Post on 17-Apr-2018
World Passenger Symposium 2015
2015 IATA
GLOBAL PASSENGER SURVEY
Supported by:
* The information contained in our databases and used in this presentation has been assembled from many sources, and whilst reasonable care has been taken to ensure accuracy, the information is supplied on the understanding that no legal liability whatsoever shall attach to the International Air Transport Association (IATA) and pwc, their offices, or employees in respect of any error or omission that may have occurred.
World Passenger Symposium 2015World Financial Symposium 2014
World Financial Symposium 2014
Global Passenger Survey: A Global PerspectiveNearly 7,300 respondents
World Passenger Symposium 2015
At Home On-Board At Airport of ArrivalAt Airport of Departure
Experience
Engage
Deciding to TravelAirline Brand Perception
Airline Selection
Ready to FlyPre-Travel Arrangements, Ancillaries
Digital Boarding Pass
Inflight ExperienceInflight Preferred Activities
Inflight Entertainment System (IFE)
Ready to ArriveBaggage Tracking
Immigration
Proactive NotificationFlight Related Notifications
Security and Immigration Waiting Times
ConnectivityAirport WiFi
Inflight WiFi
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Deciding to Travel
Brand Perception
is
Everything
Top 3 factors that impact airline brand perception
On-time performance (75%)
Aircraft quality and interior (66%)
Customer interaction (54%)
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Deciding to Travel
What influences your
ticket purchase?
Top 3 factors influencing ticket purchase on a particular airline
Price (43%)
Schedule and convenient flight time (21%)
Frequent Flyer Program (13%)
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Ancillaries
Ready to Fly
48% have bought
Ready to Fly
All about Frills
48% purchased additional airline products or services
in the last 12 months.
Top 3 on the list: Checked bag/excess luggage,
preferred seating and on board food and beverage
World Passenger Symposium 2015World Financial Symposium 2014
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Ready to Fly
All in the comfort
of your own home
90% want to be checked-in and know their seat
68% want travel documents to be validated
34% want their bags tagged while check-in
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Proactive Notification
Passengers want to
KNOW and be
UP TO DATE
Top 3 PROACTIVE notificationFlight status (93%)
Baggage status and delivery waiting time (74%)
Regulations (visa, customs & health) (68%)
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Proactive Notification
Keeping it old
school
More than half of passengers would like to
be notified via SMS rather than other
channels that require internet connectivity
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Connectivity
How FREE is
Free Airport WiFi?
80% of passengers’ home
airports have Free WiFi but
42% require registration
World Passenger Symposium 2015World Financial Symposium 2014
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Bag drop and processing time
Ready to Fly
Tender
Luggage
Care
Half respondents (48%) prefer to tag/scan and
put their bag(s) into the baggage system without
agent intervention; acceptable drop-off time
between 1 and 3 minutes
World Passenger Symposium 2015World Financial Symposium 2014
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Ready to Fly
Can queues be a thing of
the past?
Queuing more than 10 minutes at security is no
longer acceptable--- people want to keep moving
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Ready to Fly
Boarding passes: Mobile IN
Paper OUT
69% have used an electronic
mobile boarding pass YET
paper remains
World Passenger Symposium 2015World Financial Symposium 2014
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Inflight Experience
Just to your taste7 of 10 would like to choose and order their meals
through the inflight entertainment (IFE) system
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Inflight Experience
Sit back,
relax and
watch a
movie
Top 3 favorite activities during a flight
Long haul: watching movies or TV (72%), sleeping (70%)
and eating and drinking (42%)
Short haul: reading (51%), watching movies or TV (44%)
and eating and drinking (36%)
World Passenger Symposium 2015World Financial Symposium 2014
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Inflight Experience
Did you B.Y.O.D.?
(bring your own device)
Nearly half of North Asian passengers prefer to use their
own devices for viewing digital content rather than IFE
equipment; This trend is less popular among passengers
from North American and Asia Pacific
World Passenger Symposium 2015World Financial Symposium 2014
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Inflight Experience
Are you willing to pay?
45% are willing to pay internet and IFE
36% are willing to pay only for Internet access
14% are willing to pay for stored media
10% are willing to pay for Live TV
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Ready to Arrive
Will immigration
become self-service?
48% have used an automated border
control system to cross the boarding,
89% satisfaction with automated
immigration gate
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Ready to Arrive
Track your bag
from bag-drop to beach
81% want to be able to track their bags at any
point throughout the journey
World Passenger Symposium 2015World Financial Symposium 2014
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How satisfied are you?
64% very satisfied with airlines
68% would recommend the airline
78% would select the airline again
Overall passenger satisfaction (Airs@t)
World Passenger Symposium 2015World Financial Symposium 2014
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Passenger of Today and TomorrowIndependent
Self-service attitudeContinuously moving without
interruption or delay
Always informed and
connectedHigher expectations on
products and services
Access the full GPS report at www.iata.org/gps2015