CX-12 · Lounge & Premium Experience Management

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Process Flow Diagram (BPMN)

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L4 Process Steps

Step	Step Name	Role / Swim Lane	System	Input	Output	KPI	Dec?	Exc?
Phase 1 1.1	Retrieve passenger PNR and loyalty tier status	Lounge Agent	Amadeus Altéa PSS	Passenger boarding pass or loyalty card scan at lounge entry	Confirmed PNR, fare class, and loyalty tier record	Access verification time < 30 seconds per passenger	N	N
1.2	Validate lounge entitlement against fare and tier	Lounge Agent	Comarch Loyalty Management	PNR, fare class code, loyalty tier from step 1.1	Entitlement decision (Eligible / Not Eligible) and access tier (Standard / Premium / First)	Entitlement accuracy rate ≥ 99.5% (no wrongful denial or admission)	N	Y
1.3	Check real-time lounge occupancy vs. capacity cap	Lounge Operations Supervisor	SITA Airport Management System (AMS)	Live occupancy count from SITA AMS badge-in sensors; configured capacity limit per lounge	Current occupancy percentage; green / amber / red capacity status	Lounge occupancy maintained at ≤ 90% of rated capacity during peak banks	Y	N
1.4	Issue digital lounge access pass or redirect passenger	Lounge Agent	Amadeus Altéa PSS	Entitlement decision from 1.2; occupancy status from 1.3	Digital lounge pass (QR code) issued to eligible passenger, or voucher / priority queue token issued when capacity exceeded	Guest satisfaction with access process ≥ 4.2 / 5.0 (post-visit survey)	N	Y
Phase 2 2.1	Forecast lounge demand from departure schedule	Lounge Planning Analyst	Amadeus SkyWORKS	Published schedule SSIM file; historical lounge utilisation by departure bank; loyalty tier passenger mix from Comarch	Hourly demand forecast per lounge (expected arrivals by tier) for next 72 hours	Forecast accuracy within ± 10% of actual peak occupancy	N	N
2.2	Generate staffing and F&B resource plan	Lounge Operations Manager	Tableau / Power BI	72-hour demand forecast from 2.1; staffing contracts and F&B par levels	Shift roster, F&B order quantities, amenity replenishment schedule	Staff-to-guest ratio ≥ 1:15 during peak departure banks; F&B stockout rate < 1%	Y	N
2.3	Submit F&B and consumables requisition to catering	Lounge Operations Manager	SAP Ariba	F&B order quantities from 2.2; approved supplier catalogue	Purchase orders raised in SAP Ariba; delivery confirmed for T-3 hours pre-departure bank	Catering order fulfilment rate ≥ 98% within agreed lead time	N	N
2.4	Activate surge staffing protocol for high-load windows	Lounge Operations Supervisor	SITA Airport Management System (AMS)	Forecast showing > 80% occupancy in any 30-minute window; SITA AMS flight load alerts	Surge staffing confirmation; overflow lounge section opened (if available); partner lounge access tokens issued	Surge activation lead time ≤ 2 hours before predicted peak; guest wait time at entry ≤ 5 minutes	N	Y
Phase 3 3.1	Retrieve passenger profile and service preferences	Lounge Concierge	Salesforce CRM	Confirmed PNR and loyalty ID from step 1.1	Passenger profile: dietary preferences, language, past complaints, upgrade history, service notes	Profile retrieval at lounge entry < 15 seconds; preference recognition rate ≥ 85% of repeat premium guests	N	N
3.2	Flag VIP, VVIP, and special service requests on manifest	Premium Services Coordinator	Amadeus Altéa PSS	Day-of-operations manifest; CRM profile flags from 3.1; SSR codes (VVIP, WCHR, MEDA, SPML)	Annotated manifest with VIP tier flags, SSR types, and assigned concierge owner per passenger	100% of SSR-flagged premium passengers identified ≥ 90 minutes prior to departure	Y	Y
3.3	Coordinate personalised amenity kits and premium meal setup	Premium Services Coordinator	SAP Ariba	Annotated manifest from 3.2; dietary and preference data from Salesforce CRM; catering delivery confirmation from 2.3	Personalised amenity kit assignment per seat; meal pre-selection recorded in catering order	Meal pre-selection accuracy ≥ 97%; amenity kit shortfall rate < 0.5% of premium seats	N	N
3.4	Activate meet-and-greet and dedicated butler for VIPs	Lounge Concierge	Salesforce CRM	VIP / VVIP flag from step 3.2; expected arrival time from SITA AMS inbound flight status	Named concierge assigned to VIP; curbside or airside meet-and-greet schedule confirmed; butler service briefing completed	VIP meet-and-greet execution rate 100% of flagged passengers; greeting delay < 5 minutes from arrival	N	Y
Phase 4 4.1	Execute lounge F&B, spa, and digital amenity service	Lounge Service Attendant	SITA Airport Management System (AMS)	Active guest list from SITA AMS lounge occupancy module; F&B stock confirmed in 2.3	Service log per guest (items consumed, special requests fulfilled, service timestamps)	F&B replenishment cycle ≤ 20 minutes; spa booking wait time ≤ 10 minutes; Wi-Fi uptime ≥ 99.9%	N	N
4.2	Broadcast boarding gate notifications to lounge guests	Lounge Operations Supervisor	SITA Airport Management System (AMS)	Gate departure T-30 and T-15 alerts from SITA AMS flight information display system (FIDS)	Visual and audio boarding alerts in lounge; individual SMS / app push notifications to guests	Boarding notification issued ≥ 30 minutes before STD; missed notification rate < 0.1%	Y	N
4.3	Escalate and resolve in-lounge SSR requests	Lounge Concierge	Amadeus Altéa PSS	Guest SSR codes from step 3.2; real-time service requests raised at lounge reception	SSR resolved or escalated to operations; record updated in Altéa PSS with resolution notes	SSR resolution within lounge: ≥ 90% within 15 minutes; escalation to operations < 5% of SSRs	N	Y
4.4	Execute no-show baggage offload for gate-close no-shows	Lounge Operations Supervisor	Amadeus Altéa PSS	Final boarding close signal from SITA AMS; passenger no-show confirmation from gate agent	Offload order issued in Altéa PSS; baggage reconciliation request sent to ramp; lounge access record closed	Baggage offload completion within 15 minutes of gate close; no-show offload accuracy 100%	Y	Y
Phase 5 5.1	Capture post-lounge NPS and satisfaction scores	Customer Experience Analyst	Medallia Experience Cloud	Lounge visit closed (guest departed for gate); guest contact details from Amadeus Altéa PSS	NPS score per visit; free-text feedback categorised by theme (F&B, Staff, Comfort, Connectivity)	Survey response rate ≥ 35% of lounge visitors; Lounge NPS target ≥ 75	N	N
5.2	Review KPI dashboard and trigger service recovery if below threshold	Premium Experience Manager	Tableau / Power BI	Aggregated NPS scores, occupancy data, F&B stockout events, SSR resolution rates from Medallia and SITA AMS	Weekly KPI report; service recovery action plan if NPS < 75 or complaint rate > 2%; trend analysis by station	KPI dashboard refresh latency ≤ 24 hours; corrective action plans issued within 48 hours of threshold breach	Y	N

