PASSENGER TRENDS &EXPECTATIONSBEYOND 2015Helping Airlines and Airports leveragetechnology to meet changing passengerdemand...
AGENDABeyond 2015:•The survey trends•The technology trends•Leveraging technology to help airports andairlines meet the evo...
Beyond 2015 ...The survey trends
Airport IT TrendsSurveyAIR TRANSPORT IT TRENDS SURVEYS ANDREPORTS5 | The Passenger Experience 2015: a 360 degree view | No...
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 | © SIT...
BEYOND 2015….9Airports, airlines, service providers must haveattractive, personalized, easy to use mobileand web applicati...
PASSENGERS WELCOME SELF-SERVICEFOR BAG-DROP, BOARDING & TRANSFER10 | Beyond 2015 – Pax Experience | PTE April 2013 | © SIT...
BEYOND 2015,WEBSITE AND MOBILEWILL DRIVE PASSENGER PROCESSING11 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2...
BEYOND 2015....12And airports, airlines, service providers mustoffer the technology solutions to meet theneeds of the dive...
TODAY, PASSENGERS VERY ACCEPTINGOF MULTI CHANNEL CUSTOMERSERVICE13 | Beyond 2015 – Pax Experience | PTE April 2013 | © SIT...
14BEYOND 2015 THE TOP TWO CUSTOMERSERVICE CHANNELS WILL BE MOBILE ANDSOCIAL| Beyond 2015 – Pax Experience | PTE April 2013...
BEYOND 2015....15Airports, airlines, service providers mustoffer human interaction on demand, via thechannel the customer ...
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 &marketplacesC...
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 proces...
| The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 201228Thank youCatherine.Mayer@sita.aeroTo fin...
Upcoming SlideShare
Loading in …5
×

'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

671 views

Published on

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?

Published in: Business
  • Be the first to comment

  • Be the first to like this

'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

  1. 1. PASSENGER TRENDS &EXPECTATIONSBEYOND 2015Helping Airlines and Airports leveragetechnology to meet changing passengerdemands, ensuring great customer serviceCatherine MayerSITA
  2. 2. 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
  3. 3. Beyond 2015 ...The survey trends
  4. 4. Airport IT TrendsSurveyAIR TRANSPORT IT TRENDS SURVEYS ANDREPORTS5 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012PassengerSelf-ServiceSurveyBaggageReportAirline IT TrendsSurvey
  5. 5. TODAY MOBILE TECHNOLOGY IS MOREATTRACTIVE THAN SOCIAL MEDIA6 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  6. 6. WITH COMMERCE SERVICES AS ALOWEST PRIORITY7 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013Mobile Commerce
  7. 7. BEYOND 2015, WEB AND MOBILE WILL BETHE TOP TWO CHANNELS FOR SALES8 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013Beyond 2015:
  8. 8. 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
  9. 9. PASSENGERS WELCOME SELF-SERVICEFOR BAG-DROP, BOARDING & TRANSFER10 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013Bag ClaimTransferBoardingDwell TimeSecurityBag DropCheck InBookingBaggageTransferBoardingBoarding
  10. 10. BEYOND 2015,WEBSITE AND MOBILEWILL DRIVE PASSENGER PROCESSING11 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013SecurityBag DropCheck InBooking
  11. 11. 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
  12. 12. TODAY, PASSENGERS VERY ACCEPTINGOF MULTI CHANNEL CUSTOMERSERVICE13 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  13. 13. 14BEYOND 2015 THE TOP TWO CUSTOMERSERVICE CHANNELS WILL BE MOBILE ANDSOCIAL| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  14. 14. 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
  15. 15. Beyond 2015 ...The technology trends
  16. 16. WEARABLE COMPUTING17 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  17. 17. 18| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013WEARABLE COMPUTING – at the airport
  18. 18. 19| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013WEARABLE COMPUTING
  19. 19. FLEXIBLE SCREEN TECHNOLOGY (OLED)20 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  20. 20. 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
  21. 21. BIG DATA22 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  22. 22. Beyond 2015…Leveraging technologyto help airports andairlines meet theevolving passengerexpectations
  23. 23. NEW TECHNOLOGIES BEING TESTEDTODAY24 Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  24. 24. 25 Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013NEW TECHNOLOGIES BEING TESTEDTODAY
  25. 25. NEW TECHNOLOGIES BEING TESTEDTODAY26 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  26. 26. 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
  27. 27. | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 201228Thank youCatherine.Mayer@sita.aeroTo find out more…www.sita.aero/ittrendshub

×