Nigel Pickford argues that while passengers will increasingly use self-service options throughout their journey, not everything will be done via mobile. He predicts rapid growth in baggage self-service like bag drop and printing tags, but that assisted services will still be popular depending on the travel step and customer preference. Disruption management will become a key focus for self-service after baggage. Effective business intelligence will be essential to support a highly self-service model in the future.

1. Nigel Pickford
Director, Market Insight
SITA
EVERYTHING SELF-
SERVICE?
EVERYTHING MOBILE?

2. MASSIVE VARIATIONS IN SELF-SERVICE
CHANNEL USAGE FOR CHECK IN

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. THE NEXT FRONTIER FOR SELF-SERVICE:
DISRUPTION MANAGEMENT

5. DISRUPTION MANAGEMENT:
RECOVERY IS THE NEXT FOCUS

6. BUSINESS INTELLIGENCE
WILL BE ESSENTIAL FOR A SELF-SERVICE FUTURE

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. DISCLAIMER
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Source: presentation of Nigel Pickford, SITA at the 2014 SITA
Air Transport IT Summit, Brussels.
2014 Air Transport IT Summit