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IT TRENDS RESULTS IN THE AIR
TRANSPORT INDUSTRY:
PERSONALISED COMMUNICATION
Mobiles & Passengers:
It’s getting personal
Nigel Pickford,
Director, Market Insight, SITA
CONSIDER THIS .....
2 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
1995 1983 1998 2000 2003 2004 2007 2007 2010
1993 First SMS* 2003 SMS still not
mainstream 2013
?
**Portio Research, Nielsen, Whynotq8 , *34s report 2012
TODAY, PEOPLE LOVE THEIR
MOBILE PHONES..
3 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
Emotional attachment from a unique combination of
usefulness and usability
PEOPLE ARE LOST WITHOUT THEIR
MOBILES.....
In the US, 90% of 18-29 year olds
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
AIR TRANSPORT IT TREND SURVEYS AND
REPORTS
5
Airline IT Trends
Survey Airport IT Trends
Survey
Baggage
report
| The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
Passenger
Self-Service
Survey
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
BEYOND 2015 …
….MOBILE WILL BE THE TOP TWO CHANNELS FOR
……. MOST KEY ASPECTS OF THE TRAVEL EXPERIENCE
7 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
Buying Behaviour
Mobile Commerce Passenger Interaction Self Service
Pax Process Customer Services
IN 2012 WEBSITE DOMINATES AS
PREFERRED BOOKING CHANNEL FOR
PASSENGERS…
8 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
BY 2015, MOST AIRLINES AND AIRPORTS WILL
BE LEVERAGING MOBILE FOR COMMERCE
9 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
Source:
Airline/Airport IT
Trends survey 2012
Promotion Sales
MOBILE ADVERTISING: MAYBE…
BUT “MY WAY PLEASE”
10 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
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
PASSENGERS WELCOME MOBILE
EVERYWHERE .. BUT HAVE PRIORITIES….
12 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
Bag Claim Transfer Boarding Dwell Time Security Bag Drop Check In Booking
Baggage
Transfer
Boarding
Boarding
Mobile Commerce
Informational
Access Transactional
¾ OF AIRLINES AND AIRPORTS PLANNING TO
INVEST IN MORE APPS FUNCTIONALITY
13 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
Complaints handling
12%
61%
15%
59%
Flight Status Notification
10%
68%
Missing Baggage Comms
Airport Status Updates
Airport Directions &
Maps
9%
58%
Flight Rebooking
BY 2015...MOBILE WILL BE AN INTEGRAL PART
OF THE PASSENGER EXPERIENCE, BUT
PERSONALIZATION WILL BE KEY
Shopping...........
Self Service……….
Customer Services……
14 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
SECURE ACCESS
CONTROL?
CONTACTLESS
TRANSACTIONS
SO, AS NFC STARTS TO EXPLODE...
IS IT THE START OF A NEW PHASE?
15 | Mobiles and Passengers. It’s getting personal | PTE, April 2013 | © SITA 2013
100M 285M 2 BILLION
2012E 2013F 2017F
51% of Airlines plan to utilise
NFC technology for passenger
processing by 2015
2015F
16 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
| The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012 17
Find out more…
www.sita.aero/ittrendshub
www.sita.aero/surveys
