Future of Travel - The passenger experience 2015

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This presentation is drawing on findings from SITA’s four annual industry research initiatives. It provides valuable insights into future IT strategic thinking and trends across the air transport industry.

Most of our content is based on three global surveys. Every year, SITA surveys senior executives at the top 200 airlines and airports in the world to ask about technology adoption in their organisation. Carried out at six major international airports in key regions of the world, SITA also runs a survey representing the passenger opinions about technology used throughout the journey.

Future of Travel - The passenger experience 2015

  1. 1. PASSENGER EXPERIENCE 2015How passenger needs and wants stack up withAirline and Airport plans[Event][Speaker Name]Title
  2. 2. AIR TRANSPORT IT TREND SURVEYS AND REPORTSAirline IT Trends Airport IT Trends Survey Survey Passenger Baggage report Self-Service Survey 2 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  3. 3. By 2015....1. Buying behaviour for travel services will have changed2. Self Service will have come of age3. Passenger interaction for Customer Services will be both mobile and social4. Higher quality business and customer intelligence will be essential3 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  4. 4. By 2015 ...Buying behaviourfor travel serviceswill have changed
  5. 5. IN 2012 WEBSITE DOMINATES AS PREFERRED BOOKING CHANNEL FOR PASSENGERS…5 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  6. 6. WEB AND MOBILE WILL BE THE TOP TWO CHANNELS FOR SALES BEYOND 20156 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  7. 7. BY 2015, MOST AIRLINES AND AIRPORTS WILLBE LEVERAGING MOBILE FOR COMMERCE By 2015, airlines expect to sell 12% of tickets through mobile, social media and kiosk Promotion Sales Source: Airline/Airport IT Trends survey 20127 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  8. 8. TODAY, PASSENGERS CONSIDER MOBILE COMMERCE SERVICES AS THEIR LOWEST PRIORITY Mobile Commerce8 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  9. 9. MOBILE ADVERTISING: MAYBE… BUT “MY WAY PLEASE”9 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  10. 10. BY 2015 ...BUYING BEHAVIOUR FOR TRAVEL SERVICES WILLHAVE CHANGED.... There will be a major focus on web and mobile sales BUT, • A more personal experience will be expected • Privacy will still be of concern • Passengers will seek control10 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  11. 11. By 2015 ...Self Service will have comeof age
  12. 12. BEYOND 2015,WEBSITE AND MOBILE WILL DRIVE PASSENGER PROCESSING Booking Check In Bag Drop Security Dwell Time Boarding Transfer Bag Claim12 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  13. 13. SELF-SERVICE CHECK-IN IS WELL ESTABLISHED & ALREADY MULTICHANNEL 2015 Industry Commitment to Kiosks Booking Check In Bag Drop Security Dwell Time Boarding Transfer Bag Claim13 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  14. 14. THE ROLE OF MOBILE IN SELF-SERVICE IS STARTING TO TAKE OFF14 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  15. 15. PASSENGERS WELCOME SELF-SERVICE FOR BAG-DROP, BOARDING & TRANSFER Transfer Baggage Boarding Boarding Booking Check In Bag Drop Security Dwell Time Boarding Transfer Bag Claim15 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  16. 16. BY 2015 OVER HALF THE AIRLINES AND AIRPORTSWILL HAVE IMPLEMENTED NEW CAPABILITIES Self printing Unstaffed bag drop Self Boarding Transfer kiosks (CU) bag-tag locations Booking Check In Bag Drop Security Dwell Time Boarding Transfer Bag Claim 16 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  17. 17. BY 2015 SELF-SERVICE WILL HAVE COME OF AGE • Passengers receptive to new aspects of self- service • Most airports and airlines will have deployed multiple new services beyond check in • Mobile will be dominant , but the kiosk will still have a role17 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  18. 18. By 2015…Passenger interactionfor Customer Serviceswill be both mobile andsocial
  19. 19. PASSENGER COMMUNICATION FOR CUSTOMER SERVICE EVOLVING FAST Top two customer service channels beyond 201519 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  20. 20. PASSENGERS VERY ACCEPTING OF MULTI CHANNEL CUSTOMER SERVICE20 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  21. 21. 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 Maps21 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  22. 22. 62% OF TRAVELERS ARE ALREADY ACTIVE ON SOCIAL MEDIA 80% of 18-24 year olds are on social media Source: http://www.socialbakers.com/facebook-statistics/22 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  23. 23. HEALTHY INTEREST IN SOCIAL MEDIA, BUT NOT AS STRONG AS MOBILE...YET!23 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  24. 24. AIRLINES’ AND AIRPORTS’ SOCIAL MEDIA BOTH HAVE STRONG AMBITION FOR SOCIAL MEDIA Sales Promotion Social Check Real-time flight Seating in updates Source: Airline/Airport IT Trends survey 201224 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  25. 25. BY 2015 PASSENGER INTERACTION FOR CUSTOMER SERVICES WILL BE BOTH MOBILE AND SOCIAL • Passengers are receptive to multi channel communications • Many airports and airlines will have deployed multiple customer service related apps, both mobile and social media • Mobile channel will dominate, but significant use of social media expected25 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  26. 26. By 2015Higher qualitybusiness andcustomerintelligence will beessential
  27. 27. STRONG BUSINESS INTELLIGENCE INVESTMENT TO 2015 39% 38% 30% 1 Customer Service/ passenger 2 3 Travel 83% 80% relationship Distribution Flight Operation management 57% 47% 1 46% Industry Investments Collaboration 2 3 More accurate into BI information to Reducing flight delays passengers27 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  28. 28. CHALLENGES AHEAD FOR BI IMPLEMENTATION28 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  29. 29. THE NEED FOR MORE COLLABORATION IS RECOGNISED With each other With ground services providers With government organizations29 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  30. 30. VARYING PASSENGER ATTITUDES TOWARD SHARING PERSONAL DATA30 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  31. 31. BY 2015 ... HIGHER QUALITY BUSINESS AND CUSTOMER INTELLIGENCE WILL BE ESSENTIAL • BI will have a major impact on operational performance and passenger satisfaction • Airlines and airports will be committed to continuous improvements using BI • The industry and passengers will be sharing data more open31 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  32. 32. THE PASSENGER EXPERIENCE 2015....A 360 DEGREE VIEW1. Buying behaviour will have changed2. Self Service will have come of age3. Customer Services will use mobile and social media4. Higher quality business and customer intelligence will be essential32 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
  33. 33. Find out more… www.sita.aero/ittrendshub33 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

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