How airlines use technology to improve passenger experience by 2016 - The Airline IT Trends Survey 2013

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The Airline IT Trends Survey, co-sponsored by Airline …

The Airline IT Trends Survey, co-sponsored by Airline
Business and SITA shows an airline IT climate that is
cautiously improving. IT budgets are expected to improve at
the majority of airlines in 2013, while the global level of IT
operational spending should reach an estimated US$10 billion
in 2013.
Airline IT investment priorities continue to focus on mobilizing
the passenger journey, as they have done for the last three
years, but airlines are also showing a strong interest in
improving business intelligence to better understand their
operations and customers.
The overall impression from this year’s survey is one of an
industry that is fast adopting the digital world. This is bringing
many advantages in the form of automation and new services,
but also challenges in making sure these technologies can
be widely adopted so that passengers benefit at both ends of
their journey.
For the last 15 years we have been tracking the key technology
trends of airlines. More recently we have complemented
this research by publishing surveys on technology trends
in the wider air transport industry, including airports and
passengers. Taken together, they provide a unique perspective
on the way technology is shaping the future of air travel.

We welcome any feedback or comments on the survey.
For more information on all our surveys and accompanying
features and analysis, visit www.sita.aero/surveys.

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Transcript

  • 1. IT TRENDS SURVEY 2013, – AN AIRLINE VIEW 1 IT Trends 2013, An Airline View
  • 2. AGENDA Introduction & Survey Background Airline distribution and ancillary sales Panel Discussion Mobile services Panel Discussion Business Intelligence Panel Discussion 2 IT Trends 2013, An Airline View
  • 3. Introduction IT Trends 2013, An Airline View
  • 4. SITA SURVEYS: BACKGROUND & METHODOLOGY IT Trends 2013, An Airline View4 Passenger Self- Service Survey • In association with Air Transport World • Over 2500 passengers interviewed @ 6 major airports • Airports included: Atlanta, Frankfurt, Abu Dhabi, Beijing, Mumbai, Sao Paulo Airline IT Trends Survey • In association with Airline Business • Airlines representing majority of the world passenger traffic • Responses from all major regions and airline tiers • In association with Airline Business • Responses from airports operators representing airports • Responses covering all major regions and airports sizes Airport IT Trends Survey
  • 5. REPRESENTING 50% OF GLOBAL PASSENGER TRAFFIC IT Trends 2013, An Airline View5
  • 6. IT Spend & Priorities IT Trends 2013, An Airline View
  • 7. IT SPEND 2013 UP AS AIRLINE REVENUES CONTINUE TO GROW 7 IT Trends 2013, An Airline View
  • 8. REGIONAL DIFFERENCES HINDER GLOBAL RECOVERY IT Trends 2013, An Airline View8
  • 9. MOBILE AND BUSINESS INTELLIGENCE ARE INVESTMENT PRIORITIES IT Trends 2013, An Airline View9
  • 10. AIRLINE IT TRENDS SURVEY HIGHLIGHTS 2013 • Airlines will maximise revenue opportunities and relevancy for passengers – selling more directly through mobile & kiosks • Mobile services will become mainstream and extend across the entire passenger journey offering more choice for the passenger. • Airlines will have much deeper business insight – to offer more relevant services to passengers as well as better visibility of operational processes. IT Trends 2013, An Airline View10
  • 11. The evolution of ancillary sales IT Trends 2013, An Airline View
  • 12. ANCILLARY SALES: INCREASING DEPENDANCE ON DIRECT CHANNELS 12 IT Trends 2013, An Airline View
  • 13. SALES ON MOBILE ACCELERATING - SOCIAL MEDIA STRUGGLING 13 IT Trends 2013, An Airline View By 2016, 14% of sales through mobile, social media and kiosks.
  • 14. MOBILE APPS FOR ANCILLARY SALES TO BECOME MAINSTREAM 14 IT Trends 2013, An Airline View By 2016, 10%of ancillary revenue through mobiles apps
  • 15. IT Trends 2013, An Airline View15 By 2016…… Airlines will maximise revenue opportunities and relevancy for passengers – selling more directly through mobile & kiosks
  • 16. Mobile services have become mainstream IT Trends 2012, An Airline View
  • 17. MOBILE SERVICES EXTEND ACROSS ENTIRE JOURNEY 17 IT Trends 2013, An Airline View % already implemented Additional %implementedby2016
  • 18. THE LANDSCAPE FOR CHECK-IN IS EVOLVING By 2016, 8% of passengers won’t need to check-in 18 IT Trends 2013, An Airline View
  • 19. MORE OPTIONS FOR MOBILE BOARDING 19 IT Trends 2013, An Airline View
  • 20. MOBILE SERVICES WILL TRANSFORM AIRLINE OPERATIONS IT Trends 2013, An Airline View20
  • 21. 21 IT Trends 2013, An Airline View By 2016…… Mobile services will extend across the entire passenger journey Airlines will offer more options for check-in and mobile boarding New mobile services will transform airline operations
  • 22. Airlines seek much deeper business insights IT Trends 2012, An Airline View
  • 23. PRIORITIES FOR BUSINESS INTELLIGENCE 23 IT Trends 2013, An Airline View 100% of airlines invest in Business Intelligence in the next 3 years
  • 24. IT ALL DEPENDS ON DATA! IT Trends 2013, An Airline View24 Sales & Marketing Operational Awareness Business Intelligence Passenger Experience 88% Personalisation *Airline plans by 2016 90% Mobile – ancillary sales 92% Mobile – Promotions 69% Real-time baggage status to staff Mobile Flight dispatch/Ramp Mgt59% Cabin Crew Mobile77% 95% Flight Status Notification 68% Missing Baggage Reporting Bag status notification61% Geo-location technology59% Aircraft Maintenance71%
  • 25. 25 IT Trends 2013, An Airline View *Airline IT Trends Survey 2012 5%of airlines see no challenges with data or system compatibilityOnly MULTIPLE CHALLENGES TO OVERCOME
  • 26. INDUSTRY IS MAKING GOOD PROGRESS IN SEVERAL AREAS IT Trends 2013, An Airline View26 Business & Organisation Dashboards & Visualisation Infrastructure & Integration Data access & quality Fully accomplished 0 1 2 3 Self-service dashboards Data quality Data access Data mgt Technical Infrastructure Required Latency ROI on BI BI Best practice Governance BI organisation 4 BIMaturityIndex Integration across the business
  • 27. 27 IT Trends 2013, An Airline View By 2016…… Airlines will have much deeper business insight – to offer more relevant services to passengers as well as better visibility of operational processes
  • 28. IT Trends 2013, An Airline View28 Find out more… www.sita.aero/ittrendshub