• Share
  • Email
  • Embed
  • Like
  • Private Content
'If you have seen one passenger, you have seen one passenger’. Or is the saying ‘If you have seen one airport you have seen one airport’? by Catherine Mayer
 

'If you have seen one passenger, you have seen one passenger’. Or is the saying ‘If you have seen one airport you have seen one airport’? by Catherine Mayer

on

  • 300 views

Addressing changing passenger demands while ensuring great customer service is challenging. How can airports, airlines and groundhandlers ensure they are meeting the customer’s needs? This ...

Addressing changing passenger demands while ensuring great customer service is challenging. How can airports, airlines and groundhandlers ensure they are meeting the customer’s needs? This presentation examines the trends from various surveys (airline, airport, passenger, baggage) and explores the expectations of our industry stakeholders when it comes to information technology, solutions, processes and best practices, for ensuring the best customer service and passenger experience in 2015 and beyond
Further information: http://www.sita.aero/surveys-reports/industry-surveys-reports/flying-into-the-future?

Statistics

Views

Total Views
300
Views on SlideShare
297
Embed Views
3

Actions

Likes
0
Downloads
15
Comments
0

2 Embeds 3

https://twitter.com 2
http://hoot.weisuite.com 1

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment
  • A brief introduction to our surveys: The Airport survey, represents ~200 airports which manage 43% of world traffic, 2.3billion pax (in and out) The Airline survey released in June 2012, represents airlines carrying 1.25 billion pax, ~100 airlines equal to 57% of world passenger traffic The Passenger Self Service / Passenger Trends is released early October 2012 in association with Air Transport World ( 7 th year). Results based on o ver 2500 passengers interviewed @ 6 major airports, Airports to be included in 2012: Atlanta, Frankfurt, Abu Dhabi, Beijing, Mumbai, Sao Paulo All 4 surveys are built on a solid methodology, and enjoy a very good level of engagement to ensure very relevant results.

'If you have seen one passenger, you have seen one passenger’. Or is the saying ‘If you have seen one airport you have seen one airport’? by Catherine Mayer 'If you have seen one passenger, you have seen one passenger’. Or is the saying ‘If you have seen one airport you have seen one airport’? by Catherine Mayer Presentation Transcript

  • PASSENGER TRENDS &EXPECTATIONSBEYOND 2015Helping Airlines and Airports leveragetechnology to meet changing passengerdemands, ensuring great customer serviceCatherine MayerSITA
  • AGENDABeyond 2015:•The survey trends•The technology trends•Leveraging technology to help airports andairlines meet the evolving passenger expectations3 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • Beyond 2015 ...The survey trends
  • Airport IT TrendsSurveyAIR TRANSPORT IT TRENDS SURVEYS ANDREPORTS5 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012PassengerSelf-ServiceSurveyBaggageReportAirline IT TrendsSurvey
  • TODAY MOBILE TECHNOLOGY IS MOREATTRACTIVE THAN SOCIAL MEDIA6 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • WITH COMMERCE SERVICES AS ALOWEST PRIORITY7 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013Mobile Commerce
  • BEYOND 2015, WEB AND MOBILE WILL BETHE TOP TWO CHANNELS FOR SALES8 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013Beyond 2015:
  • BEYOND 2015….9Airports, airlines, service providers must haveattractive, personalized, easy to use mobileand web applications to meet the customers’evolving purchasing habits| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • PASSENGERS WELCOME SELF-SERVICEFOR BAG-DROP, BOARDING & TRANSFER10 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013Bag ClaimTransferBoardingDwell TimeSecurityBag DropCheck InBookingBaggageTransferBoardingBoarding
  • BEYOND 2015,WEBSITE AND MOBILEWILL DRIVE PASSENGER PROCESSING11 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013SecurityBag DropCheck InBooking
  • BEYOND 2015....12And airports, airlines, service providers mustoffer the technology solutions to meet theneeds of the diverse passenger demands| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • TODAY, PASSENGERS VERY ACCEPTINGOF MULTI CHANNEL CUSTOMERSERVICE13 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 14BEYOND 2015 THE TOP TWO CUSTOMERSERVICE CHANNELS WILL BE MOBILE ANDSOCIAL| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • BEYOND 2015....15Airports, airlines, service providers mustoffer human interaction on demand, via thechannel the customer wants| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • Beyond 2015 ...The technology trends
  • WEARABLE COMPUTING17 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 18| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013WEARABLE COMPUTING – at the airport
  • 19| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013WEARABLE COMPUTING
  • FLEXIBLE SCREEN TECHNOLOGY (OLED)20 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • TECHNOLOGY IMPACT ON AIRPORTS ANDAIRLINES BEYOND 2015SocialbusinessBig DataWiFipositioningsystemsApp stores &marketplacesCloud computingMedia tablets & beyondReal-time parkingBusiness activitymonitoring (BAM)NFC & mobilepaymentsNext gen BI analyticsBusinessIntelligence21 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • BIG DATA22 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • Beyond 2015…Leveraging technologyto help airports andairlines meet theevolving passengerexpectations
  • NEW TECHNOLOGIES BEING TESTEDTODAY24 Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 25 Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013NEW TECHNOLOGIES BEING TESTEDTODAY
  • NEW TECHNOLOGIES BEING TESTEDTODAY26 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 27BEYOND 2015….• A more personal experience will be expected aspassengers seek even more control (ofinformation and processes)• Self service expands but access to the “humantouch upon demand,” via multiple channels, willbe required• Airports, airlines, service providers willincorporate new solutions such as wearable,flexible technologies to reduce costs whileimproving customer service| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 201228Thank youCatherine.Mayer@sita.aeroTo find out more…www.sita.aero/ittrendshub