Nigel Pickford
Director, Market Insight
SITA
EVERYTHING SELF-
SERVICE?
EVERYTHING MOBILE?
MASSIVE VARIATIONS IN SELF-SERVICE
CHANNEL USAGE FOR CHECK IN
EXPECT RAPID DEPLOYMENT OF BAGGAGE
SELF-SERVICE
Bag Tag Printing 82%
Missing Bag Reporting
66%Missing Bag Reporting
Baggag...
THE NEXT FRONTIER FOR SELF-SERVICE:
DISRUPTION MANAGEMENT
DISRUPTION MANAGEMENT:
RECOVERY IS THE NEXT FOCUS
BUSINESS INTELLIGENCE
WILL BE ESSENTIAL FOR A SELF-SERVICE FUTURE
• Passengers will self-serve throughout their journey
• After baggage, disruption management will be the next focus
• Effe...
DISCLAIMER
Any use, republication or redistribution of this content is
expressly prohibited without the prior written cons...
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Airline IT trends: the overview: Nigel Pickford, Director, Market Insight SITA

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In keeping with tradition, SITA will launch its new Airline IT Trends Survey results and encourage discussion on the key findings with a panel of Industry experts.
www.sita.aero/surveys.

Airline IT Trends: the overview: Nigel Pickford, Director, Market Insight SITA

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Airline IT trends: the overview: Nigel Pickford, Director, Market Insight SITA

  1. 1. Nigel Pickford Director, Market Insight SITA EVERYTHING SELF- SERVICE? EVERYTHING MOBILE?
  2. 2. MASSIVE VARIATIONS IN SELF-SERVICE CHANNEL USAGE FOR CHECK IN
  3. 3. EXPECT RAPID DEPLOYMENT OF BAGGAGE SELF-SERVICE Bag Tag Printing 82% Missing Bag Reporting 66%Missing Bag Reporting Baggage location status Today By 2017 34% 65%18% 11% 10% 69% 9% 69%Bag drop (self-service) 33% 86%Bag drop (assisted)
  4. 4. THE NEXT FRONTIER FOR SELF-SERVICE: DISRUPTION MANAGEMENT
  5. 5. DISRUPTION MANAGEMENT: RECOVERY IS THE NEXT FOCUS
  6. 6. BUSINESS INTELLIGENCE WILL BE ESSENTIAL FOR A SELF-SERVICE FUTURE
  7. 7. • Passengers will self-serve throughout their journey • After baggage, disruption management will be the next focus • Effective business intelligence will be essential • Mobile will play a critical role YES, everything will become self-service • For now, channel choice depends on the step of the journey • …and the customer’s preference BUT, not everything will be mobile! EVERYTHING SELF-SERVICE? EVERYTHING MOBILE?
  8. 8. DISCLAIMER Any use, republication or redistribution of this content is expressly prohibited without the prior written consent of the Author. Permission to copy and reproduce content may be granted by the author, at their discretion, and by request only. Source: presentation of Nigel Pickford, SITA at the 2014 SITA Air Transport IT Summit, Brussels. 2014 Air Transport IT Summit

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