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Do passengers really want to go mobile for travel?

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Okay, okay. We get it. Mobile in travel is big. Consumers spend more and more time on tablets and smartphones, and travel companies need to do a better job of reaching consumers on mobile devices.

What do passengers want from mobile? Not all mobile services are embraced by passengers in the same way. Travel companies need to align their mobile strategies: Which services are the winners and which are the losers? Which services will give you the best return on your mobile investment? Should you go mobile only for some service and continue running a multi channel strategy for others?

We surveyed over 2,500 passengers to get an in-depth picture of their wants and needs while flying from six of the world's leading airports: Abu Dhabi, Atlanta, Beijing, Frankfurt, Mumbai, and São Paulo.

This presentation will provide insight on what your passengers are thinking:

What are their priorities when it comes to mobile usage in travel?
Why are passengers not using mobile? What can be done to increase mobile usage?
Do passengers REALLY want to go mobile….
…to buy tickets?
…for check-in or boarding passes?
…to keep their travel documents or get updates?
…to use onboard an aircraft?

Published in: Technology, Business
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Do passengers really want to go mobile for travel?

  1. 1. 1 Air Transport Industry Insight Do Passengers really want to go mobile? The Passenger IT Trends Survey 2013
  2. 2. OVERVIEW Attitude towards technology & mobile Do passengers want m-commerce? Will passengers use mobile for access? Do passengers want information on the move? 2
  3. 3. “TECHNOLOGY MAKES TRAVELLING EASIER” 3
  4. 4. EXPLOSIVE GROWTH FOR SMART PHONES AND TRAVEL SERVICES 4
  5. 5. STAYING INFORMED IS THE TOP PRIORITY FOR PASSENGERS 5
  6. 6. STAYING INFORMED IS THE TOP PRIORITY FOR PASSENGERS Additional 20-30% “Maybe” use mobile services 6
  7. 7. USABILITY IS THE NUMBER 1 CONCERN 7
  8. 8. OVERVIEW Attitude towards technology & mobile Do passengers want m-commerce? Will passengers use mobile for access? Do passengers want information on the move? 8
  9. 9. TRAVELLERS PREFER WEB BOOKING BUT MOBILE GAINS POPULARITY 88% 9 Of passengers would search for ticket fares on mobile apps
  10. 10. M-COMMERCE EN ROUTE – A BIG OPPORTUNITY FOR AIRLINES AND PASSENGERS 10
  11. 11. OVERVIEW Attitude towards technology & mobile Do passengers want m-commerce? Will passengers use mobile for access? Do passengers want information on the move? 11
  12. 12. MOBILE NOT THE PASSENGERS FIRST CHOICE 82% 75% 66% 92% 82% 65%
  13. 13. MOST PASSENGERS NOT YET READY TO USE MOBILE FOR SENSITIVE INFO 13
  14. 14. OVERVIEW Attitude towards technology & mobile Do passengers want m-commerce? Will passengers use mobile for access? Do passengers want information on the move? 14
  15. 15. MOBILE (SMS) IS STILL THE PREFERRED CHANNEL FOR FLIGHT INFO UPDATES 15
  16. 16. PASSENGERS WANT TO STAY CONNECTED ON BOARD Interest in in-flight services on mobile devices 16
  17. 17. DO PASSENGERS REALLY WANT TO GO MOBILE? YES • Technology in travel is viewed positively • Many passengers would definitely use mobile services • Information is top priority but there is interest in mobile services is across the entire journey BUT • Usability, Usability, Usability 17
  18. 18. Download the survey: www.sita.aero/surveys For further information, contact: Tom Knierim, SITA thomas.knierim@sita.aero 18 Jack Loop, Flytecraft jack@flytecraft.com
  19. 19. Q&A 19

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