Show Trend Video

4:22 min

1 APG WorldConnect - IT Trends 2012

2012 AIRLINE IT TRENDS SURVEYAPG WorldConnect, October, 2012APG WorldConnect, October, 2012

Tom KnierimSenior Manager, Marketing & Insight

SITA’S SURVEYS & METHODOLOGY

Passenger Self-Service Survey

• In association with Air Transport World

Airline IT Trends Survey

• In Association with Airline Business (14th

• In Association with Airline Business

Airport IT Trends Survey

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Transport World

• Over 2500 passengers interviewed @ 6 major airports

• Airports included: Atlanta, Frankfurt, Abu Dhabi, Beijing, Mumbai, Sao Paulo

Airline Business (14Year)

• Airlines representing majority of the world passenger traffic

• Responses from all major regions and Airline Tiers

• Responses from airports operators representing airports

• Responses coveringall major regionsand airportssizes

APG WorldConnect - IT Trends 2012

RESPONDENTS 2012

Representing

53%53%of global passenger traffic

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SURVEY HIGHLIGHTS 2012

Vision and ambitions for 2015 ..and beyond

The Future of Direct Sales ChannelsThe Future of Direct Sales Channels

Social Media: Does it have a mainstream role

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VISION AND AMBITIONS FOR 2015...AND BEYOND

MOBILE APPS AND WEB WILL DOMINATE INTERACTION BEYOND 2015

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MOBILE APPS AND WEB WILL DOMINATE INTERACTION BEYOND 2015

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FUTURE OF DIRECT SALES CHANNELS

NEW SALES CHANNELS READY FOR TAKE-OFF?

By 2015,

12%of sales through mobile, social media and kiosks. media and kiosks.

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2008 2012 2015

MULTI-CHANNEL CAPABILITIES IN DIRECT ANCILLARY SALES BY 2015

Each new channel in use by at least

65% of airlines by 2015

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‘PERSONALISATION’ - A PRIORITY FOR DIRECT CHANNELS

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SOCIAL MEDIA: DOES IT HAVE A MAINSTREAM ROLE

WHERE DOES SOCIAL MEDIA PROVIDE MOST VALUE?

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2.

3.

of airlines plan to invest in social media; most make R&D investments91%

14 APG WorldConnect - IT Trends 2012

MULTIPLE SOCIAL MEDIA APPS USED BY THE MAJORITY IN 2015

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Today

SELLING VIA SOCIAL MEDIA IS ACCELERATING

9 out of 10 Promoting via social media

Plans for embedded applications by 2015

Up 2-FOLD9 out of 10 Promoting via social media

63% Selling via social media

Up 2-FOLD

Up 4-FOLD

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BY 2015…..

Mobile will be the dominant channel, enriching the travel experience from booking to boarding and beyond

Airlines will get personal – selling direct to passengers through new channels

Social media will be a major platform for marketing, customer service and sales

17 APG WorldConnect - IT Trends 2012