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Process Attributes

Identification

Process IDCX-12

L1 DomainCustomer Experience & Loyalty

L2 ProcessCustomer Experience Operations

L3 NameLounge & Premium Experience Management

L4 Steps18 across 5 phases

Decision Gates6 (all with iteration loops)

Exceptions7 documented

Swim Lanes (Roles)

Lounge Agent

Lounge Operations Supervisor

Lounge Planning Analyst

Lounge Operations Manager

Lounge Concierge

Premium Services Coordinator

Lounge Service Attendant

Customer Experience Analyst

Premium Experience Manager

Systems & Tools

Amadeus Altéa PSSComarch Loyalty ManagementSITA Airport Management System (AMS)Amadeus SkyWORKSTableau / Power BISAP AribaSalesforce CRMMedallia Experience Cloud

Key Performance Indicators

Retrieve passenger PNR and loyalty tier statusAccess verification time < 30 seconds per passenger

Validate lounge entitlement against fare and tierEntitlement accuracy rate ≥ 99.5% (no wrongful denial or admission)

Check real-time lounge occupancy vs. capacity capLounge occupancy maintained at ≤ 90% of rated capacity during peak banks

Issue digital lounge access pass or redirect passengerGuest satisfaction with access process ≥ 4.2 / 5.0 (post-visit survey)

Forecast lounge demand from departure scheduleForecast accuracy within ± 10% of actual peak occupancy

Generate staffing and F&B resource planStaff-to-guest ratio ≥ 1:15 during peak departure banks; F&B stockout rate < 1%

Submit F&B and consumables requisition to cateringCatering order fulfilment rate ≥ 98% within agreed lead time

Activate surge staffing protocol for high-load windowsSurge activation lead time ≤ 2 hours before predicted peak; guest wait time at entry ≤ 5 minutes

Airline-Specific Risks & Pain Points

Altéa tier-lookup latency spikes during irregular operations (IRROP) can queue 20+ passengers at peak departure banks, degrading premium brand perception

Misalignment between ATPCO fare class entitlement rules and Comarch loyalty tier tables causes wrongful denials for premium codeshare passengers not in airline's own PSS

SITA AMS occupancy sensors in third-party contract lounges (e.g. airport operator lounges) are not integrated, requiring manual headcounts and creating data lag of 5–10 minutes

No dynamic overbooking buffer in Altéa lounge module — capacity denial is binary, leading to complaints when eligible passengers are turned away 1–2 seats below hard cap

SkyWORKS schedule feed does not include real-time irregular-operations (IRROP) rebooking data; demand spikes from cancelled flight consolidations are not reflected until T-4 hours

Resource planning is manual in spreadsheets at most stations — no integrated workforce management system feeding lounge-specific demand signals, leading to over/understaffing 30% of departure banks

Inputs / Outputs

Primary InputPassenger boarding pass or loyalty card scan at lounge entry

Primary OutputWeekly KPI report; service recovery action plan if NPS < 75 or complaint rate > 2%; trend analysis by station

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