination Lifetime archiving, up to 50 years Computer Assisted Passenger Screening System (CAPSS II), with prearrival profiling based upon data mining technologies >> Some european countries ante portas! 8

9 Customer Data Warehouse Lufthansa operates one of the industry s largest Customer Data Warehouse Corona with data sourced from: LH- RES (bookings) LH- CKI (check-in, i.e. actual flights) LH- Revenue-System (what did the passenger pay? SIRAX) LH- Miles&More (frequent traveller scheme: FOCUS) LH- CRM-System (Connect)... Currently no technical measures for Pseudonyms 9

10 Data Warehouse: Herstellung Informationskreislauf Kunde - Unternehmen Maßnahmenkoordination Zentrale Koordination der Maßnahmen entlang der Servicekette Dezentrale Ausführung der Maßnahmen Marketing/ Vertrieb/ Check-in KommunikationReservierung In-Flight- Service Gepäckservice/ Check-out Miles & More Beschwerden One Face to the Customer entlang der Servicekette Dezentrale Erfassung der Kundeninformationen/- Reaktionen an allen Touchpoints Datenzusammenführung Analyse (personalisiert) Maßnahmenentwicklung (personalisiert) Aufbau einer vollständigen Kundensicht/ Kontakthistorie und Servicehistorie Zentrale Analyse der Kundeninformationen Planung von Maßnahmen zur individuellen Kundenbetreuung 10

11 Customer data: Towards a balance of interests LH-Infoflyway Consolidate customer data Avoid double work Open perspectives to better reflect individual service requirements Increase customer satisfaction From my Homepage at Lufthansa I expect An up-to-date offer tailored for my individual requirements automatic info & update re. accumulated bonus miles my personal tastes and preferences are reflected with no need for repeated capture I can update by myself anytime. b. DSB Informationelles Selbstbestimmungsrecht is granted: online access to stored data Principles of Permission Marketing are enforced May do without individualisation 11

12 Mit einem zentralen Data Warehouse wird die Informationsversorgung im Unternehmen verbessert Kernziele von Data Warehousing Verbesserung der Informationsversorgung Integration der Daten aus verschiedenen Systemen Konsolidierung der Daten Konsistente Aufbereitung der Daten Besserer Zugang zu historischen Daten Einfache Nutzung der Informationen durch Anwender... mehr als Sammeln und Analysieren von Daten... Basis für e-commerce und One-toone Marketing Bereitstellung von Erkenntnissen für die Kundenkontaktpunkte Konsistente Daten für die Produktund Serviceoptimierung Effiziente Nutzung des exponentiell wachsenden Datenvolumen Individualisierte Informationsbereitstellung für Mitarbeiter und Kunden Vereinfachung des Business-to- Business Informationsaustauschs (Star Alliance) 12

13 Data Warehouse: potential technical development targets Is it possible to introduce technologies for pseudonymising anonymising for required touchpoint data without service level deterioration? German alternative formulation : >>> Wie kann das Recht auf informationelle Selbstbestimmung in diesem Umfeld technisch umgesetzt werden? <<< 13

14 New interfaces Intentionally left blank 14