More Related Content Similar to Future of Travel - The passenger experience 2015 (20) Future of Travel - The passenger experience 2015 2. AIR TRANSPORT IT TREND SURVEYS AND
REPORTS
Airline 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. 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
3 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
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. WEB AND MOBILE WILL BE THE TOP TWO
CHANNELS FOR SALES BEYOND 2015
6 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
7. BY 2015, MOST AIRLINES AND AIRPORTS WILL
BE 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 2012
7 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
8. TODAY, PASSENGERS CONSIDER MOBILE
COMMERCE SERVICES AS THEIR LOWEST
PRIORITY
Mobile Commerce
8 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
9. MOBILE ADVERTISING: MAYBE…
BUT “MY WAY PLEASE”
9 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
10. BY 2015 ...
BUYING BEHAVIOUR FOR TRAVEL SERVICES WILL
HAVE 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 control
10 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
12. BEYOND 2015,WEBSITE AND MOBILE WILL
DRIVE PASSENGER PROCESSING
Booking Check In Bag Drop Security Dwell Time Boarding Transfer Bag Claim
12 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
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 Claim
13 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
14. THE ROLE OF MOBILE IN SELF-SERVICE IS
STARTING TO TAKE OFF
14 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
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 Claim
15 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
16. BY 2015 OVER HALF THE AIRLINES AND AIRPORTS
WILL 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. 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 role
17 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
19. PASSENGER COMMUNICATION FOR CUSTOMER
SERVICE EVOLVING FAST
Top two customer service channels beyond 2015
19 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
20. PASSENGERS VERY ACCEPTING OF MULTI
CHANNEL CUSTOMER SERVICE
20 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
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 Maps
21 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
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. 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. 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
2012
24 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
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 expected
25 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
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
passengers
27 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
28. CHALLENGES AHEAD FOR BI
IMPLEMENTATION
28 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
29. THE NEED FOR MORE COLLABORATION IS
RECOGNISED
With each other
With ground services providers
With government organizations
29 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
30. VARYING PASSENGER ATTITUDES
TOWARD SHARING PERSONAL DATA
30 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
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 open
31 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
32. THE PASSENGER EXPERIENCE 2015....
A 360 DEGREE VIEW
1. Buying behaviour will have changed
2. Self Service will have come of age
3. Customer Services will use mobile and social
media
4. Higher quality business and customer
intelligence will be essential
32 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
33. Find out more…
www.sita.aero/ittrendshub
33 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012