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