1. passenger By 2015
experience
BUYING BEHAVIOUR
FOR TRAVEL SERVICES
2015
WILL HAVE CHANGED
74%
Today,
of passengers book
70%
through airline websites
of airline
executives
89%
believe that
61%
ning mobile apps will
Good mor y be an equally
jo
John, en tary dominant sales
en
complim with of airlines will channel
es
beverag fasts sell tickets via
all break of passengers mobile apps
rport
in the ai day want more by 2015
to
lounge ‘personalization’
before engaging
By 2015
more with mobile
commerce
SELF SERVICE WILL
HAVE COME OF AGE 70% passengers carry
a smartphone now
+50% 40%
91% Today,
40% more
90%
31%
passengers
are using
mobile
Over 50% of airports/airlines boarding
have plans to implement transfer compared
and self-boarding kiosks to 2010 By 2015, 90% of
airlines will offer
mobile check-in
of airlines believe that mobile apps
and social media will become a
By 2015
dominate customer service channel
9 out of 10 passengers
62%
want flight status info on
mobiles, self-boarding
PASSENGER of passengers are and transfer kiosks
INTERACTION FOR active on social
media today
CUSTOMER SERVICES
WILL BE BOTH
MOBILE AND SOCIAL
By 2015
GO TO
GATE 12
GO TO YOUR FLIGHT NO.654 WILL
GATE LEAVE FROM GATE 10
12 70% 58%
THE INDUSTRY WILL
HAVE HIGHER QUALITY
of airlines of airports
will implement flight status
BUSINESS INTELLIGENCE
updates via social media
89% of passengers want
mobile fight updates, only
65% do via social media
80% 53%
of airlines will
be sharing data
with airports
of airports will be
55%
sharing data with airlines
80%
of airports/airlines will
of passengers say
invest in business
intelligence solutions in
NO to sharing
personal data
the next 3 years
Source: SITA's IT Trends Surveys. For more information visit www.sita.aero/surveys