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?

1. IT TRENDS RESULTS IN THE AIR
TRANSPORT INDUSTRY:
PERSONALISED COMMUNICATION
Mobiles & Passengers:
It’s getting personal
Nigel Pickford,
Director, Market Insight, SITA

2. CONSIDER THIS .....
1993 First SMS* 2003
SMS still not
?
mainstream 2013
1983 1995 1998 2000 2003 2004 2007 2007 2010
2 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
*34s report 2012
**Portio Research, Nielsen, Whynotq8 ,

3. TODAY, PEOPLE LOVE THEIR
MOBILE PHONES..
Emotional attachment from a unique combination of
usefulness and usability
3 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013

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-2012-11
4 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013

5. AIR TRANSPORT IT TREND SURVEYS AND
REPORTS
Airline 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. 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
essential
6 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013

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 Interaction
7 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013

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. BY 2015, MOST AIRLINES AND AIRPORTS WILL
BE LEVERAGING MOBILE FOR COMMERCE
Promotion Sales
Source:
Airline/Airport IT
Trends survey 2012
9 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013

10. MOBILE ADVERTISING: MAYBE…
BUT “MY WAY PLEASE”
10 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013

11. THE ROLE OF MOBILE IN SELF-SERVICE IS
STARTING TO TAKE OFF
11 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013

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 Claim
12 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013

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 Maps
13 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013

14. BY 2015...MOBILE WILL BE AN INTEGRAL PART
OF THE PASSENGER EXPERIENCE, BUT
PERSONALIZATION WILL BE KEY
Shopping...........
Self Service……….
Customer Services……
SECURE ACCESS CONTACTLESS
CONTROL? TRANSACTIONS
14 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013

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 2017F
15 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013

16. 16 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

17. Find out more…
nigel.pickford@sita.aero
www.sita.aero/ittrendshub
www.sita.aero/surveys
17 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012