IT TRENDS RESULTS IN THE AIRTRANSPORT INDUSTRY:PERSONALISED COMMUNICATIONMobiles & Passengers:It’s getting personalNigel P...
CONSIDER THIS .....                1993      First SMS*                                                 2003              ...
TODAY, PEOPLE LOVE THEIR    MOBILE PHONES..                                Emotional attachment from a unique combination ...
PEOPLE ARE LOST WITHOUT THEIR    MOBILES.....            90% of 18-29 year olds    In the US,        sleep with their smar...
AIR TRANSPORT IT TREND SURVEYS AND  REPORTSAirline IT Trends                                                              ...
SO LET US FLY INTO THE FUTURE                                                       By 2015......                         ...
BEYOND 2015 …….MOBILE WILL BE THE TOP TWO CHANNELS FOR……. MOST KEY ASPECTS OF THE TRAVEL EXPERIENCE            Buying Beha...
IN 2012 WEBSITE DOMINATES AS                 PREFERRED BOOKING CHANNEL FOR                 PASSENGERS…8 | Mobiles and Pass...
BY 2015, MOST AIRLINES AND AIRPORTS WILLBE LEVERAGING MOBILE FOR COMMERCE                       Promotion                 ...
MOBILE ADVERTISING: MAYBE…                 BUT “MY WAY PLEASE”10 | Mobiles and Passengers. It’s getting personal | PTE, Ap...
THE ROLE OF MOBILE IN SELF-SERVICE IS                     STARTING TO TAKE OFF11 | Mobiles and Passengers. It’s getting pe...
PASSENGERS WELCOME MOBILE                   EVERYWHERE .. BUT HAVE PRIORITIES….                                           ...
¾ OF AIRLINES AND AIRPORTS PLANNING TO   INVEST IN MORE APPS FUNCTIONALITY    61%                 59%                     ...
BY 2015...MOBILE WILL BE AN INTEGRAL PARTOF THE PASSENGER EXPERIENCE, BUTPERSONALIZATION WILL BE KEYShopping...........   ...
SO, AS NFC STARTS TO EXPLODE...     IS IT THE START OF A NEW PHASE?              100M                               285M  ...
16   | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
Find out more…              nigel.pickford@sita.aero           www.sita.aero/ittrendshub            www.sita.aero/surveys1...
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IT Trends Results in the Air Transport Industry: Personalized Communication by Nigel Pickford

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Passenger Experience: 2015 Traveller - How mobile apps, personalised passenger communications and NFC for customer services will change the way we work
Further information: http://www.sita.aero/surveys-reports/industry-surveys-reports/flying-into-the-future?

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IT Trends Results in the Air Transport Industry: Personalized Communication by Nigel Pickford

  1. 1. IT TRENDS RESULTS IN THE AIRTRANSPORT INDUSTRY:PERSONALISED COMMUNICATIONMobiles & Passengers:It’s getting personalNigel Pickford,Director, Market Insight, SITA
  2. 2. CONSIDER THIS ..... 1993 First SMS* 2003 SMS still not ? mainstream 2013 1983 1995 1998 2000 2003 2004 2007 2007 20102 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013 *34s report 2012 **Portio Research, Nielsen, Whynotq8 ,
  3. 3. TODAY, PEOPLE LOVE THEIR MOBILE PHONES.. Emotional attachment from a unique combination of usefulness and usability3 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
  4. 4. PEOPLE ARE LOST WITHOUT THEIR MOBILES..... 90% of 18-29 year olds In the US, sleep with their smartphones 50% of people check their phones immediately if they wake up during the night Source: http://www.businessinsider.com/90-of-18-29-year-olds-sleep-with-their-smartphones-2012-114 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
  5. 5. AIR TRANSPORT IT TREND SURVEYS AND REPORTSAirline IT Trends Airport IT Trends Survey Survey Passenger Baggage Self-Service report Survey 5 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  6. 6. SO LET US FLY INTO THE FUTURE By 2015...... 1. Buying behaviour for travel services will have changed 2. Self Service will have come of age 3. Passenger interaction for Customer Services will be both mobile and social 4. Higher quality business and customer intelligence will be essential6 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
  7. 7. BEYOND 2015 …….MOBILE WILL BE THE TOP TWO CHANNELS FOR……. MOST KEY ASPECTS OF THE TRAVEL EXPERIENCE Buying Behaviour Pax Process Customer Services Mobile Commerce Self Service Passenger Interaction7 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
  8. 8. IN 2012 WEBSITE DOMINATES AS PREFERRED BOOKING CHANNEL FOR PASSENGERS…8 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
  9. 9. BY 2015, MOST AIRLINES AND AIRPORTS WILLBE LEVERAGING MOBILE FOR COMMERCE Promotion Sales Source: Airline/Airport IT Trends survey 20129 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
  10. 10. MOBILE ADVERTISING: MAYBE… BUT “MY WAY PLEASE”10 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
  11. 11. THE ROLE OF MOBILE IN SELF-SERVICE IS STARTING TO TAKE OFF11 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
  12. 12. PASSENGERS WELCOME MOBILE EVERYWHERE .. BUT HAVE PRIORITIES…. Informational Transfer Baggage Mobile Commerce Boarding Boarding Transactional Access Booking Check In Bag Drop Security Dwell Time Boarding Transfer Bag Claim12 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
  13. 13. ¾ OF AIRLINES AND AIRPORTS PLANNING TO INVEST IN MORE APPS FUNCTIONALITY 61% 59% 68% 58% 12% 15% 10% 9% Complaints Flight Status Airport Status Missing Flight Airport handling Notification Updates Baggage Rebooking Directions & Comms Maps13 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
  14. 14. BY 2015...MOBILE WILL BE AN INTEGRAL PARTOF THE PASSENGER EXPERIENCE, BUTPERSONALIZATION WILL BE KEYShopping........... Self Service………. Customer Services…… SECURE ACCESS CONTACTLESS CONTROL? TRANSACTIONS14 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
  15. 15. SO, AS NFC STARTS TO EXPLODE... IS IT THE START OF A NEW PHASE? 100M 285M 2 BILLION 51% of Airlines plan to utilise NFC technology for passenger processing by 2015 2012E 2013F 2015F 2017F15 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
  16. 16. 16 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  17. 17. Find out more… nigel.pickford@sita.aero www.sita.aero/ittrendshub www.sita.aero/surveys17 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

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