Post on 17-Jul-2015
IS TRAVEL BETTER WITH TECHNOLOGY?
1 | SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
SITA AIR TRANSPORT IT TRENDS:
SURVEYS & REPORTS
2
Airline IT Trends
Survey
Airport IT Trends
Survey
Passenger IT Trends
Survey
Baggage
report
| SITA IT Trends 2014: Key Technology-led Trends | Confidential | © SITA 2014
OVERVIEW
The passenger experience today: process & technology
Device-laden passengers want to meet connected agents
Passengers want personalized services
3 | SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
78% OF PASSENGERS GLOBALLY SATISFIED
WITH THEIR TRAVEL EXPERIENCE … BUT…
4 | SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
Europe
consistently more
satisfied at 82%
overall
5
PASSENGER DISSATISFACTION
ACROSS WORLD REGIONS
| SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
Tra
nsfe
r
36%
Bag
ga
ge C
olle
cti
on
27%
11%
Bo
ok
ing
Bo
ard
ing
16%
24% In
-flig
ht
Bag
. c
olle
cti
on
Ge
rma
ny
Sp
ain
22%
11%
WEBSITE TECHNOLOGY HAS HAD
THE BIGGEST IMPACT TO DATE
6 | SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
Russia 71% Russia 50% Russia 54%
France 28% France 20%
France 18%
EUROPE
52% EUROPE
40% EUROPE
36%
7
GLOBALLY, MOBILE IS MAKING ITS MARK
| SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
Highs Germany
13%
Germany
31%
Germany
46%
Germany
44%
Germany
59%
Lows UK
5%
Russia
16%
Russia
23%
Russia
22%
Russia
34%
EUROPE
7%
EUROPE
39%
EUROPE
20%
EUROPE
28%
EUROPE
29%
GLOBAL INTENTIONS FOR BOOKING INDICATE A
CHANGE IN BEHAVIOUR
8 | SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
Global Europe
Online Self-service kiosk Smart phone apps
1.5
0.7 0.7
1.5
0.7 0.8
OVERVIEW
The passenger experience today: process & technology
Device-laden passenger meets the connected agent
Passengers want personalized services
9 | SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
GLOBALLY, 97% OF PASSENGERS
CARRY A MOBILE DEVICE
10 | SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
90%
80%
73%
Spain
France
Euro
54%
41%
32%
Russia
Germany
Europe
42%
36%
24%
Spain
UK
Europe
17%
13%
08%
Russia
Germany
Europe
Slide is ok
11
STRONG INTEREST IN NEW MOBILE
SERVICES GLOBALLY….
| SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
12
PASSENGERS READY FOR WEARABLES
| SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
OVERVIEW
The passenger experience today: process & technology
Device-laden passenger meets the connected agent
Passengers want personalized services
13 | SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
14
MY TRIP …. MY ALERTS …. MY LIFE
| SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
EUROPE
DEFINITELY
EXPECTED
43% 48% 22% 50% 52% 55% 39% 38%
MY TIME …MY DEVICE ...
MY IN-FLIGHT SERVICE
15 | SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
Would definitely use
Europe
average
Highest Lowest
51% Russia
62%
Ger.
37%
48% Russia
59%
Ger.
36%
38% Russia
51%
France
28%
• Significant improvement perceived on pre-flight experience to date
• Wearable technology is welcome
• In Europe, people living in Russia appear the most excited about technology in travel, while those in Germany are the most satisfied today.
YES
• 22% of passengers globally (18% in Europe) are looking for significant improvements
• My trip, my device, my service, my life • There are some significant differences between populations
BUT
16
IS TRAVEL BETTER WITH TECHNOLOGY?
| SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
Download the Passenger IT Trends
Survey 2014:
www.sita.aero/surveys
For further information:
email: industrytrends@sita.aero
web: www.sita.aero/ittrendshub
or search the App Store for “SITA IT Trends Hub”
17 | SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
18
MY TRIP …. MY ALERTS …. MY LIFE
| SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
Europe
average 43% 48% 22% 50% 52% 55% 39% 38%
Highest Russia
58%
Russia
54%
Russia
27%
Russia
56%
Russia
62%
Russia
74%
Russia
57%
Russia
54%
Lowest Germa
ny
28%
France
39%
German
y
9%
German
y
41%
France
40%
France
44%
German
y
24%
German
y
22%
MY TIME …MY DEVICE ...
MY IN-FLIGHT SERVICE
19 | SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014
Would definitely use
Europe
average
Highest Lowest
51% Russia
62%
Ger.
37%
48% Russia
59%
Ger.
36%
38% Russia
51%
France
28%
• Significant improvement perceived on the pre-flight experience
• Wearable technology is welcome
• In europe, people living in Russia appear the most excited about technology in travel, while those in Germany are the most satisfied today.
YES
• 22% of passengers globally, and 18% in Europe, are looking for significant improvements
• My trip, my device, my service, my life • But there are differences between populations
BUT
20
IS TRAVEL BETTER WITH
TECHNOLOGY?
| SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014