his year marks the 7th Passenger Self-Service Survey, co-sponsored by Air Transport World and SITA. Carried out at six major international airports in key regions of the world, the survey represents passenger opinions about technology used throughout the journey. It provides valuable insights into future IT strategic thinking and trends across the air transport industry. The 2012 Passenger Self-Service Survey addresses the following areas: Do passengers want more self-service? Is mobile self-service at a tipping point? Are passengers ready to buy using mobile phones? Is social media the channel of the future?

1. 2012 PASSENGER
SELF-SERVICE
SURVEY
Highlights

2. AGENDA
DO PASSENGERS WANT MORE
SELF-SERVICE?
IS MOBILE SELF-SERVICE AT A
TIPPING POINT?
SOCIAL MEDIA – THE CHANNEL
OF THE FUTURE?
2 | 2012 Passenger Self-Service Survey | © SITA

3. DO PASSENGERS
WANT MORE SELF-
SERVICE?
3 | 2012 Passenger Self-Service Survey | © SITA

4. WHAT DO PASSENGERS GET
STRESSED ABOUT?
4 | 2012 Passenger Self-Service Survey | © SITA

5. SECURITY, TRANSFER AND CHECK-IN
CONSIDERED MOST STRESSFUL
5 | 2012 Passenger Self-Service Survey | © SITA

6. PASSENGERS’ PRIORITIES FOR
TECHNOLOGY ADOPTION
6 | 2012 Passenger Self-Service Survey | © SITA

7. PASSENGERS’ PRIORITIES FOR
TECHNOLOGY ADOPTION
68%
Used self-service
check-in on the
day of travel
7 | 2012 Passenger Self-Service Survey | © SITA

8. DEPLOYMENT OF NEW SELF-
SERVICE OPTIONS UNDER WAY!
Source: Airline/Airport IT Trends survey 2012
8 | 2012 Passenger Self-Service Survey | © SITA

9. IS MOBILE SELF-SERVICE
AT A TIPPING POINT?
9 | 2012 Passenger Self-Service Survey | © SITA
2011

10. SMARTPHONE PENETRATION AMONG
PASSENGERS SOARS
10 | 2012 Passenger Self-Service Survey | © SITA

11. MOBILE SELF-SERVICE READY FOR
TAKE OFF
11 | 2012 Passenger Self-Service Survey | © SITA

12. MULTI-CHANNEL HERE TO STAY
12 | 2012 Passenger Self-Service Survey | © SITA

13. WEBSITE BOOKINGS DOMINATE, BUT
MOBILE BOOKING SET TO GROW
By 2015, airlines expect
to sell
12%
of tickets through mobile,
social media and kiosk*
*Airline IT Trends survey 2012
Base: Channel used for booking tickets on the day of travel
13 | 2012 Passenger Self-Service Survey | © SITA

14. DIFFERENT REGIONS – DIFFERENT
ATTITUDES
14 | 2012 Passenger Self-Service Survey | © SITA

15. PASSENGERS CAUTIOUS ABOUT
MOBILE ADVERTISING
15 | 2012 Passenger Self-Service Survey | © SITA

16. MOBILE ADVERTISING: “MY WAY
PLEASE”
16 | 2012 Passenger Self-Service Survey | © SITA

17. DIFFERENT DEPLOYMENT LEVELS
Mobile
Commerce
Mobile
Self-Service
Source: Airline/Airport IT Trends survey 2012
17 | 2012 Passenger Self-Service Survey | © SITA

18. SOCIAL MEDIA – THE
CHANNEL OF THE FUTURE?
18 | 2012 Passenger Self-Service Survey | © SITA
2011

19. MAJORITY OF TRAVELERS ARE
ALREADY ACTIVE ON SOCIAL MEDIA
80% of 18-24 year olds are
on social media
19 Source: http://www.socialbakers.com/facebook-statistics/
| 2012 Passenger Self-Service Survey | © SITA

20. HEALTHY INTEREST, BUT NOT AS
STRONG AS MOBILE, YET...?
20 | 2012 Passenger Self-Service Survey | © SITA

21. AIRLINES AND AIRPORTS
DEPLOYMENT PRIORITIES DIFFER
Source: Airline/Airport IT Trends survey 2012
21 | 2012 Passenger Self-Service Survey | © SITA

22. Open Q&A
22 | 2012 Passenger Self-Service Survey | © SITA